Wow Your Patients. Quick and Effective Hearing Aid Demonstration

Transcription

1 Wow Your Patients Quick and Effective Hearing Aid Demonstration

2 Barbara J. Madden, Au.D. Doctor of Audiology Director of Audiology at Riddle Hospital/Main Line Health System in Media, Pennsylvania, USA ABA board certified, AAA fellow, ASHA certified M.S. Penn State University Au.D. Pennsylvania College of Optometry, School of Audiology Certified DDI facilitator for leadership & management training 20+ years of hands-on hearing aid experience

3 3 Rationale Equipment & Room Set-up Listening Needs Assessment Demo process Comfort in Quiet Clarity in Noise Our Unique features auto StereoZoom auto ZoomControl Speech in Wind Connect the dots Goals & HA Features Recommendations Commitment and Order

4 An opportunity to WOW your patients! Understand the patient s unique listening needs as only a professional can! Establish realistic expectations Enable the patient to make informed technology and accessory decisions Focus on the patient & offer an effective hearing solution, customized to their needs establish personal value!

5 Reasons for performing a hearing aid demonstration are: To establish rapport & show your caring attitude To guide your patient toward the best hearing solution To meet their communication goals To address any potential objections

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7 Computer/Target 3.1 software Noah-link / icube / HI-Pro Premium hearing aids Bolero Q90-M13 Naida Q90-RIC Naida S IX SP Audeo Q90-312T CROS ComPilot/TVLink/remote mic MyPilot/PilotOne Fitting kits Tubing, receivers, domes Speaker system Add Favorites to the Media Files Party Noise Classical music Pressure washer Car noise Portable fan Models & color options Technology/feature sheet Brochures

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9 Include family members, significant others or friends in the demo process Understand the software and its nuances Practice initial fitting and troubleshooting Know the hearing aid features Be able to discuss: The different levels of technology The features & benefits that distinguish them Always have a back-up plan BE PREPARED

10 Formal or informal Document in the medical record or chart Can be combined with case history process Examples: COSI (Client Oriented Scale of Improvement) APHAB (Abbreviated Profile of Hearing Aid Benefit) List of the patient s challenges and concerns Goals for improvement to measure outcomes

11 PATIENT S NAME: DATE: LISTENING NEEDS AND LIFESTYLE ASSESSMENT WHAT IS MOST IMPORTANT TO YOU? Use a rating of 1 to 4. #1 is most important. #4 is least important. Sound Quality & Clarity of Speech Automation vs Control Cost Appearance PLEASE CIRCLE THE RESPONSE WHICH BEST DESCRIBES YOUR LISTENING AND LIFESTYLE NEEDS. SITUATION 1. I am active throughout the day and have difficulty communicating with people. 2. I participate in loud activities, such as concerts or sporting events; I have trouble hearing in the presence of a great deal of background noise. 3. Noisy restaurant dining and attending large parties makes it challenging to hear. 4. When I go shopping or spend time in public places, it is difficult to communicate with others. 5. I attend religious services and have difficulty hearing the sermon and readings. 6. It is challenging to understand the discussions in social and work meetings. 7. I spend time in small group settings and have trouble communicating. 8. Conversation is hard to understand in one-on-one settings. 9. Understanding TV and movie dialogue is frustrating. 10. I cannot understand telephone dialogue on personal and work-related phone calls. Goals: SELDOM OCCASIONAL FREQUENT

12 -2- CHOOSING THE RIGHT HEARING AID, FEATURES AND ACCESSORIES HEARING AID EXPERIENCE PLEASE CHECK THE RESPONSE, WHICH BEST DESCRIBES YOUR HEARING AID EXPERIENCE. Have never worn an aid Wear one (R) (L) or two aids Number of years of regular use Have hearing aid(s), but use occasionally or not at all Tried hearing aid(s), but returned for credit HEARING AID MODEL PLEASE CHECK ALL RESPONSES, WHICH APPLY TO YOU. Cosmetic appearance is most important Vision problem or difficulty seeing small items History of excessive wax, perspiration or recent drainage from the ear Manual dexterity is a problem Battery life is most important Hearing loss is progressive and likely to change HEARING AID FEATURES PLEASE CHECK ALL RESPONSES, WHICH APPLY TO YOU. Want or need a volume control Want control over multiple hearing aid programs Want maximum improvement in background noise Want synchronized hearing aid control HEARING AID ACCESSORIES PLEASE CHECK ALL RESPONSES, WHICH APPLY TO YOU. Want or need a remote control Need hands-free cell phone use Use Ipod/MP-3 player Need a specialized listening system for church, lectures or theatre Have a pacemaker

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14 Phonak Target 3.1 Demonstration Process

15 15 Use this aided opportunity - review the patient s goals and their communication challenges - correlate to the features that address these concerns. SoundFlow - Now with auto StereoZoom SoundRecover Understanding Everywhere features auto StereoZoom auto ZoomControl Speech in Wind DuoPhone Wireless Connectivity

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17 Recommendations should be based on test results and the patient s reported listening needs. Correlate benefits and features as they apply to the patient s communication goals. Discuss how this hearing instrument technology will provide benefit in the SPECIFIC situations that are important to them! Make the recommendation and state the price Offer to make impressions or instantly fit the aids Let the patient decide Review the Purchase Agreement

18 If the patient objects, revisit the listening needs assessment and discuss their objections. When price is the main objection, let them know what benefits they will have with a lesser technology, BUT also stress what they will lose in situations important to them!

19 With open-fit and RIC styles, same-day delivery and orientation For custom styles, make ear impressions and place the order Discuss the fitting schedule and follow-up sessions Congratulate the patient on their decision and thank them for their business!

20 Any Questions?