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Coordinated Veterans' Care (for providers)

Logo: Coordinated Veterans' Care (CVC) Program

The Department of Veterans' Affairs' Coordinated Veterans' Care (CVC) Program uses a proactive approach to improve the management of participants' chronic conditions and quality of care.

CVC is a team-based program where the participant, a General Practitioner (GP) and a nurse coordinator (NC) work together as a core team to develop a plan to meet the health needs of the participant and manage their ongoing care.

CVC is a program for Gold Card holders, including veterans, war widow/ widowers and dependants with a chronic condition and complex care needs who are most at risk of unplanned hospitalisation. The Program promotes health literacy, self-management and emphasises best practice coordination of care through a person-centred approach.

GPs are paid to support Gold Card holders on the CVC Program through the provision of comprehensive, coordinated and ongoing care with the assistance of an NC.

CVC Toolbox

DVA is currently testing a CVC Toolbox designed to simplify access to the CVC Program and assist health providers to understand program requirements, enrol participants and manage payments. The Toolbox includes an eligibility tool, care plan builder and claim calculator. As the toolbox is currently being tested, feedback is being sought. Please complete the survey available through the home page of the Toolbox to assist us in the development of this resource.

Guide for General Practice

The Guide for General Practice gives detailed information about the CVC Program, including patient eligibility and step-by-step instructions to prepare your practice, enrol participants and provide ongoing coordinated care.


The CVC Program does not currently provide any specific training. The training provided by ACU ceased on 31 October 2018. Training for the CVC Program is currently being reviewed and updates will be provided.

The Department of Veterans’ Affairs (DVA) is committed to continuously improve service delivery of the Coordinated Veterans' Care (CVC) Program.


DVA is committed to continuously improving service delivery of the Coordinated Veterans' Care (CVC) Program.

Thank you to all those who continue to provide feedback and enable us to better understand how the CVC Program is delivered in the Practice setting.

Feedback is currently being sought on Care Collaboration. The purpose of this survey is to gain insight into the collaboration occurring between the Care Team as part of the delivery of the CVC Program. Complete the Care Collaboration Survey.

How to claim

By participating in the CVC Program, GPs can claim the payments in the following table, through DHS, Medicare. Full details about how to claim CVC payments are in the Guide for General Practice booklet.

Payments GPs can claim—Amounts effective 1 July 2019
  Initial Incentive Payment Quarterly Care Payments Total year 1 Total year 2 onward
  $ Item # $ Item #
GP with practice nurse $437.45 UP01 $456.50 UP03 $2263.45 $1826.00
GP without practice nurse $273.40 UP02 $205.05 UP04 $1093.60 $820.20

Date of service

CVC payments can be claimed on a 90-day basis for a period of ongoing clinical care. These payments are paid retrospectively.

The date of service for each 90-day period is the first day of the 90 days and the payment can be claimed at the end of the 90-day period of care.

For example, if the period of care runs from 3 March to 1 June; the date of service is 3 March but the claim for the UP03 or UP04 payment cannot be made until after 1 June (that is, the end of the 90-day period).

Please use the self-populating ready reckoner or CVC Toolbox to calculate dates of service and claim dates.

The reckoner automatically calculates the date of service and the claiming date for each CVC-enrolled patient.

Notes for CVC Providers

The following Notes set out legal requirements for GPs, Practice Nurses and Aboriginal Health Providers under the CVC Program:


For queries about the CVC Program and details of DVA Community Nursing Providers email or phone 1800 550 457 and ask to speak to Coordinated Veterans' Care.

Service partners

The Department of Veterans' Affairs contracts external organisations to assist in the ongoing delivery of the CVC Program.

Bupa Health and Care

Bupa Medical

Bupa offers evidence-based wellness, prevention and chronic disease management services to help meet the health needs of Australians.

Bupa assists DVA by analysing its extensive client data to identify the veterans and war widows who are DVA Gold Card holders and most likely to benefit from taking part in the CVC Program.

CVC Program evaluation reports

DVA developed a framework to enable a rigorous process for monitoring and evaluating the CVC Program over a four-year period, from May 2011 to May 2015.

The key elements of the framework included:

  • cost effectiveness and benefit to veterans
  • service utilisation, and
  • implementation and service delivery.

The findings from the three evaluation reports continue to inform DVA's ongoing program improvements.

The following three evaluations were commissioned.

Grosvenor Management Consulting

Grosvenor undertook the independent evaluation of the CVC Program objectives, mainly performance and cost effectiveness.


Bupa undertook an analysis on CVC service utilisation and the changes between Gold Card holders enrolled in the CVC Program, compared to those who are eligible, but were not enrolled.

Flinders University

Flinders undertook a qualitative study on the implementation of the CVC Program and service delivery in general practice. This study included a comprehensive literature review of primary care interventions that sought to reduce health care costs as well as conducting qualitative interviews.

Additional CVC Program schemes

CVC Social Assistance

CVC Social Assistance is a short-term service (up to 12 weeks) available to CVC Program participants to help them re-engage in community life through social contact or accompaniment to a social activity.

How do I refer someone for CVC Social Assistance?

If you feel a CVC Program participant fits the criteria for CVC Social Assistance, you need to fax or send a written referral for a CVC Social Assistance assessment to a Veterans' Home Care (VHC) Assessment Agency. For information on the nearest VHC Assessment Agency, phone 1300 550 450.

CVC Pilot

The CVC Pilot is examining whether the use of a digital coaching app can assist veterans manage mild to moderate mental health and pain concerns in conjunction with traditional treatment and care coordinated through their General Practitioner.  Recruitment for the Pilot ceased on 30 June 2019.  The Pilot concludes on 31 December 2019 and will be evaluated by an independent researcher.

Resources and brochures

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