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Supporting your loved one’s decision-making

For families, friends and carers, supported decision-making is about creating an environment that helps your loved one confidently make choices for themselves. In practice, it means keeping their voice at the heart of every decision.

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Supported decision making

26 September 2025

Stories | Aged Care Homes

In this article, you'll learn about:

  • Supported decision-making and the new Aged Care Act  
  • Step-by-step ways to support older people in making decisions  
  • Accessing help – information, support and advocacy services 


The right of older people to make their own decisions is not new – it’s a basic human right, recognised under Australia’s anti-discrimination and human rights laws.

What is new is that from 1 November 2025, this right will be enshrined in the new Aged Care Act, which formally recognises and protects supported decision-making. The Act includes a Statement of Rights that presumes older people can make their own decisions and ask for help from trusted supporters when they need it.

Here are some practical ways you can support your loved one’s decision-making. 

Step 1: Understand what your loved one really wants and needs

The better you understand your loved one’s wishes and everyday living needs, the more effectively you can support their decision-making. Make sure you know:

  • Their personal values and what matters most to them
  • Their daily routines
  • Any special communication considerations – for example, hearing or vision impairment
  • Any cognitive changes, such as dementia  
     

Step 2: Create the right environment

Where, when and how a decision is made can make a real difference. For big decisions, find a place that encourages a sense of calm, where your loved one feels supported. Think about things like:

  • Setting: A quiet space, or a room with gentle background music, may help them feel more at ease and able to concentrate.
  • Location: A familiar, comfortable room, or a favourite space outdoors, encourages a sense of security and belonging.
  • Lighting: Soft lighting, out of the glare, makes it easier for them to see you – and you to see them.
  • Temperature and comfort: Comfortable surroundings and appropriate clothing help people feel more relaxed and settled.
  • Scents: Pleasant smells, such as fresh flowers or familiar aromas, can evoke a sense of comfort and calm.


Step 3: Timing

Important decisions shouldn’t be rushed. Sharing information in advance allows the person you’re supporting to think things through at their own pace. It also matters when conversations take place. Choose a time when they are rested, calm and less likely to be under stress. Sometimes big decisions are best made over several conversations, not one.  

Step 4: Use methods that work for them

Think about how your loved one prefers to communicate. Different approaches may be required, depending on their needs and preferences. For example:

  • Written information: Large, clear print makes material more accessible, particularly if they have vision impairment.
  • Visuals: Diagrams, graphics, or images illustrate options in a simple, practical way.
  • Conversation: Clear, respectful conversation reduces misunderstandings. Speak in plain language, enunciate clearly if the person has hearing loss and, if English is not their first language, consider arranging interpreting services which are often available free.
  • Familiar experiences: Connecting new information to things they already know can make choices feel less overwhelming. Avoid language or approaches that could cause distress or bring back trauma.
  • Body language: Gestures or actions sometimes communicate more effectively than words. Simple gestures and positive body language – like eye contact and a reassuring smile – help people feel at ease.
  • Technology: Assistive devices and tools such as speech-to-text apps, captioned phones, tablets with large-text settings and voice amplifiers can make communication clearer.

Encourage the person you’re supporting with prompts and ideas when they seem ready, but let them set the pace. Most importantly, be patient and flexible. Their abilities may change from day to day, so be ready to adapt the way you share information.  

Step 5: Break it down

Big decisions can sometimes feel overwhelming. Breaking them into steps can ease pressure, build confidence and help the person stay in control at a pace that suits them.

  • Start small: Focus on one part of the decision at a time, then build towards the full outcome.
  • Pace the conversation: Allow pauses for thinking and check in before moving on. Revisit the discussion as often as needed to reach a conclusion they’re comfortable with.
  • Use clear language: Short, everyday sentences make information easier to take in.
  • Lay out the options: Explain what the choices are and what each would involve.
  • Explain risks and benefits: Take time to cover the upsides and downsides, especially if harm could result.
  • Repeat and recap: Be ready to explain things more than once and summarise key points.
  • Listen and reflect back: Ask open questions and repeat back, so you act as a genuine sounding board.
  • Avoid elderspeak: Simplify without oversimplifying, keeping language respectful and cognitive abilities front of mind.


Step 6: Draw on other support

You don’t have to do it all alone. There are people and services that can support you, including:

  • Registered nurses: Trained to provide clinical information and support, including guidance for people living with dementia.
  • Doctors and specialists: Helpful for medical decisions and treatment options.
  • Financial advisers: Able to explain money matters and help with planning.
  • Advocacy services: Independent services such as OPAN (Older Persons Advocacy Network) or Seniors Rights can provide reassurance that choices are understood and respected.
  • Counselling services: At BaptistCare, our chaplains are available to provide spiritual and emotional care for you and your loved one.

If the person you’re supporting is living with dementia, it may also help to look at their past decisions or advance care plans for insight into what they usually want.


Step 7: Know yourself

As a supporter, it’s natural to bring your own experiences, beliefs and preferences into the process. It’s important to focus on the preferences of the other person, even if they differ from your own choices.

  • Notice your perspective: Be aware of your own beliefs and preferences, and how they might influence the way you listen or respond.
  • Advocate for their wishes: Be willing to speak up for what they want, even if you personally see things another way.
  • Seek support if needed: If you find it difficult to represent their wishes clearly, write them down or reach out for advocacy services that can help you.

 

Step 8: The formalities

Sometimes, supporting a decision means having access to confidential information. This usually requires formal authority – either permission from the person themselves or through legal guardianship arrangements.


Registering as a supporter

From 1 November 2025, the new Aged Care Act introduces the option of registered supporters through My Aged Care. It’s not compulsory, but if you are a legal guardian, you will be automatically registered, unless you opt out.  

A registered supporter is formally recognised as helping with decisions, but it is always the older person’s choice – they can add or remove supporters whenever they wish. You can also remove yourself from the register.

If you register as a supporter and your loved one is in an aged care home, let the service provider know so that records remain accurate and current. It’s also a good idea to keep other key people informed about your role, such as immediate family, close friends, the person’s lawyer, or doctor. This helps everyone understand your involvement and keeps communication open.

More information on registering as a supporter is available on the Australian Government Department of Health, Disability and Ageing website.


Resources

If you need help or further information, review the New Aged Care Act, reach out to a health professional for guidance, visit trusted websites like Dementia Australia, or explore resources available online, including: