Veterans and eligible family members with a Veteran Gold Card or White Card can access a wide range of health services funded by the Department of Veterans’ Affairs (DVA). Telehealth is now a regular part of Australian healthcare, and many cardholders want to know how the DVA face-to-face requirement affects the way they see their doctor or allied health provider.
In simple terms, the DVA face-to-face requirement sets out when you must attend an appointment in person instead of by video or phone. For GP and specialist services, DVA generally follows the Medicare Benefits Schedule (MBS) rules, so many of the same conditions apply to veterans as to the wider community.
Knowing how each DVA face-to-face requirement works helps you plan appointments, avoid gaps in care and make sure your provider can claim services correctly.
When In-Person Consultations Are Required
For most GP telehealth services, you need an established clinical relationship with the practitioner or practice. This usually means you have had at least one face-to-face consultation with that GP, or another GP at the same practice, in the previous 12 months.
Some exemptions apply. These include children under 12 months, people experiencing homelessness and patients of Aboriginal Community Controlled Health Services. Urgent after-hours care may also fall outside the rule.
Some services always need you in the room. These include:
- Physical examinations and procedures
- Immunisations and wound care
- Many health assessments
- Hands-on therapies such as physiotherapy treatment
- Hearing and dental services
How Face-to-Face Differs From Telehealth
Telehealth covers consultations by video or phone. It suits follow-up appointments, test result reviews, prescription renewals and many mental health sessions. Video is usually preferred for longer consultations, and some longer phone consultations have restrictions.
DVA also funds telehealth for a number of allied health services where it is clinically appropriate. Psychology, social work, occupational therapy and dietetics are common examples. These services still follow DVA’s treatment cycle rules. A referral from your GP covers up to 12 sessions or one year, whichever comes first. Your provider then reports back to your GP before a new cycle starts.
Face-to-face care gives your practitioner the chance to examine you, check vital signs and pick up details that may not show on a screen. Telehealth offers convenience and reduces travel. Many veterans use a mix of both.
What Veterans Should Be Aware Of
Use these steps to keep your care on track:
- Check before booking. Ask the practice if your appointment can be done by telehealth or needs to be in person.
- Maintain regular in-person visits. Seeing your usual GP face-to-face at least once a year keeps you eligible for most telehealth services.
- Keep referrals current. Make sure your allied health referral is valid and your treatment cycle has not ended.
- Ask about travel support. DVA may help with travel costs to attend approved treatment if you meet the eligibility criteria. Lodge a travel claim within the required timeframe.
- Use mental health support. Anyone with at least one day of continuous full-time service can access DVA-funded treatment for any mental health condition, often through telehealth.
Veterans in rural and remote Australia may find telehealth especially useful, though in-person visits remain necessary for many services.