Senior Living Software Integrations: Essential or Overhyped?

‍

We can all admit that for decades, senior living was somewhat neglected when it came to software options. Believe me, we have made a business by selling to operators that are still using physical paper and fax machines. But, the environment has changed. Where before, senior living operators were happy with solutions that solved specific problems, saved their staff time, and improved experiences for their residents, they now expect not only outstanding tools but also seamless communication between software.

‍

So, why are integrations so important? It creates efficiency, increases capacity, improves accuracy and security, and enhances the customer experience.

‍

First, by employing effective integrations, multiple tasks can be automated and systems can communicate in a much more efficient manner than human intervention.

‍

Second, another benefit is the increased capacity of your workforce. Instead of touching every piece of data or process, your team can focus on only the outliers or anomalies that are better suited for human interventions.

‍

Third, the accuracy of data improves dramatically.  As you remove more human error from the equation, the data that is seamlessly shared across platforms has a much higher likelihood of being accurate and delivered on time.

‍

Fourth, and somewhat counterintuitive, is security. If the APIs that are supporting the integrations are secure, there is less data leakage because less individuals have access to the data. And to be honest, in our line of work—where PHI security is critical—this is a good thing.

‍

Finally, a well developed and intuitive integration improves customer experience. Through optimal product design a customer’s journey through their tech stack can be seamless and improve their overall satisfaction.

‍

But, let’s be real for a moment. Just because you can integrate, doesn’t mean you should. I like to evaluate an integration opportunity across three key criteria.

‍

‍

1. REAL Customer Need & Benefits: Is the customer asking for something truly necessary, or just something that seems cool? If you do something because it’s cool or because you want to be able to (internal company wording) “clicky” the button, you’re likely going down the wrong path. Create user stories and clearly articulate the real benefit to your customer.
   ‍
2. Market Opportunity: Is there a large enough market to justify your investment and long term support?
   ‍
3. Cost & Complexity: If customer needs exist and the opportunity is large enough, then your upfront investment and expected ongoing support should be justified.

‍

In conclusion, integrations are not just nice to have - they are must have. Senior living operators should expect to have them, but before asking for integrations just because they can be done, it is critical to understand how and if the integration will truly have the kind of impacts you desire. Will it make you more efficient, increase your team’s capacity, improve data accuracy, enhance security, and ultimately improve the experience for both your team and your residents?