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Excessive Wait times at PATS Office related to understaffing...

Posted By Jaki

"Excessive Wait times at PATS Office related to understaffing."

About: Patient Assisted Travel Scheme - WACHS Midwest

(as a service user),

While awaiting assistance at PATS. Already unwell, We are expected to wait for assistance for 30 to 40 minutes I believe because of Understaffing. I understand that 3 people there had already been trying to phone prior to coming in. One person was doing the best they could. I believe that there would be less health problems if there were more staff to deal adequately with issues presenting and that goes for Inpatient care as well..

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Responses

Response from Karen Street, Director Population Health, WACHS Midwest 2 days ago
Karen Street
Director Population Health,
WACHS Midwest

Submitted on 24/10/2025 at 3:02 PM
Published on Care Opinion Australia at 4:06 PM

picture of Karen Street

Dear Jaki

Thank you for raising your concerns with us on Care Opinion

I acknowledge that there are currently workforce challenges facing the PATS team and these are affecting our ability to promptly deal with enquiries. I apologise that this has led to yourself and other community members to face an extended wait when they present to or call their local PATS team. We are working hard currently to fill our vacant positions and ensure we have enough staff to process claims in a timely manner.

It may assist you to know you can email your application to the PATS offices rather than having to attend your local PATS office in person. Email addresses for each office are available at WA Country Health Service - PATS contacts. For our community there is additional information at WA Country Health Service - Patient Assisted Travel Scheme - PATS which may answer some enquiries without the need to call or visit the office.

I would welcome the opportunity to speak with you and ensure all your specific PATS needs are met. My Name is Karen Street, I am the PATS Coordinator Midwest, I can me reached on 9956 1962 or Karen.Street@health.wa.gov.au

Thank you again for raising your concerns and I look forward to hearing from you if you wish to discuss further.

Regards

Karen Street

PATS Coordinator

WA Country Health Service – Midwest

Tel: 9956 1962

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