People's Health Service - Canberra, Australian Capital Territory

Laura Fox

Deeply concerning behaviour from Leah at reception who works in a community-facing position in an organisation that works with vulnerable women in Canberra. Having been unsuccessful in making an appointment over the phone for over a week due to the phone line going unanswered, I thought I'd pop in and make an appointment in-person.

Leah was the only person at reception and during the intake process she failed to adequately explain the process, appeared confused as to why I wasn’t open to calling the phone lines, despite my explaining numerous attempts to do so, and overall made the interaction intimidating. I’m usually a woman who can hold her own, but Leah succeeded in making me feel like I was out of my mind and stupid when she responded to anything I said with a long silent stares. Silently staring at someone in response to a person asking a question or answering a question is a non-verbal intimidation tactic that is designed to make a person feel uncomfortable. She did this not as a one-off, but in response to anything I said –– it was a pattern.

Had Leah shown even a heart beat of warmth and adequately explained the process, I may not needed to have asked as many questions as I had too. Overall, her demeanour was cold and unhelpful and not appropriate for a community-facing role and Leah succeeded in her intimidation by making me feel incredibly uncomfortable and unwelcome, as well as making me feel incredibly inferior throughout the entire process.

I am unsure why Leah feels it is appropriate to speak to or behave in this manner in a professional environment, but it is absolutely not acceptable in a community health service. Had I not been someone who is normally quite difficult to intimidate, Leah would have put me off from using the service entirely and I would have failed to seek health care elsewhere for quite some time until I could find an alternative women's service.

Further, in making the appointment she failed to ask adequate questions and booked me in with a nurses appointment. My symptoms and the context surrounding it are quite complex and require a doctor. If I needed a nurse, I would have gone to my regular GP instead of seeking a doctor in a clinic that specialises in women’s health. I’ve since had to cancel this appointment and go through the whole process of rescheduling it again. Absolutely unacceptable and a disgrace to a service that otherwise should uphold community values.

Lizzy Sheehan

Dr Kate is an absolute gem and every staff member I have encountered has been caring and professional. We're lucky to have such a service.

Shena D

Had a Mirena inserted by them and done so efficiently and minimised my anxiety and stress

Katy Jolly

Excellent, discrete service. Highly recommended for all qualifying at-risk women.