Katoomba Medical Practice - Katoomba, New South Wales

sam lightfoot

After being told "you definitely don't have a heart condition, it's just anxiety. You've had anxiety and panic attacks on your record for years" I as refused a referral to get it checked out because I was 33 not 35, that's when they will investigate apparently. It's a hereditary condition and mum and my little sister had it diagnosed years ago.

Made a Complaint to HCCC, was banned from seeing any Dr at that practice again.. didn't even tell me I was banned till I tried to get a drs appointment 12+ months later

Candice Skelton

I had my appointment a while ago but am only comfortable commenting now. Kathryn Jenner prevented me from accessing subsidised mental health services. I'd been seeing a temporary doctor about my mental health plan. A mental health plan refers you for some initial appointments, then you need to go back to check-in with your doctor who can refer you for further sessions subsidised by medicare. My temp doctor had moved on - but I was able to book in with Kathryn Jenner. Kathryn was concise in conversation, and treated me unprofessionally by making a subjective conclusion. She told me my problems didn't constitute a need for counselling. I had gone back to the doctor's on the advice of my psychotherapist. I told my psychotherapist how the doctor had treated me - she was shocked and showed me the criteria for eligibility to claim sessions, which I fit into as they were very broad, and offered to contact the doctor directly. My appointment with Kathryn Jenner was really uncomfortable and I cried after leaving the clinic. She should not be able to review patients for mental health related issues without further training. She treated my case with extreme subjectivity and had no awareness of the implications she might cause. It is not safe to tell a patient being treated for complex mental health issues that they don't have a problem. She asked me to talk through the problem, then asked if I was hiding something as she couldn't see the issue and that I needed to be honest with her if I wanted her to assess me. The way she spoke was making me increasingly uncomfortable and less easy to open up. I'd mustered up the energy to book the first appointment and make a mental health plan, only to be put down by the next practitioner? Those things are tough for someone in the thick of a mental health battle - resilience, energy, effort don't come easy. Medicare subsidies should be accessible for those who need them.

Bruce Lyman

I recently moved to the area and have been hunting around for a GP. The reception, ‘onboarding’ and the time and attention by Dr Chong was first rate - this patient brings a bit of healthcare baggage which was taken in their stride. Extremely happy with my introduction to this clinic.

Julitha De La Force

Dr Katherine Gardner is a terrific gp at that practice and i thank her for her wonderful care and compassion towards me. I cant speak highly enough of her and I wish her all the very best. I wont miss anybody else from this practice though. Im glad to be gone.

Elizabeth Gillespie

If you want to be belittled and spoken to in a condescending, rude, dismissive and arrogant manner then Dr Kathryn Jenner is the doctor for you! The way she treats her patients is absolutely disgraceful. Avoid at all costs.

V. M. M.

I visited Dr Jenner as she was the doctor I was told was available. I will not be returning to the practice unless I can see another doctor. Her lack of interest and condescension really surprised me.

Billie Billie

I have been going to this doctors’ surgery for at least ten years. There are only two doctors from this surgery that I would recommend without hesitation.

Dr Kathryn Gardener and Dr Rana are the most empathetic, patient doctors that I have ever been treated by. (Dr Rana has since moved on)
Since Dr Rana moved on, Katie has been the treating doctor for myself and my children.

The other three doctors have exuded arrogances on occasions, which is extremely offensive - especially when discussing personal issues.

My concerns however, lie with the receptionists, and the policies and procedures designed by those in charge. They are not patient focused, and are designed to meet the needs of the facility.

I have been the recipient of extreme disrespect from three receptionists at Katoomba medical practice. However, this disrespect is not limited to able individuals. The disabled are not immune either. One receptionist in particular has extremely high expectations of those with a lack of capacity to fall in line with the policies. Disability or not, if you can’t respond to the notifications from hotdoc - well, you can’t come back.

This week I have had an absolutely terrible experience with this surgery.

My son ( a sixteen month old baby) needed a referral for his appointment with a surgeon this coming Monday. I rang on the Wednesday and I asked the receptionist if I could see another doctor to get this referral by Monday.
was told I could only see the treating doctor, and our regular doctor wouldn’t be back until Friday.

I told the receptionist that it’s urgent and my son must see that surgeon on Monday to have the situation reviewed. I was told that despite this I could not see another doctor. However, I could see the registrar at 2.45. I explained that this simply wasn’t possible due to already being overbooked. I was then told that I could go on the cancellation list on Friday to see if the doctor can fit this in.

Despite not agreeing with the one doctor rule I rang back on Friday morning. I was told that I could go on the cancellation list and the doctor would look at the cancellation list at 1pm? So, even if the doctor was able to write the referral I wouldn’t find out until after one.

I asked if the doctor would be notified of the situation with my son. I explained that it doesn’t take long to organise a referral and it’s urgent. I was told that I don’t know what I’m talking about , and it does take some time to organise a referral (which we all know is codswallop). The secretary went on to tell me how things work for doctors (not that she would know, because she isn’t one herself and only went to tafe).

I have a right to question policies and procedures that do not adhere to patient care standards. The fact that I as a mother do not have the right to intervene and see another doctor within the same surgery (because the other doctor is booked out) for my sons issue is not only a breach of care, but it also a poor standard.

I wasn’t aware that policies and procedures can affect a babies right to care. Due to ridiculous policies and procedures Katoomba street medical practice offer a poor standard of care.

There are only two doctors out of about five worth seeing. There’s no empathy from reception, there’s no care from reception, and there isn’t any drive from reception to go above and beyond.

I am not a child, and nobody has the right to tell me whether or not myself or my children can see one or two doctors in that surgery. I will not be treated like a child by some cranky old woman (who works on a Friday) that cannot hold a tense conversation without losing her temper.

Patients are people. Many patients suffer from depression, mental health issues, disabilities, or other extremely serious illnesses.

This surgery treats sick people appallingly and needs to be closed down. I have since removed my family from this terrible surgery and moved practices.

Despite my annoyance at the receptionist I will always regard Dr Gardiner with the highest regard. I will miss her very much. Much love to her.

Matthew & Eva Ford

My husband sees Dr Ben and couldn’t be happier with the care and medical direction offered to him. Dr Ben has an amazingly kind disposition and is really invested in his patients welfare. The reception/admin team Fiona, Hannah and Ryan are courteous, efficient and empathetic.