Customer Support


Frequently Asked Questions

Accessing the New LDM Digital Library

Instructions for Accessing the LDM Digital Library

Read The Three Steps (below) AND  download the Instructions here  OR watch this video demonstrating the steps here.



The Three Steps

1. Go to the url

  • Copy and paste your Invite Code* into the field at Arrow#1 of Figure 1.
  • Read the Terms of Use (below)
  • Click the “Enter” button at Arrow#2
Image of webpage, showing where to enter an Invite Code
Figure 1

* Terms of Use:  Entering the Invite Code at the LDM Digital Library signifies the user’s agreement to only use the Invite Code once and to refrain from sharing the Invite Code with any other person. Multiple uses of the Invite Code and sharing the Invite Code with any other person may result in the termination of the user’s access to the LDM Digital Library.



2. On the new page that opens:

  • Create your account by entering your name, email address, and a password.
    • Passwords must be at least 8 characters long, and contain at least one number, one lower case and one upper case letter, and one special character.
  • Record the email address and password used – you will enter these every time you log in to the library.



3. Click the “Create Account” button to proceed.

You can now access the resources. This will be your home page each time you log in to your account.

Use the left-side menu or click the icons to open and use the resources.

The Invite Code is sent automatically to the email address of the person who places the order.

If you are the instructor, you could ask the person who places the orders for your college to add your email address to the order form field for “Instructor’s Email Address.”

If that path is not available, you can ask for the  Invite Code from the individual who orders the student resources.

Request access to the digital library as an Instructor/Educator, provided the following conditions are met:

a. Your college is “using Life & Death Matters resources.” For our purpose, “using Life & Death Matters resources” means the college/facility purchases a minimum of ten (10) Essential’s packages per term for students. This includes college bookstore purchases.

When students are required to purchase their own resources, Life & Death Matters reserves the right to provide Instructor memberships after the minimum of ten (10) Essentials packages have been purchased by students.

b. Your Instructor status has been verified. After your request for Instructor membership, ask your employer to forward verification of your instructor status to Life and Death Matters through the contact form.

Note: One (1) Instructor membership is available per college, per year (PSWs), or per two years (nurses), and Instructor memberships cannot be purchased.

Please contact us if you have any questions.

YES! We are here to support you as the instructor.

  • Starting with ready-to-use PowerPoint Presentations and an Instructor’s Guide (PSW/NAs) to help you to teach effectively and efficiently.
  • Your Instructor’s Package provides you with the same access that students have, so you can see what they see.
  • Also in the Instructor’s Guides are suggested learning activities, discussion topics, and the alignment of topics with competencies.

You can listen/watch each resource as many times as you want. There are no limits on how many times a person views or listens to a specific digital resource.

The online resources support learners to build skills and understanding in ways to provide palliative care. Videos, podcasts, the texts and workbooks are available for nurses and PSWs online, 24/7.

Filled with illustrative role plays, real care-giving case scenarios, the videos and podcasts add incredible depth to a learner’s understanding. Also included are ways to communicate, gather information, use standardized tools and share information. These resources provide a comprehensive understanding for anyone providing palliative care and integrating a palliative approach.

REVIEW memberships are only available to Instructors whose college or facility is evaluating the Life & Death Matters resources for their student resources and teaching.

Memberships are not shareable between colleagues or students.

This is a common question asked by college directors and Instructors. Why do students need these resources?

  1. Because every student graduating in health care in the future will provide care for the chronically ill and dying.
    Dying has changed. Increasing numbers of people will be living and dying with life-limiting illnesses in the next decades, due to the aging of the baby boomers. Second, these people are dying at an older age (living longer), and are living their last decade or so with multiple life-limiting illnesses. This means there will be more people declining and requiring care, over a longer period of time before dying. Specialists in hospice and palliative care cannot provide all the care. Instead, every person in health care will be needed to meet the care needs of people dying in the coming years, by integrating a palliative approach to care in their practice.
  2. Because 80% of students reported keeping the text and using it in their practice.
    In a recent survey*, 80% of PSW students indicated they were keeping the text, Integrating a Palliative Approach: Essentials for Personal Support Workers, and using it in their practice. In an era when textbooks are resold as soon as exams are over, this is a resounding endorsement of this text by students! This is a resource they value.
  3. Because 74% reported*, “I now know how to support a person experiencing symptoms of life-limiting illness.”
    These are the people that will be ready to meet the care needs of people dying in the coming years because they have learned how to integrate a palliative approach into care and support a person experiencing life-limiting illness.
  4. Because communication skills, practical skills, ways of being, and self-care are essential for PSWs/HCAs and nurses.
    • 75% reported*, “I strengthened my skills for communicating with people experiencing life-limiting illness and their family.”
    • 75% reported*, “I learned practical skills, knowledge and ways of being that I will use in my practice.”
    • 83% reported* ” I learned why self-care is important and how to provide self-care.”

It’s clear that students need to learn the skills to provide care to people in an aging population. It’s also clear that the resources from Life & Death Matters do prepare students to provide care in the coming decades.

Over 250 colleges and organizations are currently using our materials.

* Survey was administered anonymously, and participation was anonymous.

These resources are not available for download.

You can purchase from the PSW and Nurse’s resource packages available in the Shop.

  • Choose the resource package that provides access to the resources which best fit your learning needs. We offer a range of packages that include print only, mixed print and digital, and digital only.
  • Resource packages are grouped by users – Nurses, PSW/HCAs, NA’s and Instructors.

An succession of emails are sent to the email address of the person who places the order.They are:

  1. “You order has been received”
  2. “Your order is processing.” This email signifies that payment has been received and the order for resources has been placed. If you are ordering printed books, orders take approximately 2-3 weeks to arrive, depending on your location.
  3. “Your order has been completed.” Your order is complete and the email for virtual resources has been sent.
  4. “Your virtual resources from Life and Death Matters” This email contains the Invite Code for your use, (for an individual order) or to forward to Instructors for student use. It also contains links to Instructions for Accessing the Digital Library and using the Invite Code.

Student access to online resources is managed through an Invite Code. As the person placing the order, you will receive the Invite Code via email after payment is completed for the order.

Please forward the email containing the Invite Code and Instructions on Accessing the LDM Digital Library to course Instructors or facilitators.  Instructors are responsible for distributing the Invite Code to students and apprising them of the Terms of Use.

(See the FAQ: Digital Library Access for details on creating an account and the Terms of Use for the Invite Code.)


Before placing a bulk order for an organization or higher-learning facility:

  • Obtain email addresses for course instructors/bookstore staff before ordering
  • Enter Instructor/bookstore staff email addresses into the appropriate field on the order form.
  • When prompted, choose whether to send the Invite Code to the purchaser’s email, Instructor/ bookstore emails, or both.
  • Please forward the Invite Code to the Course Instructor(s) or bookstore staff for distribution to students, when you receive the email containing Invite Code.

Yes, access to any online resources requires an account at the LDM Digital Library



Our intent is to create products and services of exceptional value to our clients.

Under normal circumstances we do not issue refunds once the order is shipped. However, if you are not satisfied with your purchase, please contact us.

Can I Obtain a Refund?

We do not issue refunds once the order is completed, and the product is sent (there are some exceptions – see below). As a customer you are responsible for understanding this upon purchasing any item at our site.

Exceptions for Refunds

We realize that exceptional circumstances can take place with regard to the character of a product we supply.

Therefore, we DO honor requests for the refund on the following reasons:

  • Non-delivery of the product: Life and Death Matters are generally not the shipper or receiver. Most Canadian orders are shipped directly to the buyer from the printer, Lightning Source, located in the USA, via Purolator Courier. In this case we recommend contacting us for assistance in dealing with Lightning Source and/or Purolator for non-delivery. Claims for non-delivery by Life and Death Matters must be submitted by email within 30 days of purchase.
  • Major defects: Although all the products are produced to high standards, unexpected errors may occur. If you believe that your item is defective, please contact us by email within one week of delivery to make arrangements for us to assess the item. Buyers are responsible for shipping and handling charges. We retain the right to rectify the error or defect upon receipt of the defective product. Failure to contact us within the allotted time may be interpreted as a successful receipt of the item.
  • Product not-as-described: Such issues need to be reported to us within 72 hours of receipt or delivery. Clear evidence must be provided proving that the purchased product is not as it is described on the website.


Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with buyers’ current software or hardware. We do not guarantee that our products are fully compatible with all computer systems, and we do not provide support or services for buyers with system software that is greater than 1 generation old.

We are eager to assist you and deliver highly professional support in a timely manner. Thank you for purchasing our products.

How to Return an Item

Items meeting the criteria in the Exceptions for Refunds list may be returned in the following manner.

  1. Please email us to request a refund, including which exception that you feel best describes your situation. Include in your correspondence a signed letter stating the reason for your return and the original receipt.
  2. We will review your request and advise you via email of the decision.

Return & Purchasing Policies

Standard Terms and Conditions of Sales

These terms and conditions of sale (“Agreement”) are applicable to any order placed with and accepted by Life & Death Matters (referred to herein as “Supplier”):

1. SCOPE OF AGREEMENT. Supplier, upon acceptance of an Order placed by Buyer, will supply the products and services specified in the Order (the “Work”) to Buyer, pursuant to the terms and conditions of this Agreement and its exhibits and Supplier’s acceptance of such order submitted by Buyer is expressly limited to the terms and conditions of this Agreement notwithstanding any contrary provision contained in Buyer’s purchase orders, invoices, acknowledgements or other documents. The details of the Work (e.g. quantity, price, and product specifications) shall be set forth in the relevant Order.

2. PRICE AND TERMS. (a) The prices payable by Buyer for goods and services to be supplied by Supplier under this Agreement will be specified in the applicable Order. Unless otherwise expressly stated in an Order, all prices exclude shipping and taxes. All resource orders require pre-payment prior to processing. In certain contracts, where applicable, payment terms are net thirty (30) calendar days from the date of the order. If Buyer does not pay the specified amount within terms, Buyer will in addition pay finance charges of one and one-half percent (1.5%) per month on the late balance and Supplier reserves the right to (1) withhold shipment of the Work until full payment is made; and/or (2) revoke any credit extended to Buyer. In the event that Buyer’s account is more than ninety (90) days in arrears, Buyer shall reimburse Supplier for the reasonable costs, including attorneys fees, of collecting such amounts from Buyer. In the event of any dispute regarding an invoice, no finance charges will apply in the event that Buyer provides written notice of the dispute prior to the due date for such payment. (c) Upon reasonable request by the Supplier, Buyer shall provide copies of its most recent audited financial statements or other reasonable evidence of its financial capacity and such other information as Supplier reasonable requests to determine credit status or credits limits. (d) Buyer shall provide notice within five (5) business days of the occurrence of any event which materially affects Buyer’s ability to perform its obligations under this Agreement including but not limited to: (i) the material default of any supplier or sub-contractor; (ii) labor strike or dispute; or (iii) material uncured default with respect to any debt obligations of Buyer.

3. BUYER MATERIALS AND DATA. (a) Buyer represents and warrants that any matter it furnishes for performance of services by Supplier (i) does not infringe any copyright or trademark or other Intellectual Property Rights of any third party; (ii) is not libelous or obscene; (iii) does not invade any persons right to privacy; and (iv) does not otherwise violate any laws or infringe the rights of any third party. (b) Buyer warrants that it has the right to use and to have Supplier use on behalf of Buyer any data provided to Supplier or its Affiliates by Buyer including specifically customer names, identifying information, addresses and other contact information and related personal information (“Data”). Buyer further warrants that it will designate on the applicable Order if Data provided pursuant to that Order is subject to HIPAA, Gramm-Leach-Bliley or other statutes providing enhanced data protection or requiring enhanced data security procedures.

4. INTELLECTUAL PROPERTY. Any and all inventions, discoveries, patent applications, patents, copyrights, trademarks and trade names, commercial symbols, trade secrets, work product and information embodying proprietary data existing and owned by Buyer as of the date of the Order or made or conceived by employees of Buyer during the Term of the Order shall be and remain the sole and exclusive property of Buyer provided that Buyer grants to Supplier a license to use, display and distribute (and to sub-license its affiliates and sub-contractors to use, display and distribute) any intellectual property rights delivered to Supplier as reasonably necessary to perform any Order. Any and all inventions, discoveries, patent applications, patents, copyrights, trademarks and trade names, commercial symbols, trade secrets, work product and information embodying proprietary data existing and owned by Supplier as of the date of the Order or made or conceived by employees, consultants, representatives or agents of Supplier during the term of this Agreement shall be and remain the sole and exclusive property of Supplier. Without limiting the generality of the foregoing, the parties agree that Supplier will own systems (including all web source code) related to the Services provided hereunder, including all modifications, upgrades and enhancements thereto made during the term of the Order. [Without limiting the generality of the foregoing, Buyer acknowledges and agrees that Supplier is in the business of developing customized print and e-commerce solutions, and the provision of print and fulfillment order services, and that Supplier shall have the right to provide to third parties services which are the same or similar to the services provided herein and to use or otherwise exploit any Supplier materials in providing such services.

5. CONFIDENTIAL INFORMATION. Any information that parties receive or otherwise have access to incidental to or in connection with this Agreement (collectively, the “Confidential Information”), shall be and remain the property of the disclosing party. Confidential Information shall not include information which: (i) was in the possession of the Receiving Party at the time it was first disclosed by the Disclosing Party; (ii) was in the public domain at the time it was disclosed to the Receiving Party; (iii) enters the public domain through sources independent of the Receiving Party and through no breach of this provision by the Receiving Party; (iv) is made available by the Disclosing Party to a third party on an unrestricted, non-confidential basis; (v) was lawfully obtained by the Receiving Party from a third party not known by the Receiving Party to be under an obligation of confidentiality to the Disclosing Party; or (vi) was at any time developed by the Receiving Party independently of any disclosure by the Disclosing Party. Confidential Information may be used to the extent necessary to perform this Agreement and the parties shall not disclose Confidential Information to any third party, except to its agents (who have executed confidentiality agreements containing terms substantially similar to the terms) as necessary to provide the Work hereunder. In no event shall Buyer acquire any right, title or interest in and to any product or process information, including related know how, either existing or developed during the course of the business relationship with Supplier and Buyer, and in no event shall Supplier acquire and right, title, or interest in and to any materials or information provided to it by Buyer.

6. INDEMNIFICATION. The indemnifying party, as Indemnitor, shall indemnify, defend and hold harmless the indemnified party, as Indemnitee, its officers, directors, employees, agents, subsidiaries, and other affiliates from and against any and all claims, damages, liabilities, and expenses (including attorney fees) arising from any third-party claim based on Indemnitor’s (or its agent’s) breach of any representation, warranty, covenant, agreement, or obligation under the Order or this Agreement , or Indemnitor’s (or its agent’s) grossly negligent and/or willful acts in carrying out its obligations under the Order or the Agreement, provided that in no event shall Supplier be responsible for any claims arising out of its compliance with instructions, requirements, or specifications provided by or required by Buyer (including the use of information, artwork, logos, and/or trademarks provided by Buyer). Neither party will be responsible for indemnifying another party hereto where the basis of the indemnity claim arises out of such other party’s own negligence or willful misconduct. In order to avail itself of this indemnity provision, Indemnitee shall promptly provide notice to Indemnitor of any such claim, tender the defense of the claim to Indemnitor, and cooperate with Indemnitor in the defense of the claim. Indemnitor shall not be liable for any cost, expense, or compromise incurred or made by Indemnitee in any legal action without the Indemnitor’s prior written consent.

7. BREACH. In addition to all other rights to which a party is entitled under this Agreement, if either party breaches any term of the Order or the Agreement, the non-breaching party shall have the right to: (a) terminate the Order immediately upon written notice to the other party; and (b) seek to obtain injunctive relief to prevent such breach or to otherwise enforce the terms of this Agreement. Failure to properly demand compliance or performance of any term of the Order or this Agreement shall not constitute a waiver of Supplier’s rights hereunder and prior to any claim for damages being made for non-conformance or breach, Buyer shall provide Supplier with reasonable notice of any alleged deficiencies in the Work or performance under the Order or this Agreement and Supplier shall have a reasonable opportunity to cure any such alleged non-conformance or breach.

8. WARRANTY. Supplier warrants that Products shall reasonably conform to specifications in all material respects. If applicable and at Supplier’s option, Supplier may provide Buyer with an on-line printing proof for Buyer approval. If a proof has been provided, once Buyer approves a proof, Buyer will be liable for all fees associated with the order, as specified in the Order. Supplier will not provide refunds for any Work conforming to specifications in all material respects. Other than the warranties set forth in this section, Supplier makes no warranty of any kind, expressed or implied or otherwise whatsoever, that the services performed or any items produced will be merchantable or fit for any particular purpose or use. In the event of any breach of any warranty specified in this provision, Buyer’s exclusive remedy shall be that Supplier shall, at its option, repair or replace any defective goods at no cost to Buyer or refund any purchase price paid for such Work.


10. NOTICE. Any notice sent pursuant to the Order or this Agreement shall be sent by certified mail, return receipt requested, or by overnight mail to the addresses on the Order or to such address as either party may in the future designate.

11. ASSIGNMENT. Except as otherwise provided, the Order and this Agreement shall be binding upon and inure to the benefit of the parties’ successors and lawful assigns.

12. STATUS. Buyer and Supplier are separate entities. Nothing in the Order or this Agreement shall be construed as creating an employer-employee or joint venture relationship.

13. COMPLIANCE WITH LAW. Supplier shall comply with all provincial, federal and local laws and regulations applicable to its performance hereunder.

14. GOVERNING LAW. The Order and this Agreement shall be governed by the laws of British Columbia, without reference to conflicts of law principles. Any legal suit, action or proceeding arising out of or relating to the Order or these this Agreement shall be commenced in a provincial court in British Columbia and the appellate courts thereof, and each party hereto irrevocably submits to the exclusive jurisdiction and venue of any such court in any such suit, action or proceeding. With respect to any litigation arising out of the Order or this Agreement, the parties expressly waive any right they may have to a jury trial and agree that any such litigation shall be tried by a judge without a jury and the prevailing party shall be entitled to recover its expenses, including reasonable attorney’s fees, from the other party.

15. FORCE MAJEURE. Neither party shall be liable for any failure to perform or delay in performance of this Agreement to the extent that any such failure arises from acts of God, war, civil insurrection or disruption, riots, government act or regulation, strikes, lockouts, labor disruption, cyber or hostile network attacks, inability to obtain raw or finished materials, inability to secure transport, or any cause beyond such party’s commercially reasonable control.

16. SURVIVAL. In the event any provision of the Order or this Agreement is held by a tribunal of competent jurisdiction to be contrary to the law, the remaining provisions of the Order or this Agreement will remain in full force and effect. All sections herein relating to payment, ownership, confidentiality, indemnification and duties of defense, representations and warranties, waiver, waiver of jury trial and provisions which by their terms extend beyond the Term shall survive the termination of the Order and this Agreement.

17. ENTIRE AGREEMENT. The Order, this Agreement and the operative provisions of any quotation issued by Supplier and any purchase order issued by Buyer, sets forth the entire agreement and understanding among the parties as to the subject matter hereof, and merges and supersedes all prior discussions, agreements, and understandings of every and any nature among them. No proposal, purchase order, order confirmation, acceptance, or any other document provided by either Party to the other, nor any electronic click-wrap, terms of use or similar online consent or acceptance language accompanying or set forth as a prerequisite to any electronic interface or utility associated with any Work, shall be deemed to amend the terms hereof and any such contradictory or additional terms shall be ineffective. No party shall be bound by any condition, definition, warranty, or representations, other than as expressly set forth or provided for in the Order or this Agreement, or as may be, on or subsequent to the date hereof set forth in writing and signed by the party to be bound thereby. In the event of any ambiguity or conflict between any of the terms and conditions contained in this Agreement and the terms and conditions contained in an Order, the terms and conditions of this Agreement shall control, unless the Parties have expressly provided in such Order that a specific provision in this Agreement is amended, in which case this Agreement shall be so amended, but only with respect to such Order. The Order or this Agreement may not be amended, supplemented, changed, or modified, except by agreement in writing signed by the parties to be bound thereby.

Follow the written instructions or view the video below.

Creating your account at Life and Death Matters starts with clicking on the top right menu item “LOGIN/CREATE AN ACCOUNT.”

In the form that opens (see image below for reference),

A. Enter your email address

B. Enter a password

C. Confirm your password by entering the same password.

Click on the button “CREATE ACCOUNT”

That’s it. Your account has been created!

Follow the written instructions or view the videos below.

IF you have an account with Life and Death Matters, AND you have redeemed your membership code:

  1. Click on “MY ACCOUNT”(top right red arrow in image below)
  2. Then click “MY RESOURCES” (middle red arrow in image below).

Accessing the Books


Accessing the Videos


Accessing the Podcasts

For the best viewing experience, use the device with the largest screen and the highest screen resolution.

It is possible to use devices with smaller screens, such as laptop computers, Macbooks, tablets, iPads, and smart phones. The digital books can be read even on the smaller screen of an up-to-date smart phone.

However, viewing with the smaller screen means you will need to scroll up and down the pages to read the content. As well, older devices with lower screen resolution may not be able to resolve the content well enough to be readable.

Online books difficult to read on the Old Library??

For the best viewing experience on your device, remember to expand the book to “Full screen” by clicking on the opposing arrows, shown within the red circle in the image below.

Click the opposing arrows, shown in red circle, to expand image to full screen.

If you are having difficulty reading the books on a small or older device, you may want to explore options for accessing the books using a desktop computer at your college or community library. 

If you do not have a Life & Death Matters Account, start here.

Create an Account

  1. Click the menu item  Login / Create Account at the top right of the website.
  2. Enter your information on the right side of the page, under the title, Create an Account. Remember the email address that you enter, as you will need to use the same email address to login to your account.
    need to be twelve characters long. To make strong passwords, use a  mixture of upper and lower case letters, numbers, and symbols like such as ! ” ? $ % ^ & and  ).
  3. Click the button Create Account to finish creating your account.



If you have a Life & Death Matters account, start here.

Using a Membership Code

  1. Login to the Life and Death Matters website using your email address and password.
  2. On the page that opens, click the button Register Now (on the right side of the page) to open the membership code page.
  3. Enter the Membership Code in the space provided.
  4. Click on Redeem to activate your membership.



If you have an account and have entered your membership code, start here.

Access the Online Resources

  1. Access the the online resources from your account page or the main menu navigation.


Memberships are not shareable between colleagues or students.

For copyright protection, they are specifically designed for online use only.

You can listen/watch each resource as many times as you want. There are no limits on how many times a person views or listens to a specific digital resource.

Request Technical Support

Contact us here for technical support. We answer support requests Mondays through Fridays (excluding statutory holidays) during business hours (9 am to 5 pm Pacific Time).

If you require assistance for an urgent issue, please indicate this in the description you provide below so that we can appropriately triage support requests.

Please include detailed information about the issue you experienced.

Get In Touch

Life & Death Matters Inc.


Monday-Friday: 9:00 AM – 5:00 PM PST


2958 Lamont Road, Saanichton BC, Canada V8M 1W5

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Join now to receive tips and insights on providing palliative care.

Courtney Murrell is a PSW who works in hospice palliative care.

When she is not at work, she is spending time with her family, going on hikes or writing. Courtney is a lifelong learner and loves to share her passion for writing as a wellness practice.

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