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PATS refund

Posted By Broome PATS user

"PATS refund"

About: Patient Assisted Travel Scheme - WACHS Kimberley

(as the patient),

As I was to see two specialists in Perth I was eligible for PATS support to get to Perth from Broome and back. I enquired if I could drive instead of fly. I recall they said: sure, just hand in your fuel dockets and we will refund you the total amount. I was told I could claim two nights of accommodation on the way. I shared I wanted to do a detour and was told that I would be refunded the km's from Broome to Perth. I checked again via phone just before I left as there was no form involved and I felt uncertain. Again I recall I was told: hand in your receipts, ensure you have them all, and we will refund your fuel costs. 

On the way back I flew. I requested the flight to be booked one afternoon and was told they were short staffed could I book it and get refunded. I asked if there was a certain rate I should aim for, the cheapest fight? No, I could book whatever was convenient for me, I would be refunded the total amount. Instead of the $1200 flight that was the right time for me, I flew another time that day as the flight was $540. That difference to me mattered as I am being support and do not want to take advantage. 

Upon return I submit all receipts. I followed up several times as I got no response. 4 weeks later I get paid $906

Of course I was shocked. Only when enquiring I finally receive a breakdown of the refund. I was told I got $366 for the fuel whilst I spent $1100 (it is 2250km and average diesel price was $2.40 pl, the car drives 1:5). Reason is, apparently the standard reimbursement is $0.16 per liter. This was never ever mentioned. If it would be I would have flown of course. I feel there is no way that covers current fuel prices. I understand that ATO covers $0.85 per km.

When I raise this I get referred to this platform. It is acknowledged that staff at no point in time mention the standard reimbursement amount. It is also not listed on the claim form. Which you only receive afterwards.

I am $700 out of pocket which I cannot afford. How many other people are disadvantaged like this I wonder. 

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Responses

Response from Renee Martin, A/Regional PATS Coordinator, PATS, WACHS Kimberley nearly 2 years ago
Renee Martin
A/Regional PATS Coordinator, PATS,
WACHS Kimberley

Submitted on 17/10/2023 at 2:05 PM
Published on Care Opinion Australia at 5:36 PM

Hi Broome PATS user,

Thanks very much for your feedback. I am sorry that your already stressful journey was made worse by communication errors. I know that the Broome PATS team is highly trained in providing travel expertise to all of our patients. I wonder if, unfortunately, you experienced another member of the Hospital staff who was not aware of the fuel reimbursement amounts.

PATS is an assisted travel scheme and you can expect some out-of-pocket expenses.

Patients are eligible for a fully subsidised economy bus, train or airfare. Unfortunately, if the patient chooses to drive, they will only be reimbursed $0.16/km. This information should be communicated to all of our patients and deepest apologies that this was not communicated to you.

Thank you for raising awareness to this issue. Please be assured, I will be running education sessions to our hospital staff about the reimbursements that patients are eligible for.

If you are not happy with your reimbursement, you may like to contact the Health and Disability Services Complaints Office on 1800 081 853.

Thank you

Renee Martin

A/ PATS Regional Coordinator -Kimberley

A/Coordinator Aboriginal Liaison Services

Broome Health Campus

WA Country Health Service - Kimberley

P 9194 2334

Renee.Martin@health.wa.gov.au

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

Update posted by Broome PATS user (the patient)

Thank you Renee for your response.

It is a good thing that you intend to make sure to inform/train staff. I believe the training required is not about the correct reimbursement to give, as that was done as per your rules. The issue is the lack of information provision to patients using the service.

I have spoken with two (definitely) PATS staff, twice as to make sure I understood the process, and neither mentioned the $/km cap. Nothing was confirmed in writing either.

If you acknowledge that a staff member has misinformed, I would like to see responsibility taken and the issue resolved being reimbursing what I was told I would be refunded: all fuel costs.

The staff member I have emailed when learning about this $0.16 p/km rule afterwards acknowledged that they had once to look up these details and was unsure where to find the information.

As I am sure you will understand approximately $700 is not 'some out of pocket expense' so yes thank you I will call the number provided and complain or approach consumer affairs.

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