This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Second bad experience

Posted By aquilahh93

"Second bad experience"

About: Patient Assisted Travel Scheme - WACHS Goldfields

(as the patient),

I've just had my second bad experience with the PATS department at the Esperance Health Campus, after paying for my partner and myself to fly to Perth from Esperance to see my surgeon and the physio at the breast centre for Lymphedema treatment and for my yearly mammogram, which can't be done in Esperance. 

I returned to submit my PATS form, which I believe was clearly marked requiring flights and an escort, and I felt I was snapped at when I asked why I was only receiving fuel money? I recall I was rudely told that I wasn't receiving treatment like radiation, so I'm not entitled to it. I now have to return to Perth this week to see an occupational therapist for my Lymphedema which I have booked flights for, am I going to be told the same thing again?

In my opinion, the out of pocket expenses are huge without being treated like I'm trying to rip the system off which I'm not as most of my earlier trips I drove to. But now I'm suffering from terrible back problems and Lymphedema in my arm, breast and side, all of these make it near impossible for me to sit on a bus or in car for 8 to 10 hours.  Plus, I have some other seriously painful side effects of 16 rounds of chemo and 6 weeks of radiation earlier this year.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Peter Tredinnick, Executive Director, Regional Office, WACHS Goldfields 2 years ago
Peter Tredinnick
Executive Director, Regional Office,
WACHS Goldfields

Executive Director WACHS Goldfields

Submitted on 1/12/2021 at 6:11 PM
Published on Care Opinion on 2/12/2021 at 9:49 AM

picture of Peter Tredinnick

Dear aquilahh93

Thank you for taking the time to share your experience with me about accessing the Patient Assisted Travel Scheme (PATS) support in Esperance. Providing a service that is patient-centred and compassionate is a priority for our PATS team and the wider WA Country Health Service. PATS is there to help and assist country people during a vulnerable time, so I am very sorry and disappointed to read that this hasn’t been your experience on more than one occasion.

When air travel is requested the PATS policy does require that we provide a clinical reason for the request. If the PATS clerk is unsure about this, the expectation is that they seek advice from the PATS Coordinator or the Medical Director. From the information that you have shared in your story, it sounds as though this decision wasn’t managed in this way and may not have been made correctly. I am very sorry if this made you feel as though your claim was not legitimate. Can I please encourage you to speak with our Regional PATS Coordinator for the Goldfields Mrs Margaret Smillie either via email margaret.smillie@health.wa.gov.au or via phone on 9079 8071. Margaret can then review your application to ensure that you receive your full entitlements and that you are fully supported to receive the care that you require as your treatment continues.

I really appreciate that you have taken the time to share your story with me and this is a timely reminder of how important every role and interaction is throughout a patient's journey. I have already made contact with our PATS clerks to remind them of the importance of showing empathy, good communication and the escalation process as we do not want a similar circumstance to reoccur.

I hope that in the future you will be able to share with us your experience of a much improved service. Please take care and I hope all goes well with any future appointments.

Kind Regards,

Peter Tredinnick
Regional Director
WACHS Goldfields

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k