The College has recently raised concerns regarding the delays experienced by members in contacting the Veterans’ Affairs Pharmaceutical Advisory Centre (VAPAC).
The Department of Veterans’ Affairs has acknowledged there has been a recent increase in VAPAC waiting times in peak periods and apologises for any inconvenience caused to doctors and their patients who may have experienced this when utilising the service.
The average wait time for a call to be answered between 8:00am and 6:00pm in September 2024 was three and a half minutes. DVA acknowledges this has been longer for some providers when ringing in peak periods, however this is not the norm.
The current call wait time does not indicate a permanent change to VAPAC service delivery standards and this is an issue that DVA is actively working to address. DVA is also currently exploring options to improve the online functionality for the Repatriation Pharmaceutical Benefits Scheme (RPBS) which will considerably streamline approval processes for providers, including the establishment of digital upload capability through the Health Professional Online Services (HPOS).
The Department recognises that doctors’ time is limited and acknowledge and appreciate the service they continue to provide to the veteran community. Receiving feedback is valuable and will be used to inform the continued improvement of the services for both veterans and providers.
During this time, the continued use of VAPAC on 1800 552 580 is encouraged as DVA’s
pathway to provide the veteran community with continued access to the affordable
medicines they require.
It is appreciated the wait times are problematic for some providers and initiatives to address the problem will not be immediate.
Please contact policy@acrrm.org.au if you have experienced problems with longer wait time or if you would like the College representative to raise any other issues with the DVA GP Advisory Group.