❓ Mr Castrilli questions the Minister for Health regarding the South West Patient Assisted Transport Scheme (PATS) administration, specifically concerning a pilot program, its report, complaints, and access to information. The Minister provides details on the report's findings, complaint numbers, and access via FOI.
AnsweredQoN 1563Legislative Assembly
QuestionView source ↗
(1) Will the Minister confirm that in August 2004, the South West Patient Assisted Transport Scheme (PATS) administration office in Manjimup was closed and the future administration was contracted to a private company operating from Perth on a twelve month pilot trial?
(2) Will the Minister advise if the report at the conclusion of this 12 month period has been completed?
(3) Will the Minister advise if this report has been tabled, and if not, why not?
(4) Will the Minister advise if this report is a public document, and if not, why not?
(5) Will the Minister advise what are the key findings of this report?
(6) Will the Minister advise how many complaints were received by the South West PATS administration during the period August 2004 to August 2005?
(7) Will the Minister advise how many complaints were received by the Office of Health Review relating to South West PATS during the period August 2004 to August 2005?
(8) Will the Minister advise what was the nature of the complaints for both (6) and (7)?
(2) Will the Minister advise if the report at the conclusion of this 12 month period has been completed?
(3) Will the Minister advise if this report has been tabled, and if not, why not?
(4) Will the Minister advise if this report is a public document, and if not, why not?
(5) Will the Minister advise what are the key findings of this report?
(6) Will the Minister advise how many complaints were received by the South West PATS administration during the period August 2004 to August 2005?
(7) Will the Minister advise how many complaints were received by the Office of Health Review relating to South West PATS during the period August 2004 to August 2005?
(8) Will the Minister advise what was the nature of the complaints for both (6) and (7)?
AnswerView source ↗
Answered
21 November 2006
Responded by
Minister for Health
Response time
34 days
(2) The report at the conclusion of this 12-month period has been completed. (3) This report was an internal management report that was provided to the then South West Area Health Service's Chief Executive Officer. (4) Whilst the report is considered an internal management report, it is a public document and can be requested through the Freedom of Information (FOI) processes. (5) The key findings of the report were: - 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(3) This report was an internal management report that was provided to the then South West Area Health Service's Chief Executive Officer. (4) Whilst the report is considered an internal management report, it is a public document and can be requested through the Freedom of Information (FOI) processes. (5) The key findings of the report were: - 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(4) Whilst the report is considered an internal management report, it is a public document and can be requested through the Freedom of Information (FOI) processes. (5) The key findings of the report were: - 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(5) The key findings of the report were: - 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
[tabled paper ____].
(3) This report was an internal management report that was provided to the then South West Area Health Service's Chief Executive Officer. (4) Whilst the report is considered an internal management report, it is a public document and can be requested through the Freedom of Information (FOI) processes. (5) The key findings of the report were: - 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(4) Whilst the report is considered an internal management report, it is a public document and can be requested through the Freedom of Information (FOI) processes. (5) The key findings of the report were: - 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(5) The key findings of the report were: - 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- 286 randomly selected users responded to a PATS survey with 94% rating their experience as either excellent or satisfactory. - 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- 82% indicated that the PATS service was easy to access. - 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- 89% said that registering over the phone had been beneficial. - Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- Many consumers were unhappy with the level of subsidy/lack of subsidy. - A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- A separate 1800 number for general practitioners (GPs) and their staff eliminated many of the concerns re accessing the service for GPs. - A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
- A more consistent application of the guidelines resulted in initial anger from some consumers, particularly those who had had a previous claim accepted. (6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(6) Twenty six (26) complaints were received by the South West PATS administration during the period August 2004 to August 2005. This represented 0.004% of call volume. By way of comparison, 72 compliments were received during the calendar year in 2005 (collection of 'compliments' data did not commence until January 2005). (7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(7) The Office of Health Review received one complaint. (8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
(8) The nature of the complaints to both (6) and (7) are in the attached paper, which I table as part of this Question. [tabled paper ____].
[tabled paper ____].
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