Coordinated Veterans’ Care (CVC) program is for veterans with chronic Department of Veteran's Affairs (DVA) accepted mental health conditions. This evaluation was commissioned as part of a 2020-21 Budget measure which expanded access to the program from Gold Card holders to White Card holders. DVA's purpose in commissioning this evaluation was two-fold:

1. to undertake a programmatic evaluation of the CVC program across selected evaluation criteria; and
2. based on the programmatic evaluation and other available evidence, to identify options to potentially redesign the program in the context of the contemporary health system (including future directions) and relevant policy, as they relate to the veteran cohort. 

The CVC program involves a comprehensive health assessment by the GP, the development of a personalised care plan with the GP, and regular follow-up appointments to review and update the plan. Care coordinators play a crucial role in coordinating care, managing administrative tasks, and ensuring effective communication among healthcare providers.

Evaluation method

A comprehensive, mixed methods approach was used to conduct the evaluation including: 

• An environmental scan and literature review examined care coordination for veterans in the other Five Eyes countries and contrasted this with Australia's approach.
• Quantitative methods, including program data and cost-efficiency analysis, assessed CVC participant characteristics and program implementation with a view to complement, rather than duplicate routine analytics available through the CVC program dashboards (see Section 2.2).
• A range of stakeholder consultation processes were undertaken. This included consultation with and/or written submissions from DVA, other government agencies, health profession peak bodies/associations, ex-service organisations (ESOs), and case studies with general practices. The case studies included consultation with CVC participants, GPs, Practice Nurses and Practice Managers. Additionally, results of the independently facilitated 2023 CVC Participant Survey were incorporated into the evaluation findings.

Key findings

• The CVC program is being managed by DVA in accordance with its intended design and is highly valued by program participants and other key program stakeholders.
• The scope of the program and the policy and health system context for its implementation have shifted markedly since program commencement – pressing for adjustment to the program design and the way in which it is implemented.
• A set of recommendations are provided for how the program can more effectively meet the needs of current and future DVA clients and further demonstrate this effectiveness.