At HHAeXchange, we believe that to truly support the home and community-based services (HCBS) industry, we need to continue to listen to their goals and challenges. That’s why we surveyed 145 agency owners and operators across our customer base—to hear directly from the people navigating the day-to-day challenges of delivering care in the home and community. We wanted to better understand: What’s standing in your way? What’s helping you move forward? And what tools or support would make the biggest difference? The result is a snapshot of the priorities, pain points, and opportunities of HCBS providers. Explore the insights below to see how your agency compares.
As compliance oversight increases, agencies are doubling down on technology to help them stay ahead.
More than half of providers using reporting tools (52.3%) say their primary use is to support compliance efforts, underscoring how vital these solutions have become for navigating regulatory demands. And when asked what kind of technology they’re most likely to invest in to support growth and achieve their business goals, 37.6% pointed to EVV and compliance tools—more than any other category.
The message is clear: as compliance becomes more rigorous and scrutiny increases, agencies are seeking out specialized solutions that can not only help them avoid penalties, but also give them peace of mind and room to grow.
In 2023, 43% of providers named cost as the leading barrier to implementation, with 14% citing compliance concerns.
Fast forward to 2025, and not much has changed. Cost remains the top hesitation at 41.1%, but what stands out is the significant jump in compliance concerns, now reported by 23.3% of respondents. This shift is especially notable given that compliance itself was ranked as the top business priority, and that tools to support compliance were among the most sought-after investments.
The takeaway? Agencies are more aware than ever of the need for compliance-ready technology, but they’re not willing to take a leap without proof. Healthcare tech providers must clearly demonstrate measurable ROI and reliability if they want to earn the trust—and the investment—of HCBS agencies.
Over 34% of agency leaders said they would prioritize technology that improves staff scheduling and communication, more than any other type of operational tool.
This finding speaks volumes. Amid an ongoing staffing crisis, every minute counts, and every message matters. When communication breaks down—between providers and caregivers, caregivers and clients, or caregivers and each other—the ripple effects can lead to missed shifts, frustrated families, and ultimately, compromised care.
Providers are making it clear: to better support their staff and the clients they serve, they need tools that make staying connected easier, faster, and more reliable.
Our survey found that nearly one in four agencies with reporting tools aren’t yet using their data to benefit their operations or the individuals they serve. That gap represents an untapped opportunity—especially as the industry moves further into value-based care models, where outcomes and performance matter more than ever.
Our survey revealed that among those participating in value-based contracting, over 46% said their reimbursement rates have not changed, even though only 7.4% reported struggling to meet quality benchmarks—suggesting that many are achieving strong outcomes, but may not be using their data to demonstrate that success.
The opportunity is clear: with the right approach, agencies can turn raw data into actionable insights. Insights that help optimize operations, strengthen client care, and showcase performance in ways that influence payers and partnerships.
This finding comes as no surprise—because at its core, homecare is a mission-driven field. And that mission is clear: to provide meaningful, compassionate support that improves people’s lives.
In fact, this aligns closely with the results of our caregiver-focused survey, where 60% of caregivers also said their biggest motivator is making a positive impact on their clients’ health and well-being. Whether it’s an agency owner overseeing operations or a caregiver in the field, the heartbeat of this industry is the same—a commitment to care that goes beyond the task list.
Nearly 70% of providers said they offer specialized training, with disease-specific care topping the list. This kind of focused education empowers caregivers to respond more confidently and competently to conditions like dementia, diabetes, or heart failure—without stepping into clinical or skilled care territory.
The benefits go beyond compliance or checklists. Specialized training helps caregivers identify red flags early, deliver more empathetic care, and build stronger trust with both clients and families. It also positions agencies as partners to hospitals and skilled providers, strengthening referral pipelines and opening doors to growth.
Ultimately, equipping caregivers with advanced knowledge means raising the overall standard of care—leading to better outcomes for clients and better business for agencies.
To learn more about HHAeXchange’s solution for homecare providers, and how it can help homecare agencies grow their business, retain employees, and deliver better care, learn more here.
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