Travel for treatment bookings - Information for health providers

As the treating health provider, you can assist your patients to access transport assistance through DVA to attend medical treatment covered by their Veteran Card.

Who is eligible

Veteran Gold and White Card holders are eligible for transport assistance when travelling to obtain medical treatment for a condition covered by their Veteran Card. The travel assistance available to the Veteran Card holder depends on the Act that covers their eligibility.

Who can arrange travel for treatment?

Travel is usually arranged by the Veteran Card holder themselves (or their representative). DVA or health providers can also arrange some forms of travel for eligible Veteran Card holders.

Veteran Card holders

The Veteran Card holder or their representative (such as a family member or friend) arranges the travel to attend treatment and submits a claim for reimbursement of expenses to DVA.

If the Veteran Card holder needs assistance with travel, encourage them to call DVA on 1800 VETERAN (1800 550 455).

DVA

DVA can arrange air or road transport to support Veteran Card holders who need to travel long distances to attend approved or compensable treatment.

Health Providers

Health providers can arrange travel for the Veteran Card holder through DVA’s Booked Car with Driver (BCWD) service, where DVA arranges taxi or hire car transport with no out of pocket expense (threshold access criteria apply), or non-emergency ambulance transport (available to eligible Veteran Card holders with specific medical needs).

How do I arrange travel for my Veteran Card holder patient?

As a health care provider, you can arrange travel either by calling DVA, emailing a request for approval, or making a booking through the online transport booking system.

Travel must be to the treatment location nearest in distance that is able to provide the required care within an acceptable timeframe.

If you’re not sure if your patient is travelling to the nearest location able to provide care, please call DVA for assistance.

You need to assess the veteran’s circumstances to determine if BCWD or a non-emergency ambulance service will best suit their clinical needs before arranging travel.

Types of transport and booking instructions

Booked Car with Driver (BCWD) service

Veteran Card holders may have access to the BCWD service.

Through BCWD arrangements, contracted taxi or hire car providers transport eligible clients to and from approved treatment.

There are specific threshold access criteria that must be met in order to access the BCWD service. 

See Access to the Booked Car with Driver (BCWD) Service for more information.

Wheelchair accessible vehicles can also be arranged. This requirement should be specified during the booking process.

When using the BCWD service, clients should be provided with a ‘Right of Return' Card by the driver. If not provided, the client can ask for one. The card means the client does not have to call DVA to arrange the journey home.  They can simply make arrangements directly with the BCWD provider after their appointment.  This is the quickest way to arrange the return journey, rather than ringing DVA.  You can also call the transport provider on the client's behalf.

You can book transport by:

• Using the online transport booking system
• Calling the transport provider directly for return journeys (call the number on the veteran's 'Right of Return' card)
• Phoning 1800 550 455
• Emailing bcwd.qld@dva.gov.au

Arranging BCWD online

The online transport booking system is a quick way for health providers to arrange transport for eligible clients, except for trips for the client to return home, which should be made through direct calls to the transport provider via details on the "Right of Return' card.

Information on registering and how to make online bookings is available at the Online transport booking system.

For enquiries about accessing the system, please email hponline@dva.gov.au

Arranging BCWD by phone for future appointments

Call 1800 550 455 to:

• confirm client meets the threshold criteria and has access to the BCWD service
• make transport bookings on behalf of a client
• report any transport issues or complaints.

Remember to make a booking for the journey home if the client requires a return trip.

Emergency ambulance transport

In a medical emergency, dial triple zero (000) and ask for an ambulance.

If possible, advise the paramedic the patient has DVA entitlements. DVA will pay for the ambulance if their treatment is for a condition covered by their Veteran Card.

The ambulance service provider will invoice DVA directly. 

Non-emergency ambulance transport

Non-emergency ambulance transport generally requires approval from DVA. Approval must be sought prior to the non-emergency ambulance journey or on the next practical business day.

As a health provider, hospital physician or hospital discharge planner you can request approval by emailing DVA at transport.programs@dva.gov.au.

Non-emergency ambulance transport is only available to Veteran Card holders with specific medical needs, and the Veteran Card holder must meet at least one of these criteria to be eligible:

• requires a stretcher for safe and dignified transport
• requires medical support during transport
• has a condition that may impact physical appearance and requires appropriate support during transport
• has continence support needs that necessitate a specific mode of transport.

NSW Country Taxi Voucher Scheme (CTVS) 

VEA clients using CTVS paper-based vouchers issued by their General Practitioners (GP) can instead access the Booked Car with Driver service.    

If a client requires urgent travel for treatment outside of our normal business hours, they can arrange for their transport and request a reimbursement of their expenses. 

Further Information on DVA Guidelines for Transport Contractors or billing arrangements is available at Support For transport providers.