For any inquiries regarding ColoClear, please submit your questions below.

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FAQ for Nurses

Can I change the patient information after I have already created the account?
Not at the moment, but we are planning to develop this functionality soon.
How do I register the kit for my patient?
If your clinic has not yet partnered with Prenetics:
Please contact our sales team at business@prenetics.com so that we can assist you.

If your clinic has partnered with Prenetics and has already received a portal log-in:
Please follow the instructions in the portal to create a patient profile and fill in the necessary information. Once the profile has been created successfully, you can register the kit to the specific patient by entering the kit barcode* into the portal.
*Note: the barcode is located on the side of the physical collection kit package.
What status can I see for my patient’s test kit?
You can view the status of a patient’s kit by clicking into their patient profile on the portal. There are three possible stages, as follows:
  • Kit Activated - the kit has been properly registered under the patient profile and can be provided to the patient to proceed with sample collection.
  • At Lab - the patient has completed their sample collection and sample pick-up, and the sample is now awaiting analysis at the Prenetics lab.
  • Report Ready - the sample has been processed and the patient’s result is available. The report can be viewed or downloaded by clicking on the file in the ‘Action’ column located directly to the right of the ‘Report Status’ column.
How can I view my patient’s result/report?
The report can be viewed by clicking into the patient’s profile on the portal. If the report has been made available, the status will show ‘Report Ready’ and you can view or download the file by clicking on the attachment in the ‘Action’ column located directly to the right of the ‘Report Status’ column.
What do I do if my patient fails to collect their sample properly?
An ‘undetermined’ report result could be due to poor sample quality, such as an excessively watery stool consistency or insufficient collection amount. The best practice in this situation would be to give the patient another ColoClear kit to re-sample. Please note that you would have to re-register the kit under the patient’s existing profile to ensure it is activated before they bring it home.
Who should I contact if I need to troubleshoot the portal or if there is an error code?
Please contact the Prenetics Customer Service team at care@hicircle.com

Have more questions?