How GPs can build trust with veteran patients
When a veteran walks into your clinic, the first few minutes can shape everything that follows.
Trust doesn’t come automatically - especially for those who’ve spent years in highly structured environments, managing trauma, or navigating complex systems.
Our team work alongside doctors and allied health professionals committed to supporting veteran health.
In this article, we’ll explore what GPs can do from the very first appointment to build rapport, create a safe environment, and support long-term care.
Why trust is crucial in veteran care
Veteran patients often face barriers that go beyond a clinical diagnosis.
Many carry the weight of physical and psychological injuries, long wait times with the Department of Veterans’ Affairs (DVA), or negative past experiences with healthcare providers.
For GPs working within the Australian veteran health services space, trust isn’t just helpful - it’s essential.
“The definition of a military veteran is someone who has worn the uniform for minimum of one day. With that in mind, there is a wide spectrum of patients and associated conditions that walk in your door. How I approach every patient is with curiosity and kindness. I strive to be approachable and compassionate. DVA processes are confronting - not just for you but for them too. I approach every situation as an opportunity to build trust with them through diligence and connection.”
Let conversation lead the way
Too often, veterans report feeling rushed or misunderstood in standard appointments. The best way to counter that? Give them space to speak.
A gentle question like “What would you like me to know about your service?” can help establish rapport early on. Similarly, asking “What’s been most difficult to manage recently?” often creates space for issues that might not be mentioned otherwise. Mental health may not be the first thing raised - but for many veterans, it’s an underlying part of their healthcare journey.
If you’re looking to better understand the psychological side of veteran care - including how trauma, stress, and chronic pain can present - our understanding PTSD in veterans article shares real insights from clinicians working closely with veterans.
Understand the veteran experience beyond the paperwork
Supporting veteran patients often means recognising that their health journey may look quite different from the general population. Some may be managing the effects of long-term physical conditions, chronic pain, or service-related psychological stress - even if they don’t name it right away.
You don’t need military experience or specialist training to provide meaningful care. Sometimes it starts with simply acknowledging that their experience matters, and being open to learning more about what they’re going through.
For GPs new to this space, reading up on veteran healthcare needs like the top 20 DVA-accepted conditions — can be a helpful first step.
A connected approach to veteran health
Many veterans may feel they're being "passed around" the system. Being the GP who listens, follows up, and advocates can make a huge difference.
Consider working alongside other healthcare professionals to build a more comprehensive care plan — physiotherapists, psychologists, occupational therapists, and social workers. Together, you’ll deliver more consistent and supported care.
It’s also not uncommon for a veteran to bring in paperwork or a DVA form that you may not have seen before. A simple response like “I’m not familiar with this form, but leave it with me and I’ll look into what needs to happen — when does it need to be submitted by?” shows your commitment and builds trust, even if you don’t have the answer on the spot.
If you're unsure where to find the right information, the Veteran Access Scheme™ and our National Community of Practice - a network of doctors, nurses, pharmacists, and allied health professionals - are great resource to turn to for practical guidance and shared experience.
National Community of Practice: Join Here
Guiding veterans to the right support
Sometimes the best thing you can do is refer a veteran to someone better equipped to help in that moment.
Here are a few resources that may be helpful in a GP setting:
Open Arms – Free 24/7 counselling for veterans and families
Phoenix Australia – Trauma-informed care resources and PTSD treatment guidelines
Veteran Access Scheme™ – Support pathways and prescribing tools for chronic pain and comprehensive veteran care
DVA Guide for GPs – A practical overview of billing, referrals, treatment cycles, and veteran health card eligibility
There’s no one-size-fits-all approach to caring for veterans. Every patient brings their own story, and often, trust is built gradually - through consistency, transparency, and genuine care.
Our team at Provocatus understands the complexity of this space. That’s why we’re focused on offering practical tools, peer connection, and relevant education to help GPs feel supported, not just informed.
If you’re looking to stay connected with others navigating similar challenges, our National Community of Practice is a good place to start.
