Driving clinical workflow optimization and technology improvements for a PACE senior care provider

Client background

A national healthcare provider with a Program of All-Inclusive Care for the Elderly (PACE) operates multiple centers across the U.S., delivering integrated healthcare and support services to older adults. The organization was struggling with clinical workflow optimization, which created inefficiencies and challenges in care delivery.

The business challenge

The organization faced workflow, documentation and technology challenges across its care centers. Scheduling processes varied widely, creating inefficiencies and missed opportunities for optimization. Staff relied heavily on manual documentation, leading to errors and consuming valuable time, while inconsistent access controls limited role-based efficiency. The limited use of mobile devices and lack of integration with third-party systems created data silos and workflow interruptions. Reporting tools were not robust enough to support decision-making, and both internal and patient-facing communication channels required improvement. These challenges created an urgent need for a comprehensive assessment to align workflows, technology and communication strategies with best practices for their PACE services.

Strategy and solution

Baker Tilly conducted an on-site assessment involving interviews and fieldwork with clinical, operational and technical staff. The team identified inefficiencies across workflows, documentation and technology and developed a road map of recommendations to strengthen care delivery and operational performance.

Key actions included:

• Developing role-based personas and recommending tap-n-go clinical workstations, projected to reduce documentation time by 25%
• Designing a standardized scheduling workflow expected to cut scheduling errors by 20%
• Creating an integration road map to reduce data silos and improve system connectivity

In addition, Baker Tilly recommended improvements to communication channels for both staff and patients, helping to enhance coordination and engagement. The team also advised on optimizing dashboards and reporting tools to better support daily huddles, team-based care and performance tracking. A checklist-driven onboarding and offboarding process was outlined to ensure consistency in equipment setup and system access, reducing disruptions when staff transition.

Together, these strategies provided the organization with a clear and actionable plan to align its workflows and technology infrastructure with best practices. By adopting these recommendations, the organization positioned itself to operate more efficiently, strengthen care delivery and continue advancing its digital transformation across PACE operations.