Outcome 2.2b represents a critical evolution in aged care governance, placing the safety, health and wellbeing of older people at the heart of organisational culture. This outcome recognises that quality care delivery requires more than good intentions - it demands active leadership from the governing body in creating an environment where diversity is embraced, inclusion is practised, and continuous improvement is embedded in every aspect of service delivery.

The Strengthened Aged Care Quality Standards (August 2025) emphasise that governing bodies must not only set the strategic direction but actively demonstrate cultural leadership that translates into tangible outcomes for older people. This includes ensuring services are genuinely accessible and appropriate for all individuals, particularly those with specific needs and diverse backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, and people living with dementia.

Key Training Areas

The following training areas are essential for building the organisational culture required by Outcome 2.2b. Each area requires targeted training appropriate to different roles within the organisation.

Training Area	Description	Who Should Complete
Cultural Safety and Inclusion	Building cultural competence to deliver services that are accessible and appropriate for diverse populations, including Aboriginal and Torres Strait Islander peoples, CALD communities, and LGBTIQA+ individuals	All staff, with advanced modules for leaders and care coordinators
Dementia Care Excellence	Developing specialised skills for supporting people living with dementia through person-centred, evidence-based approaches	All direct care staff, allied health professionals, and managers
Quality and Safety Systems	Understanding and implementing quality systems that prioritise individual safety, health and wellbeing	All staff, with specialised training for quality teams and managers
Person-Centred Approaches	Embedding individualised care that respects preferences, supports autonomy, and maximises quality of life	All staff who interact with older people
Governance for Inclusion	Building governance capability to lead cultural change and ensure strategic alignment with diversity and inclusion goals	Governing body members, senior executives, department heads

Key Requirements

Governing Body Leadership (Action 2.2.1)

The governing body must visibly lead and demonstrate a positive culture of quality and continuous improvement. This requires more than strategic documents - it demands active participation, visible commitment, and regular engagement with how services impact older people from all backgrounds.

Strategic and Business Planning (Action 2.2.2)

Strategic planning must move beyond compliance to actively prioritise the physical and psychological safety, health and wellbeing of individuals. Plans must explicitly address how services will be made accessible and appropriate for specific populations, with particular attention to Aboriginal and Torres Strait Islander peoples and people living with dementia.

The governing body must ensure:

• Prioritisation of individuals' physical and psychological safety in all decisions
• Services are genuinely accessible to and appropriate for diverse populations
• Legislative requirements are met while actively considering organisational risks
• The wider organisational environment supports quality outcomes for all individuals

Recommended Ausmed Training Modules

Foundation Training - Quality Standards Understanding

Every member of the organisation needs a solid understanding of the quality standards framework. This foundation training establishes the baseline knowledge required to contribute to a culture of quality, safety and inclusion.

Module	Duration	Who Should Complete	Frequency
Strengthened Aged Care Quality Standards: Home Care	25 min	All staff, board members, volunteers	On commencement, then annually
Strengthened Aged Care Quality Standards	30 min	All staff, board members, volunteers	On commencement, then annually

Person-Centred and Rights-Based Care Training

Creating an inclusive culture requires comprehensive training that reinforces the fundamental principles of person-centred care and individual rights. These modules provide essential knowledge for respecting diversity and individual autonomy.

Module	Duration	Focus Area	Who Should Complete
Person-Centred Rights-Based Care	20 min	Individual rights and autonomy	All staff, volunteers
Dignity of Risk & Decision-Making in Aged Care	20 min	Balancing safety and autonomy	All care staff, team leaders
Informed Choice and Dignity of Risk	20 min	Supporting informed decisions	All staff
Charter of Aged Care Rights and Code of Conduct	15 min	Rights framework	All staff, board members

Cultural Safety and Inclusion Training

Building cultural competence across the workforce ensures services are genuinely accessible and appropriate for diverse populations. These modules address key aspects of cultural safety and inclusion.

Module	Duration	Focus Area	Who Should Complete
Culturally Safe Trauma-Aware Healing-Informed Care	30 min	Trauma-informed approaches	All care staff, managers
Cultural Diversity in the Workplace	30 min	Workplace diversity	All staff
LGBTIQ+ in Aged Care	30 min	Gender and sexual diversity	All staff
Intimacy and Sexuality in Aged Care	20 min	Supporting relationships	All care staff

Dementia Care Excellence Training

With dementia affecting a significant proportion of aged care recipients, specialised training is essential for creating an environment that supports people living with cognitive impairment.

Module	Duration	Key Learning Outcomes	Who Should Complete
Dementia and Understanding Behavioural Changes	30 min	Understanding and responding to changes	All care staff
Minimising Restrictive Practices in Aged Care	25 min	Rights-based approaches to behaviour support	All care staff, RNs
Restrictive Practices in Healthcare	20 min	Ethical use of restrictions	RNs, team leaders

Safety Culture and Incident Management

Building a culture that prioritises safety requires systematic training in incident management, risk identification, and quality improvement processes.

Module	Duration	Application	Who Should Complete
Serious Incident Response Scheme (SIRS)	40 min	Comprehensive incident management	All staff, managers
Serious Incident Response Scheme (SIRS): Care Workers	15 min	Frontline incident response	All care workers
Elder Abuse	30 min	Recognition and prevention of abuse	All staff
Violence, Abuse, Neglect, Exploitation and Discrimination	20 min	Safeguarding vulnerable people	All staff
Incident Report Writing	30 min	Accurate documentation for learning	All staff
Work Health and Safety	30 min	Foundation safety principles	All staff

Communication and Engagement Training

Effective communication underpins quality care delivery and ensures all individuals can meaningfully engage with services. These modules develop essential communication competencies.

Module	Duration	Focus Area	Who Should Complete
Communicating in Aged Care	20 min	Aged care communication fundamentals	All staff
Customer Service	25 min	Service excellence and engagement	All staff, reception
Holding Difficult Conversations	30 min	Managing challenging discussions	Leaders, care staff, RNs
Apology and Open Disclosure in Healthcare	30 min	Transparency when things go wrong	All staff, managers

Quality Governance and Leadership

Governing body members and senior leaders require specialised training to effectively lead cultural change and embed quality, safety and inclusion throughout the organisation.

Module	Duration	Leadership Competency	Who Should Complete
National Safety and Quality Health Service (NSQHS) Standards	25 min	National quality framework	Board members, all leaders
Duty of Care	29 min	Legal and ethical obligations	All staff
Mandatory Reporting	30 min	Reporting obligations	All staff
Documentation in Aged Care	25 min	Quality documentation practices	All care staff

Clinical Safety and Care Quality

These modules support the delivery of safe, quality care that meets diverse individual needs and prevents harm.

Module	Duration	Focus Area	Who Should Complete
Recognising Deterioration: Care Workers	23 min	Early identification of health changes	All care workers
Falls Prevention and Management: Care Workers	20 min	Preventing harm while maintaining mobility	All care workers
Sensory Loss and Impairment in the Older Person	20 min	Supporting people with sensory changes	All care staff
Pressure Injuries: Care Workers	20 min	Prevention and early identification	All care workers
Pain Management in Aged Care	30 min	Understanding and responding to pain	All care staff, RNs

Standard-Specific Deep Dives

These modules provide detailed exploration of individual standards to help users comprehensively understand how each standard supports quality, safety, and inclusion.

Module	Duration	Standard Focus	Who Should Complete
Standard 1: The Person	30 min	Individual-focused care	All staff
Standard 2: The Organisation	30 min	Organisational governance	Leaders, managers, board
Standard 3: The Care and Services	30 min	Service delivery	All care staff
Standard 4: The Environment	30 min	Safe environments	All staff, maintenance
Standard 5: Clinical Care	30 min	Clinical excellence	RNs, clinical staff

Service Setting Considerations

Residential Care Settings

In residential care homes, the culture of quality, safety and inclusion has direct and immediate impact on residents' daily lives. The concentrated nature of the community means that cultural initiatives can be implemented systematically, with immediate visibility of their effectiveness.

Consideration	Implementation Strategy	Training Focus
Direct oversight	Regular quality rounds and resident forums	Communication and engagement skills
Community diversity	Cultural celebrations and inclusive activities	Cultural competency training
Immediate feedback	Daily interactions provide continuous insight	Active listening and responsiveness
Shared spaces	Design and adapt environments for inclusion	Environmental modification for diversity

Home Care Settings

Home care providers face unique challenges in creating an inclusive culture across dispersed service delivery. The organisation's culture must be strong enough to translate into individual homes where services are delivered.

Challenge	Training Solution	Implementation Approach
Remote service delivery	Strengthened Aged Care Quality Standards: Home Care	Embed standards in all home visit protocols
Diverse home environments	Cultural sensitivity training tailored to private spaces	Develop adaptable service approaches
Limited direct oversight	Self-assessment and reflection skills	Create robust feedback mechanisms
Subcontracted workforce	Standardised induction covering inclusion principles	Regular contractor audits and support

Implementation Strategies

1. Building an Inclusive Culture

Creating a genuinely inclusive culture requires systematic approach and sustained commitment. The following strategies support effective implementation:

Strategy	Actions	Evidence of Success
Policy Development	Create explicit diversity and inclusion policies; Communicate expectations clearly; Embed in all procedures	Documented policies; Staff understanding demonstrated; Consistent application
Cultural Assessment	Conduct baseline cultural audits; Identify gaps in inclusivity; Regular monitoring	Assessment reports; Improvement trends; Stakeholder feedback
Celebration of Diversity	Acknowledge cultural events; Share diverse stories; Create inclusive spaces	Event participation; Positive feedback; Increased engagement
Barrier Removal	Systematic identification of access barriers; Targeted removal strategies; Continuous monitoring	Documented improvements; Increased service uptake; User satisfaction

2. Monitoring and Measurement

Effective monitoring ensures that cultural initiatives translate into improved outcomes for older people. Regular measurement provides insights for continuous improvement.

Metric Category	Key Indicators	Data Collection Method	Review Frequency
Cultural Safety	Complaints by demographic group; Cultural incident reports; Access rates by population	Incident system; Feedback forms; Service data	Monthly
Service Accessibility	Language service usage; Modified service delivery; Accommodation requests met	Service records; Request logs; Satisfaction surveys	Quarterly
Quality Outcomes	Quality indicators by demographic; Health outcomes variance; Satisfaction scores	Clinical systems; Survey tools; Quality audits	Quarterly
Staff Competency	Training completion rates; Cultural competency assessments; Practice observations	Learning management system; Competency tools; Supervision records	Biannually

3. Continuous Improvement Focus

Continuous improvement is not optional - it's a core requirement of Outcome 2.2b. Organisations must embed improvement thinking at every level.

Improvement Area	Methodology	Expected Outcomes
Quality Committees	Diverse representation; Consumer co-design; Regular review cycles	Informed decisions; Relevant improvements; Stakeholder buy-in
Action Planning	Data-driven priorities; SMART objectives; Resource allocation	Measurable progress; Achieved targets; Sustained change
Innovation Support	Pilot programs; Staff suggestions; External partnerships	Novel solutions; Enhanced services; Sector leadership
Knowledge Sharing	Communities of practice; Case studies; Peer learning	Spread of good practice; Collective learning; Reduced variation

Common Challenges and Solutions

Implementing Outcome 2.2b presents several common challenges. Understanding these challenges and having ready solutions supports successful implementation.

Challenge	Impact	Solution
Limited governing body diversity	Narrow perspectives on inclusion	Recruit diverse board members; Establish consumer advisory bodies; Cultural mentoring
Resource constraints	Inability to meet diverse needs	Prioritise high-impact initiatives; Leverage community partnerships; Access grants
Staff resistance to change	Poor implementation of inclusive practices	Comprehensive change management; Celebrate early wins; Address concerns directly
Measuring cultural safety	Inability to demonstrate improvement	Develop specific indicators; Regular stakeholder surveys; Qualitative assessments
Complex care needs	Difficulty meeting diverse requirements	Specialised training programs; Expert partnerships; Flexible service models

Demonstrating Compliance

To meet regulatory requirements, organisations must maintain comprehensive evidence of their commitment to quality, safety and inclusion. The following documentation framework supports compliance demonstration:

Governance Documentation

Document Type	Content Requirements	Review Cycle	Responsible Party
Board Minutes	Diversity discussions; Quality reviews; Strategic decisions	After each meeting	Board Secretary
Strategic Plans	Inclusion objectives; Population-specific strategies; Resource allocation	Annual review	CEO/Board
Business Plans	Operational inclusion strategies; Performance targets; Implementation timelines	Quarterly review	Senior Management
Policy Framework	Diversity policies; Cultural safety procedures; Accessibility standards	Biannual review	Quality Manager

Performance Evidence

Evidence Type	Components	Collection Method	Reporting Frequency
Quality Data	Demographic analysis; Outcome disparities; Trend identification	Clinical systems; Quality audits	Monthly to Board
Consumer Feedback	Satisfaction by group; Cultural safety feedback; Access experiences	Surveys; Forums; Complaints	Quarterly analysis
Training Records	Completion rates; Competency results; Application evidence	LMS reports; Assessments	Quarterly summary
Improvement Actions	Initiatives implemented; Outcomes achieved; Lessons learned	Project reports; Evaluations	Ongoing with quarterly review

The Difference Between Outcome 2.2a and 2.2b

While both outcomes address organisational culture, they have distinct focal points that require different training emphasis:

Aspect	Outcome 2.2a (Worker Focus)	Outcome 2.2b (Individual Focus)
Primary Concern	Worker safety, health and well-being	Individual safety, health and well-being
Cultural Priority	Supporting workers to deliver quality care	Ensuring services are accessible and appropriate
Strategic Focus	Workforce engagement and consultation	Diversity, inclusion and accessibility
Key Populations	All aged care workers	Diverse older people, including specific populations
Training Emphasis	Worker rights, safety systems, engagement	Cultural competency, person-centred care, inclusion
Success Measures	Worker satisfaction, retention, safety metrics	Consumer outcomes by demographic, accessibility rates

Integration with Other Standards

Outcome 2.2b does not exist in isolation - it connects with and supports multiple other standards and outcomes:

Related Standard/Outcome	Connection to 2.2b	Mutual Reinforcement
Standard 1: The Individual	Culture of inclusion enables person-centred care	Individual feedback informs cultural development
Standard 3: Care and Services	An inclusive culture ensures appropriate service delivery	Service experiences reveal cultural gaps
Standard 5: Clinical Care	Safety culture supports clinical excellence	Clinical outcomes demonstrate cultural effectiveness
Standard 6: Food and Nutrition	Cultural diversity reflected in meal options	Food preferences indicate inclusion success
Standard 7: Residential Community	Inclusive culture creates belonging	Community feedback guides cultural evolution
Outcome 2.2a	Supported workers deliver inclusive care	Worker and consumer cultures reinforce each other
Outcome 2.3	Quality systems embed inclusion principles	Accountability structures support cultural goals

Quick Start Checklist

Here's what you can do tomorrow to begin meeting Outcome 2.2b requirements:

• ☐ Book yourself into the quality standards module for your setting:
  • Strengthened Aged Care Quality Standards (30 min - all settings)
  • Strengthened Aged Care Quality Standards: Home Care (25 min - home care specific)
• ☐ Add "Outcome 2.2b Implementation" to your next board meeting agenda
• ☐ Check if your Charter of Aged Care Rights is displayed in languages your residents/clients speak
• ☐ Email all staff requiring them to complete SIRS training within two weeks
• ☐ Review your last five incident reports for any cultural safety or inclusion issues
• ☐ Create a simple tracking spreadsheet for the training modules in this guide
• ☐ Ask your quality manager what cultural safety data you're currently collecting
• ☐ Book a meeting with a local Aboriginal health service or multicultural organisation
• ☐ Start an "Outcome 2.2b Evidence" folder on your shared drive
• ☐ Send this training guide to your leadership team with their required modules highlighted

Pick three items and do them tomorrow. That's how compliance begins - with action, not planning.

Conclusion

Outcome 2.2b represents a fundamental commitment to ensuring aged care services genuinely meet the needs of all older people, regardless of their background, identity, or circumstances. Success requires authentic leadership from the governing body, comprehensive training at all levels, and systematic approaches to inclusion.

The Ausmed training modules provide essential knowledge and skills, but true cultural change requires sustained commitment, regular monitoring, and willingness to continuously improve. By investing in comprehensive training and maintaining focus on the lived experience of diverse older people, organisations can create environments where everyone truly belongs.