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"Unhelpful PATS staff"

About: Esperance Health Campus Patient Assisted Travel Scheme - WACHS Goldfields

(as the patient),

I have been unfortunate enough to have to deal with the PATS department at Esperance Hospital. I feel we have a great little Hospital with lots of wonderful staff all willing to help and do a wonderful service to our community. But in my opinion, when it comes to PATS, helpfulness and understanding is the last words that come to mind, and when you're feeling unwell you really don't want to be spoken to rudely or upset, you need understanding and compassion which, based on my experience, is definitely not how you'll be treated in this department and normally end up really out of pocket. But I gave up and walk away as I felt the staff member has no interest in listening to my particular case.

Responses

Response from Peter Tredinnick, Regional Director, Regional Office, WACHS Goldfields last month
We are preparing to make a change
Peter Tredinnick
Regional Director, Regional Office,
WACHS Goldfields

Regional Director

Submitted on 29/04/2021 at 12:59
Published on Care Opinion at 13:49


picture of Peter Tredinnick

Dear aquilahh93,

Thank you for taking the time to share your experience and enabling us to review our service. I am disappointed to hear how you were treated by our staff at the Patient Assistance Travel Scheme (PATS) in Esperance, I would like to assure you that your experience does not reflect the standard we expect.

We take these comments very seriously and I would like to strongly encourage you to contact our WACHS Goldfields Regional PATS Coordinator, Margaret Smillie on 9079 8071. Margaret will be able to help you to process your PATS claim and offer any further assistance. PATS is currently in the process of developing an online portal to give patients the ability to submit their own PATS applications and keep track of their subsidy payments. This online portal will be piloted in the Pilbara mid-2021 and if successful, expand to all country WA by the end of 2022. For further information you can visit the PATS website: http://www.wacountry.health.wa.gov.au/index.php?id=2906

I appreciate your kind comments about the hospital staff. I sincerely hope that any further PATS claims will be processed with the high standard of customer service that our staff normally provide.

Kind Regards,

Peter Tredinnick

Regional Director

WACHS Goldfields

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

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