What happens after you refer a veteran — so they won't fall through a gap

Short answer: once your referral reaches Carehaven, we confirm it the same business day, check eligibility and that the need fits our services, contact the veteran, arrange an RN home assessment, agree a care plan and schedule visits matched to need — keeping you informed along the way. Care can commence under the DVA standard Schedule of Fees once a valid referral and eligibility check are in place, with no separate DVA approval needed to begin.

The short version: you send the referral and hand over with confidence. Carehaven confirms receipt the same business day and carries the process from eligibility check through to scheduled visits. Refer a veteran →

Step 1 — Same-business-day confirmation

When your completed DVA referral form (D9389) reaches us, we confirm receipt the same business day. You know the referral has landed and is being actioned — no wondering whether it arrived or sat unread.

Step 2 — Eligibility & service-fit check

We check DVA eligibility and confirm that the veteran's needs sit within our contracted Community Nursing services — for example wound care, medication support, diabetes, continence, catheter or stoma care, palliative support, post-discharge nursing, and personal care following clinical assessment. If anything needs clarifying, we come back to you rather than letting the referral stall.

Step 3 — We contact the veteran or carer

We reach out to the veteran (or their nominated carer) to introduce Carehaven, explain what to expect, and arrange a suitable time for the initial nursing assessment. The person is contacted directly — they don't have to chase anyone.

Step 4 — RN home assessment

A registered nurse completes a home assessment to understand the clinical need, the home environment and any risks. This assessment sets the foundation for safe, appropriate care and confirms the specific nursing support required.

Step 5 — Agreed care plan

From the assessment, an individualised care plan is agreed. It sets out the nursing services to be delivered and how they map to the assessed clinical need, so care is purposeful from the first visit.

Step 6 — Scheduled visits matched to need

Community Nursing is then delivered as scheduled visits, with the number and type matched to assessed need. Care commences under the DVA standard Schedule of Fees once referral and eligibility are in place — a valid referral and eligibility check are enough to begin, with no separate DVA approval required to start.

Step 7 — Keeping you informed

As the referrer, you're kept in the loop at key points — assessment and commencement — so you can see your patient has been picked up and care is underway. Continuity between your care and ours is the point.

Step 8 — Higher needs handled through DVA's Exceptional Case process

Standard Community Nursing allows up to 84 core visits per 28-day claim period. Where a veteran's needs exceed that threshold, the additional care is managed through DVA's Exceptional Case process by the provider — so intensive or complex needs are still supported rather than turned away.

Service area: Melbourne's outer north (Donnybrook, Craigieburn, Epping, Whittlesea) through Mitchell and the Macedon Ranges to Greater Bendigo.

Frequently asked

How will I know my referral was received?

We confirm receipt the same business day, so you have clear acknowledgement the referral has landed and is being actioned.

Do I need to wait for DVA approval before care starts?

No. For standard Community Nursing, care can commence once a valid referral and eligibility check are in place — no separate DVA approval is required to begin.

Who contacts the veteran?

Carehaven does. We contact the veteran or their nominated carer to arrange the initial RN assessment, so your patient isn't left to chase anything.

What if the veteran's needs are very high?

Standard care allows up to 84 core visits per 28-day claim period. Needs beyond that threshold are managed through DVA's Exceptional Case process by the provider.

Will I hear how my patient is going?

Yes — as the referrer you're kept informed at key points such as assessment and commencement of care.

A de-identified example: complex care, kept safely at home

An elderly veteran with complex, high-intensity needs — multiple wounds requiring regular clinical dressing, continence management and cognitive decline — wished to remain in his own home rather than move into residential care. Carehaven completed a registered-nurse assessment and an individualised care plan, then delivered coordinated nursing across the day: clinical wound care with scheduled review, continence support, monitoring of sleep and wellbeing, GP liaison, and a documented RN report after every visit with structured incident management.

Because his needs exceeded the standard Community Nursing visit thresholds, Carehaven prepared and secured a DVA Exceptional Case approval, so his funded care could continue at the level he genuinely required. He continued to receive safe, coordinated clinical care at home, with continuity and registered-nurse oversight.

Identifying details (name, location, dates and clinical specifics) have been withheld for privacy. Shared as a de-identified illustration only — confirm client/representative consent before publishing.

Refer a veteran and hand over with confidence

Same-business-day confirmation. We carry it from eligibility check to scheduled visits.

Refer a veteran →

Or call our intake team on 1300 310 605

How to refer a veteran for DVA Community Nursing → DVA Community Nursing after hospital discharge → Who can refer to DVA Community Nursing? → Download the one-page referral checklist →

General information for health professionals, not clinical, legal or funding advice. Individual eligibility and funded services are determined by DVA. Sources: DVA Community Nursing provider & referral information (dva.gov.au).