Skip to Content

Purpose 2: Health and Wellbeing

Maintain and enhance the quality of life of clients by improving their physical and mental wellbeing.

Performance criteria and results

Key activities and their performance criteria are listed below.

Program 2.1: Provide access to general medical consultations, dental and specialist consultations and services

Provide access to general and specialist medical and dental services to clients. DVA has arrangements in place with medical and dental practitioners in both the public and private sectors to deliver a comprehensive range of services throughout Australia, provided in hospitals, providers' rooms and clients' homes. To ensure that DVA clients are able to access necessary services, DVA will either pay for clients to travel to the nearest service provider or pay a provider to travel to other locations to provide services to DVA clients. Refer to page 74 in this report for further information on this program.

No. Performance criteria1 Target1 2015–16
Actual
result
2016–17
Actual
result
Achieved
2.1.1 Price: Unit cost per cardholder2 $98 $61 $62
2.1.2 Ensure arrangements are in place for the access to and delivery of quality general and specialist medical and dental services for DVA Health Card holders.
  • Number of clients accessing services versus the number who have registered a complaint in relation to un-met access and/or quality.3
>99% n/a 99.9%
2.1.3 Maintain a schedule of general and specialist medical and dental services to meet the health care needs of DVA Health Card holders and maintain consistency with trends in the delivery of health care services.
  • Number of listed services assessed versus the number of approved unlisted services.3
>97% n/a 99.9%
  1. Source: DVA Portfolio Budget Statements 2016–17, page 48. DVA Corporate Plan 2016–2020, page 22.
  2. The unit cost per card holder is calculated using the staff and administration expenses (program support costs) divided by the eligible treatment population.
  3. New measure for 2016–17. The new measures have been established to be more representative of the activity undertaken.

Back to top

Program 2.2: Provide access to hospital services

Provide access to inpatient and outpatient hospital services for DVA clients through arrangements with private hospitals, day procedure centres and mental health hospitals, as well as all public hospitals operated by the state and territory governments. Refer to page 77 in this report for further information on this program.

No. Performance criteria1 Target1 2015–16
Actual
result
2016–17
Actual
result
Achieved
2.2.1 Price: Unit cost per cardholder2 $61 $48 $42
2.2.2 Ensure arrangements are in place for the access to and delivery of quality private and public hospital services for DVA Health Card holders.
  • Number of clientsNumber of clients accessing services versus the number who have registered a complaint in relation to un-met access and/or quality.3
>99% n/a 99.8%
  1. Source: DVA Portfolio Budget Statements 2016–17, page 49. DVA Corporate Plan 2016–2020, page 22.
  2. The unit cost per card holder is calculated using the staff and administration expenses (program support costs) divided by the eligible treatment population.
  3. New measure for 2016–17. The new measures have been established to be more representative of the activity undertaken.

Back to top

Program 2.3: Provide access to pharmaceutical benefits

The Repatriation Pharmaceutical Benefits Scheme provides clients with access to a comprehensive range of pharmaceuticals and wound dressings for the treatment of their health care needs, including items available to the broader Australian community under the Pharmaceutical Benefits Scheme. Refer to page 80 in this report for further information on this program.

No. Performance criteria1 Target1 2015–16
Actual
result
2016–17
Actual
result
Achieved
2.3.1 Price: Unit cost per cardholder2 $5 $18 $19
2.3.2 Ensure arrangements are in place for the access to and delivery of quality pharmaceutical services for DVA Health Card holders.
  • Number of clients accessing services versus the number who have registered a complaint in relation to un-met access and/or quality.3
>99% n/a 100.0%
  1. Source: DVA Portfolio Budget Statements 2016–17, page 50. DVA Corporate Plan 2016–2020, page 22.
  2. The unit cost per card holder is calculated using the staff and administration expenses (program support costs) divided by the eligible treatment population.
  3. New measure for 2016–17. The new measures have been established to be more representative of the activity undertaken.

Back to top

Program 2.4: Provide access to community care and support

Manages community support and residential care programs for clients, including the Veterans' Home Care program and the Community Nursing program, which aim to support people to remain independent in their homes and improve their quality of life and health. Program 2.4 also provides subsidies and supplements for DVA clients living in residential care facilities. Refer to page 82 in this report for further information on this program.

No. Performance criteria1 Target1 2015–16
Actual
result
2016–17
Actual
result
Achieved
2.4.1 Price: Unit cost per cardholder2 $144 $92 $88
2.4.2 Ensure arrangements are in place for the access to and delivery of quality community care services for DVA Health Card holders.
  • Number of clients accessing services versus the number who have registered a complaint in relation to unmet access and/or quality.3
>99% n/a 99.7%
  1. Source: DVA Portfolio Budget Statements 2016–17, page 51. DVA Corporate Plan 2016–2020, page 23.
  2. The unit cost per card holder is calculated using the staff and administration expenses (program support costs) divided by the eligible treatment population.
  3. New measure for 2016–17. The new measures have been established to be more representative of the activity undertaken.

Back to top

Program 2.5: Provide counselling and other health services

Provides a wide range of mental and allied health care services, including counselling and referral services for clients. The program also supports DVA clients with funding for aids and appliances, and travel for treatment. Refer to page 86 in this report for further information on this program.

No. Performance criteria1 Target1 2015–16
Actual
result
2016–17
Actual
result
Achieved
2.5.1 Price: Unit cost per cardholder2 $142 $198 $203
Travel for treatment
2.5.2 Target percentage of claims for reimbursement processed within the Service Charter time frame (28 days) 100% 97.2% 99.0%
2.5.3 Degree of complaints about arranged travel relative to the quantity of bookings <0.05% <0.05% 0.03%
Rehabilitation appliances
2.5.4 Cost: Attributed across treatment population $778 $728 $751
2.5.5 Number of broad categories of aids and appliances available to the veteran community listed in the RAP Schedule 251 265 268
2.5.6 Percentage of aids and appliances listed may be prescribed by General Practitioners, Registered Nurses and Occupational Therapists >95% 95% 86%
Veteran counselling
2.5.7 Percentage of unique clients presenting for service who receive attention by an Outreach contracted Counsellor within two weeks of intake >65% 66% 68%
2.5.8 Centre based Counselling. Percentage of unique clients presenting for service who receive attention by a Centre based Counsellor within two weeks of intake >80% 77% 78%
2.5.9 Level of veteran satisfaction High High High
Access to services
2.5.10 Ensure arrangements are in place for the access and delivery of quality mental and allied health services for DVA Health Card holders.
  • Number of entitled clients accessing services versus the number who have registered a complaint in relation to un-met access and/or quality.3
>99% n/a 99.4%
2.5.11 Maintain a schedule of services to meet the health care needs of DVA Health Card holders and maintain consistency with trends in the delivery of health care services.
  • Number of listed services accessed versus the number of approved unlisted services.3
>97% n/a 100.0%
Veterans and Veterans Families Counselling Service (VVCS)
2.5.12 Percentage of clients in receipt of an episode of care, who access a VVCS clinician (centre based or outreach) within two weeks of intake and assessment occurring3 >65% n/a 71.2%
2.5.13 Client satisfaction3 >80% n/a 93.3%
Veterans' Vocational Rehabilitation Service
2.5.14 Clients with successful return to work3 >50% n/a 44.7%

RAP = Rehabilitation Appliances Program

  1. Source: DVA Portfolio Budget Statements 2016–17, pages 52–53. DVA Corporate Plan 2016–2020, pages 23–24.
  2. The unit cost per card holder is calculated using the staff and administration expenses (program support costs) divided by the eligible treatment population.
  3. New measure for 2016–17. The new measures have been established to be more representative of the activity undertaken.

Back to top

Program 2.6: Provide access to health and other care services under MRCA and SRCA

Arranges for the provision of rehabilitation, medical and other related services under SRCA, the MRCA and related legislation. The services include payment for medical treatment, rehabilitation services, attendant care and household services. Refer to page 95 in this report for further information on this program.

No. Performance criteria1 Target1 2015–16
Actual
result
2016–17
Actual
result
Achieved
2.6.1 Error rates SRCA rehabilitation assessments <5% 4.5% 6.6%
2.6.2 Error rates SRCA accounts paid incorrectly <5% 2.4% 2.8%
2.6.3 Error rates MRCA rehabilitation assessments <5% 6.6% 8.3%
2.6.4 Error rates MRCA accounts paid incorrectly <5% 1.7% 2.9%
2.6.5 Timeliness: The percentage of rehabilitation assessments that were made within 30 days of referral for assessment2 90% n/a n/a2
2.6.6 Quality/Quantity: Percentage of new incapacity payees who have undergone a rehabilitation assessment within 30 days of the incapacity payment determination2 90% n/a n/a2
2.6.7 Quality/Quantity: Percentage of clients where rehabilitation goals were met or exceeded2 90% n/a n/a2

MRCA = Military Rehabilitation and Compensation Act 2004, SRCA = Safety, Rehabilitation and Compensation Act 1988

  1. Source: DVA Portfolio Budget Statements 2016–17, page 55. DVA Corporate Plan 2016–2020, page 24.
  2. Measures 2.6.5, 2.6.6 and 2.6.7 were new performance measures introduced in the 2016–17 Portfolio Budget Statements. As new measures they are currently being reviewed for their appropriateness and relevance in light of changes to ongoing system and business processes.

Back to top

Performance overview for Purpose 2

Unit costs

The unit cost per card holder is calculated using the staff and administration expenses (program support costs) divided by the eligible treatment population. In 2016–17, there were two Purpose 2 areas (programs 2.3 and 2.5) where the unit cost per card holder was higher than originally estimated and three areas (programs 2.1, 2.2 and 2.4) where the unit cost was lower. The variation in unit costs is attributed to significant redesign of internal operations, including process improvements, which resulted in a redistribution of support costs across Purpose 2 programs.

Back to top

Travel for treatment

DVA records all complaints and compliments received in the complaints and feedback management system. This information provides a valuable tool to identify inconsistencies in service delivery and is used to target improvement activities.

In 2016–17, the number of complaints about arranged travel (Program 2.5) relative to the quantity of bookings was again less than the target of 0.05 percent, which continues to indicate of a high level of satisfaction with the program.

The performance target for reimbursements of travel claims within 28 days was not met; however, the amalgamation of the processing of all client travel claims into a single processing team improved timeliness in 2016–17, with 99 percent of claims being processed within the required time frame, compared to 97.2 percent in 2015–16.

Back to top

Rehabilitation appliances

The Rehabilitation Appliances Program (RAP) seeks to enhance DVA clients' quality of life and minimise the impact of disabilities through the provision of aids and appliances. In 2016–17, there were 268 broad categories of aids and appliances listed on the RAP schedule, up from 265 in 2015–16. (Program 2.5).

DVA reviews the schedule regularly to ensure that the diverse clinical needs of client cohorts are met, red tape for providers is reduced, and technological advances in rehabilitation aids and appliances are considered.

The percentage of aids and appliances listed for which general practitioners, registered nurses and occupational therapists have prescribing rights was below the target of 95 percent in 2016–17. This was a result of some recent additions to the RAP schedule that only list specialists as the assessing health provider.

In 2016–17, DVA continued to be proactive and responsive to the current and future needs of DVA clients and new items were added to the mobility appliances category of the schedule. These items aim to support independence and maximise safety within the home and outdoor environments for DVA clients with mobility issues.

Back to top

Counselling

The percentage of clients receiving attention from an outreach contracted counsellor within two weeks of intake continues to be above the target, and in fact increased in the 2016–17 year, as has the combined outreach and in-centre percentage. Levels of client satisfaction with VVCS continued to be high and within target in the same period, as reflected by both the old and new satisfaction measures.

A three-part strategy (revised intake model, VVCS Electronic Records Application upgrade and centre/ outreach allocations ratio review) is in place to address the target shortfall for the percentage of clients receiving attention from an in-centre counsellor within two weeks of intake. This strategy is taking effect, with the trend being towards meeting the target and the shortfall now reduced to 2 percent.

Back to top

Access to health services

The number of clients making a complaint in relation to un-met access or quality is very low when considered in the context of the overall number of health services accessed by DVA clients across all Purpose 2 programs. This is an indication that there is currently no widespread issue impacting DVA clients' ability to access clinically necessary treatment.

Summary

DVA remains committed to ensuring clients have timely access to high-quality health care and rehabilitation services, in partnership with providers, and to maintaining and developing services that support a level of independence. DVA continues to review and improve business practices to ensure programs are delivered efficiently and effectively.

Back to top

No votes yet