Terms of Service

Terms of Service – The Grace Gawler Institute (GGI) (revised & updated July 2018)

Please contact us if you would like us to email a PDF copy of our terms of service.
I have read and agree with the GGI’s terms of Service and have read the information below. I understand that these are the approved terms of service of GGI.

Definitions

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 (patient) 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 and cancer education whilst going through their cancer journey, along with his very poor prognosis; saw the establishment of a not for profit organisation based in Melbourne.

Credibility

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 exceptional and diverse 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. PLEASE NOTE: We do not endorse or practice alternative medicine for cancer patients, nor do we refer to any clinics, hospitals etc who only offer alternative treatments for cancer patients. Alternative meaning as an alternative to conventional oncology /scientific and medical treatment.

However, we are supportive of evidence-based complementary therapies and practices in combination with oncological and supportive care medicine. Effective cancer navigation requires communication and cooperation from treating practitioners. 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. We strongly suggest that you keep your oncologist informed of any other treatment decisions and choices that you make.

Education:

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 our not-for-profit’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 a diverse and multidisciplinary manner. GGI operates with minimal overheads and has a huge outreach nationally and internationally. 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 damaging to cancer patients, particularly if trying to balance this with oncology treatments without pharmacological or cancer knowledge.
  • Oncology involvement: If you choose not to involve an oncologist or oncology staff in your recovery program, GGI cannot take responsibility for your choice. As a part of our cancer education protocol, we will encourage you to create a team of proactive health practitioners, including an oncologist. Remember that an oncologist is an expert in the field of cancer’s nature, behaviour and treatments. GGI considers their inclusion to be essential. We can refer you for oncology second opinions.
  • Treatment choices: We exist because we are committed to helping cancer patients achieve best outcomes. Therefore, we encourage you to think carefully about your cancer treatment choices and ask that you communicate with GGI whenever you have concerns or 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 we have seen that it is very easy for self-empowerment to become self-destructive.

An example of this is a patient who is told to visit their doctor for anti-DVT medication/advice 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 they’ve been told. On returning to Australia they become very ill; diagnosed with DVT and lung embolisms embolism due to failure to be compliant with  because they failed to take the advice that was provided.

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

Our terms of service for services cover:  Skype, Zoom or Facetime video consultations or face-to-face consultations at the clinic and Cancer Navigation Package (Suite)

 Skype, Zoom or Facetime video consultations or face-to-face consultations at the clinic and payment for those consultations and the service provided. These consultations can be a one-off inquiry or more 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.

Your first Skype, Zoom or Facetime consultation – patient involvement:

Whilst GGI appreciates that cancer patients may be unwell or impacted by treatments; and that friends and relatives are often desperate to help; we request that it is essential that the patient (not family or friends) email GGI with their Skype consultation inquiry/request. We also request that it is the patient who is proactive in making all arrangements for consultations including organising their medical documents and summarising their medical history.

In compliance with the privacy Act, it is a requirement that it is the patient who completes the GGI new patient intake online Questionnaire, not a relative or friend. This request relates not only to the Privacy Act, but also to patient empowerment and the importance of patients having a sense of control over their lives and medical affairs. By dealing directly with the patient – we all avoid a lot of difficult points of health laws with regards to privacy.

Skype consultations-  Patient inquiries:

It is essential for many reasons including patient privacy and empowerment that cancer patients take the leading role in all consultations including video consultations. Regulation regarding the privacy of health care information is particularly complex and strict when it comes to these matters. It should always be patients choice to have a family member present during the consultation, but it must be the patient who takes the leading role. Although we encourage family involvement and support, it must be the patient who makes inquiries and takes a leading role in their healthcare choices and decisions.

Fees 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/

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

Disclosure of health information and impaired capacity:
GGI is not in a position to offer assistance to patients who have impaired capacity and who need to have a carer or other person act on their behalf. As a relatively small organisation, we simply do not have the staff or funding to assist with these often-complex situations. There are many organisations well qualified and equipped to take care of persons with impaired capacity, ensuring their rights and privacy are properly catered for. GGI will always answer an inquiry relating to assistance in these circumstances. We offer a free service via email outsourcing to any to our associates, groups, organisations and other bone-fide innovative resources.

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 by 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.
    • Cancer Navigation Package(Suite) – This is our unique 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.
    • A Cancer Navigation Package (Suite) service includes assistance with logistics/ treatment schedules, communications with your treating doctors and contact whilst the patient is in a foreign country – plus monitoring/referrals in a patient’s home country. NOTE: The patient must have 100% engagement with navigator when embarking on a Cancer Navigation Package (Suite). It is not appropriate for friends or relatives to make any decision for or on behalf of a cancer patient when overseas medical travel is involved. The patient and not a family member, partner or spouse; MUST sign a consent form enabling GGI’s Navigator to act on their behalf.
    • Responsibility: We take our responsibility seriously. A Cancer Navigation Survivorship Care Plan Package (Suite) is essential and not negotiable for any patient who requests navigation and support whilst seeking treatment overseas, based upon GGI’s advice. Skype consultations are intended for guidance, information and a discussion regarding options/second opinions – but one-off Skype consultations are not provided with any intention of organising overseas medical referrals as these require a Cancer Navigation Package Suite of services and intensive assistance from GGI’s Navigator.
    • Navigation Package: Genomic Service: At the beginning a Navigation Package many pieces of information are required to best assist and direct patients. One of the key referrals we can offer to a patient via their treating doctor is direct access to private Genomic testing. This can take time  for the Laboratory to procure tissue, perform tests and also to report on each patient’s results in a personalised manner. Sometimes there can be delays receiving samples and as well – tissue quality may not be of standard for DNA testing. The Laboratory deals with many complex issues for each patient. Ethically, GGI and representative Grace Gawler is not allowed to dispense personal medical genomic reports or information to any patient without the patient having first consulted with a qualified Genomic-trained oncologist who will interpret the test and provide the patient with targeted treatment options. Once that consultation has occurred with an oncologist, GGI can proceed with assisting the client (patient) being proactive on behalf of the patient; assisting the oncologist and patient in a multi-disciplined manner which includes exploring options of targeted complementary medicine. As soon as patients receive their results – they must consult with the genomic specialist and have the test report interpreted. Reports are complex and can easily be misunderstood by patients. Type of genomic tests are recommended by the Laboratory ( not GGI)  and in conjunction with your treating doctors
    • Registering for services: When you register for a Cancer Navigation 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. It must be the patient who registers for the service and the patient who signs the consent form.
    • Registering and Completing a payment for GGI services: Implies that you have read our Terms of Service and understand the process and services provided by Skype, facetime or zoom video consultations; in the office consultations or navigation packages (suites). GGI provides detailed information on its website regarding ALL SERVICES. Theses services are clearly labelled on the website’s menu.
    • Receipting: Payments for Skype consultation and cancer navigation packages are receipted through our secure provider Paymate. The reference number will state the service you have paid for on the transaction receipt. We do not issue any further receipt and we consider this to be your official receipt.
    • Refunds: Please be informed that if you have registered and paid for a navigation package, that the fee is not refundable except in exceptional circumstances. We expect that you will have read about these services and have therefore made your payment with informed consent. In the case of exceptional circumstances: the issue would be taken to a directors meeting and a decision made regarding legitimacy of the claim. 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.

Fee-for-service and donations

Donations made to GGI are accounted for separately via our Gift account. A fee for service differs to a donation which can be a tax deduction for Australian citizens. Tax-deductible donations are independently monitored and deposited to our Gift Account. GGI must comply with the rules of ATO, ASIC and ACNC – the latter being our governing charitable entity.

Important 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 consultations but requiring 10 – 20 hours of complex email dialogues. Totally unviable and unsustainable by GGI.

A decision was made at GGI’s AGM and special meeting of directors in Tasmania March 2018; that to support the services and longevity of GGI, all renewals of 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 packages
Recently we have added new package options to our list of services.

Maintenance and Monitoring Package

The package is geared to assist patients who have completed at least two intensive full navigation packages and whose cancer situation is stable or in remission; requiring ongoing maintenance and monitoring. It is ideal for ongoing continuity aimed at reducing crisis management and stress, often seen when patients have become complacent.

Preventing Cancer Recurrence

This package is especially designed for form patients who have been through chemotherapy, radiation and other cancer treatments and are now clear of cancer, but suffering significant, chronic side effects related to past treatment. For example, many patients suffer from inflammatory joint issues, nerve damage, or weakened bones to name a few. This is a true health restoration program and is made available to any former GGI clients or first time GGI clients who want to attend to improving their health based on evidence-based lifestyle changes, specific gene testing, exercise and stretch, complementary medicine or therapies.

Promoting Health – Preventing Cancer

New individualised health packages for health promotion in cancer prevention are being developed in 2018. Check the website for further information.

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.

Privacy regarding GGI’s online Patient Questionnaire Form.

If you have had a video consultation or have joined a Cancer Navigation Package, you will have completed and submitted an online questionnaire. This information 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 – in addition all patient related information is stored digitally on a password protected terabyte storage system.

Our Security:
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.

Consent:

  • 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 and patient intake online questionnaire.
  • 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.
  • Your consent form outlines when necessary that you give permission for GGI’s cancer navigator to forward your medical information to oncologists for second opinion, for further diagnostic purposes, e.g. for genomic testing or for treatment to be provided overseas.
  • Protocol and 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.
  • 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. 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. Cancer navigation package services can be utilised by the client/patient over a period of no more than 6 months from date of registration/previous payment.

 GGI Termination of the agreement:

If after 6 months the client/patient has not contacted us nor RENEWED their Navigation package, the Agreement, under Terms of Service is considered expired.

 Termination refund clause – Exceptional circumstances: means that the refund request would be taken to a directors meeting and a decision made regarding legitimacy. Refunds will be considered in situations of extreme or unexpected financial burdens and would require proof of hardship. In certain circumstances, where a package has been purchased but not utilised for legitimate reasons; delayed services can be provided under special arrangement agreement with the client.

Rights, Responsibilities and Obligations of the Parties

In working with GGI It is expected that:

  1. You have read and agree with our Terms of Service
  2. You fully comprehend the scope & depth of our Video consultations and Cancer Navigation Services.
  3. Trust is an imperative component of GGI’s approach. Establishing a therapeutic relationship between you & the navigator is imperative.
  4. You excel in your role as a navigated patient.
  5. You excel in communication and compliance.
  6. You will disclose information that is critical to your care.
  7. You know what we expect of you & what we provide.
  8. 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 without refund and regardless of the registration date.

Addendum: This document pertains to the patient only, with whom each arrangement for services has been made. The client/patient will have signed a consent document and made the agreement with GGI.

Grace Gawler Institute and its representatives work diligently in the best interests of the patient but cannot always be responsible for choices that the patient makes. By reading and agreeing with the Terms of Service; it is understood that the patient takes full responsibility for his or her decisions and waivers any actions by other parties against the Grace Gawler Institute.

These terms of service have approved by the directors for the Grace Gawler Institute, a registered not for profit health promotion charity. ABN 71 146 457 874.