"Reimbursement timeframe"

Basically my concern is with the time it takes to get a reimbursement through PATS after having a procedure done in capital city. Now when we made the claim to PATS Midwest early February, 5 days after the treatment was received). We were told if we haven’t received payment by the end of March to contact PATS and let’s see what’s going on.

So it's now April and I still haven’t seen any reimbursement. So I went down to PATS, I tried to ring them first of all but they said to come down and see us. I went down to see PATS. had to wait but that’s ok. There was only 1 person working there that day – there was a queue of five. There was only 1 person when I was there at 11:45, however, another person did come after I’d finally got to counter at about 12:10ish, (I was not looking at watch). When I got to se the staff member they looked at form and said confirmed the date the form was received and that the bank details are correct? Then they looked at procedure and said hang on, this procedure your spouse has had done could be done in Geraldton.

I said I know that. We had the procedure done in Geraldton by a specialist who did not have the equipment needed to complete investigation and referred us to another specialist who did have in equipment in Perth.

So off we went to Perth. We had procedure and everything was ok. When submitting form, we said we’d been referred by the specialist to the specialist in Perth. So they took copy of reimbursement and told us to contact them by 31 March if we hadn’t received the reimbursement.

When went in, the staff member said I’ll send an email now to the people who do the reimbursement. In my own experience with payments, I can make a payment to my bank in 30 minutes. The staff member said we’re under staffed and we get a backlog of applications.

I said I understand but it didn’t used to be like that. So they sent an email to expediate payment but advised today is Wednesday when we make the payments so I’ve missed today. It might get done next Wednesday which means will be paid by Friday but don’t expect it until the following Friday. So I said basically you’re telling me another 2.5 weeks and I said really that’s not satisfactory in this day and age and in this economy.

I have already been to my local member who was under impression that turnaround time is out to 12 weeks for payment. I think that’s just absolutely ridiculous. Myself and my spouse, we’re not in hardship but there are people out there that are. What happens if you have 2-3 trips to Perth?