Choosing an Electronic Medical Record (EMR) system is one of the most important decisions your PACE organization will make. It’s more than just software; it’s the foundation of your clinical operations, the engine that drives your Interdisciplinary Team (IDT), and a vital tool for delivering quality, coordinated care to your participants. Yet, with an increasingly complex vendor landscape and ever-changing healthcare demands, selecting the right EMR can feel like trying to solve a Rubik’s cube while blindfolded.
This guide is your roadmap to crushing that complexity. It offers a clear framework designed specifically for PACE organizations, helping you cut through the noise and identify not just the best software, but a long-term partner who understands the unique challenges and opportunities of the PACE model. When chosen well, your EMR becomes a powerful ally—erasing unnecessary complexity, eliminating manual workarounds, and empowering your team to focus on care.
And to make your selection process even easier, we’ve included a downloadable scorecard template at the end of this guide. It will help you capture insights, compare vendors side by side, and make an informed, confident choice.
The 5-Must-haves:
To help you navigate the complex EMR vendor landscape, this guide breaks down the essential criteria into five must-have areas. These are the core capabilities that separate an EMR that simplifies your operations from one that adds to your challenges. Whether it’s streamlining workflows, securing data, or empowering your team, each must-have is designed to help you choose a solution that supports your mission.
Must-have #1: Product vision & investment
Buying an EMR isn’t just acquiring a tool; it’s forging a partnership. The PACE model is dynamic: regulations shift like desert sands, participant needs evolve, and healthcare constantly innovates. A vendor whose EMR meets your needs today isn’t enough—they must also be committed to meeting tomorrow’s challenges and opportunities. Their investment in product improvement, especially PACE-specific features, signals a dedication to your unique operational and care delivery needs and an investment in your impact.
Key evaluation areas:
- Built with PACE in mind: Did the vendor build this EMR with PACE in mind? Prioritize those who co-designed with PACE leaders and prioritize ongoing use feedback. Direct engagement results in a product tailored to your needs.
- Roadmap evaluation: Does the roadmap show a clear commitment to continuous improvement, not just compliance? Look for plans that enhance usability, keep pace with regulatory changes, and support evolving care models.
- Workflow automation, AI, NLP: Is the vendor keeping pace with innovation? Evaluate whether the vendor is actively investing in emerging technologies that reduce administrative burden and enhance clinical efficiency.
- Leadership evaluation: Who are the product and engineering leaders behind the product? Prioritize experienced leaders who know healthcare. Visionary leadership drives innovation and reliability.
Must have #2: Implementation, training, & ongoing partnership
No matter how advanced, an EMR is only as good as your team’s adoption. Transitioning to a new system is a major effort. Robust implementation, comprehensive training, and responsive, knowledgeable customer support are essential to minimize disruption, maximize adoption, and unlock your investment’s full value. For PACE, this means your IDT, clinical, and administrative teams must be confident and competent from day one.
Key evaluation areas:
- Client satisfaction: Insist on speaking with current PACE clients of similar size and complexity. Ask how well they serve PACE and how the vendor handled planning, data migration, implementation, and support.
- Implementation planning: Get a real (not generic) PACE implementation plan. Clarify their process for data migration, change management, and go-live support.
- Training model: Verify they offer training tailored to the PACE model and PACE workflows, a robust knowledge base, and options for ongoing learning.
- Customer support & success: Review SLAs for response and resolution times. Ask for a client success plan. Do they actively help you optimize and improve post-launch?
- Leadership evaluation: Who’s leading implementation, training, and support? Prioritize leaders with a proven record in integrated care models like PACE. Look for those who value partnership, not just process.
Must-have #3: EMR front-end features
Your staff lives and breathes in the EMR’s front end daily. Its design, intuitiveness, and functionality directly impact user satisfaction, efficiency, and the quality of participant care. For PACE, a system that supports complex, coordinated IDT workflows and diverse participant needs is non-negotiable.
Key evaluation areas:
- IDT and care management: Does the EMR streamline IDT meetings from preparation to care plan documentation? Look for smooth tasking, cross-discipline referrals, and seamless coordination between clinical, social, therapy, home care, and transportation teams.
- Clinical workflows: How fast can your team document care? Prioritize customizable note templates, AI-scribing, and efficient e-prescribing. Review order entry, results management, and secure participant communication tools.
- Customization options: Can you tailor the system to your needs? Verify you can create and edit templates (notes, assessments, care plans), configure fields, and automate tasks without constant vendor help.
- User interface & user experience – UI/UX: Is the interface clean, intuitive, and easy to learn? Do alerts help or overwhelm? Great UX means less training and fewer errors.
Must-have #4: Data ecosystem: warehouse, interoperability, & analytics
Data is a strategic asset in healthcare. For PACE, strong data capabilities are essential to demonstrate value, ensure compliance, manage population health, and drive quality improvement. Your EMR must capture data effectively, allow secure, meaningful access and exchange with other systems, and offer powerful analytics to turn raw data into actionable insights.
Key evaluation areas:
- Data warehouse access: Will you truly own your data? Confirm you have meaningful access to your data in a timely, transparent, can cost-effective matter.
- Analytics and reporting capabilities: Are the analytics ready out of the box? Prioritize pre-built reports for PACE operations, quality, and financials. Can you easily build custom reports without vendor reliance?
- Integration standards: Will the EMR connect seamlessly with your ecosystem? . Ask for real examples of integrations with labs, pharmacies, TPAs, HIEs, and other systems you use.
- Interoperability controls: Can the EMR securely exchange data with external providers? Look for clear, efficient methods to share and receive data essential for coordinated care.
Must-have #5: Technology architecture & security
Your EMR’s underlying technology architecture determines its performance, security, and scalability. PACE handles sensitive participant data and relies on system uptime for daily operations, so a secure, compliant, scalable, and resilient architecture is critical. You need assurance your data is protected, your system is reliable, and it can grow with your organization.
Key evaluation areas:
- Regulatory compliance: Is the EMR compliant out of the box? Confirm adherence to HIPAA, HITECH, and active ONC Health IT Certification to confirm a baseline for security, quality, and interoperability.
- Security and reliability: Is your data secure? Check for encryption, access controls, audit logs, and threat detection, and strong recovery plans. Prioritize SOC 2 and HITRUST. Review SLAs, RTO/RPO, and third-party audits.
- Data management: What’s the vendor’s data policy? Confirm data storage, retention, and secure deletion protocols. Make sure they align with your requirements.
- Scalability & performance: Will the EMR keep up as you grow? Understand how it scales with participants, users, and data. Check for performance safeguards to ensure speed, even at peak usage.
Making your choice
Choosing the right EMR is about more than checking boxes. It’s about eliminating complexity, banishing workarounds, and empowering your team to focus on care. By following the five must-haves outlined in this guide, you’re not just picking software; you’re selecting a partner who will support your mission of delivering exceptional, coordinated care.
To move forward with confidence:
- Understand your priorities: Before you even look at a demo, convene your team. Walk through the framework and confirm your non-negotiables. Is it seamless IDT meeting integration, specific compliance reporting, cutting-edge analytics, or unparalleled customer support? Clearly define and rank your organization’s unique needs.
- Evaluate vendors systematically: Use the criteria in each section as your compass. Go deep, ask tough questions, and demand PACE-specific answers.
- Document your findings: Use a standardized scorecard (our version is available for download below) for evaluating each vendor, meticulously detailing strengths, weaknesses, and red flags. This creates a level playing field for comparison.
- Compare and Decide: Leverage your detailed findings to make an informed, data-driven decision that will serve your participants and staff for years to come.
When done thoughtfully, this decision will empower your organization and participants for years to come.
Ready to compare with confidence?
Download the PACE EMR Vendor Scorecard to start your structured side-by-side evaluations.
