Shayla Ngo – Primal Physiotherapy

Introducing Shayla:

My name is Shayla, and I am part of the Admin Team here at Primal Physiotherapy.

While I’m still fresh to the front desk, I can genuinely say I’ve been having an absolutely wonderful time. Every day at Primal has been a new experience, and this opportunity has already helped me grow in more ways than I expected. From learning how to navigate the fast-paced clinic environment to building relationships with both clients and the team, I’ve found myself stepping into a role that’s helping shape not only my skills, but my confidence.

Working at Primal has given me an exceptional opportunity to upskill my workplace literacy and foster valuable interpersonal skills that I know will serve me for years to come. I’ve always admired people who could hold casual conversations with ease, and now I’m slowly becoming one of those people! I’ve seen my confidence gradually build each day—even to the point where I’m now starting small talk with strangers on the bus. Just a few months ago, I would’ve been the person who made my friend order food for me at a café. I would avoid phone calls, not out of laziness, but from fear. And now? I’m proudly answering phones and greeting people as they walk through the door.

What’s helped me most in this journey is the environment here at Primal. The team has made every effort to welcome me with open arms, and that support has been crucial—especially as a young person, when it can sometimes feel intimidating to speak up or step forward. One of the things I love most is that Primal treats everyone equally and with genuine respect, regardless of age, sex, gender, or ethnicity. That level of inclusivity has given me the courage to learn without fear of judgment and to bring a positive and enthusiastic energy into every interaction I have.

Personally, I find so much joy in customer service. I love those light-hearted interactions with clients, where a simple “how are you?” can turn into a whole conversation about hobbies, weekend plans, or even favourite restaurants. Being part of that energy—and knowing that I’m helping to create a comfortable space for others—is incredibly fulfilling.

My goal is to ensure that everyone who walks through Primal’s doors feels welcomed, informed, and valued. Whether it’s helping someone check in smoothly, answering questions about appointments, or just offering a warm smile, I believe in making every touchpoint a pleasant one. I try to take a holistic approach when working with people, seeing them as individuals with stories and lives beyond their current injuries or health concerns. I believe that a person’s character and experience should be respected just as much as their circumstances.

Being part of such a meaningful cause—assisting people on their recovery journey while exchanging laughter and smiles—is something that brings me genuine happiness every day I come to work.

Outside of the clinic, I love to bake. That said, I’ll admit my baking still needs some work! For some reason, I can never quite get chocolate chip cookies right. My most recent batch was probably the best so far, though still a bit eggy… so I guess it’s still a work in progress! But baking reminds me that not everything has to be perfect to be worth doing—and improvement comes with consistency and effort, which is something I try to apply to all areas of my life.

One of the most inspiring things about being part of the Primal team is the way we emphasise the concept of capability. At Primal, we help our clients realise that with the right support, they are more than capable of living full, active lives—no matter their background or challenges. That mindset has deeply resonated with me. As a team member, I’ve felt that same encouragement. The belief my team has in my potential has been truly empowering.

Through my admin role, I’ve had the tremendous opportunity to be around experienced allied health professionals and observe their work up close. It’s been eye-opening to see the complexity and compassion involved in physiotherapy and healthcare in general. It’s even helped solidify my own goals for the future. I hope to continue my studies in a Bachelor of Exercise and Sports Science after completing Units 1 and 2 in a Step-Up program at Australian Catholic University, and eventually pursue postgraduate study in Physiotherapy.

Being offered a pedestal into the physiotherapy world through my role here at Primal is something I consider a huge accomplishment. Growing up, I always knew I wanted to give back to my community, especially in a field that helps tackle common yet debilitating conditions like back pain, arthritis, or osteoporosis. My parents, who worked tirelessly to support a family of nine children while dealing with their own chronic pain, inspired me to step into a role where I could one day help others find relief and strength.

So, whether you’re a long-time client or visiting Primal for the first time, I’m honoured to be one of the first faces you see when you come into the clinic—and I’d be absolutely delighted to have a chat with you!