It’s no secret that technology plays a pivotal role in all aspects of our world. Within senior living communities, everything from mobile carts to wearable devices and even operational ERP systems can enhance staff efficiency and resident care. So, choosing a technology partner holds profound significance as senior care facilities are tasked with providing exceptional care while navigating the complexities of evolving technological landscapes on a budget.

The right partner can serve as a welcome guide, offering tailored ERP solutions to meet the unique needs and challenges faced by senior living companies and increase the rate of success before, during, and after implementation. So how do you decide? We have five factors we advise long-term care organizations (LTCs) to consider when looking to innovate and need a partner capable of addressing the industry’s specific requirements.

1. Industry Expertise and Compliance

Key questions to consider:

• How much know-how do they have in your industry?
• Do they know the types of reports you will need?
• Can they configure the chart of accounts to meet your unique requirements?

Expertise is not merely a desirable trait — it’s essential. LTCs operate within a regulated environment with stringent requirements for data security and privacy. Partnering with a technology provider well-versed in the intricacies of the senior care industry is paramount. Equally important, industry-specific expertise allows technology partners to tailor solutions to the unique needs of different senior care facilities. There is no “one-size-fits-all” technology solution out of the box that’s perfect for every single LTC. According to Zipdo, 32% of businesses implement an ERP solution to improve efficiency. To that end, an excellent partner knows how to make that happen by understanding what system works, the modules that can make it better, and how to configure it to meet and optimize your operational needs.

2. Compliance

Questions to ask:

• Can they offer HIPAA compliant solutions?
• Are they willing to sign a Business Associate Agreement (BAA)?

Central to industry expertise is compliance with the tight data privacy and security regulations inherent in the Health Insurance Portability and Accountability Act (HIPAA). LTCs handle sensitive patient information, and access must be adequately secured and encrypted. That’s why most LTCs are now gauging a technology partner’s willingness to sign a Business Associate Agreement (BAA). It’s a heavy-duty document, but it signifies their commitment to safeguarding sensitive resident information and fostering trust and transparency. To be clear, we are happy to sign them when requested.

3. Scalability and Flexibility

Questions to ask:

• Can the ERP platform accommodate different levels of care or multiple locations?
• Does the ERP work well with diverse business models?

As senior living companies evolve and expand, the technology solutions they employ must possess the agility to grow alongside them. Understanding how to get the most scalability and flexibility from the solution is a pretty crucial attribute in a technology partner. The LTC industry is as dynamic as any, with growth and evolving trends are often inevitable, and each organization differs in its needs.

Partnering with a technology provider that offers scalable solutions and, even better, has a team that anticipates future needs aligned with the long-term strategic objectives of your company is crucial. They need to know your industry, your business, and the ERP to understand how to tailor it to best suit your needs as they change.

4. Customer Support and Training

Key Questions to Review:

• How responsive are they for customer support?
• Do they offer comprehensive training programs?
• Will they maintain regular updates to ensure smooth operational processes and continued success?

A technology partner committed to providing responsive customer support ensures that senior living companies have access to timely assistance when encountering challenges. You don’t want to be waiting days for answers or software updates when you rely on your systems to keep business functioning as usual and support your staff’s and resident’s needs.

Also, it shouldn’t be seen as a bonus if they offer training programs to help you learn the ins and outs of your technology solutions. Comprehensive training programs should be a standard part of the Partner’s process. That can help mitigate the amount of support you need, empowering your internal teams to troubleshoot before reaching out, and making sure they are able to get the most out of the solution possible. All of this will also drive the adoption rate for new users, continuing the trend of expanded use and getting as much ROI as possible.

5. Integration Capabilities

Key Question:

• Do they offer seamless integration with electronic health records (EHR), billing and accounting software, payroll, and other third-party applications commonly used in senior living facilities?
• Do they have a proprietary integration between ERPs and PointClickCare (PCC)?

Seamless integration with existing systems is paramount for senior living companies seeking to optimize their technology infrastructure. A technology partner’s ability to integrate with electronic health records (EHR), billing and accounting software, payroll systems, and other third-party applications is a cornerstone of operational efficiency and data accuracy.

Something like IntelliConnect, for example, streamlines workflows between PointClickCare and an ERP by eliminating duplicate data entry and ensuring data consistency across multiple platforms. It not only reduces the administrative burden on staff, it also enhances the accuracy and reliability of information, enabling informed decision-making and improved resident care.

Selecting the right technology partner can make or break the implementation of new technology or support of current systems, as well as the long term ROI that your team gets from the solutions. By carefully considering the top five factors we’ve outlined, senior living companies can lay the foundation for successful technology adoption and operational excellence. If you take away anything from the article, remember this: forging an ideal partnership is not merely about selecting a vendor but forging a strategic relationship built on trust, collaboration, and a shared commitment to your business. When you work with a team you trust, you position your organization for sustained success and continued innovation in the years to come.