Terms of Service – The Grace Gawler Institute (GGI)

 I have read and agree with the GGI’s terms of Service and have read the information below. I understand that these are the terms of service of GGI.

This document pertains to the patient only, with whom each arrangement has been made. The patient will have signed a consent document and returned to GGI.


service agreement is an agreement made by two parties in this case GGI and the cancer patient who purchases services or goods from the GGI.

The document called Terms of Service, outlines the relationship between the client and the GGI

Who is GGI & Background Brief?

The Grace Gawler Institute (GGI) was established in 2010 to support the life-work that co-founder Grace Gawler (Cornall) had initiated in 1974 when her then husband was diagnosed with osteosarcoma.

Grace became the driving force throughout and after his recovery. Their experience in veterinary medicine combined with the lack of availability of supportive care medicine whilst going through their cancer journey with his very poor prognosis; saw the establishment of our not for profit organisations based in Melbourne.


It is important that you are aware that the GGI cancer services provided by co-founder Grace Gawler are unique and based on 43 years’ experience in supportive care cancer medicine. During that time, Grace has worked nationally & internationally. She was a founding member of the Victorian government’s ministerial advisory committee for women’s health and has a credible background and excellent track record in providing these types of cancer services.

Please refer to: https://www.gracegawlerinstitute.com/grace-gawlers-milestones/

The GGI model is an exceptional service model and is unique worldwide for personalised cancer help. We do not endorse or practice alternative medicine for cancer patients. Alternative meaning as an alternative to conventional oncology /scientific and medical treatment.

We are supportive of evidence-based complementary practices in combination with oncological and supportive care medicine. As your Cancer Navigator, in order to work with us, it is essential you have an oncologist as part of your health restoration team. If you are not under the care of an oncologist – we will assist you to find one.


Education is the process of facilitating learning, or the acquisition of knowledge, skills, values, beliefs, and habits. Educational methods include storytelling, discussion, teaching, training, and directed research. Education frequently takes place under the guidance of educators.

A large portion of GGI’s work is cancer education; fulfilling the charter of the charity’s Constitution. Education is considered a part of either a Skype call or any Navigation Packages (suites) offered by GGI. It is essential to be educated about cancer and to therefore be able to make informed decisions about your cancer care.

Fee for service and product sales supports the GGI as a not for profit Health Promotion Charity that specialises in the care of cancer patients in an all-round manner. GGI has minimal overheads and a huge outreach. GGI has 3 directors – Grace Gawler, Pip Cornall, Jeff Hutner.

Cancer navigator: A Cancer Navigator is a health care practitioner who is eclectic in terms of an overall view of cancer treatments and services offered to patients. They are required to be qualified and skilled; have longevity in the field of cancer supportive care medicine, understand the importance of psycho-oncology and emotional support and therefore, be able to help patients to safely find their way through the complex cancer maze.

Defining navigation: A KEY QUESTION TO CONSIDER:

Before signing up to a navigation package you need to consider this crucial question…. Are you “navigable” as a patient.

This section needs to be explained and read carefully by you. Your navigator has vast experience in the field of cancer supportive care medicine and will offer you their best opinion/advice regarding important factors; some that are crucial and life-saving and can impact your outcome. Remember GGI’s cancer navigator has 43 years’ experience.

  • Self-management: If you are a cancer patient who wishes to mix and match alternative, complementary and conventional medicine yourself with a small amount of input from your cancer navigator – then GGI suggests that a navigation package is not for you. Some alternative medicines and Internet advice can be disastrous, particularly if trying to balance this with oncology treatments without the cancer knowledge to do so.
  • Oncology involvement: If you wish to not have any involvement with an oncologist or oncology staff throughout your navigation package, this is not advisable, and GGI could not take responsibility for your choice. Remember that an oncologist is an expert in the field of cancer’s nature, behaviour and treatments. Their inclusion is essential.
  • Treatment choices: We exist because we are interested in helping you to get the best outcome with regards to your cancer diagnosis. Therefore, we encourage you to think carefully about your cancer treatment choices and ask that you communicate with GGI whenever you have questions.
  • Compliance is often misinterpreted word when it comes to managing illness, especially when patients wish to be self-empowered. In GGI’s experience with cancer. It is very easy for self-empowerment to become self-destructive.An example of this is a patient who is told to check with their doctor for anti-blood clotting medication against DVT and embolism before travelling overseas for cancer treatment. They are supplied injections of Clexane but choose to leave them in their suitcase case unopened because they don’t like injections or don’t consider the importance of what there’ve been told. Either whilst under treatment when returning to Australia then diagnosed with DVT embolism because they failed to take the advice that was provided.

 Cancer Navigation Package(Suite) – This is a Survivorship Care Plan – The most comprehensive cancer assistance plan that GGI can offer. These packages or suites are intensive work for GGI’s Cancer Navigator – they are designed to be cost-effective in the long term – rather than ad-hoc advice periodically. The model aims to provide direction, patient encouragement, high-quality information, referrals for second opinions and treatment considerations, continuity, and a point of contact when crucial questions/treatments or the unexpected arises.

We take our responsibility seriously. A Cancer Navigation Survivorship Care Plan Package (Suite) is essential and not negotiable for any patient who wants navigation and support whilst seeking treatment overseas based upon GGI’s advice. The service includes monitoring/referrals in a patient’s home country.

Our terms of service for services cover:

 Skype, Zoom or Facetime video consultations or face-to-face consultations at the clinic and payment for those consultations and the service provided. Summary Briefs are provided. These consultations can either be a one-off for the patient to investigate the services offered by GGI and help them on their cancer journey WITHOUT ONGOING NAVIGATION.

The GGI also evaluates if the service that GGI can offer is appropriate for the client as well as in the best interest of both parties. Skype video consultations with Grace Gawler may lead to the patient enquiring further to the services of a cancer navigation package.

Fee for Skype Video Consultations: A scale of fees and length of appointment times is clearly stated on the GGI website. Please read so that you are informed and consent to the service provided.

Please refer to: https://www.gracegawlerinstitute.com/prepay-for-skype/

and…. https://www.gracegawlerinstitute.com/skype-consultations-with-grace-gawler/

  1. Cancer Navigation Survivorship package clients: the services provided in cancer navigation package will have been explained to the you, the client, during a Skype video consultation, via email and, reading the necessary pages on our GGI website that pertain to a cancer navigation package. It is an expectation that you are aware of what a cancer navigation package involves from both GGI and from you, the client.
  2. Registering for services: When you register for a Cancer Navigation Survivorship Package, you can take advantage of a significant therapeutic and knowledge-based relationship with a qualified and highly experienced Cancer Navigator. Because of its uniqueness, there is no benchmark for the services provided. The level of thoroughness, recordkeeping, in-depth research, forensic approaches, referrals to specialists for second opinions – both here in Australia and overseas, set a high standard of excellence in Cancer Navigation.
  3. Registering and completing a payment for our service implies that you have read these terms of service and understand the nature of the navigation package (suite) that you have signed for navigation packages are not refundable except in exceptional circumstances. Exceptional circumstances means that the issue would be taken to a directors meeting and a decision made regarding legitimacy. This would be in a situation of extreme unexpected financial hardship and would require proof. The GGI is a registered not-for-profit organisation with the ACNC. Standard business structures are implemented. Fee for service and residual from sale of any product goes directly to the GGI and not directly to GGI representatives.
  4. Fee-for-service and donations to GGI are separate and accounted for independently. A fee for service differs to a donation which can be tax deductible. Tax-deductible donations must comply with the rules of ATO, ASIC and ACNC – the latter being our governing charitable entity.

Changes to previous cancer navigation service agreement:

Previous navigation packages (suites) were based around the number of Skype video consultations, plus extra services including unlimited short emails – this system had to be changed due to patients requesting fewer Skype’s but requiring 10 – 20 hours of complex email dialogues. Totally unsustainable by GGI.

To support the services and longevity of GGI, Survivorship Packages (suites) would now be based on the number of hours worked on behalf of the client. Should you have any questions about your package please contact us. If you are unsure of what is on offer when you register for a GGI cancer navigation package – then please refer to the GGI website’s cancer navigation page for details. Please be aware that it is your responsibility to have read these pages as well as our terms of service agreement.

Please refer to: https://www.gracegawlerinstitute.com/cancer-navigation-package/

2018 – New Programs Recently we have added new programs to a list of services. These are aimed to assist patients in preventing a recurrence of the cancer and are based on evidence based on lifestyle changes and proactivity to promote health after cancer treatments such as chemotherapy and radiation.

Programs geared at preventing cancer recurrence are available to patients who have achieved remission and wish to continue with health and lifestyle information, counselling, possibly genomic testing, and any other improvement activity (eg exercise) or complementary approaches/interventions that may contribute to well-being and longevity.

Cancer prevention programs (Packages or Suites)  – are being developed in 2018. These programs may be helpful where there have been genetic mutations in a family proven by genomic testing and where other family members wish to improve their health with the best knowledge available. The program will also be suitable for friends and other relatives who have had a take-home message about cancer education due to the experience of others.

Consent and Privacy Policy:

National Privacy Principle 5 requires our Practice (GGI) to have a document that clearly sets out its policies on handling personal information, including health information. This document, commonly called a privacy policy, outlines how GGI handles personal information collected (including health information) and how we protect the security of this information.

For more information please refer to the ‘About’ section of our Website www.gracegawlerinstitute.com

Updating privacy policies: The GGI is regularly updated regarding data collection and storage. We note that a new data notifications scheme was implemented under the Commonwealth privacy act, which commenced on 22 February 2018.  Training workshops by legal entities are provided to healthcare providers and NFP groups. The next being held in Brisbane Wednesday, 18 April 2018.

NOTE: The online Patient Questionnaire Form that you have completed and submitted is only received by Grace Gawler- your cancer Navigator for the purpose of your consultation. The information is security protected by several firewalls and an ‘in the cloud’ security system – as well all patient related information is stored digitally on a password protected terabyte storage system.

This website is secured behind an Internationally accredited firewall which prevents intrusion of any outside, unauthorised parties. Should attempted breaches occur. We have many layers in our system to protect patient’s personal data. Internet security incurs the Institute a substantial monthly cost so that data is safe.


  • GGI requires patient consent when handling, sharing and transmitting patient health information. We provide a consent form at the early stage before your first consultation. Consent is required with regards to referrals, as a result of the first consultation with GGI.
  • For reasons of medical ethics and confidentiality it is a requirement that we have your signed consent when handling your medical information. You must be the patient to complete the GGI Consent Form.
  • When giving consent to share your health information – for your peace of mind and our legal obligations; please be aware of how we handle your information. Strictly, we do not divulge any aspect of your personal information or health matters to any third parties, marketers or others unless we have written permission from you in a specific situation.
  • Patient online questionnaires when your completed online form has been received by GGI you will be contacted by email. Prior to any service provided by GGI – A one page consent form will have been be sent to the patient, completed, signed and returned before your Skype appointment will be scheduled. Other requested information is therefore obtained expressly with your consent.
  • *If inquiring on behalf of a patient who cannot make the inquiry for themselves – by request you can be sent a special referral form that you can sign as a relative or friend of the patient.
  • Our referral service for second opinions to Medical Centres of Excellence and specialists – nationally & internationally, requires your signed consent which is sent prior to a Skype call or signing up to a navigation package (suite).
  • By signing the consent form, GGI has permission to forward information to these specialists. Should any new entity (e.g. a bank, payment organisation such as OFX or Paymate-that is non-medical) request consent to discuss any information about GGI patients, it is our policy that you will be contacted.

 Term of Service Agreement – expiry period

As a service provider, GGI, via its skype video consultations agrees to provide a one-off service for a set fee as required by the client/patient. Continuing services such as GGI Navigation Packages that that comprise a set number of hours and specific services as outlined on our website, incur a set fee for service. This service can be utilised by the client/patient over a period of no more than 6 months AFTER registration.

 Terminating the agreement with GGI:

If after 6 months the client/patient has NOT RENEWED their Navigation package for whatever reason, the Agreement, under Terms of Service is considered expired.

 Exceptional circumstances clause: means that the issue would be taken to a directors meeting and a decision made regarding legitimacy. This would be in a situation of extreme unexpected financial burdens and would require proof of hardship.

Rights, Responsibilities and Obligations of the Parties

In working with GGI It is expected that:

  1. You fully comprehend the scope & depth of our cancer navigation service.
  2. Trust is an imperative part of this approach established in the therapeutic relationship between you & the navigator.
  3. You excel in your role as a navigated patient.
  4. You excel in communication and compliance.
  5. You know what we expect of you & what we provide.
  6. You make sure our instructions or information to you is not misunderstand or misinterpreted.

Implementation of terms of service:

  • By selecting the Pay for Navigation Package icon (Paymate) online at our website, you acknowledge that you agree and comply with GGI’s terms of Service.
  • On request – this terms-of-service agreement can be mailed to you in hard copy on the condition that it is signed & returned to our office at Grace Gawler Institute, PO Box 880, Paradise Point, Gold Coast, QLD 4216.
  • Should you have an issue with GGI or delivery of its services and you have not read your terms of service or requested our terms of service in hard copy. We request that you do so before contacting us.

Conflict resolution:

We understand dealing with cancer is extremely traumatic and may create emotional trauma; a rollercoaster for many patients. With this in consideration, we suggest every effort to establish amicable dialogues between the patient and GGI whilst problems are being resolved, should be the standard.

Since diplomatic dialogue will have been employed by the GGI in an attempt to resolve a conflict; abusive emails, negative Facebook or Google reviews, will not be tolerated and the navigation package contract will be terminated regardless of the registration date.

Approved by the directors of the Grace Gawler Institute.