Innovating for members living with chronic disease


This is a Medibank Live Better article and can be viewed in full on the Medibank website here. Written by Medibank

In 2017-18, nearly half of all Australians reported living with a chronic disease, which includes conditions such as heart disease, arthritis and diabetes.

Better management of these conditions gives people a better quality of life and, importantly, may help them stay out of hospital. That’s why Medibank has developed the CareComplete suite of programs and offers them at no cost* to eligible members.

CareComplete is one of the largest chronic disease management programs in Australia. We have enrolled more than 36,000 participants and worked with more than 3,000 GP clinics and 4,600 GPs to assist their patients to manage chronic conditions. Of the participants who graduate from CareComplete programs, nearly 7 out of 10 had an improvement in their knowledge, skills and confidence in being able to manage their own health and healthcare. The same proportion of graduates also had a reduction in the hospital admission risk.

CareComplete is made up of three programs:


CarePoint provides patients with chronic and complex needs a comprehensive support network to help them navigate the healthcare system. The program uses a stepped care approach, which means that while the program can be up to a year in duration, the actual start and end dates of the program will be tailored to the patient’s needs. It supports them to manage their condition at home to try to avoid hospital admissions.

Once patients are enrolled in the program, an initial appointment takes place, where the patient and Care Coordinator develop a health action plan and coordinate necessary support. This appointment can either be face-to-face in the form of a home visit, or over the telephone or using a video platform.

The CareComplete team regularly invites eligible* Medibank members to participate in the CarePoint program.

Read more about CarePoint and how we’ve helped Belle.


CareFirst is a six-month behaviour change program for patients who have been recently diagnosed with chronic heart failure, chronic obstructive pulmonary disease, osteoarthritis, type 2 diabetes or cardiovascular disease. The program is delivered over the telephone or using a video platform.

It is designed to help patients understand their health better and to make lifestyle and behaviour changes to try to proactively prevent further progression of their condition. Patients are provided with a personalised health plan, information specific to their condition, health coaching, access to a community service directory and telephone access to their own Customer Care Consultant.

The CareComplete team regularly invites eligible* Medibank members to participate in the CareFirst program.

Read more about CareFirst and how we’ve helped Marg.


CareTransition is a 30‐day hospital discharge support program that guides patients in transitioning from hospital to home, and managing their recovery to try to prevent readmission. The program is delivered face-to-face in the form of a home visit. In certain circumstances, telephone or video platform may be used.

Where possible, eligible patients are contacted before they go to hospital and provided with information on how they can prepare for their hospital stay and recovery. All patients receive assistance with discharge planning and the early post-discharge period.

Read more about CareTransition and how we’ve helped Geoff.

Referred services may attract a charge, depending on the provider. If members are referred to external healthcare providers for treatment during the program, these services may attract a charge (depending on the provider). 

Written by Medibank

While we hope you find this information helpful, please note that it is general in nature. It is not health advice, and is not tailored to meet your individual health needs. You should always consult a trusted health professional before making decisions about your health care. While we have prepared the information carefully, we can’t guarantee that it is accurate, complete or up-to-date. And while we may mention goods or services provided by others, we aren’t specifically endorsing them and can’t accept responsibility for them. For these reasons we are unable to accept responsibility for any loss that may be sustained from acting on this information (subject to applicable consumer guarantees).

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