Digitalization takes medical supply stores to the next level

24.04.2024

At a time when digitalization is reshaping nearly all sectors of the economy, medical supply stores are facing a transformation. Traditionally, they were considered bastions of traditional craftsmanship in the customization of prosthetics and orthopedic aids. Now they are increasingly opening up to digital possibilities. This development brings with it enormous potential, and challenges, for innovation in the healthcare sector.

Photo: An elderly customer is advised by a specialist in a medical supply store; Copyright: marccalleja - envato

Personal advice is a must in every medical supply store. However, new technologies can relieve many processes and help save time.

Digitalization has flowed into medical supply stores in recent years. Many locations are now using advanced technologies to improve the customer experience and increase the efficiency of their services. This includes, for example, the use of 3D scanners to fit orthopaedic aids such as prostheses and orthoses. Now precise body measurements can be efficiently recorded and the products adapted accordingly, which significantly improves the accuracy of fit.

The digitalization of this stage of production has another advantage: time. The often-lamented shortage of skilled workers also affects medical supply stores. There are too few qualified employees available for customer consultations. These well-trained workers spend extensive time manufacturing medical aids. New technologies can speed up manufacturing processes in medical supply stores, freeing up time for improved customer care.

Medical supply stores: demand for specialists is high

Unfortunately, digitalization alone will not be enough. Over the next few years, many experienced specialists from will be retiring. The hope of a new generation to fill these roles is waning. The number of trainees has been falling for years. Still, the demand for medical aids is set to increase due to demographic change. Many medical supply stores are already having to reduce their opening hours or even consider closing branches. One possible solution is to fill the gaps in staffing is with retaining those from other fields.

Medical supply stores

A medical supply store (German: Sanitätshaus) is a service provider in the healthcare industry that primarily offers the supply of medical aids and consumables. The coreproduct range includes bandages, orthoses, prostheses, wheelchairs, tricycles, care beds, walking aids, compression stockings, commode chairs, health shoes and orthopaedic insoles. Many medical supply stores also have their own orthopaedic workshops where custom-made prostheses, orthoses and insoles can be manufactured or wheelchairs repaired.

A perfect fit and personalized – that's how complex the work is

Photo: A medical supply store employee fits an insole to a foot; Copyright: Maria_Sbytova - envato

Fitting a foot orthosis is only a very small part of the complex process that the medical supply store employee has to accompany until the final product is fitted.

However, industry experts know that it is not easy to effectively train new employees in this specialty. These businesses are multi-faceted – from medical basics to dealing with prescriptions and health insurance companies to the specific groups of medical aids. A newcomer must first learn the complex processes and technical language of the industry to be able to provide real support.

In addition, advice in modern medical supply stores is often very personal and tailored precisely to the customer's needs. It's not just about selling a product, but about finding a solution that really improves quality of life. Many stores therefore offer additional services such as nutritional advice, mobility training or home care management. It takes continual training for employees to successfully take on all these tasks. For new recruits, the time and energy invested is doubly extensive.

Gif animation: REHACARE 2025 from 17 to 20 September 2025 in Düsseldorf/Germany, linked to "More information about the Trade Fair"

Digitalized education and training

One company that has set itself the task of simplifying the induction process for new employees in medical supply stores is Sanistar from Germany. With their software, they aim to make retraining effective for successful workdays in a medical supply store within 14 days. The software offers important functions such as:

A structured induction plan.
An online training platform where newcomers can learn how medical supply stores work as well as all the important technical terms and aid numbers.
Product search software that quickly translates technical terms into specific products so that new employees can immediately find the right products from the range without support from colleagues.

Initial feedback from medical supply stores on digital training has been consistently positive, with time savings and reduced effort listed as being particularly important.

Other companies are also recognizing the need for digital training opportunities. One example of this is SALJOL, a manufacturer of aids that offers live digital training courses. These training courses provide comprehensive product knowledge. Those who register even have the opportunity to test the products in advance.

Digitalization as a necessity

Overall, the digitalization of medical supply stores is progressing and increasingly becoming an integral part of their operations to increase the quality and efficiency of their services and offer modern healthcare solutions. This digitalization is more than just a technological advance; it is a necessary response to an ageing population and the growing need for individually adapted aids.