For Aged Care Providers
End of Life Preparedness Pathway
Embedded into your client journey.
- Support clients earlier.
- Strengthen family preparedness.
- Build workforce confidence.
- Support End of Life pathways.
Critical Info helps aged care providers introduce practical planning conversations earlier through a structured preparedness pathway embedded at onboarding, decline and bereavement. Designed to support client choice, family preparedness and workforce confidence without creating additional workload.
Pilot Partners
- Melville Cares
- Western Suburbs Cares
- Sustainable Funerals Group
- Good Death Impact Network
Certified Social Enterprise
Social Traders
Regulatory change is reshaping aged care.
New Aged Care Act
Stronger rights, choice and dignity at end of life
Strengthened Aged Care Quality Standards
Person-centred care, end-of-life planning embedded
Support at Home
Greater expectations on preparedness and family support
End of Life Pathway implementation
Embedded pathways across the client journey
Supported decision making
Clients and families guided through key choices
Family preparedness expectations
Providers expected to engage families earlier
The Problem
Most families are unprepared when it matters most.
Despite growing awareness of the importance of end-of-life planning, providers, families and clients are still being caught unprepared — creating stress for everyone and increasing organisational risk.
Most Australians have not documented their wishes.
Families are often left making decisions in crisis.
Staff are expected to navigate difficult conversations without structured tools.
Providers must demonstrate person-centred care and support end-of-life planning under increasing regulatory expectations.
Providers are increasingly expected to support:
- Earlier planning conversations
- Family preparedness
- Client choice and dignity
- End of Life pathways
- Workforce confidence
…without creating additional burden for staff.
The Pathway
One Pathway. Three Critical Moments.
Critical Info is embedded into three existing points in the client journey.
- 01
Onboarding
Helping clients organise information before it becomes critical.
- 02
Decline
Supporting planning conversations as care needs increase.
- 03
Death & Bereavement
Supporting families when they need guidance most.
Technology, education, resources and support exist to strengthen these moments.
How it works
Embedded Into Existing Workflows
No new programs. No new systems. No major change management. Simply introduce Critical Info at three existing client touchpoints.
- Client
- Family
- Care team
- supported across every stage
Stage 01
1Onboarding & Life Readiness
- Wishes
- Key contacts
- Important information
- Values & preferences
✓ Earlier planning & improved preparednessStage 02
2Declining Capacity
- Families identified
- Plans reviewed and updated
- Care coordination supported
✓ Reduced uncertainty & improved coordinationStage 03
3End-of-Life & After Death
- Prepared families
- Documented wishes
- After-death resources
✓ Reduced crisis decision-making
Implementation readiness
Successful programs have an internal champion.
Our most successful implementations are led from inside the organisation — a single accountable person who connects Critical Info to your existing client journey.
- 01
Your organisation
Aged care provider
- 02
Internal champion
Quality, Care or Client Experience lead
- 03
Critical Info program
Embedded into client journey
- 04
Client outcomes
Prepared clients & families
Evidence & Results
Demonstrated behaviour change from pilot participants.
Pilot outcomes from end-of-life doulas and community participants, supported by the Good Death Impact Network and Sustainable Funerals Group.
Program outcomes
90%
Took practical planning actions
80%
Updated important documents
70%
Started conversations with family
78%
Reported planning felt easier
60%
High confidence discussing end-of-life
What these outcomes mean
Participants are not simply learning about preparedness — they are taking action.
- Organising important information
- Identifying decision-makers and key contacts
- Updating important documents
- Starting conversations with family members
- Increasing confidence around planning and end-of-life discussions
This is the behaviour change providers are seeking when introducing earlier planning conversations.
Case study
Melville Cares & Western Suburbs Cares Pilot
The pilot is exploring how preparedness and end-of-life planning can be embedded into community aged care pathways.
Current areas of investigation
- Client onboarding
- Earlier planning conversations
- Workforce confidence
- Community education
- Family preparedness
- End-of-life pathway integration
Final evaluation outcomes will be published following completion of the pilot program.
Start small. Prove value first.
90-Day End of Life Preparedness Pathway Pilot
Designed for organisations wanting to test engagement before broader implementation.
90-Day Pilot
Start hereEnd of Life Preparedness Pathway Pilot
- Workflow mapping
- Staff capability session
- Community education session
- Up to 100 active participants
- Critical Chat support
- Reporting and evaluation
Investment
Investment is tailored based on organisational size, participant volumes and implementation scope.
Annual Program
Post-pilotAnnual Embedded Preparedness Program
Following a successful pilot.
- Ongoing implementation support
- Quarterly reviews
- Workforce onboarding resources
- Community support pathways
- Annual reporting
- Up to 150 active users
Investment
Annual partnership investment is tailored based on active participant volumes and implementation requirements.
Regulatory alignment
Supports Organisational Priorities
Critical Info supports providers strengthening alignment with the new Aged Care Act, the Strengthened Aged Care Quality Standards and the Aged Care Data & Digital Strategy 2024–2029.
Organisational priorities supported
Aligned- Earlier End of Life conversations
- Client choice and dignity
- Family preparedness
- Supported decision making
- Workforce confidence
- End of Life pathway implementation
- Continuous improvement
- Quality review
Implementation
Simple to implement.
We do the heavy lifting. Your team plugs Critical Info into the touchpoints you already own.
Critical Info handles
- Platform delivery
- Client support
- Workshops
- Educational resources
- Reporting
Your team handles
- Internal champion
- Introductions at key touchpoints
- Promotion through existing channels
Implementation timeline
- 1Discovery
- 2Planning Session
- 3Launch
- 4Client Engagement
- 5Reporting & Review
Minimal staff time required
Less than two minutes per referral.
Staff simply introduce Critical Info at:
- Onboarding
- Decline
- Death & Bereavement
Critical Info manages support, engagement and follow-up.
Referral pathway
A connected pathway from community to care.
Critical Info creates a clear, two-way referral pathway between community members, providers and end-of-life support — so clients arrive at aged care already prepared.
Community member
Discovers Critical Info
Critical Info
Workshops & platform
Prepared client
Documented wishes
Aged care provider
Confident, ready intake
End-of-life pathway
Supported journey
Critical Info workshop with Melville Cares & Western Suburbs Cares.
Provider testimonial
“We’re proud to be the first aged care provider in Australia to adopt the Critical Info Platform, helping clients and their families live more aligned with their values and preferences.”
“We know that a major barrier has been early planning of what we want at end of life, but our partnership with Critical Info has provided us with a vehicle that is practical and guides the process in a simple and effective way.”
Maria Davison
CEO, Melville Cares
Supported by experts
A multidisciplinary team behind every implementation.
Led by Catherine Ashton, Founder & CEO — supported by partners across technology, clinical care, law and impact measurement.
Technology
Vokke (ISO-certified)
Clinical Care
Dr Renee Stamation
Law
Greg Russo Law
Impact Measurement
Andrea Cosentino
Next step
Explore a 90-Day Pilot
Discover how the End of Life Preparedness Pathway could be embedded into your client journey.
