careplans aiPrepared for St Vincent’s Care Services and St Vincent’s Care at Home

One phone call, and the whole care team knows.

Daily AI check-in calls that keep your people in charge.

careplans ai is a Sydney company. We build voice check-ins for Australian aged and home care. A warm AI voice, always identified as AI, phones a client on any phone. Your care team hears about anything that matters and decides what happens next.

Book 20 minutes with Andrew https://careplans.io/book/andrew
Hear a sample call: Mary and DorisPress play. Sound starts only when you do.

What was said

Mary

Good morning Doris, it is Mary from your home care team. How have you been since we last spoke?

Doris

Oh... not too bad, love. I had a bit of a fright in the shower this morning, actually. My foot slipped, and I only just caught the rail.

Mary

Oh Doris, that sounds frightening. Are you hurt at all? Did you hit your head?

Doris

No, no. Just shaken. But that floor gets so slippery, and I am a bit nervous about it now, to be honest.

Mary

I am so glad you are not hurt. Would you like me to ask your care team about making the shower a bit safer? And I can let your daughter know, too.

Doris

Oh, would you? That would be great. Thank you, Mary.

Care team

Every escalation has a named owner: your care team. Staff decide.

  1. PriorityNear-fall in the shower flagged as a priority for the care teamOwner: Care team · ready to approve
  2. ReferralHome safety check requested: grab rail and non-slip mat, which may be funded under Support at Home assistive technologyOwner: Care team · ready to approve
  3. Family updateFamily update to her daughter, with consentOwner: Care team · sent only with consent
  4. Follow-up callFollow-up call booked for tomorrowOwner: Care team · result reported to the care team
  5. Ready to approveReady for the coordinator to approveOwner: Care team · ready to approve

Illustrative example: a sample call with Doris, a made-up client. Mary says she is AI at the start of every call.

What St Vincent’s gets

Where we stand today

Our work with Catholic Healthcare

St Vincent's would start from a service already shaped by a Catholic provider's governance, security and ethics review.

An ethics review with the Plunkett Centre for Ethics

As part of the trial, ethicists from the Plunkett Centre, which St Vincent's knows well, tested Mary and gave a written review. It covered how an AI voice speaks about itself, managing expectations, honouring a client who declines, and staff moral distress. Word choice became a formal ethics workstream.

  • A voice check-in trialMary made check-in calls to trial participants, who were project staff and volunteers.
  • An ethical discernment reviewCatholic Healthcare reviewed the service against its own ethical framework, including the Rome Call principles.
  • A security assessmentWe completed their vendor security review and supplied our security documentation as evidence.
  • The Care Action CatalogueA reviewed list of every action a check-in call can lead to, each with an urgency level and an escalation path.
  • Escalation to the care teamThe service raises alerts and people decide. It does not make clinical decisions or respond to a crisis by itself.

Your direction, and ours.

The St Vincent’s mission is to express God’s love through the healing ministry of Jesus, with a commitment to people who are poor or vulnerable. Bringing Care Home asks for more care in homes by 2030. Your national AI Clinical Council is setting out to make AI ethical and effective. Catholic Health Australia asks that the common good and human judgement guide AI.

We built careplans ai on the same ground. The technology reaches into the home. People make the decisions.

Illustrative examples, made-up clients

Mary hears it. Kate prepares it. Your people decide.

Mary listens on the call. Kate, the coordination engine, turns what Mary heard into a short list of proposed steps. Every step comes from the Care Action Catalogue, the agreed list of actions a call can lead to, each with an urgency level, an owner and an escalation rule, built with Catholic Healthcare. Every example uses a made-up client.

1 · What Mary heard
“My foot slipped and I only just caught the rail.”Doris, on a check-in call
2 · What Kate decided

Treat it as a near-fall. Tell the care team today, ask for a home safety check, keep her daughter informed with her consent, and ring back tomorrow.

3 · The steps Kate takes
  1. Step 1
    Flags the near-fall as a priority

    Tool Raises a mobility concern for the care team

    Done automaticallyCatalogue: Near-fall: trouble walking or balance soon to urgent

  2. Step 2
    Asks for a home safety check: grab rail and non-slip mat

    Tool Sends a home safety request to the coordinator. Equipment may be funded under Support at Home assistive technology.

    Waiting for coordinator approvalCatalogue: Home safety hazard soon or urgent

  3. Step 3
    Updates her daughter, with consent

    Tool Sends a Nonni update, only where Doris has agreed

    Care team decidesCatalogue: Something the family should know routine

  4. Step 4
    Books a follow-up call for tomorrow

    Tool Schedules the next call

    Done automaticallyCatalogue: End of every call: schedule the next call routine

4 · The outcome and the record

The coordinator sees one short summary with a named owner. The care record holds the near-fall, the request, the consent given and the booked follow-up.

1 · What Mary heard
“I only have a few of my heart tablets left.”Arthur, on a check-in call
2 · What Kate decided

Record which medicine is low and how many days remain. Ask the coordinator to arrange a repeat. Mary does not contact a pharmacy.

3 · The steps Kate takes
  1. Step 1
    Records the medicine and the days left

    Tool Logs a medication check

    Done automaticallyCatalogue: Took or missed medication routine to soon

  2. Step 2
    Asks for a repeat prescription

    Tool Sends a refill request to the coordinator

    Waiting for coordinator approvalCatalogue: Running low on a prescription soon

  3. Step 3
    Checks the medicines together

    Tool Flags the list for a nurse or pharmacist to review

    Care team decidesCatalogue: Mentions multiple medicines: interaction screen soon

  4. Step 4
    Rings back to check the supply arrived

    Tool Schedules the next call

    Done automaticallyCatalogue: End of every call: schedule the next call routine

4 · The outcome and the record

The request waits with the coordinator, who decides. The care record shows the medicine, the date raised and the follow-up call.

1 · What Mary heard
“I missed my doctor yesterday and I have no way to get there.”Ruth, on a check-in call
2 · What Kate decided

Note the missed appointment, ask the coordinator to rebook it and to arrange a ride, and remind her the day before.

3 · The steps Kate takes
  1. Step 1
    Asks for the appointment to be rebooked

    Tool Sends a booking request to the coordinator. Kate making the booking herself is in development.

    Waiting for coordinator approvalIn developmentCatalogue: Needs to see a GP or clinic soon

  2. Step 2
    Asks for a ride to the appointment

    Tool Sends a transport request to the coordinator. Arranging it with a supplier is in development.

    Waiting for coordinator approvalIn developmentCatalogue: Needs a ride to an appointment soon

  3. Step 3
    Reminds her the day before

    Tool Gives a gentle reminder on the next call

    Done automaticallyCatalogue: Appointment coming up: reminders routine

  4. Step 4
    Notes the missed appointment for review

    Tool Adds a note to the care plan for the care team

    Care team decidesCatalogue: Observation worth recording routine to urgent

4 · The outcome and the record

Nothing is booked until a person approves it. The care record shows the missed visit, both requests and who approved them.

1 · What Mary heard
“I feel very alone since Frank died. I would like to talk to someone.”Maureen, on a check-in call
2 · What Kate decided

Listen, record it, and pass the request to a person. Mary gives no counselling and no faith content. Pastoral care is human-led.

3 · The steps Kate takes
  1. Step 1
    Records the loneliness and low mood

    Tool Scores isolation risk over recent weeks

    Done automaticallyCatalogue: Persistent loneliness or withdrawal soon

  2. Step 2
    Watches for any sign of crisis

    Tool The independent safety monitor brings a person in straight away if needed

    Done automaticallyCatalogue: Emotional distress high to critical

  3. Step 3
    Passes her request to a chaplain or pastoral worker

    Tool Requests a chaplain. A person then contacts her. Switched on per service.

    Care team decidesCatalogue: Spiritual or pastoral need; grief soon

  4. Step 4
    Offers a regular friendly call

    Tool Schedules the next call

    Done automaticallyCatalogue: End of every call: schedule the next call routine

4 · The outcome and the record

A person responds, not the AI. The care record shows the request, who it went to and when they made contact.

1 · What Mary heard
“I got home yesterday. I am a bit wobbly and not sure what the new tablets are for.”Frank, on a check-in call
2 · What Kate decided

Schedule check-in calls across the first week, flag the medicine confusion and the unsteadiness, and summarise the discharge papers for the clinician.

3 · The steps Kate takes
  1. Step 1
    Summarises the discharge papers

    Tool Reads and summarises the uploaded discharge summary for the clinician

    Done automaticallyCatalogue: New medical document to interpret routine

  2. Step 2
    Flags confusion about the new tablets

    Tool Asks a nurse or pharmacist to explain them to him

    Care team decidesCatalogue: Confused about a medication soon

  3. Step 3
    Flags the unsteadiness

    Tool Raises a mobility concern for the care team

    Done automaticallyCatalogue: Near-fall: trouble walking or balance soon to urgent

  4. Step 4
    Schedules calls across the first week

    Tool Books a series of check-in calls

    Done automaticallyCatalogue: End of every call: schedule the next call routine

4 · The outcome and the record

The clinician has a summary and the care team owns the two flags. The care record shows each call across the week.

1 · What Mary heard
“Oh, I am fine. Nothing much to say.”Joan, on a check-in call
2 · What Kate decided

Over a week her calls have grown shorter and quieter than her usual. Note it early, ask a person to look, and add a gentle check-in.

3 · The steps Kate takes
  1. Step 1
    Compares this week with her usual

    Tool Scores isolation risk over 14 days

    Done automaticallyCatalogue: Quiet or few contacts recently soon

  2. Step 2
    Writes an early note for the care team

    Tool Adds an observation to the care plan

    Care team decidesCatalogue: Observation worth recording routine to urgent

  3. Step 3
    Suggests a short wellbeing screen

    Tool Asks Mary to run a structured wellbeing screen on the next call

    Care team decidesCatalogue: Structured wellbeing screen soon

  4. Step 4
    Adds an extra check-in call

    Tool Schedules the next call

    Done automaticallyCatalogue: End of every call: schedule the next call routine

4 · The outcome and the record

A change that nobody asked about reaches a person early. The care record shows the pattern and who looked at it.

Done automatically Kate does it and records it. Waiting for coordinator approval A person must approve before anything happens. Care team decides The team chooses what happens next. Steps marked In development are not yet running for clients.

From the Care Action Catalogue

Safety and health

  • Has had a fallcritical
  • Near-fall: trouble walking or balancesoon to urgent
  • Home safety hazardsoon or urgent

Medicines

  • Running low on a prescriptionsoon
  • Confused about a medicationsoon

Getting about

  • Needs a ride to an appointmentsoon
  • Needs to see a GP or clinicsoon

Family and connection

  • Something the family should knowroutine
  • Persistent loneliness or withdrawalsoon

Pastoral and faith care

  • Spiritual or pastoral need; griefsoon
  • Wants to talk to a person, including a chaplainsoon to urgent
  • Sacramental request: Holy Communion, Reconciliation or Anointing of the Sickurgent or soon
  • Emotional distress: care team or chaplain respondshigh to critical
  • Palliative or end-of-life comfort flagsoon

Human-led. For pastoral and faith care, Mary notices and passes the request on. A person responds. The AI never provides faith content. This module is switched on per service.

St Vincent’s can review and tailor the catalogue to its own policies before any pilot.

Illustrative example

One client, one family of tools

The call is only the start. Around each client, the careplans family works together so that no single person has to carry it, and your people always decide.

Mary

The voice check-in call

A warm voice phones the client on any phone, says she is AI, and listens.

Safety monitor

A second pair of ears

An independent AI safety monitor runs on every call.

careplans platform

Where the care team works

The care team dashboard, escalations with a named owner, and compliance evidence written as calls happen.

One clientat the centre

Kate

Coordination

Scheduling and follow-up calls, so nothing is left hanging.

In developmentBookings and supplier arrangements, such as transport.

Nonni

The family app

Family updates, sent where consent allows. https://nonni.ai

See it in action in the examples above.

When something goes wrong, a person is already there

Your Council will ask what happens when the AI gets it wrong. Here is the plain answer. Mary does not diagnose or give clinical advice. She supports your clinicians and never replaces them.

Real escalation steps, contacts and response times are agreed with your care team before the first call.

Your four values, and what they look like in practice

Questions to ask any daily check-in provider

These are the questions worth asking any provider of daily check-in calls. Here is how we answer each one.

QuestionOur answer
Who decides what happens after a concern?
Why it matters

Clinical and ethical accountability must sit with your people.

Your care team. The call escalates to them, and an independent AI safety monitor runs on every call.
What if it gets something wrong?
Why it matters

Every system makes mistakes. What matters is who catches them.

A person confirms before a request for care goes ahead, an independent safety monitor runs on every call, and the record shows what was heard. See the safeguards above.
What security assurance is there?
Why it matters

Procurement and your Council will ask for evidence, not assurances.

Aligned to ISO 27001:2022. We completed the vendor security review for Catholic Healthcare and will share our security documentation on request.
How does it fit our systems?
Why it matters

New tools must not add double handling for busy coordinators.

Calls reach clients on their own phones and concerns go to your nominated contact with the call summary attached. We would agree any link to your client systems with your IT team before a pilot. We assume none.
What will it cost?
Why it matters

A pilot should have a known cost before it starts.

We price a pilot with you once the service, the number of clients and the outcomes are agreed, so the cost is clear before the first call.
Does it work on the phones clients already have?
Why it matters

Apps and devices leave out the people who most need contact.

Any phone. No app. No device.
Was it built for Australian aged care?
Why it matters

Evidence must fit Support at Home and the strengthened standards.

Built in Sydney, with Care Minutes and quality indicator tools, and evidence written as calls happen.
Does it respect your mission and faith life?
Why it matters

Spiritual care is part of whole person care.

The pastoral module routes spiritual need to a human chaplain. The AI delivers no faith content.
Can it notice change for each person?
Why it matters

A general score can miss a quiet decline in one client.

In development: notices based on each client's own usual pattern.
Are families kept in the loop?
Why it matters

Families are partners in care and often the first to worry.

Post-call and weekly family summaries.
Does it speak your clients' languages?
Why it matters

Care in a first language builds trust.

Many languages, including Italian, Chinese and Japanese.
Where does the data go?
Why it matters

Your Council will ask this first.

Data is stored in Australia. Conversations are processed by the AI provider in the United States. We will walk your team through the detail.
Who stands behind it?
Why it matters

You need a partner who answers the phone.

careplans ai, a founder-led Australian company. Ethics approval completed. Signatory to the Rome Call for AI Ethics. A completed trial with Catholic Healthcare. Accepted into the Stone and Chalk Buy Australian AI program.
How can we test it safely?
Why it matters

Small, defined steps respect your governance.

A short pilot, set out below.

Start small, with your Council in the lead

A short, defined pilot with a small group of home care clients. We agree the outcomes with you before the first call and size it to suit the review process of your AI Clinical Council.

On a 20 minute call we agree four things: which service starts, how many clients, which outcomes your Council wants to see, and what evidence it needs from us first.

Book 20 minutes to scope a pilot Send your Council’s questions

Booking page: https://careplans.io/book/andrew

Andrew Payne, Founder and CEO, careplans ai

Email: andrew@careplans.io

Website: https://careplans.ai