This case study was filmed in April 2025

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"The partnership with Ausmed has been incredible, and that has been purely organic and beautiful and has only deepened over time. It's been incredible in comparison to what we did have in place."

Leonnie Wickenden, L&D and Compliance Coordinator

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Education Compliance As Baptcare's Top Priority

At Baptcare, the mission is clear: partnering for fullness of life with people of all ages, cultures, beliefs, and circumstances. That commitment shapes a strong, values-driven culture across their aged care services, and other service areas.

Though as aged care standards evolved and regulatory requirements intensified, maintaining education compliance across multiple sites became increasingly challenging.

Drawing on her long-standing experience in the organisation, Leonnie Wickenden, L&D and Compliance Coordinator at Baptcare, recognised an opportunity to enhance the learning experience - identifying the existing training solution wasn’t fully meeting evolving needs.

"Before, it was really difficult to find the best research-based or evidence-based resources," explains Pramal (Pramaldeep) Kaur, Clinical Educator. Leonnie agrees - "Updates weren't being applied, so updates to Aged Care Standards at that time weren't being applied."

Baptcare needed a platform that would keep content current, improve compliance, and genuinely enhance the quality of care their staff could provide.

Building Education Infrastructure That Scales Quality Care

Baptcare's workforce spans registered nurses, clinical educators, care workers, and support staff across multiple residential sites. The learning team needed to create structure without sacrificing culture or agility.

Ausmed offered the flexibility and continuous updates they were looking for.

Baptcare’s Learning and Capability team, alongside their Quality team, engaged a careful and considered approach, exploring all options to ensure the best possible learning solution for staff. Their decision to move forward with Ausmed was driven by a commitment to platforms that keep pace with regulatory change and deliver evidence-based content, with usability that supports a diverse workforce.

"When it came down to the content, we knew that content was going to be continually updated," Leonnie explains. "That it was aligned to the standards and continues to be aligned to the standards."

The team moved quickly. Within their pre-existing contract renewal period, they investigated Ausmed and made the switch. They prioritised platforms that kept pace with regulatory change and delivered evidence-based content their diverse workforce could actually use.

Pramal saw the difference immediately.

"Ausmed is really a recognised platform, and it really does focus on quality educational materials," she says. "So it really helps the staff to improve their knowledge, to improve their skills, to improve their competency. And why does all that matter? To improve the quality of care."

Turning Compliance Anxiety Into a Culture of Learning

Baptcare appreciated Ausmed’s seamless support throughout the transition and implementation of the Ausmed Library™, enabling the learning team to focus on accessibility. In aged care, the work by nurses and care workers by its very nature, commands timely and dedicated attention to residents. Short, focused modules are essential for the successful adoption by learners.

Ausmed's design addressed this directly. Modules range from 5 to 30 minutes, allowing staff to complete training during breaks or between shifts.

"The training sessions that are available are short and sweet," notes Joyce Nyanjiru, Residential Care and Services Manager. "People don't have time to spend hours on end sitting on a desk or trying to do education."

And the content works for everyone. With staff from diverse backgrounds - many with English as a second language - clarity matters.

"The language is easy to understand," says Leonnie. "We've got quite a diverse workforce coming from different parts of the world whose English is not their first or second language. I haven't encountered any issue around people having issues with understanding the content."

Ausmed’s Library serves all professional levels and disciplines across Baptcare - from Certificate III care workers and registered nurses in RAC (Residential Aged Care) and In Home Care (Support at Home), to Community Services teams and corporate support roles. The platform enables a whole-of-organisation approach to learning - from compliance and capability uplift to career development - ensuring there’s something for everyone.

Therefore, as this foundation took hold, Baptcare integrated Ausmed into its broader education strategy. Clinical educators began using modules in face-to-face toolbox sessions. Managers allocated targeted training to meet emerging needs. Individuals used the platform for CPD requirements. Multiple touchpoints for learning emerged across the organisation.

How Quality Education Fuelled Baptcare's Star Rating Success

Any organisation’s success is the sum of all its parts. Education is one, yet critical element underpinning continuous improvement measures to bring high quality care.

By the time Baptcare's sites underwent quality assessments, the groundwork was already in place. Consistent training, real-time access to evidence-based content, and staff confidence had normalised high standards of care across facilities.

The results spoke for themselves: 16 sites achieving 4-star ratings. (Information correct at time of filming - April 2025)

"What really makes me quite proud from a learning and capability perspective is our 16 sites being at four-star rating," Leonnie reflects. Pramal echoes this sentiment - "Seeing the staff members see the effectiveness of the education, which they are really applying when they're providing care to the resident, that's really fulfilling. That's really rewarding for me."

The new approach delivered:

• Transformed compliance rates.
• Positive staff engagement.
• Practical application of learning.

Star ratings weren't the only measure of success. Staff consistently highlighted specific content that changed their practice. Palliative care modules, in particular, left a lasting impression.

This meant:

• Deeper understanding of end-of-life care, including pain management, nutrition, hydration, and emotional wellbeing
• Improved communication techniques that prevented complacency in routine interactions
• Video-based learning that showed pictorial demonstrations of best practice care

"Those palliative care modules really help staff members to have a deeper understanding about providing effective care," Pramal explains. "And along with that, maintaining their physical and emotional wellbeing as well."

Lois, Living Well Together Nurse at Wyndham Lodge, adds: "Communication modules actually refresh the staff about what the proper ways are in terms of communicating with people. The longer that we work in the role, sometimes we get complacent about the techniques that we probably miss or do not use."

Responding to Strengthened Aged Care Standards with Confidence

On November 1, 2025, the Strengthened Aged Care Standards came into effect - one of the sector's most significant regulatory shifts in years.

While other providers scrambled to update resources and ensure compliance, Baptcare was already prepared.

"We are looking forward to better care for the residents. And I think that's what the New Aged Care Act is all about," Joyce explains. "Having this platform and having Ausmed partner with Baptcare will be a good way for us. It's something we don't have to worry about amidst all the things that we have to think about."

That readiness has become a competitive advantage. It gives the learning team the infrastructure to operate efficiently and the peace of mind to lead strategically and with impact.

Lois reinforces this: "The New Aged Care Standards is definitely something big and something that we all have a responsibility to adhere to. Having that kind of resource and material like what Ausmed provides is helpful for our staff to be equipped with the knowledge that they need so that they can transition smoothly to the new standards."

In creating education content, Ausmed partners with expert contributors to craft high-impact learning. Leonnie has played a key role in co-creating content, strengthening a partnership that continues to grow.

"The partnership with Ausmed has been incredible, and that has been purely organic and beautiful and has only deepened over time," Leonnie reflects. "It's been incredible in comparison to what we did have in place."

Together, Ausmed and Baptcare are shaping the future of aged care learning - with agility and intelligent innovation, ready to meet the standards of tomorrow.