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Timely processing of forms

Posted By Concerned Parent Concerned Community Member

"Timely processing of forms"

About: Patient Assisted Travel Scheme - WACHS Goldfields

(as the patient),

With trips to Perth to see a specialist (and more to come) and considering we have no choice but to go to Perth to see specialists, the cost to conduct this can be somewhat accumulating. But knowing that within 6-8 weeks to be reimbursed a small portion from the PATS scheme is a humble thought. 

It has been 8 weeks, so we thought we would call to enquire as to where our claims are at. I believe we are no closer to getting anything back. PATS admin staff informed us that our PATS forms are still sitting in the PATS office, unprocessed. Simply told that they are short-staffed and would get to it when they get to it.

So once processed at the PATS office, I believe it then goes to the finance department for further processing. So at this point, it will be probably another 4 weeks or longer at a guess. It seemed PATS admin staff could not even offer any insight or approximate time frame. 

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Responses

Response from Peter Tredinnick, Executive Director, Regional Office, WACHS Goldfields 3 years ago
We are preparing to make a change
Peter Tredinnick
Executive Director, Regional Office,
WACHS Goldfields

Executive Director WACHS Goldfields

Submitted on 17/09/2020 at 12:32 PM
Published on Care Opinion at 12:47 PM

picture of Peter Tredinnick

Please note the contact phone number in this response was updated on 17/09/2020 at 1.07pm AEST.

Dear Concerned Parent, Concerned Community Member,

When I read your story, I felt your frustration and I do sincerely apologise to you and your family. When you are consistently travelling for medical appointments, things such as timely PATS reimbursement can help ease the burden. We are now aware of some delays and are actively and urgently addressing the issues.

Moving forward, management will check the processing time frame with the PATS staff to ensure that our clients are reimbursed in a timely manner. WACHS have also prioritised and commenced work towards developing a PATS digital platform, with the ultimate aim to improve the client experience, including the timeliness in processing of PATS eligible subsidy reimbursements. I encourage you to contact Margaret Smillie our Regional PATS Coordinator for the Goldfields to follow up your reimbursement. Margaret can be contacted on9079 8071 or by email margaret.smillie@health.wa.gov

I sincerely hope that any further claims will be processed in a timely manner and with the high standard of customer service that our staff normally provide.

Kind regards,

Peter Tredinnick

A/Regional Director

WACHS Goldfields

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