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

No.	Performance criteria	Target	2016–17 Actual result	2017–18 Actual result	Achieved
✓ Achieved           — Partially achieved           ✗ Not achieved Performance criteria source: PBS = DVA Portfolio Budget Statements 2017–18, CP = DVA Corporate Plan 2017–2021
DRCA = Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988, MRCA = Military Rehabilitation and Compensation Act 2004, n.a. = not applicable Data quality issues, due in part to migrating data from DVA’s ageing ICT systems, have made accurate reporting on the rehabilitation program performance indicators (PPIs) difficult during 2017–18. The rehabilitation PPIs have been reviewed and revised for 2018–19, and DVA will be able to report on the rehabilitation PPI outcomes for 2018–19.
Program 2.1: Provide access to general medical consultations and services			PBS p. 54, CP p. 30
2.1.1	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.	>99%	99.9%	100.0%	✓
2.1.2	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.	>97%	99.9%	99.9%	✓
Program 2.2: Provide access to hospital services				PBS p. 56, CP p. 30
2.2.1	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 clients accessing services versus the number who have registered a complaint in relation to un-met access and/or quality.	>99%	99.8%	99.8%	✓
Program 2.3: Provide access to pharmaceutical benefits				PBS p. 57, CP p. 31
2.3.1	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.	>99%	100.0%	100.0%	✓
Program 2.4: Provide access to community care and support			PBS p. 58, CP p. 31
2.4.1	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 un-met access and/or quality.	>99%	99.7%	99.6%	✓
Program 2.5: Provide counselling and other health services			PBS p. 60, CP p. 31–32
Access to Services
2.5.1	Ensure arrangements are in place for the access and delivery of quality mental and allied health 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.	>99%	99.4%	99.3%	✓
2.5.2	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.	>97%	100.0%	100.0%	✓
Travel
2.5.3	Target percentage of claims for reimbursement processed within the Service Charter timeframe (28 days)	100%	99.0%	99.5%	✗
2.5.4	Degree of complaints about arranged travel relative to the quantity of bookings	<0.05%	0.03%	0.02%	✓
Veterans and Veterans Families Counselling Service (VVCS)
2.5.5	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 occurring	>65%	71.2%	65.6%	✓
2.5.6	Client satisfaction	>80%	93.3%	94.5%	✓
Veterans’ Vocational Rehabilitation Scheme
2.5.7	Clients with successful return to work	>50%	44.7%	51.3%	✓
Program 2.6: Provide access to health and other care services under MRCA and DRCA			PBS p. 62, CP p. 32
2.6.1	Timeliness: The percentage of rehabilitation assessments that were made within 30 days of referral for assessment	90%	n.a	Not met1	✗
2.6.2	Quality/Quantity: Percentage of new incapacity payees who have undergone a rehabilitation assessment within 30 days of the incapacity payment determination	90%	n.a	Not met1	✗
2.6.3	Quality/Quantity: Percentage of clients where rehabilitation goals were met or exceeded	90%	n.a	Not met1	✗

Back to top

Analysis of performance against Purpose 2

Performance criteria category	Performance criteria no.	Further information in the annual report
Access to health services	2.1.1, 2.1.2, 2.2.1, 2.3.1, 2.4.1, 2.5.1, 2.5.2	Part 1 Performance – Health and wellbeing
Travel	2.5.3, 2.5.4
Counselling	2.5.5, 2.5.6
Rehabilitation	2.5.7, 2.6.1, 2.6.2, 2.6.3

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.

Back to top

Travel

DVA records all complaints and compliments 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 2017–18, 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 per cent, which indicates a continuing high level of satisfaction with the program.

The performance target for reimbursement of travel claims within 28 days (Program 2.5) was not met. However, the processing figure of 99.5 per cent was higher than the processing figure of 99.0 per cent for 2016–17. This improvement follows the consolidation of responsibility for the processing of all client travel claims to a single processing team.

Back to top

Counselling

The percentage of clients receiving attention from a Veterans and Veterans Counselling Service (VVCS) clinician within two weeks of intake continues to be above the target. Levels of client satisfaction with VVCS continue to be high and above the target.

Rehabilitation

Data quality issues, due in part to migrating data from DVA’s ageing ICT systems, made accurate reporting on the rehabilitation performance criteria difficult during 2017–18. The rehabilitation program performance indicators (PPIs) have been reviewed and revised for 2018–19, and DVA will be able to report on the rehabilitation PPI outcomes for 2018–19.

Back to top

Summary

DVA remains committed to ensuring that 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 that programs are delivered efficiently and effectively.