"PATS East Pilbara"

About: Patient Assisted Travel Scheme - WACHS Pilbara

(as the patient),

We have been trying to get ahold of someone from the PATS East Pilbara over a period of three days, with multiple phone calls. The shortest  wait we had via phone was 1 hour and 11 minutes. We can appreciate people being busy, but this seems to be a constant issue with PATS in the East Pilbara. Flights from the East Pilbara to Perth are beyond expensive, let alone having to book hotels and car hire. Not being able to speak with anyone from PATS or obtain further assistance or receive any feedback is terribly frustrating.  

Responses

Response from Saria Tahsin, Clinical Audit & Evaluation Coordinator, Patient Safety & Quality, WA Country Health Service (WACHS) - Pilbara nearly 2 years ago
Saria Tahsin
Clinical Audit & Evaluation Coordinator, Patient Safety & Quality,
WA Country Health Service (WACHS) - Pilbara
Submitted on 28/11/2018 at 17:35
Published on Care Opinion at 17:47


Dear East Pilbara PATS Complaint,

Thank you for taking the time to provide feedback to WACHS-Pilbara regarding your communication issues with Patient Assisted Travel Scheme (PATS) Pilbara office.

I can understand your frustration in not being able to communicate to arrange your travel details, which is undoubtedly an added burden on top of ongoing medical issues. I apologise for the inconvenience this has caused, and assure you that we are endeavouring to do better.

Your feedback has been forwarded to the East Pilbara Operations Manager for review and response. If you could kindly email your contact details to WACHSPB_Complaints@health.wa.gov.au we can get in touch with you to respond to your PATS related queries.

Once again thank you for your feedback and we look forward to providing you timely assistance in regards to PATS.

Kind regards,

Saria Tahsin

Regional Patient Safety and Quality

WA Country Health Service – Pilbara

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Saria Tahsin, Clinical Audit & Evaluation Coordinator, Patient Safety & Quality, WA Country Health Service (WACHS) - Pilbara nearly 2 years ago
Saria Tahsin
Clinical Audit & Evaluation Coordinator, Patient Safety & Quality,
WA Country Health Service (WACHS) - Pilbara
Submitted on 13/12/2018 at 14:53
Published on Care Opinion at 15:35


Dear East Pilbara PATS Complaint,

We would like to provide an update on the issues surrounding Patient Assisted Travel Scheme (PATS) Pilbara office, which had led you to provide your initial feedback.

In recent months PATS Pilbara has experienced significant staffing shortfalls, and this had unfortunately led to inadequacies in service provision. We have now completed a recruitment drive to address this shortfall and aim to be working at full staff capacity by the New Year. This will also allow significant improvement in PATS Call Centre response time.

The PATS Call Centre will remain open every working day over the Christmas and New Year period in an effort to provide timely assistance to our consumers.

Thank you again for taking the time to share your experience, as this enables us to continually improve our services. We wish you all the best with your health.

Kind regards,

Saria Tahsin

Regional Patient Safety and Quality

WA Country Health Service – Pilbara

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

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