Supporting people with chronic health conditions by providing the knowledge and skills to manage their health.

If not managed correctly, chronic diseases can have a huge impact on the quality of your life. That’s why we’ve developed CareFirst. We will work with your doctor to develop a personalised care plan that includes support services and personal coaching, so you can develop the skills and confidence to manage your condition and stay well.


What is CareFirst?

Many people with chronic diseases may feel they can manage their condition on their own. However, an important part of staying well, and avoiding the need for considerable care in the future is learning how to stay in control of your health.

CareFirst provides extensive support in conjunction with your GP and other health professionals, to help you understand, and manage your chronic health condition. Through personal coaching support, you will set lifestyle goals, and learn the skills you need to take control of your health so you can achieve those goals.

The program is based on evidence-based chronic disease management interventions that have been shown to improve patient health and outcomes.

CareFirst is for people diagnosed with one of the following chronic health conditions:

CareFirst Chronic heart failure

Chronic heart failure

Chronic obstructive pulmonary disease

Chronic obstructive pulmonary disease

CareFirst Osteoarthritis


CareFirst Type2 diabetes

Type 2 diabetes

CareFirst Cardiovascular disease

Cardiovascular disease


How does CareFirst help?

CareFirst works alongside your healthcare team to empower you to take control of your health. Our CareFirst care coordinators work with your doctors and any other healthcare professionals to develop a personalised program, giving you the knowledge and skills to look after your health long-term, and avoid complications and the need for extensive care in the future.

Support services include:

  • a new or updated tailored care plan specific to your needs
  • a series of health coaching sessions to build your confidence to manage your own health
  • an information pack about your condition
  • access to a health advice line for any questions or concerns.

How does CareFirst work?

Using a personal coaching model, your CareFirst team will help you achieve your health goals and provide you with the knowledge and skills you need to manage your chronic health condition.

CareFirst runs for six months and includes phone calls or video calls from a customer care consultant. The program concludes with a review of your health goals.

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I got immediate assistance for what I needed at home.

QLD participant

Case Study

How we’re helping people like Marg

Marg is 69 and has a diagnosis of asthma, coronary heart disease, type 2 diabetes and osteoarthritis.

Together with Marg’s Care Coordinator, they developed an individualised plan to focus on Marg’s specific and unique goals around her health.

Marg mentioned one of her main health goals was to lose some weight and be more mobile.

Support included:

  • coaching sessions with her care coordinator to increase knowledge and confidence in managing her health
  • three consultations with a dietitian
  • formal personal training sessions, including organised pool sessions to help with movement-related pain
  • started using an exercise video at home
  • engaged with a physiotherapist, ophthalmologist and podiatrist.
  • medication review which led to a new diabetes medication

As a result of Marg being in the CareFirst program, she lost more than three kilograms, improved her diabetes with new diabetes medication, increased her physical activity to 240 minutes of exercise each week from no exercise at all, is making healthier food choices, and has reduced her risk of hospitalisation.


How do I know if I’m eligible for the program?

If you have an illness such as diabetes, asthma or heart failure and you have had a recent hospital stay, the CareFirst program may be able to support you manage your health and avoid future hospital admissions. If you’re 18 years or older and hold an eligible hospital product with your private health insurer, we may contact you to offer the program.

Why is this program being offered?

Rising rates of chronic health issues have put more strain on the Australian healthcare system and whilst GPs are managing this, work pressures and under-resourcing can make it difficult for clinicians to incorporate integrated management support into patient schedules.

CareComplete and the funding parties believe that investing in programs such as CareFirst will help alleviate some of these pressures from our healthcare system and empower individuals to know what they can do to help manage their health.

How will I benefit?

CareFirst is designed to help you manage your chronic health condition, empowering you with the knowledge and skills to look after your health long-term, so you can avoid complications and the need for extensive care in the future.

What’s involved if I participate?

The CareFirst team works closely with you, to help support you achieve your long-term health goals. The first step is to have a conversation with the care coordinator at the initial appointment. They’ll provide support and guidance in areas such as preventative health, overall wellbeing, medication and/or symptom management. The initial appointment is followed by a series of health coaching sessions in which your care coordinator guides you to keep focused, motivated and to take positive steps towards improving overall health and wellbeing.

Ongoing telephone support throughout the program is available from a customer care consultant who encourages you to keep on track with resources that may improve your health and wellbeing. You may also receive access to online resources and a health advice line.

What’s a care coordinator?

A care coordinator is a registered nurse or allied health professional such as a physiotherapist or occupational therapist. All CareFirst care coordinators hold current registration to practice with the Australian Health Practitioners Regulation Agency (AHPRA) or their relevant professional organisation. A care coordinator specialises in coordinating your care and assists you in identifying and achieving your health goals.

What’s a customer care consultant?

A customer care consultant provides administrative support for the CareComplete programs. Customer care consultants will also interact virtually with participants to check in on their progress and provide information when required.

I feel like I’m managing well on my own. Why would I need to participate?

It’s great that you feel you’re managing well on your own. However, a preventive health and wellbeing program is also about building awareness so you can continue doing the things you love now into the future. That might mean:

  • being active with children
  • playing a sport / other outdoor activities
  • travelling
  • attending family events.

Your care coordinator will help you work out exactly what’s important to you.

Does this program cost me anything?

For eligible participants, the program itself is free to participate in.

However, if there are costs involved in any of the services recommended to you such as a dietitian appointment, physiotherapy appointment or other services that benefit you, your care coordinator will discuss your options with you. We will not enrol you into any program for any additional services if you do not agree to it.

Depending on your level and types of cover, some of these services may be claimed through your private health insurance. We recommend you contact your health fund if services are suggested to you and checking your eligibility.

How is my privacy protected?

We are committed to protecting your privacy as part of your participation in the CareFirst program. We will handle your personal information in accordance with all applicable Commonwealth and state legislation, which governs use collection, disclosure, storage, access and disposal of personal information.

For detailed information about how we deal with your personal information, you can read our privacy policy at