What Can Medical Practices Learn from the Apple Store?

<img class="wp-image-4399 alignright" src="https://mdthinks.com/wp-content/uploads/2017/12/what-can-medical-practices-learn-from-the-apple-store.jpg" alt=" WHAT TO PRACTICE THE MEDICAL PRACTICES OF THE APPLE SHOP? "Width =" 368 "height =" 204 "/>

After two years of pressure on my spouse to let me buy a new computer, the old PC left it with no other choice – he decided not to wake up. A few days later, however, I was able to restart it and we saved its important files (do not ask me how many times I suggested routine backups). Clearly, it was time for a new computer. On the way to the Apple Store. We went out with a new MacBook Pro, Bluetooth headphones (a surprise gift with the purchase of the computer) and a new soft case, all connected and ready to use. On the way back, I reflected on the sweetness of the experience and thought about how to translate this approach into medical practice.

Here is a brief description of what happened:

When we arrived, someone greeted us at the entrance, asked what we wanted to see, and checked us on his iPad. He then showed us where we could explore the available Macs in the meantime.
Less than five minutes later, an Apple salesman arrived and hired my wife in a conversation about her interests and needs. She then slid on the table the first possible choice. We asked about the size of the screen, the capacity of the hard drive, and then she presented a different option. Finally, my wife tried three different Macs, asked several questions and decided what suited her best.
After deciding on the MacBook Pro, the seller asked my wife if she was using USB sticks or needed an old USB connection. We decided to get a USB converter for the USB-C port, but not the port extension depending on its intended use of the computer.
The seller then introduced us to the person who would walk my wife through the setup.
He quickly cut out the clear plastic wrap and encouraged my wife to unpack herself. He then coached him through the setup and showed him how to connect the headset to his computer and his phone. Simultaneously, he helped two other people through a new iPhone installed on the other side of the table.
At a different nearby table, another technician led a group training for clients.
When finished, the technician asked if we had any other questions, helped us pack and thanked us for our purchases.

How does this relate to medical practice?

In the table below, I offer some potential ways to extrapolate the experience of the Apple Store in an ambulatory care setting.

Apple Store
Practice opportunity
Greet at the entrance; brief question about interests
Welcome in the reception area; use technology for recording
Ask questions about needs and desires
Raise expectations and goals early in the meeting
Present information, options and expert advice
Respond with information to the correct level of health literacy / numeracy; supply options
Use practical experience to support decision making
Use verbal, visual (video) and tactile methods and resources to educate; invite exploration
Identify additional considerations and options
To ask questions; take into account prejudices and past experiences
Work as a team
Work as a team; the practice of staff at the top of their license, skills and abilities
Introduce a technical specialist to complete the installation
Facilitate smooth transitions with team members or consultants
Organize training in facilitated groups
Use group tours to complete personal attention
Answer all questions before ending the meeting
Ask questions with "What questions do you have?" Instead of "Do you have questions?
Show appreciation for the purchase
Show appreciation to entrust your care to your practice

I know that there are inherent flaws in this comparison. Regulations (HIPAA), technology, facility design and staffing are just some of the issues. Despite these and other challenges, we can and must import what we can learn from successful teams in other settings to improve the way we deliver continuous, person – centered care.

<img src="https://mdthinks.com/wp-content/uploads/2017/12/1512975624_825_what-can-we-learn-from-a-college-essay-about-bees.jpg" width="100" height="100" alt=" Michael S. Barr, MD "class =" avatar avatar-100 wp-user-avatar wp-user-avatar-100 photo alignnone "/>

Michael S. Barr, MD, MBA, MACP, Executive Vice President of NCQA of our Measurement and Quality Research Group. In this position, he promotes delivery system reform and performance measurement, research, analysis and consulting work. Michael has a personal website with blogs on health, medicine, music and life: http://michaelsbarr.com/[19459008Äù19459002]


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