Questions & Answers

How can I learn more about the ACP Decisions Video Program?

Please provide your name, email address, phone number and some additional information on how we can help.

Where can I find information about licensing these videos?

Because needs can vary between organizations, we’d like to have conversation and discuss your options.  Please let our team know how we can help using our contact form.

Interested in licensing these videos for your organization?

How much does this cost?

We license our videos on an annual basis. Our pricing is based on several factors. We are also interested in entering into partnerships with organizations that are willing to commit the necessary internal resources to improve advance care planning for patients and their families. When offering discounts to potential partners, we take several factors into consideration, including a commitment to: 1) include the ACP Decisions Program as part of a quality improvement initiative; and 2) collect and analyze outcome measures as a basis for quality improvement.

How do organizations use the ACP Decisions Video Program?

Different organizations have different approaches when using the ACP Decisions Video Program. The best approach will depend on your organization’s unique culture, goals, and workflow considerations. What may work well in one location may not work well at yours. A key ingredient is making sure that all of the pieces are in place for a successful implementation.

What implementation support can you provide?

We currently provide an Implementation Toolkit to our partners as well as resources that can be shared with patients and their families.  We also plan to offer a provider training video with supporting resources shortly. We are able, in certain circumstances, to provide in-person implementation support. Please contact us if you should have any additional questions.

Are your videos available outside the US?

Currently, our videos are only available to organizations within the United States.

I see a blank area where a video should be, what is happening?

You may be experiencing one of two issues.

  1. Your institution may have a firewall blocking part of the ACP Decisions Website or video player technology.
  2. Your browser may be out of date.  Please review our minimum system requirements below and ensure your browser is up to date.

How do I reset my password?

If you are already logged in or use a computer used by multiple people, logout for best results.

  1. Visit to request a password reset.
  2. Enter the email or username for your account.
  3. Click the link to reset your password at the bottom of the email.
  4. You will be directed to a new web page.  Enter a new password, and confirm that password in the two boxes that are presented.Password Reset Confirmation
  5. Click “Reset Password” to confirm.  You can now login using your new password.

Notes for Consideration: 

Emails from the ACP Decisions website come from and  Please exclude these from your spam filters for best results.

Some accounts have this functionality disabled as part of your organization’s agreement.  If you are not receiving an email, please check with your project leader regarding this.

How do I get the ACP Tools App?

You can download our App, ACP Tools, from the Apple App Store.

Why would I use the app?

There are a few reasons why you might want to use the App:

  1. Intimacy. Having these conversations can be difficult.  The intimacy of a mobile device allows providers the engage patients at a deeper level, allowing patients to hold these educational tools in their hands.
  2. Convenience. The app allows you to view videos without an internet connection.  You can take the entire ACP Decisions Video Program with you on the go!
  3. Staying Up-to-Date.  The app periodically checks for new content.  As new videos or guides become available, listings will automatically be updated in the App.

How do I download a Video or Guide?

  1. Select “Downloads” from the Main Menu.
  2. Tap the cloud icon next to any video or document to download.  A checkmark indicates that an item is downloaded to your device.

What credentials do I use to sign in to the app?

You can use the same credentials you use to sign in to the ACP Decisions website.  If you need an account, please contact us.

How do I remove individual downloaded videos?

You may need to free up space on your device depending on its capacity.  Removing the app is one solution, but this removes all download files and forces you to start over.  The app allows you to quickly free up individual videos or documents if the need arrises.

The average 3 minute video is 100MB or space on any device.

After tapping “Downloads” in the main menu, a green checkmark next to a video or guide indicates it has been successfully been downloaded.

  1. Swipe left on the row of the video to reveal a red remove button.
  2. Tap remove to delete the downloaded copy and confirm your deletion.

How do I re-download videos?

If you have downloaded a video, but a new version is available through our website for the same video, you can delete you video first, then tap the download button again.  This process will be automatic in the future.

Can I force the app to refresh its content?

Select “Refresh All Content” from the Main Menu.  After a brief moment, a green bar at the top will show that content has been successfully synced.

I see a blank area where a video should be, how do I fix this?

This issue is common of older versions of Internet Explorer and other browsers.  To view the videos, you will need to update your browser to Internet Explorer 9 (in standard document mode) or higher.  We recommend Chrome (version 16 or later) and Safari (version 5 or later) browsers for best compatibility.

How do I watch the videos without an internet connection?

The ACP Tools App is available for iPad, iPod Touch, and iPhone.  You can learn more about it and download it here.

Where do I go to login?

To sign in, please visit

Is Flash required to play ACP Decisions Video Library?

No.  We support flash on older systems, but our platform delivers HTML5 video to modern devices.

What concepts does the ACP Decisions Video Program cover?

  • Healthy Seniors
  • Dementia
  • Renal Disease
  • CPR
  • Cancer
  • Advanced Disease
  • Goals of Care
  • ICU
  • Hospice Care
  • Palliative Care
  • Skilled Nursing Facilities
  • Heart Failure

Do you have videos in additional languages?

Yes, we have several videos in different languages, including Spanish.

How do I enable subtitles in the ACP Tools App?

Go to Settings > General > Accessibility > Subtitles & Captioning.

Tap the switch next to Closed Captions + SDH.

To learn more about Closed Captioning options on iOS Devices, please read Apple’s support article here.

How do I adjust the size of subtitles and closed captioning text?

Go to Settings > General > Accessibility > Subtitles & Captioning > Style.

You can choose one of the predefined styles: Default, Large Text, or Classic, or create your own.

When you relaunch the ACP Tools App, it will display the style you have chosen in settings.

To learn more about Closed Captioning styling options on iOS Devices, please read Apple’s support article here.

Can I set Closed Captioning as a default on my device?

Go to Settings > General > Accessibility > Subtitles & Captioning.

Tap the switch next to Closed Captions + SDH.

To learn more about Closed Captioning options on iOS Devices, please read Apple’s support article here.

How do I enable Closed Captioning and Subtitles on this website?

While playing a video, roll your mouse cursor over the video image.  When the controls appear, selecting the “CC” button in the upper left hand corner will present the available language options for subtitles.

How do I change the type of email I receive?

At the bottom of any email from us you will see a link to update your email preferences, or unsubscribe from our emails altogether.

My organization distributes these videos on a closed circuit television system. How do I keep content up to date?

If you are licensed for closed circuit system use of the video content, we can provide your IT team with access to download the videos.  This account allows you to download any video you would like to host on your system.

If we have updated an existing file in our system (such as adding subtitles) simply re-download the video you want. You can then replace the old file with the currently downloaded file.

Having an Issue?

Visit our status page for updates on current issues and interruptions in service.

Visit Status Page

Minimum System Requirements

To use the ACP Decisions website, perform this simple test.

If you can play our introduction video, your system is fully capable of using this website.

If not, you may not have a compatible browser or something could be blocked at your organization.

While we recommend the most up-to-date versions of Safari, Chrome, or Firefox your system can support, our videos will work on browsers as far back as Internet Explorer 7.

Additional Options for Using the ACP Decisions Video Program

There are a number of ways to distribute the ACP Decisions Video Program.

This Website

This website is a hub for ACP Decisions’ content and resources and is designed to work on desktop computers and mobile devices.

Internal Systems

Some organizations may want to leverage patient portals, password protected intranet, or closed circuit television systems to deploy ACP Decisions’ video support tools.

iOS Devices

Deploy these tools using iOS devices.  This allows all users to view videos and tools without an internet connection.  With Apple’s enterprise tools, it is easy to manage devices across a large group of users.