COVID-19 pandemic

Technical support

Account and subscription management

Accessing eTG complete

eTG complete content

COVID-19 pandemic

Therapeutic Guidelines continues to operate during the COVID-19 (coronavirus) pandemic. As many of our staff are working from home, we request that moving forward, you contact our team by using the enquiry form located on the Contact us section of our website. This will enable us to assist you as efficiently as possible.

Where is the information on COVID-19?
eTG complete includes a new topic on coronavirus disease that provides links to trusted national and international sources for patient management. These sources are frequently updated ensuring eTG complete users always have access to the latest advice. This topic will be kept up-to-date with new useful links, as we become aware of them.

Therapeutic Guidelines COVID-19 update
In spite of a year that has challenged us all, Therapeutic Guidelines continues to operate during the COVID-19 (coronavirus) pandemic. 

The Therapeutic Guidelines team continue to work predominantly from home. We request that as often as possible, you contact our team by using the form located on the Contact us section of our website. This will enable us to assist you as efficiently as possible. Remember you can purchase or renew up to 25 user eTG complete subscriptions online at any time, click the subscribe button or log in to your account. Book orders can also be made online here. 

Keep an eye on the Therapeutic Guidelines website and follow us on Twitter, LinkedIn and Facebook in the meantime for updates. 

Technical support

eTG complete app – general support

How do I uninstall and reinstall the app?
To uninstall the current version of the app shell:

  • Apple: Click and hold eTG complete icon until the cross appears then click the cross.
  • Android: Click on the eTG complete icon and drag it up to the dustbin on the top banner.

Then reinstall the app:

  • Apple: Search for the app in the App store (search on ‘eTG’), or click on this link.
  • Android: Search for the app in the Play store (search on ‘eTG’), or click on this link.

After reinstalling the app, you will be asked to log in again.

Those who log in with a username and password can log in again using their username and password. If you get a message saying you already have two active devices, follow the instructions on how to deactivate a device.
Those assigned an app token will need to contact Therapeutic Guidelines via our enquiry form to have your token reset.

How do I close the app on a mobile device?

To close the app on an Apple device:

  • Double-click on the home button (this is the round button below the screen in the middle of your device).
  • Select the eTG app and swipe up to close the app.

To close the app on an Android device:

  • Click on the little square on the left-hand side of the home button (usually a round button below the screen in the middle of your device).
  • Select the eTG app and swipe up to close the app.

My app is not working offline. What are my options?
To use the app offline, you need to download the content to your device. For information on how to download the content see ‘How do I use the app offline?’. Note that you need an internet connection to download the content. If your internet connection was interrupted, the content may not have completely downloaded. In this case, the cloud icon will reappear and you will need to repeat the steps.

I got a message saying ‘This content is currently unavailable’, what should I do?
Please try uninstalling and reinstalling the app shell (see ‘How do I uninstall and reinstall the app?’). Once you have reinstalled the app, click on the cloud icon on the landing page to download the content for offline use (for more information, see ‘How do I use the app offline?’).

eTG complete app – support for users who log in with an email address and password

How do I deactivate a device from my TGL account?
If you get a message telling you that you already have two active devices, you can deactivate one of your devices by doing the following:

  • Log into your account through the black ‘Log in’ box in the top right-hand corner of the home page of the TGL website or eTG complete.
  • Select your account name from the ‘My account’ drop-down list (click on the black box in the top right-hand corner to see the drop-down list).
  • Click on the ‘My subscriptions’ tab.
  • Click on Deactivate to deactivate a device.
  • You should then be able to log in with your usual credentials. (Click on the cloud icon to download the content for offline use.)

eTG complete app – support for users who have a token or access via their place of work or study without a password

How can I register for an app token to use eTG complete on my mobile device?
In order to access the eTG complete app through your place of work or study, you will need to register for a token. It is important to note that not all workplaces and educational providers have eTG complete app tokens as part of their subscription, so it is recommended that you contact your library or the team in charge of organising point of care resources.

When I open the eTG complete app it displays the error: this token is no longer assigned to you. How can I regain access?
If you have recently updated your device you may need to organise for your institutional app token to be reset. We request that you contact us and our customer service team will assist you.

Account and subscription management

Managing my account

How do I reset my password?
Click on the Log in button in the top right-hand corner of our home page. Click on the link beside ‘Forgot your password?’ and enter your email address. You will be sent a link to reset your password.

How can I update my personal information?
You can update your contact details when you log in eTG complete. Select your account name from the ‘My account’ drop-down list. You can then click on ‘Edit details’ in the ‘My details’ tab.

How can I change the email address associated with my account?
If your email address has changed we request that you complete the contact us via the Therapeutic Guidelines website (including both old email and new email) and our customer service team will update your details. Note: you cannot update your email address in your Account area; it must be updated by our customer service team.

Subscription options

Which subscription is suitable for me?
Therapeutic Guidelines offers a range of subscription options to meet the needs of healthcare practitioners. For individuals, we recommend that you purchase a single user subscription. For community pharmacies and suburban GP clinics, a multiple user subscription is recommended. Larger businesses, including hospitals are encouraged to enquire about an institutional licence which enables alternative authentication methods, eliminating the need for a username and password.

Username and password subscriptions
Single user subscription: for individuals we recommend a single user subscription to eTG complete.
Multiple user subscriptions (2 or more users): group subscriptions are available to meet the needs of GP practices and pharmacies which are suitable for businesses with up to 25 users.

Institutional subscribers
Enterprise subscriptions: for aged care facilities, government departments, registered training organisations, universities, private hospitals, day hospitals with multiple sites and other organisations, please complete the enquiry form and a member of or customer service team will assist you.

How many licences should I purchase?
The number of licences purchased should reflect the number of healthcare practitioners accessing eTG complete regularly.

International customers

I live outside of Australia, can I still purchase an eTG complete subscription?
Yes, you can purchase an eTG complete subscription via the Therapeutic Guidelines website. If you are interested in purchasing a Therapeutic Guidelines book, international customers should contact sales@tg.org.au if they wish to purchase books from outside Australia.

Purchasing or renewing a subscription to eTG complete

Which payment methods are accepted?
We accept Visa, MasterCard, and American Express and PayPal for subscriptions purchased online. If ordering over the telephone we accept Visa, MasterCard, and American Express.

How do you protect my credit card details?
The online purchasing system that Therapeutic Guidelines Ltd (TGL) uses is SecurePay, a secure online banking business of Australia Post. With SecurePay, your credit card details are encrypted and transmitted securely from the Therapeutic Guidelines website to SecurePay. Therapeutic Guidelines does not have direct access to full credit card numbers.

When will my subscription expire?

  • New subscribers: the subscription will expire one year from the date of purchase.
  • Renewing subscribers eligible for the renewal price offer: the discounted renewal price offer is only valid for three months after expiry, if the subscription lapses. The subscription is renewed based on the date of expiry, not the date of payment.

Can I renew my subscription online?
Individual subscriptions and multiple user subscriptions with up to ten licences can be renewed online by logging in to your account. If you have more than 25 licences, you will need to contact our customer service team to renew. Therapeutic Guidelines attempts to notify all users with expiring subscriptions by email.

How do I renew?
You can renew online by visiting the Therapeutic Guidelines website at tg.org.au and logging into your account by entering your username, (which is your email address you registered with) and password. If you cannot remember your password, there is an option to reset it as you login. If you have more than 10 licences, you will need to contact us and our customer service team will assist you to renew.

I require an invoice prior to payment. How can this be arranged?
Please complete our enquiry form and our friendly team will send you an invoice for your records. Note, your subscription will not be renewed until the invoice is paid in full

When will I receive a tax invoice?
All eTG complete subscribers are sent an email with their tax invoice once payment has been processed. If you have purchased a book, your invoice will be shipped with your order.

Is it possible to purchase or renew a subscription over the phone?
In light of the evolving COVID-19 situation, we ask that if possible, eTG complete subscription purchases are completed online. For some customers, including those with 26 or more licences, this will not be possible. Our customer service team are available to assist you. You can either complete the enquiry form, reply directly to a renewal email notification (if you are a renewing customer) or phone our office on 1800 061 260. Note: office hours are 9 am to 5 pm Monday to Friday.

Purchasing a Therapeutic Guidelines book

Why can’t I purchase some guidelines in print format?
As part of our commitment to providing the highest quality patient management advice, we are implementing changes to our guideline update process. This exciting initiative will allow us to update topics within a guideline rapidly, in response to changes in the evidence. Individual topics within a guideline will therefore be updated on their own schedule, and will be published in our digital product eTG complete.

Therapeutic Guidelines exists to promote best practice patient care. To avoid situations where clinicians inadvertently follow out-of-date advice, we have decided to gradually phase out the book format of our guidelines, as new updates become available.

The decision to gradually stop printing our guidelines was not taken lightly—we understand that the books are still popular with some of our customers. We hope you will understand that book publishing is not compatible with the fast pace of change in medical evidence nor with Therapeutic Guidelines’ commitment to promoting quality use of medicines.

Which guidelines are available print format?
Currently the following titles are still available for purchase in book format:

  • Cardiovascular – version 7
  • Diabetes – version 1
  • Neurology – version 5
  • Oral and Dental – version 3
  • Rheumatology – version 3
  • Ulcer and Wound Management – version 3

To order a book, complete an order form.

How long will it take for books to reach me?
Due to the evolving COVID-19 situation, we ship book orders once a week. When your book order has been shipped you will receive a notification from Australia Post with an estimated date of delivery. If you are outside Australia, our customer service team provide you with an estimated timeframe for delivery. Express postage options are also available at additional cost. Please contact us for more information.

Accessing eTG complete

Accessing and using eTG complete
eTG complete online: this product is useful for users who use eTG complete in locations with internet access. It can be used on desktops, laptops and mobile devices. It updates automatically.
eTG complete (mobile app): this product is optimised for Apple and Android devices and ideal for those practicing in a variety of locations. The content can be downloaded to your device, but requires internet access for initial download, then periodic access for updates (several times per year).

How can I find out about the new features of eTG complete?
To stay up-to-date with the latest product updates, we recommend that you subscribe to here. You can also visit the News section of the Therapeutic Guidelines website. You can also keep an eye on our Twitter and LinkedIn.

How can I access eTG complete on my mobile device?
See eTG complete mobile app if you want to download eTG complete to your mobile device or tablet.

Which operating systems can eTG complete run on?
eTG complete is accessible via Windows (XP, Win7, Win8 and Win10) and Macintosh OSX (version 10.6 or later). All that is required to access eTG complete online is a fully featured web browser.

Which browsers can eTG complete run on?
For optimal functionality with eTG complete, we recommend that you use the latest version of Chrome, Firefox, Microsoft Edge or Safari. If you are using an older browser, some of the pages and tools may not function properly.

eTG complete offline download

Why is the offline download version of eTG complete being discontinued?
The final release of the offline version of eTG complete will accompany the December 2020 content release. We had to discontinue the Mac version earlier this year because of technical difficulties arising from increased security requirements. It’s no longer viable for Therapeutic Guidelines to continue to produce and support multiple offline products.  

We are revising content more frequently, so to ensure that you are always looking at the most current advice, we recommend using the online version of eTG complete. As a subscriber, you still have access to eTG complete online and the mobile app. If you need an offline version of eTG complete, the app can be utilised for this purpose and content can be downloaded to your mobile device. 

eTG complete mobile app

How do I purchase the eTG complete app?
The app is now included in the purchase price for single and multiple user subscriptions.

Can I get the app if I access eTG complete through my place of work or study (e.g. hospital or university)?
The app may be available as part of an institutional licence. Contact your institution to find out if the eTG complete app is available and to organise a token for access.

Do I need internet access to use the eTG complete app?
You will need internet access to download the app and to log in for the first time.

Once you have logged in, you can download the eTG complete content to your device by clicking on the cloud icon on the home page of the app (see ‘How do I use the app offline?’).

Note: You need internet access for the initial download and periodic internet access for Therapeutic Guidelines content updates (several times per year).

Downloading the eTG complete mobile app

Subscribers who access eTG complete with a username and password
If you access eTG complete with a username and password, access to the eTG complete app is included in the cost of your subscription. To download the app, follow the instructions below.

  1. Go to the App Store for iPhone, or Google Play for Android devices.
  2. Download the eTG complete
  3. Choose ‘Individual’ user option to log in.
  4. Use your eTG complete log in details to access the app.
  5. Once logged in, we recommend downloading the eTG complete content to your device by clicking on the cloud icon on the home page of the app. This allows the app to be used offline, which means if you are ever without an internet connection, you will still have access to all the content in eTG complete.

Subscribers who access eTG complete via their place of work or study
If your institution has a licence for the app, you will be provided with a link to register for a token (you should contact your institution for this information). You will need to register for your token from within your institution’s IP range or via a link supplied by your institution. To download the app, follow the instructions below.

  1. Visit the link supplied by your institution and fill in the required fields.
  2. After registration you will be sent an email with your token details to the address used in the registration process. If you do not receive an email within 10 minutes, we recommend checking your spam and junk folders.
  3. Go to the App Store for iPhone, or Google Play for Android devices.
  4. Download the eTG complete
  5. Choose ‘Institutional’ option to log in.
  6. Enter the email address you used to register and your token details.

How do I use the app offline?
To use the app offline, the content needs to be downloaded to your device:

  • Open the eTG complete app.
  • If the cloud icon appears on the top right-hand-side of the app’s home page, content is available for download.
  • You will receive a notification when the content has downloaded successfully.
  • Whenever eTG complete gets updated, a cloud icon will appear to indicate that new content is available for download. Therefore, even if you are using the app offline whilst still connected to the internet, you will still receive a notification when new content is available for download.
  • Note: If you have downloaded the content and you have no internet connection, the app will automatically switch to offline mode.

To select offline use:

  • Go into Settings (click on the hamburger icon on the top left-hand corner of the home page, choose ‘Settings’).
  • Choose ‘Use app offline’ (shown below).
  • If you have downloaded the content and you have no internet connection, the app will automatically switch to offline mode.

How do I update my eTG complete app?
We release regular upgrades to the app to improve performance and fix bugs. When a major upgrade has been released, we will contact users and institutions to let them know about the upgrade. If your device is set to automatically update, you won’t need to do anything. If you are unsure of how to update, click on the relevant link below:

If you need assistance, please complete our enquiry form.

Note: If you are an institutional (accessing the eTG complete app through your place of work or study) and you uninstalls the app, you will need to contact Therapeutic Guidelines to have your token re-assigned.

How do I know which version of the app I am running?
Go into Settings (click on the hamburger icon on the top left-hand corner of the home page, choose ‘Settings’). The app version number is at the bottom of the window.

eTG complete content

How is eTG complete different from other resources I use?
Therapeutic Guidelines are written principally for prescribers to provide clear, practical, succinct and up-to-date therapeutic information for a range of diseases.

The Guidelines are characterised by their:

  • Independence: Therapeutic Guidelines is independent of government and commercial interest. To protect and maintain this independence a policy on conflict of interest is in place and directors, members of the company and members of the expert writing groups are all required to provide interest statements.
  • Comprehensiveness: The Guidelines cover all common disorders seen in general practice.
  • Authority: The Guidelines present independent information on best practice, which is a distillation of current best evidence interpreted by experts.
  • Accessibility: The Guidelines are easy to use with therapeutic advice categorised according to diagnosis.
  • Currency: All topics are reviewed and updated on a regular basis.

Therapeutic Guidelines are widely respected and are an accepted part of the Australian medical culture. They are used in all Australian medical and pharmacy schools, and extensively in public and private hospitals and in community medical and pharmacy practices.

Disclaimer
These guidelines are an acceptable basis for management of patients, but there may be sound reasons for modifying therapy in certain patients or specific institutions. The complexity of clinical practice requires that users understand the individual clinical situation and exercise independent professional judgment when basing therapy on these guidelines. Particularly in complicated situations, these guidelines are not a substitute for expert advice.

These guidelines do not provide comprehensive drug information. Prescribers should consider the particular harm–benefit profile of a drug in each patient, taking into account adverse effects, contraindications, the potential for drug interactions and other drug characteristics.

How are Therapeutic Guidelines Ltd products produced?
Therapeutic Guidelines are written principally for prescribers to provide clear, practical, succinct and up-to-date therapeutic information for a range of diseases. They are based on the latest international literature, interpreted by some of Australia’s most eminent and respected experts, with input from an extensive network of general practitioners and other users. Therapeutic Guidelines represent the essence of current available evidence. Read a detailed description of the process used to develop the content.

How often is eTG complete updated?
eTG complete is updated several times each year with new content and functionality. 

How do I use the doses in eTG complete?
The dosing regimens in the text generally apply to nonpregnant adults of average size; higher or lower doses are appropriate for some patients. Children’s doses have not been assessed for suitability in neonates; when doses are given for neonates, they apply to full-term neonates only, unless otherwise specified.

Why is there sometimes a number shown on the left of a drug regimen in eTG complete?
Where more than one drug regimen is listed for an indication, the number next to the regimen shows its place in therapy (eg 1 for first-line therapy, 2 for second-line therapy). Drugs that are equally appropriate for a given indication are marked with the same number.

Why are some drugs in eTG complete not listed in the drop-down list in the drug index?
The drug index only lists drugs that are part of a full dose recommendation (shown in a blue panel in eTG complete). If your drug does not appear in the drop-down list, try searching using the main search box (or magnifying glass).

I have some suggestions that I would like to pass on to the editor, what should I do?
If you are using eTG complete online, feedback can be sent directly to Therapeutic Guidelines by clicking on the ‘Envelope’ icon at the top of the topic or section that you wish to comment on. If you are a book user, send an email to: feedback@tg.org.au. All comments will be logged and you will receive a response if requested.

How do I cite Therapeutic Guidelines?
All content produced by Therapeutic Guidelines is protected by copyright.
All rights are reserved. Apart from any fair dealing for the purposes of private study, criticism, or review as permitted under the Copyright Act 1968, no part of the Therapeutic Guidelines content in any format may be reproduced, stored in a retrieval system, scanned or transmitted in any form without permission. Visit this link for full details.

How to cite Therapeutic Guidelines depends on whether it is a specific topic being cited, or it is a general citation of a Therapeutic Guidelines book or digital product.

Below are examples for citations for Therapeutic Guidelines following the Vancouver bibliographic reference style.

eTG complete
Example of a citation for a general reference to eTG complete:
eTG complete [digital]. Melbourne: Therapeutic Guidelines Limited; 2019 Jun. <https://betatgl.tg.org.au>

Example of a citation for a specific topic in eTG complete:
Fatigue in palliative care [published 2016 Jul]. In: eTG complete [digital]. Melbourne: Therapeutic Guidelines Limited; 2019 Jun. <https://betatgl.tg.org.au>

Therapeutic Guidelines books
Example of a citation for a general reference to a Therapeutic Guidelines book:
Oral and Dental Expert Group. Therapeutic guidelines: oral and dental. Version 3. Melbourne: Therapeutic Guidelines Limited; 2019.

Example of a citation for a specific topic in a Therapeutic Guidelines book:
Acute Odontogenic Infections. In: Oral and Dental Expert Group. Therapeutic Guidelines: oral and dental. Version 3. Melbourne: Therapeutic Guidelines Limited; 2019. pp.235–9.