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Care Opinion

Pilbara Pats team

Posted By Eggy

"Pilbara Pats team"

About: Patient Assisted Travel Scheme - WACHS Pilbara

(as the patient),

Dealings with our local Pilbara Pats team have been great with the representatives helping me with all of my requests and giving me the correct context on what is required of me to enable me to use the scheme as well as ensuring that my flights and reimbursements are processed enabling all my appointments in Perth.

The ladies in the team were always happy and went out of their way to help arrange everything. The treatment was daunting enough when in Perth without having to worry about the logistics of getting to the treatment so the PAT's team took a great deal of load and worry away from the process so thanking that whole team and process for their assistance over the last few years.

I will be dropping off some chocolates shortly to the team in appreciation of the help they have delivered. Just to put it in context the workload they must be under would be huge as the amount of callers everyday must be backed up from start of work until knock off as their would normally be 10 people lined up waiting to be processed through the system for various reasons so waiting in the queue was a daily event but understanding the workload and for the benefit and help you get when talking with them far outweighed the wait. Thank you again and keep up the great work you all do.

Team work

Team work


Staff attitude

Staff attitude


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Responses

Response from Roger Golling, Operations Manager, East Pilbara, WA Country Health Service (WACHS), Pilbara 4 months ago
Roger Golling
Operations Manager, East Pilbara,
WA Country Health Service (WACHS), Pilbara

Submitted on 11/12/2023 at 4:19 PM
Published on Care Opinion at 4:37 PM

Dear Eggy,

It's wonderful to hear about your positive experience with the local Pilbara PATS team. Your feedback highlights the team's dedication, helpfulness, and efficiency in assisting you with your requests, providing the necessary context, and ensuring a smooth process for your flights and reimbursements.

Acknowledging the efforts of the team members, especially the ladies who went above and beyond to arrange everything for you, is a great way to express your appreciation. The fact that they were able to alleviate the logistical concerns and worries related to your treatment in Perth speaks volumes about their commitment to customer service.

Your understanding of the workload and the potential wait times in the queue demonstrates empathy and patience, recognizing the challenges they may face daily. It's commendable that you appreciate the team's efforts and the positive impact they have had on your experience over the last few years.

Taking the initiative to show your gratitude by dropping off chocolates is a thoughtful gesture that adds a personal touch to your expression of thanks. Overall, your feedback is not only a testament to the hard work and dedication of the Pilbara PATS team but also serves as motivation for them to continue their excellent work. It's important to recognize and celebrate such positive interactions in customer service, and your feedback does just that.

Warm regards

Roger Golling

Operations Manager East Pilbara

WA Country Health Service (WACHS) Pilbara

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