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PATS Office

Posted By elephantfr93

"PATS Office"

About: Patient Assisted Travel Scheme - WACHS Great Southern

(as a service user),

The PATS office is closed. No notice given. The staff, always lovely in my opinion, are seemingly overwhelmed and stressed due to, as I understand it, not being unsupported, lack of full training, being delegated to other areas (not being supported in ways of continuity, routine) and not having the chance to really have a proper break. I believe this elevates their stress.

Also I think that having rotate all staff so often is not helpful in establishing rapport with clients or dealing with ongoing issues with them nor instilling confidence.

The process of what happens when the service is closed/interrupted needs attention. I believe that lack of privacy and confidentiality occurs when having to discuss at Reception or ED (Why can’t someone at those places have key to office or can there be a sign saying what the process is under circumstances?)

Also for staff to be involved, consulted in the resolution of these (this) situation. I’m sure they would have some great ideas!

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Responses

Response from Kate Varian, A/MPS Operations Manager, WACHS GS 2 months ago
Kate Varian
A/MPS Operations Manager,
WACHS GS

Submitted on 23/06/2025 at 10:51 AM
Published on Care Opinion Australia at 11:30 AM

Dear elephantfr93

Thank you for sharing your story and for the concern that you have shown to our staff. Unfortunately, there are times when the PATS office in our smaller hospitals may be closed due to unplanned leave, at short notice.

There are always other staff available to assist should urgent PATS travel, or other approvals, be required. Utilising the dedicated PATS office would be ideal however staff may be required to cover multiple roles so relocating may not be ideal at the time. We do need to rotate staff through clerical roles as part of our business continuity planning to meet, keep and grow staff skills. In reassurance, any change to conditions, service or planning will and does include staff consultation as key stakeholders.

I would be more than happy to have a conversation with you to discuss this further. My name is Kate, and I am the Operations Manager for the small hospitals in the Great Southern. My number is 0429 103 370. We are always looking to improve our service delivery and support our staff and encourage feedback accordingly.

Kind regards

Kate Varian

Operations Manager, MPS

WACHS Great Southern

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by elephantfr93 (a service user)

Hello Kate,

Thank you for the conversation we had today about the issues.

I thought it was great that you took the time to take me seriously, really listen to me and discuss various solutions that could be put in place. I really liked that you were concerned and invested in making the situation better and resolving any and all issues discussed.

I look forward to being notified when these things become a reality.

Your concern for the welfare and the wellbeing not just for the staff that you deal with but the whole workplace makes me feel very glad that I talked with you.

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