Process
These procedures apply to all types of claim processing. They do not apply to requests arising from a s148 direction issued by the Veterans' Review Board as the delegation is being excised by the Board.
Commonly asked questions
Why i
Using MAC advice
While MAC advice can be us
Requesting MAC advice
The vast majority of MAC requests should be made in R&C ISH or iRBS.
The identity of the MACs must be protected at all times, including in R&C ISH, iRBS, case notes in R&C ISH and emails to both the MAC mailbox and the Senior Medical Adviser (SMA).
Staff must only use the initials of the MAC and position number, if known.
Registered nurses
A registered nurse is not a qualified medical practitioner and, except in rare circumstances, must not diagnose medical conditions.
Where evidence shows the medical practitioner diagnosed the condition(s), including any requirements of policies and SOPs, it may be reasonable for a registered nurse to fill out the DVA paperwork.
Treating specialists
If delegates or CSOs are unable to obtain the necessary information from the client’s treating GP, it may be necessary to approach a treating specialist.
A specialist is a medical practitioner with the necessary qualifications and clinical training to carry on practice in a particular medical field. Only seek information from a treating specialist in the medical field relevant to the condition(s) being assessed.
General practitioners
It is preferable to gather medical information from a client’s treating GP unless it is required by DVA policy. This is because GPs are likely to have better access to and knowledge of the client’s current medical history.
Report requests and Medical Impairment Assessment (MIA) forms
Medical report request
A medical report request is a broad, letter style request that can be sent to providers when a range of medical information is needed. Requests are generated in R&C ISH and may be useful for evidence such as diagnosis, treatment history or prognosis, employment information, supplementary information across different claim types.
For efficiency and completeness, wherever practical the standard medical report request for your business area should be used.
Initial request
When communicating with healthcare providers, communication should focus on finalising a client's claim as efficiently and accurately as possible.
Things to keep in mind:
• Contact should be made at a time that is suitable for the medical practice
• Be concise and specific
• The information being requesting may not always be readily available
• Be flexible with how the medical practitioner or their staff prefer to send information to DVA.