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Flight booked by staff that I wasn’t allowed to take

Posted By StrandedInPerth

"Flight booked by staff that I wasn’t allowed to take"

About: Fiona Stanley Hospital / Patient Transport Services

(as the patient),

I was flown to Fiona Stanley by RFDS recently and had three stents put in the next day. As PATS was closed due to the holiday period, the staff used my Indue card to make a booking with Qantas for a flight home two days later with approval of the specialist.

I did get a taxi voucher to the airport however it wasn’t enough, luckily for me the driver said it was okay (the card was a set amount the fare was $11 more than that). There were no trains to Kalgoorlie until the following day.

Qantas refused to let me fly until nearly a week later. I don’t know anyone in Perth and had no way of organising accommodation. My partner was eventually able to book one night and get a train ticket for the next day.

I was highly stressed and anxious and will be following up with Qantas but I am not happy about having paid for a ticket I couldn’t use just so, in my opinion, the hospital could free up a bed. 
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Responses

Response from Neil Doverty, Executive Director Fiona Stanley and Fremantle Hospitals Group, South Metropolitan Health Service 2 years ago
Neil Doverty
Executive Director Fiona Stanley and Fremantle Hospitals Group,
South Metropolitan Health Service

Submitted on 4/01/2022 at 4:56 PM
Published on Care Opinion at 5:23 PM

picture of Neil Doverty

Dear StrandedInPerth,

I was sorry to learn of your experience, however, I appreciate you bringing your concerns to our attention.

Please be assured, we have processes in place for medical clearance for each flight company and we are very proactive in ensuring patients are able to fly – or not, depending on the circumstance.

The patient is often liable for their own flight purchase unless they have contacted PATS and had approval prior.

Every effort is made to determine appropriate costs of taxis for patients, I apologise that on this occasion, these calculations were inaccurate and regret any concern caused. It was however, pleasing to hear the taxi driver was so accommodating.

Care Opinion is an anonymous program, but If you would like us to look further into the issues you have raised, please contact our Patient and Family Liaison team on 6152 4013.

Kind regards,

Neil Doverty

Group Executive Director

Fiona Stanley Fremantle Hospitals Group

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