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Lack of support for PATS services @ the health campus

Posted By beidnm86

"Lack of support for PATS services @ the health campus"

About: Hedland Health Campus

(as the patient),

Despite, I believe, numerous complaints the PATS team at Hedland Health campus have all but gone. Previously we had a PATS Staff member on the counter to assist our Aboriginal and non aboriginal community. Whilst Mr F does a great job to help people he is not a PATS team member, and, in my opinion, neither he should be. I think it’s about time WACH supported our community and not centralise everything back to Perth. Not good enough in my opinion and I think it’s time our Minister acted. 

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Responses

Response from Roger Golling, Operations Manager, East Pilbara, WA Country Health Service (WACHS), Pilbara 2 months ago
Roger Golling
Operations Manager, East Pilbara,
WA Country Health Service (WACHS), Pilbara

Submitted on 27/10/2025 at 6:03 PM
Published on Care Opinion Australia on 28/10/2025 at 9:51 AM

Dear beidnm86

Thank you for your feedback regarding PATS and taking the time to voice your concerns.

For quite some time, the Pilbara PATS office experienced significant workforce challenges which impacted critical day-to-day operations. This resulted in many urgent queries not being addressed in a timely manner, protracted phone wait times, and reimbursements not being processed within allowable timeframes. PATS staff have adapted to address these challenges which has resulted in overall improvement in several of these areas. These changes have also resulted in a significant reduction in complaints from the community.

Presently, our Aboriginal Liaison Officers based at Hedland Health Campus are on-hand to assist Aboriginal community members with completing and submitting PATS forms which are then passed on to our team to process. Wirraka Maya Health Service in South Hedland also offers assistance with completing and submitting PATS applications.

We do have a Pilbara PATS team member located at Hedland Health Campus and in the instance face-to-face support is required for access to the scheme, we strongly recommend contacting Pilbara PATS on 1800 138 653, or email PATS.Pilbara@health.wa.gov.au to coordinate a date and time.

Again, thank you for taking the time providing your feedback and voicing your concerns for the community.

Warm regards

Roger Golling

Operations Manager East Pilbara

WA Country Health Service (WACHS) Pilbara

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