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No answer to PATS complaint

Posted By Why is it so hard

"No answer to PATS complaint"

About: Patient Assisted Travel Scheme - WACHS Kimberley

(as a parent/guardian),

I made a complaint two months ago about Kununurra Patient Assisted Transport Scheme (PATS). I did not receive a response from the department until the end of June which had incorrect information in it. The dates set by them to report back to me have not been met. I have emailed and called many times but no one will answer. 

Why have a complaints system if it will not be followed?

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Responses

Response from Keda Bond, Operations Manager, East Kimberley, WA Country Health Service 5 years ago
Keda Bond
Operations Manager, East Kimberley,
WA Country Health Service

English

Submitted on 8/07/2019 at 7:02 PM
Published on Care Opinion Australia on 9/07/2019 at 9:00 AM

Hello Why is it so hard,

I am terribly sorry for the delay in my response.

WACHS does hold it's consumers in high regard, so I am sorry to hear of your experiences with the PATS system.

I have sent you a personal email in a hope to provide answers to your situation and issues with regards to the PATS system and it's benefits and constraints. I hope this is of interest to you and that we can assist you with your situation and attempt to make changes where we can, so that yourself and others don't have similar experiences in the future.

My phone number was sent in the email, but reiterate that you can contact me directly on 0408944305.

Thank-you for your time.

Keda Bond

Acting Operations Manager East Kimberley Health Services.

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

Update posted by Why is it so hard (a parent/guardian)

Hi Keda,

I find it very frustrating that it took me to post on here before I got a reply from you.

I have tried calling but not response. It should not take months of emails and phone calls.

Response from Keda Bond, Operations Manager, East Kimberley, WA Country Health Service 5 years ago
Keda Bond
Operations Manager, East Kimberley,
WA Country Health Service

English

Submitted on 10/07/2019 at 3:53 PM
Published on Care Opinion Australia on 12/07/2019 at 3:37 PM

Hello Why is it so hard,

Again, I apologise for the delay, however I assure you that I drafted my email response prior to any knowledge that you had posted on this forum. I apologise that my response was not sent in a reasonable amount of time, as it should have been.

I appreciate your advice in regards to how a lack of communication has affected you and I will endeavour to respond to you and other consumers in a more timely manner in the future.

Thank-you

Keda Bond

A/Operation Manager East Kimberley

WA Country Health Services - Kimberley

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