19 SEPTEMBER 2025 12 NEWS ausdoc. com. au
19 SEPTEMBER 2025 12 NEWS ausdoc. com. au
Patient loses queuing quarrel
Paul Smith A PATIENT banned from a pathology collection centre following a spat over whether his position in the queue had been deliberately ignored has lost his anti-discrimination case.
Seeking $ 9100 compensation in medical costs and $ 16,750 in psychology sessions and support worker cover, the patient went before the NSW Civil and Administrative
Tribunal claiming he had experienced panic attacks, agoraphobia and avoidance behaviour.
The patient said he was not able to walk past a Laverty Pathology office without experiencing intense anxiety.
“[ He ] also states that even seeing a Laverty Pathology courier car on the road would exacerbate his anxiety,” the tribunal said.
Diagnosed with bipolar
‘ This situation would not have happened if you had... done your f *** ing job.’
affective disorder, he had been regularly attending the collection centre once a month for
HELP LIGHTEN THE BURDEN OF CHRONIC WEIGHT 1, 2
blood testing to monitor lithium toxicity.
But the origins of the case dated to a series of attendances he made in 2023.
In the first incident, a phlebotomist, referred to by the tribunal as“ the Collector”, had asked who was next when another person who was not in line stood up.
The patient recalled he had said:“ Sorry, mate, it’ s my go.” He was then seen first.
Two months later, the patient said he had“ once again got skipped” and had again been required to point out it was his turn before being taken in for blood collection.
The patient said he subsequently submitted a complaint via the company’ s website asking staff to reinstate a ticketing system.
A month later, the next incident occurred, when the patient claimed he was confronted by the Collector while getting his blood drawn.
He said he had been told:“ If you’ ve got something to say about us, say it to us. Don’ t use contact [ sic ]. The regional manager has come down on us, and it would be best if you don’ t come back here.”
The patient admitted saying:“ This situation would not have happened if you had not [ sic ] done your f *** ing job.”
The Collector said words to the effect of,“ Get out and don’ t come back if you are going to swear and yell in front of women and children,” a reference to other patients in the waiting room.
The Collector contacted the patient’ s doctor to tell them their patient had been banned and would need to go to a different collection centre in the future.
During his cross-examination, the Collector said a ticket numbering system was available at the centre but that it was not used because the waiting room was small and he usually knew who was next in line.
The tribunal stressed that, in all three cases subject to the hearing, the patient was“ seen in the order of his arrival at the collection centre”.
The delays in responding to the patient’ s complaints were not the result of discrimination but“ an internal administration error” for which staff had been counselled.
It also said the ban was reasonable, given the patient’ s aggression, and was unrelated to his disabilities.
Hypothetical patient.
NSW Civil and Administrative Tribunal; 28 Jul 2025: bit. ly / 4lDfpTJ
Unseen psychological, emotional and social burdens can stop people living with obesity and overweight from talking about their current and future health goals. 2
Healthcare providers have an important role in navigating weight management conversations and showing that good health is more than just a number on a scale. 2, 3 Conversations about what’ s weighing your patients down could help them find the words to motivate change.
SUBSCRIBE to our newsletter
References: 1. Australian Institute of Health and Welfare. Overweight and obesity. Available at: https:// www. aihw. gov. au / reports / overweight-obesity / overweight-and-obesity / contents / summary. Accessed August 2025. 2. Rubino F, et al. Lancet Diabetes Endocrinol. 2025; 13( 3): 221 – 62. 3. Albury C, et al. JAMA. 2025; 333( 10): 900 – 1.
© 2025 Eli Lilly Australia Pty Ltd. ABN 39 000 233 992. Level 9, 60 Margaret St, Sydney NSW 2000. Telephone: 1800 454 559. Date of preparation: August 2025. PP-MG-AU-0500. 2008750.
■ Breaking news
■ Daily must-read
■ Delivered to you