SURVEY OF PROVIDERS OF HEALTH SERVICES
TO DVA ENTITLED VETERANS AND WAR WIDOWS
IN CONFIDENCE
The Department of Veterans’ Affairs (DVA) wishes, through this survey, to identify ways that it can improve its partnership
with health care providers and hence the overall health outcomes for veterans and war widows. The questions in this
survey relate only to health services funded by DVA. Please note that the term “veterans and war widows” used in this
questionnaire refers to holders of Repatriation health and pharmaceutical cards, including Gold, White and Orange card
holders.
The survey covers a sample of general practitioners, medical specialists, dentists, optometrists, community nurses,
pharmacists, allied health professionals, public hospitals, private hospitals and Veterans’ Home Care assessment and
service provider organisations who provide health care services to veterans and war widows under DVA arrangements.
Newton Wayman Chong (NWC) has been contracted by DVA to conduct the survey.
Your answers are completely confidential and no individual respondent will be identified to DVA staff or anybody else
other than NWC staff working on the survey. Once the survey data is compiled, your form will be destroyed.
Where you are responding on behalf of an organisation, please consult with the relevant persons in your organisation who
deal with veterans and war widows / DVA.
Please note that the survey may take about 15 minutes to complete and that participation is voluntary.
If you want to know more about this survey, or have any difficulties in completing the form, please ring NWC’s toll free
number 1800 505 185 between 9am and 5pm, Monday to Friday.
How do I complete this form?
Answer each question by placing a tick () in the answer box which applies to you. Some questions allow more than one
box to be ticked, and are clearly marked, otherwise tick one box only. Sometimes you will be asked to write your answer
on the lines provided. Arrows like this () tell you if you have to skip questions. DK/NA refers to Don’t Know/Not
Applicable responses.
Where do I send the form?
Please place the completed form in the Reply Paid envelope provided and post it back to NWC, Skipping Girl Place, 651
Victoria Street, Abbotsford, Victoria, 3067, no later than Friday, 5th September, 2003. Thank you for your help in this
survey. Please start with Q1 below.
1. Approximately, what percentage of your clients are veterans and war widows?
Tick Box
<1%
1-9%
10-19%
20-49%
50-100%
1
2
3
4
5
2. Would you say you spend more, about the same OR less professional time with veterans and war widows, compared
with other people of similar ages?
More time
About the same
Less time
Don’t know
02474.QRE.V2
1
2
3
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Page 1
3a. Would you say you spend more, about the same OR less administrative time with veterans and war widows,
compared with other people of similar ages?
More time
About the same
Less time
Don’t know
1
2
3
9
3b. Why is that?
......................................................................................................................................................................................
......................................................................................................................................................................................
......................................................................................................................................................................................
4. Overall, how would you rate your level of knowledge of …? (Tick one box for each statement)
Very
Good
(a) Veterans & war widows entitlements under the DVA health system
(b) The entitlement differences between DVA Gold &White card holders
Good
Fair
Very
Poor
Poor
DK/NA
1
2
3
4
5
9
1
2
3
4
5
9
COMMUNICATION BY PROVIDER WITH DVA
5. Based on your dealings with DVA medical/dental/health professional advisers over the last 12 months, to what
extent do you agree or disagree with the following statements? (Tick one box for each statement below)
Strongly
Agree
(a)
(b)
(c)
(d)
(e)
(f)
They are easy to contact
They understand my needs
They respond in a timely fashion
They understand the needs of veterans & war widows
Their decisions/advice are appropriate
They are consistent in providing feedback
Agree
Neither
Agree
Nor
Disagree
Disagree
Strongly
Disagree
DK/NA
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
6. In your dealings with DVA administrative staff over the last 12 months, to what extent do you agree or disagree with
the following statements? (Tick one box for each statement below)
Strongly
Agree
(a)
(b)
(c)
(d)
(e)
(f)
They are easy to contact
They understand my needs
They respond in a timely fashion
They understand the needs of veterans & war widows
Their decisions/advice are appropriate
They are consistent in providing feedback
02474.QRE.V2
Agree
Neither
Agree
Nor
Disagree
Disagree
Strongly
Disagree
DK/NA
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
Page 2
COMMUNICATION BY DVA WITH PROVIDERS
7a. How satisfied are you that your information needs from DVA are being met?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
1
2
3
4
5
7b. Why do you say that?
......................................................................................................................................................................................
......................................................................................................................................................................................
......................................................................................................................................................................................
8. To what extent do you read the DVA magazine Veterans’ Health?
Read it thoroughly
Read sections of interest only
Skim read only
Don’t receive it
Receive it, but don’t read it
1
2
3
 (GO TO Q11)
4
 (GO TO Q11)
5
9. Do you find the magazine ….?
Very informative
Quite informative
Neither informative nor uninformative
Not very informative
Not at all informative
1
2
3
4
5
11. How often do you access the DVA website?
About once a week
Every two to three weeks
About once a month
Less than once a month
Not at all/never
Not aware of DVA website
1
2
3
4
 (GO TO Q13)
5
 (GO TO Q13)
5
12. Do you find the information on the DVA’s website to be …?
Very informative
Quite informative
Neither informative, nor uninformative
Very informative
Not at all informative
02474.QRE.V2
1
2
3
4
5
Page 3
13. If available, would you use E-Commerce technology (e.g. electronic claims/billing etc) to conduct business with DVA?
Yes
Possibly
No
Already conduct business with DVA using E-Commerce
1
2
3
4
14. What is your most preferred method of receiving information from DVA? (Tick only box only)
Mail
Telephone
Fax
Email
In person
1
2
3
4
5
15. Based on your experience with DVA over the last 12 months, to what extent do you agree or disagree with the following
statements? (Tick one box for each statement below. For those statements that may not apply, please tick “Not Applicable”).
Strongly
Agree
(a) DVA forms are easy to complete ...............................................
(b) DVA administrative procedures are too complicated .................
(c) DVA administrative procedures result in unnecessary delays in
the provision of treatment ..........................................................
(d) DVA administrative procedures impact adversely on the
efficient running of my business .................................................
(e) There is too much paper work associated with treating DVA
veterans & war widows ..............................................................
(f) DVA are prompt in their payment for services for DVA veterans
& war widows .............................................................................
(g) DVA administrative procedures have improved over the last 12
months .......................................................................................
(h) DVA forms could be shorter and more to the point ....................
(i) The introduction of GST on DVA services has increased
workloads significantly ...............................................................
(j) DVA programs encourage veterans & war widows to lead a
healthy lifestyle ..........................................................................
(k) DVA arrangements for admission to hospital improve the
health outcomes for veterans & war widows ..............................
(l) I am very satisfied with the current referral arrangements .........
02474.QRE.V2
Agree
Neither
Agree
Nor
Disagree
Disagree
Strongly
Disagree
Don’t
know
NA
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
1
2
3
4
5
6
9
9
Page 4
DISCHARGE PLANNING
Discharge planning processes ensure that arrangements for care and support are in place when the veteran is discharged
from hospital.
16. Have you participated in the hospital discharge planning process for veterans and war widows in the last 12 months?
Yes
No (but could potentially be involved)
Not applicable (to me at all)
 (GO TO Q17a)
1
 (GO TO Q17b)
2
 (GO TO Q20)
9
17a. At what stage were you involved in the discharge planning process? (Tick any boxes that apply).
At the pre-admission stage
During the hospital stay
At the discharge stage
Post discharge
 (GO TO Q18a)
1
 (GO TO Q18a)
2
 (GO TO Q18a)
3
 (GO TO Q18a)
4
17b. Why haven’t you participated in any of the hospital discharge planning processes?
......................................................................................................................................................................................
......................................................................................................................................................................................
......................................................................................................................................................................................
18a. Do you think that discharge planning arrangements are having a positive impact on the health outcomes of DVA
veterans and war widows?
Yes
Somewhat
No
Don’t know
 (GO TO Q19)
1
 (GO TO Q18b)
2
 (GO TO Q18b)
3
 (GO TO Q19)
4
18b. What changes do you think DVA could make to improve the arrangements ?
....................................................................................................................................................................................
....................................................................................................................................................................................
....................................................................................................................................................................................
19. Do you use the DVA discharge planning manual?
Yes, all or most of the time
Yes, sometimes
Rarely
Never
Wasn’t aware of it
02474.QRE.V2
1
2
3
4
5
Page 5
DVA SPONSORED EDUCATION ON MENTAL HEALTH ISSUES
20. Have you attended a DVA sponsored education workshop on the mental health issues of veterans?
Yes
No
1
 (GO TO Q22)
2
21. In terms of meeting the needs of your veteran clients, how useful did you find the workshop?
Very useful
Quite useful
Neither useful, nor not very useful
Not very useful
Not at all useful
1
2
3
4
5
DVA TRANSPORT ENTITLEMENTS
22. Are you involved in arranging transport under DVA transport entitlements for veterans or war widows?
Yes
No
Not applicable
1
 (GO TO Q27a)
2
 (GO TO Q27a)
9
23. How often do you get involved in arranging transport for veterans or war widows?
Very often
Quite often
Occasionally
Not very often
Never
1
2
3
4
5
24. How frequently do you complete a “Claim for Travelling Expenses” (D800) form to certify attendance by a veteran or
war widow?
Never
Less than one per week
Between 1 and 5 per week
Between 6 and 10 per week
Between 11 and 20 per week
More than 20 per week
1
2
3
4
5
6
25. Based on your experience with DVA over the last 12 months, how satisfied are you with the level of information that
DVA provides to you in relation to travel?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
02474.QRE.V2
1
2
3
4
5
Page 6
26. Based on your experience with DVA over the last 12 months, how satisfied are you with the information you are
required to provide on the D800 form?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
Not Applicable
1
2
3
4
5
9
GENERAL
27a. To what extent do you agree or disagree that DVA service arrangements are having a positive impact on the health
outcomes of veterans and war widows?
Strongly agree
Agree
Neither agree, nor disagree
Disagree
Strongly disagree
1
2
3
4
5
27b. Why do you say that?
....................................................................................................................................................................................
....................................................................................................................................................................................
....................................................................................................................................................................................
28a. Overall, how satisfied are you with the service provided to you by DVA?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
1
2
3
4
5
28b. Why do you say that?
....................................................................................................................................................................................
....................................................................................................................................................................................
....................................................................................................................................................................................
29. Has this service provided by DVA improved, deteriorated or not changed over the last 12 months?
Improved
Deteriorated
Remained about the same/no change
02474.QRE.V2
1
2
3
Page 7
30. Compared with other funding bodies (e.g. private health funds), how would you rate DVA’s overall performance in its
dealings with you?
Much better
Slightly better
Neither better, nor worse
Worse
Much worse
Not applicable
1
2
3
4
5
9
31. Based on your experience with DVA over the last 12 months, to what extent do you agree or disagree that DVA fee
levels are appropriate?
Strongly agree
Agree
Neither agree, nor disagree
Disagree
Strongly disagree
1
2
3
4
5
32. Aside from fees, what is the main change that DVA could make in order to build a better business relationship with
you?
....................................................................................................................................................................................
....................................................................................................................................................................................
....................................................................................................................................................................................
33. What is the main change that DVA should make in order to improve the health outcomes for veterans and war
widows?
....................................................................................................................................................................................
....................................................................................................................................................................................
....................................................................................................................................................................................
02474.QRE.V2
Page 8
34. Which of the following best describes you? Tick one box below.
LMO/GP
Medical Specialist
Hospital Discharge planner
Hospital Accounts Manager
Dentist
Dental Prosthetist
Community nurse
Pharmacist
Optometrist
Occupational Therapist
Podiatrist
Other Allied Health provider
Veteran’s Home Care Service Assessor
Veteran’s Home Care Service Provider
Other (please write in)
...........................................................................................................................................................................
1
2
3
4
5
6
7
8
9
10
11
12
13
14
35. Which of the following best describes your hospital/clinic?
Public Teaching Hospital
Other Public Hospital
Private Hospital
Private Day Procedure Centre
Not Applicable
1
2
3
4
9
36. And where are you located?
Sydney
Other NSW
Melbourne
Other Victoria
Brisbane
Other Queensland
Adelaide
Other SA/
1
2
3
4
5
6
7
Perth
Other WA
Hobart
Other Tasmania
Darwin
Other NT
ACT
9
10
11
12
13
14
15
8
THANK YOU FOR COMPLETING THIS SURVEY
Approximately how long did it take you to complete this questionnaire?
Write in box
Minutes
Please place your completed survey form in the Reply Paid envelope provided and post it back to NWC:
Skipping Girl Place, 651 Victoria Street, Abbotsford, Melbourne VIC 3067
By Friday, 5th September, 2003
02474.QRE.V2
Page 9
PHARMACY QUESTIONS
37. Do you counsel your veteran clients personally when they collect their medication?
Always
Often
Seldom
Never
 (GO TO Q39)
1
 (GO TO Q39)
2
 (GO TO Q38)
3
 (GO TO Q38)
4
38. What are the main barriers to you providing a personalised counselling service to veterans and war widows? (Please
tick any that apply)
Don’t have the time
Lack of remuneration for the service
Not enough qualified staff
Lack of an appropriate counselling area
Clients are not interested or would be resistant to the service
Other (write in)
1
2
3
4
5
.............................................................................................................................................................................................................
39. Are you aware of the following services and information resources? (Please tick any that apply)
DVA State Office Pharmacy advisors
MediWise-Wise use of Medicines presentation
MediList Medication Record Card
DVA sponsored PSA Fact Sheets
So You’re Going to Hospital Brochure
None of the above
1
2
3
4
5
6
40. Have you accessed any of the following DVA services and information resources? (Please tick any that apply)
DVA State Office Pharmacy advisors
MediWise-Wise use of Medicines presentation
MediList Medication Record Card
DVA sponsored PSA Fact Sheets
So You’re Going to Hospital Brochure
None of the above
1
2
3
4
5
6
41. What services would you like to see initiated by DVA to assist you in providing veterans and war widows with
personalised pharmaceutical care?
..................................................................................................................................................................................
..................................................................................................................................................................................
THANK YOU FOR COMPLETING THIS SURVEY
Approximately how long did it take you to complete this questionnaire?
Write in box
Minutes
Please place your completed survey form in the Reply Paid envelope provided and post it back to NWC:
Skipping Girl Place, 651 Victoria Street, Abbotsford, Melbourne VIC 3067
By Friday, 5th September, 2003
02474.QRE.V2
Page 10
VETERANS HOME CARE QUESTIONS
42. Do you think that the introduction of the Veterans’ Home Care (VHC) program has resulted in overall benefits to DVA
clients?
Yes
1
No
2
Don’t know
9
43. Based on your experience with VHC over the last 12 months, to what extent do you agree or disagree with the
following statements. (Tick one box for each statement below)
(a) The VHC program has had a positive impact on client
access to care
Strongly
Agree
Agree
Neither
Agree
Nor
Disagree
Disagree
Strongly
Disagree
Don’t
know
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
(d) DVA has provided adequate administrative and
management support
1
2
3
4
5
9
(e) DVA’s policy guidelines and system manuals are short
and to the point
1
2
3
4
5
9
1
2
3
4
5
9
(g) DVA’s policy guidelines and system manuals are very
useful
1
2
3
4
5
9
(h) DVA’s policy guidelines and system manuals are easy to
understand
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
(b) The VHC program has had a positive impact on the
health/well-being of VHC clients
(c)
(f)
(i)
(j)
The VHC program has had a positive impact on carers’
access to support
Performance of the VHC information technology (IT) system
has improved through the year
It is frustrating dealing with DVA regarding VHC system
issues
Participating in the VHC program has been financially
worthwhile for you/your organisation
THANK YOU FOR COMPLETING THIS SURVEY
Approximately how long did it take you to complete this questionnaire?
Write in box
Minutes
Please place your completed survey form in the Reply Paid envelope provided and post it back to NWC:
Skipping Girl Place, 651 Victoria Street, Abbotsford, Melbourne VIC 3067
By Friday, 5th September, 2003
02474.QRE.V2
Page 11
COMMUNITY NURSING QUESTIONS
44. In terms of helping you provide community nursing services to veterans and war widows, please rate the usefulness
for each of the section of the Community Nursing Guidelines. (Tick one box for each section below)
Of Some
Use
Useful
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
(i)
(j)
The Deed
Selection of a community nursing provider
Eligibility for service
Standards and Quality
Client Classification System
Exceptional Case System
Claims and payments
Data and reporting
Best practice
Other DVA Services
No Use
At All
DK/NA
1
2
3
9
1
2
3
9
1
2
3
9
1
2
3
9
1
2
3
9
1
2
3
9
1
2
3
9
1
2
3
9
1
2
3
9
1
2
3
9
45. What else would you like to see included in the Guidelines?
....................................................................................................................................................................................
....................................................................................................................................................................................
....................................................................................................................................................................................
46. Do you find the Community Nursing Circular valuable?
Yes
No
Don’t receive it
1
2
3
47. How satisfied are you with each of the following elements of the DVA Community Nursing Program? Tick one box for
each element below.
Very
Satisfied
(a)
(b)
(c)
(d)
(e)
(f)
(g)
Referral for service
Classification system
28 day payment period
Claim and minimum data set information
Claiming mechanisms
Audit processes
Exceptional Case claims
Neither
Satisfied
Nor
Dissatisfied
Satisfied
Dissatisfied
Very
Dissatisfied
DK/NA
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
48. For any elements that you are “Dissatisfied” with, please write in the reasons for this dissatisfaction.
....................................................................................................................................................................................
....................................................................................................................................................................................
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02474.QRE.V2
Page 12
49. How useful have you found the following sources to be when you have needed information about the DVA Community
Nursing Program requirements? Tick one box for each source below.
Very
Useful
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
(i)
(j)
Community nursing advisors
DVA State office administrative staff
Community nursing guidelines
DVA Internet site
DVA National Office
Nursing Services Package (NSP) help desk
Other community nursing providers
The Community Nursing Circular
Referral agencies
Other (please write in)
Neither
Useful, Nor
Not Very
Useful
Quite
Useful
Not Very
Useful
Not at
all useful
Don’t know/
Can’t Say
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
1
2
3
4
5
9
......................................................................................
......................................................................................
THANK YOU FOR COMPLETING THIS SURVEY
Approximately how long did it take you to complete this questionnaire?
Write in box
Minutes
Please place your completed survey form in the Reply Paid
envelope provided and post it back to NWC:
Skipping Girl Place, 651 Victoria Street, Abbotsford, Melbourne VIC 3067
By Friday, 5th September, 2003
02474.QRE.V2
Page 13