Coordinated Veterans' Care (CVC) Program - Information for Providers

Last updated: 
21 May 2020

In response to the COVID-19 pandemic, the CVC Program can be delivered via telehealth where appropriate, and relevant item numbers claimed as usual. See this page for details.

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 in a general practice setting.

The 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.

The Program promotes health literacy, self-management and emphasises best practice coordination of care through a person-centred approach.

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

Program Eligibility

CVC is a program for Veteran Gold Card, including veterans, war widow/ widowers and dependants with a chronic condition and complex care needs who are most at risk of unplanned hospitalisation.

CVC Toolbox

The CVC Toolbox is designed to simplify access to the CVC Program and assist health providers to check eligibility, understand claiming, develop a Care Plan and link in with other health services in their area. The CVC Toolbox includes an eligibility tool,  care plan information and claim calculator.

DVA appreciates your feedback about the CVC Toolbox. Please complete the survey available through the home page of the Toolbox to assist us in the development of this resource.

Program improvement and feedback

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.

We post surveys and requests for feedback here so please check back regularly to provide your comments and have input into how to CVC Program is shaped.

How to claim

By participating in the CVC Program, GPs can claim applicable payments in the following table, through Services Australia, Medicare. Full details about how to claim CVC payments can be found on the CVC Toolbox.

The CVC Toolbox has a claim calculator to help make claiming easier.

Payments GPs can claim—Amounts effective 1 July 2020


Initial incentive payment $

Item #

Quarterly care payments $

Item #

Total Year 1 $

Total Year 2 onward $

GP with practice nurse







GP without practice nurse







Date of service

CVC payments are 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 CVC Toolbox or self-populating ready reckoner to calculate dates of service and claim dates.

Both tools automatically calculate the date of service and the claim 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:

Service partners

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

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 Veteran Gold Card holders and most likely to benefit from taking part in the CVC Program.

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 send a 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.

For further information, see details on the CVC Social Assistance page.

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 GP.

Recruitment for the Pilot ceased on 30 June 2019. The Pilot will be evaluated by an independent researcher.

Guides and brochures

More information on the CVC program for health professionals:

Contact us

For queries about the CVC Program and details of DVA community nursing providers:

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 and focused mainly on performance and cost effectiveness.


Bupa undertook an analysis on CVC service utilisation and the changes between Veteran Gold Card holders who were 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.