D R A F T

/ 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 ofdoctors, specialists; general practitioners, medical specialists, dentists, s; optometrists, ; community nurses, pharmacists, ; allied health professionals, ; pharmacists; 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 our NWC’s toll free number 1800505185 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 (è) 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, Wednesday, 13th August, 2003. Thank you for your help in this survey. Please start with Q1 below. …

D R A F T

1.  Approximately, what percentage of your clients are veterans and war widows?

Tick Box

<1% / 1
1-9% / 2
10-19% / 3
20-49% / 4
50-100% / 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 / 1
About the same / 2
Less time / 3
Not applicableDon’t know / 9


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 / 1
About the same / 2
Less time / 3
Not applicableDon’t know / 9

3b. Why is that?

4. Overall, how would you rate your level of knowledge of …? (TTick one box for each statement).

Very
Good / Good / Fair / Poor / Very
Poor / DK/
NA
(a) Veterans & war widows entitlements under the
(a) Veterans & war widows entitlements under the DVA health system / 1 / 2 / 3 / 4 / 5 / 9
(b) The entitlement differences between DVA Gold &
(b) The entitlement differences between DVA Gold & White card holders / 11 / 22 / 33 / 44 / 55 / 99


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? (TTick one box for each statement below).

Strongly
Agree / Agree / Neither
Agree
Nor
Disagree / Disagree / Strongly
Disagree / DK/
NA
(a) They are easy to
(a) They are easy to contact / 1 / 2 / 3 / 4 / 5 / 9
(b) They understand my
(b) They understand my needs / 1 / 2 / 3 / 4 / 5 / 9
(c) They respond in a
(c) They respond in a timely fashion / 1 / 2 / 3 / 4 / 5 / 9
(d) They understand the
needs of veterans
(d) They understand the needs of veterans & & war widows / 1 / 2 / 3 / 4 / 5 / 9
(e) Their decisions/
advice are
(e) Their decisions/advice are appropriate / 1 / 2 / 3 / 4 / 5 / 9
(f) They are consistent
(f) They are consistent in providing feedback / 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? (TTick one box for each statement below).

Strongly
Agree / Agree / Neither
Agree
Nor
Disagree / Disagree / Strongly
Disagree / DK/
NA
(a) They are easy to
(a) They are easy to contact / 1 / 2 / 3 / 4 / 5 / 9
(b) They understand my
(b) They understand my needs / 1 / 2 / 3 / 4 / 5 / 9
(c) They respond in a
(c) They respond in a timely fashion / 1 / 2 / 3 / 4 / 5 / 9
(d) They understand the
needs of veterans
(d) They understand the needs of veterans & war widows / 1 / 2 / 3 / 4 / 5 / 9
(e) Their decisions/
advice are
(e) Their decisions/advice are aAppropriate / 1 / 2 / 3 / 4 / 5 / 9
(f) They are consistent
(f) They are consistent in providing feedback / 1 / 2 / 3 / 4 / 5 / 9


COMMUNICATION BY DVA WITH PROVIDERS

7a. How satisfied are you that your information needs from DVA are being met?

Very satisfied / 1
Satisfied / 2
Neither satisfied nor dissatisfied / 3
Dissatisfied / 4
Very dissatisfied / 5

7b. Why do you say that?

87. To what extent do you read the DVA magazine Veterans’ Health?

Don’t receive it è (GO TO Q10) / 5
Read it thoroughly Read it thoroughly / 11
Read sections of interest only Read sections of interest only / 22
Skim read only Skim read only / 33
Don’t receive it è (GO TO Q11) / 4
Receive it, but don’t read it è (GO TO Q11) / 5


89. Do you find the magazine ….?

Very informative / 1
Quite informative / 2
Neither informative nor uninformative / 3
Not very informative / 4
Not at all informative / 5

110. How often dowould you say you access the DVA website?

About once a week / 1
Every two to three weeks / 2
About once a month / 3
Less than once a month / 4
Not at all/never è (GO TO Q132) / 5
Not aware of DVA website è (GO TO Q13) / 5

121. Do you find the information on the DVA’s website to be …?

Very informative / 1
Quite informative / 2
Neither informative, nor uninformative / 3
Not very informativeVery informative / 4
Not at all informative / 5

132. If available, would you use, how likely would you usebe to use E-Commerce technology (e.g. electronic claims/billing etc) to conduct business with DVA?

Very likelyYes / 1
Quite likelyPossibly / 2
Neither likely, nor unlikelyNo / 3
Not very likely / 4
Not at all likely / 5
Already conduct business with DVA using E-Commerce / 64
Don’t know/can’t say / 7

143. What is your most preferred method of receiving information from DVA? (Tick only box only)

Mail / 1
Telephone / 2
Fax / 3
Email / 4
In person / 5

02474.QRE.V2E Page 2

D R A F T

154. Based on your experience with DVA over the last 12 months, to what extent do you agree or disagree with the following statements? (TTick one box for each statement below. For those statements that may not apply, please tick “Not Applicable”).

.

Strongly
Agree / Agree / Neither
Agree
Nor
Disagree / Disagree / Strongly
Disagree / Don’t knowDK/
NA / NANot
Applic.
(a) DVA forms are easy to complete...... complete / 1 / 2 / 3 / 4 / 5 / 6 / 9
(b) DVA administrative procedures are too complicated ...... / 11 / 22 / 33 / 44 / 55 / 66 / 99
(c) DVA administrative procedures result in unnecessary delays in
(c) the DVA administrative procedures result in unnecessary delays in provision of treatment .... / 11 / 22 / 33 / 44 / 55 / 66 / 99
(d) DVA administrative procedures impact adversely on the
(d) DVA administrativeistrative procedures impact adversely on the efficient running of my business ...... / 11 / 22 / 33 / 44 / 55 / 66 / 99
(e) There is too much paper work associated with treating DVA
(e) There is too much paper work associated with treating DVA veterans & war widows ...... / 11 / 22 / 33 / 44 / 55 / 66 / 99
(f) DVA are prompt in their payment for services for DVA veterans
(f) DVA are prompt in their payment for services for DVA veterans & war widows ...... / 11 / 22 / 33 / 44 / 55 / 66 / 99
(g) DVA administrative procedures have improved over the last 12
(g) DVA administrative procedures have improved over the last 12 months ...... / 11 / 22 / 33 / 44 / 55 / 66 / 99
(h) DVA forms could be shorter and more to the point ...... / 11 / 22 / 33 / 44 / 55 / 66 / 99
(i) The introduction of GST on DVA services has increased
workloads significantly / 1 / 2 / 3 / 4 / 5 / 6 / 9
(j) DVA programs encourage veterans & war widows to lead a
healthy lifestyle / 1 / 2 / 3 / 4 / 5 / 6 / 9
(k) DVA arrangements for admission to hospital improve the
health outcomes for veterans & war widows / 1 / 2 / 3 / 4 / 5 / 6 / 9
(l) I am very satisfied with the current referral arrangements / 9
(i) Introduction of GST on DVA services has increased workloads significant ly...... / 1 / 2 / 3 / 4 / 5 / 6 / 9
(jk) DVA programs encourage veterans & war widows to lead a healthy lifestyle...... / 1 / 2 / 3 / 4 / 5 / 6 / 9
(kl) DVA arrangements for admission to hospital improve health outcomes...... / 1 / 2 / 3 / 4 / 5 / 6 / 9
(lm) I am very satisfied with the current referral arrangements...... / 1 / 2 / 3 / 4 / 5 / 6 / 9

02474.QRE.V2E Page 5

D R A F T

02474.QRE.V2E Page 5

D R A F T

DISCHARGE PLANNING

02474.QRE.V2E Page 5

D R A F T

Discharge planning processes ensure that arrangements for care and support are in place when the veteran is discharged from hospital.

165. Have you participated in the hospital discharge planning process for veterans and war widows in the last 12 months?

Yes è (GO TO Q17a)è (GO TO Q16) / 1
No (but could potentially be involved) è (GO TO Q17Q17b) / 2
Not applicable (to me at all) è (GO TO Q20) / 9

17a.6. At what stage were you involved in the discharge planning process? (Tick any boxes that apply).

At the pre-admission stage è (GO TO Q18a) / 1
During the hospital stay è (GO TO Q18a) / 2
At the discharge stage è (GO TO Q18a) / 3
Post discharge è (GO TO Q18a) / 4

17ba. Why haven’t you If noparticipated in any of the hospital discharge planning processes, why not?.

è (GO TO Q20

17b6. At what stage were you involved in the discharge planning process?

18a. Do you think that discharge planning arrangements are having a positive impact on the health outcomes of DVA veterans and war widows?

Yes è (GO TO Q19) / 1
Somewhat è (GO TO Q18b) / 2
No è (GO TO Q18b) / 3
Don’t know è (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 / 1
Yes, sometimes / 2
Rarely / 3
Never / 4
Wasn’t aware of it / 5
At the pre-admission stage / 1
During the hospital stay / 2
At the discharge stage / 3
Post discharge / 4

17.  Which stage do you feel you should have been involved, if at all?

At the pre-admission stage / 1
During the hospital stay / 2
At the discharge stage / 3
Post discharge / 4
Don’t know / 5
Not applicable / 9


18. Do you think that discharge planning arrangements are having a positive impact on health outcomes of DVA veterans and war widows?

Yes / 1
Somewhat / 2
No / 3
Don’t know / 4
Not applicable / 9

19. Do you use the DVA discharge planning manual?

Yes, all or most of the time / 1
Yes, sometimes / 2
Rarely / 3
Never / 4
Wasn’t aware of it / 5
Not applicable / 9

DVA SPONSORED EDUCATION

DVA SPONSORED EDUCATION ON MENTAL HEALTH ISSUES

2420. Have you attended a DVA sponsored education workshop on the mental health issues of veterans?

Yes / 1
No è (GO TO Q22)SKIP!!!!!!!!!!!!!!!!!!!!!!!!!!1 / 2

215. In terms of meeting the needs of your veteran clients, how useful did you find the workshop?

Extremely Very useful / 1
Quite useful / 2
Neither useful, nor not very useful / 3
Not very usefulOf some use only / 4
No use at allNot at all useful / 5
Don’t know/can’t say / 6

02474.QRE.V2E Page 5

D R A F T

DVA TRANSPORT ENTITLEMENTS

221. Are you involved in arranging transport under DVA transport entitlementsfor for veterans or war widows?

Yes / 1
No è è (GO TO Q267a4) / 2
Not applicable è è (GO TO Q276a4) / 9

232. How often do you get involved in arranging transport for veterans or war widows?