The aging services field faced a challenging and transformative year in 2024, where providers across the sector grappled with how to leverage innovation to navigate complex demands while maintaining high-quality care. Workforce shortages, cybersecurity incidents, and more underscored a growing need for providers to adapt to emerging technologies.

This “Year in Review” examines key themes that CAST identified in 2024, focusing on the evolving landscape of aging services technology and the untapped potential of tools that could redefine resident care and staff support. From digital transformation to generative AI, these insights highlight the field’s evolution as it balances opportunity with the realities of implementation.

Here are the year’s four top takeaways:

1. Digital Transformation is Essential but Stumbling Blocks Remain Digital transformation is no longer optional for aging services providers; it is essential to survival and relevance in a changing landscape. Providers are embracing operational efficiencies, developing new service models, and utilizing the potential of digital technologies to ensure their services are responsive, efficient, and effective to meet older adults’ needs.However, some powerful technologies are underutilized. While electronic health records (EHRs) hold immense potential for improving care coordination and quality, the adoption of advanced, interoperable EHR functionalities has stalled in the aging sector. The majority of providers are utilizing basic integration functionalities, with few reaching the ideal stage of full interoperability. This points to the need for increased funding and resources to support providers in implementing and utilizing advanced EHR features.Data analytics can empower aging services by providing insights into residents’ health, enabling providers to personalize care and improve health outcomes. However, as discussed at the 2024 LeadingAge Annual Meeting, despite the potential for cost savings and improved care, less than half of aging service providers are utilizing data analytics strategies. Data governance and effective employee training are essential for successful implementation and building trust among users.
2. Information Technology (IT) Roles Are Evolving The role of IT in aging services is evolving beyond infrastructure management. Increasingly common leadership roles like “Vice President of Innovation” and “Chief Transformation and Innovation Officer” indicate the interplay of technology and business in achieving organizational goals. These leaders drive digital transformation initiatives, focusing on technology as a tool for improving care, efficiency, and resident experience.
3. Generative Artificial Intelligence (AI) and LLMs Offer New Possibilities Generative AI and Large Language Models (LLMs) are emerging as powerful tools in aging services. They are also of high interest to CAST members; at the 2024 LeadingAge Annual Meeting, AI sessions were some of the most highly attended sessions in the Aging Services Technologies Track. These technologies can automate administrative tasks, enhance resident experiences, and empower the workforce. For instance, voice assistants based on LLMs can help older adults retrieve information, improving their daily lives. While these technologies offer promising solutions, ethical considerations such as data privacy and algorithmic bias must be addressed. To empower CAST members to explore and tap the potential of these technologies, CAST developed a new LLM tool called “Large Language Models in Aging Services.” This tool assists providers in understanding and experimenting with LLMs like ChatGPT with guidance and sample prompts for staff in 11 different roles to brainstorm ways they can use and benefit from LLMs. For example, the tool suggests prompts for activity directors to create programming like a beginning Spanish class, a customized trivia game, and a simple guide to using technology. It also offers prompts to help certified nursing assistants and personal care assistants to communicate effectively with residents who have hearing impairments and to engage residents in daily activities.
4. Automation versus Human Interaction: the Search for Balance Continues The key to successfully integrating technology in aging services lies in striking a balance between automation and human interaction. Aging services providers are learning from restaurants like McDonald’s that technology can shift staff roles rather than eliminate them. By using technology to free up staff time, providers can empower employees to focus on meaningful interactions and personalized care, ultimately enhancing residents’ quality of life.

Looking Forward to 2025

This year highlights a crucial shift: Aging services are embracing technological advancements not only to improve efficiency, but also to foster meaningful connections and enhance the well-being of residents and staff alike. As communities navigate the complexities of integrating new technology, it’s clear that prioritizing ethical considerations, staff training, and user adoption in 2025 will be critical to realizing the full potential of these innovations.