South Pacific Private

Kelvin Nguyen

1

I am writing this review on behalf of my partner. My partner contacted South Pacific during one of the most difficult periods of their life. Within a short period, they had lost two siblings and were struggling enormously while seeking support and guidance. They were not calling to complain or argue — they were simply trying to understand whether the program was the right fit for their circumstances. During the intake process, a receptionist named Katie called to discuss suitability for the clinic. My partner politely asked a few basic questions, including whether there would be any possibility of limited phone access to stay connected with family during such a difficult time. The response was, frankly, shocking. Katie’s attitude was dismissive, condescending and lacking in empathy. When my partner asked whether they could speak with somebody else or a manager, Katie allegedly responded that she was going to hang up and then proceeded to do exactly that. I have never encountered a treatment facility where a vulnerable person seeking help is hung up on during an intake call. At a time when somebody is barely holding themselves together and looking for support, the last thing they should experience is hostility, indifference or being treated as though they are an inconvenience. What was equally concerning was that when we later reviewed other public feedback, we found allegations from another reviewer, who identified themselves as a cancer patient, describing a remarkably similar interaction and tone. While I cannot verify their experience, the similarities were deeply troubling. The overall impression we were left with was not one of compassion or care, but rather an attitude of “tell us why you’re worthy of being here.” That is not what people expect when reaching out to a mental health and rehabilitation service. We were financially capable of attending the clinic, had comprehensive private health insurance, and would have happily recommended the service had the experience been positive. Unfortunately, the conduct we encountered completely undermined any confidence we had in the organisation. We will be lodging a formal complaint with the appropriate bodies and escalating our concerns through the proper channels. More importantly, I felt it was important to make others aware of this experience. People contacting rehabilitation and mental health services are often doing so at the lowest and most vulnerable points in their lives. How they are treated in those moments matters. I consider ourselves fortunate that my partner is still here today. The way they were spoken to during such a vulnerable period was, in my view, completely unacceptable. Prospective patients deserve to know how intake enquiries may be handled before they place their trust in a service.

Martin Ross

5

Being admitted to SPP was life changing. Full credit to the nurses, therapists, counsellors and kitchen crew. I had a great experience, and can thoroughly recommend it for anyone going through tough times. A special shout out to Cat and Nicola. You have changed my life. Sincerely, Martin

bubar1000

1

Turned away during the intake call because I am looking at cancer treatment. Even though the surgery was happening completely separately to the expected time there. Day surgery, back home same day. They suggested other facilities that they thought might be better for someone like me. I've had so many more positive experiences from other facilities since then. Accepting me, not spurning me because I didn't conform to an "ideal" type of applicant. So what, maybe I will die of cancer.... was surprised that was an argument with South Pacific Private to not help me with my drinking. 24-4-26 I note your comment on my review of 23-4-26 (I can't comment on your individual reviews, because of the way the reviews are set up). I feel like your representative that I spoke to at the time gave me ample opportunity to talk through my concerns at the time, I do not have an issue on this point. They used the phrase "someone like you" someone who has cancer I took this to mean 6 or 7 times, from my notes. If the call was recorded, you can review it. I took it as someone you don't want there, which was reinforced by my rejected application. I am talking to the facilities your organisation recommended... for someone like me. As you advised, they seem willing to take someone like me. Someone with cancer. Who also can't control a substance that hurts them and people around them. Thankyou for your response.

Eran Haifer

1

Despite many positive interactions with the staff at SPP, I am writing because I had experiences during my stay that caused me serious concern regarding my privacy and data. Specifically, my room was entered and searched daily, and biological samples taken from me were not accounted for on multiple occasions. When I reported these issues to administration, I was told that no staff had conducted such searches. Despite this, I was drug-tested twice and referred to a psychiatrist, which I found distressing and unrelated to the concerns I was trying to raise. Changes to procedure, such as not handling medicine by hand—even though it was provided sealed—left me feeling shameful. On several occasions, information I had not shared with anyone seemed to have been referenced. Additionally, when sharing about the family program, I noticed that my possessions had been searched, with a paper folded. At the same time, I received a call from a staff member leaving a message asking to check in after the experience, which felt strange because I had not yet finished. After becoming aware of the discrepancy in information being shared or discussed, the next time I attended, the day program manager, upon seeing me enter reception, left the area with a real sense of urgency. This left me feeling confused, saddened and shameful. At no point was I ever provided with an opportunity to clarify, or understand these reactions and changes in policy, because I experienced none of these when I came previously in 2022. I am also aware of law enforcement activity related to my situation, though I cannot provide further details at this time. I am not able to go into more specifics here, but these events left me extremely uncomfortable. I hope SPP will review these matters properly.