Subsidy Schemes to Alleviate the Burden of Travelling for Healthcare: A Brief Report on Users' Experiences in Queensland, Australia

Abstract

Issue Addressed

For people in rural and remote areas, government-funded travel subsidy schemes provide vital financial assistance and equitable access to specialist healthcare in city centres. However, few studies have examined users' experiences of these schemes.

Methods

Adults travelling for healthcare in Queensland, Australia, completed an online survey capturing their most recent experience applying for the Patient Travel Subsidy Scheme (PTSS). Participants' responses were analysed using descriptive statistics and thematic analysis.

Results

From 69 respondents (aged 29–80 years, 60% female, 88% most recent application for cancer-related care), 57% agreed information about the scheme was easy to access, although only 39% found the initial registration process easy. Most indicated that local hospital staff and PTSS officers were knowledgeable and helpful (65%–70%). Less agreed that staff were available to assist (48%) or that processes were well-coordinated across hospitals (42%). Of those who sought reimbursement for travel costs (75%), almost two-thirds (63%) were out-of-pocket post-reimbursement (mean = AU$725; range = AU$20–10 000). Delayed reimbursement was relatively common (60%) and contributed to financial hardship (36%). For some (13%), challenges accessing the scheme impacted treatment decisions. User feedback included improved visibility of online application and reimbursement status, and fast-tracking of high-risk, urgent and ongoing cases.

Conclusions

While information about the scheme and interactions with frontline staff were viewed positively by most, several system-level challenges remain.

So What?

Substantial out-of-pocket costs and reimbursement delays contribute to financial hardship and can affect treatment decisions. Increased subsidy reflecting actual travel costs, timely reimbursement, fast-tracking, and greater application assistance and coordination would improve user experiences.