HIS 240 - Conveying Information to Patient Client

Conveying Information to Patient/Client

Advanced hearing instrument technology has compelled HI dispensing professionals to increase their knowledge and develop a new set of skills. Therefore, conveying accurate information to patient/clients has taken on increased importance.


Hearing instruments are no longer just linear amplifiers—their digital sophistication has evolved them into Communication Enhancement Devices (CEDs).Matching these sophisticated amplifiers to patient/client communication challenges has become the role of current HI dispensing professionals.


As described in psychographs, DISC patient/clients will access various models of HI dispensing. Since today’s HI dispensing involves honest and sincere professional—patient/client interaction (relationship), it is important for the dispensing professional to recognize who they are in front of i.e. a Dominant, Influencer, Steady, or Conscientious.


For example: D--One who wishes to get to the

“bottom-line” quickly.I—Picked up an in-office brochure and

has questions about the information.S—Presents neat and fully completed

clinic/office intake forms.C—Will arrive at the clinic with all of

their HI “homework” done.


It is also important to determine the patient/client’s sophistication level. This may be revealed during the interview process. For example:Do they use technical terminology

correctly and appropriately?Do they recognize unstated facts or

infer from previous conversations? Do they summarize and support their

problems or concerns?


When the dispensing professional has determined the sophistication level of their DISC patient/client, a relationship of quality relevant communication, trust, and “treatment” can occur.


When recommending hearing instruments as a solution for the patient/client’s remaining hearing ability, there are three primary “challenges” which must be addressed by the use of electroacoustic stimulation. The identity of these “challenges” must be shared with each hearing impaired patient/client.


The three primary hearing loss “Challenges” are:1. Restoring hearing sensitivity.2. Increasing speech clarity.3. Addressing loudness tolerance

problems.


As you LISTEN to your patient/client, please recognize which of these three “Challenges” are most important them.


Often all three are revealed as “challenges”, and all may be addressed by the use of appropriately recommended hearing instruments. Of course, counseling regarding realistic expectations as revealed by the patient/client’s residual hearing ability is always required!


When counseling regarding the style and size of hearing instruments, it is very important for the patient/client to participate in this selection process.


The dispensing professional may guide them through the pros and cons for each style as the appropriate electroacoustic technology applies to the patient/client’s communication requirements.Let’s review pages #91 thru #93 in Sweetow for some good examples of pros and cons regarding various styles of hearing instruments.


During this discussion of HI styles, HI options should also be addressed as applicable to the patient/client’s lifestyle. For Example: Multiple memories telecoils volume controls remote controls directional microphones wireless connectivity, etc.


In the past several years, hearing instrument technology has progressed to the point where the issue of HI candidacy is based more upon the patient/client’s communication needs than the degree of hearing loss. Thus, the term of Communication Enhancement Devices (CEDs).


Let’s review some of the historical data regarding the evolution of hearing instruments and the patient/client acceptance/use over these past thirty years. This data is from information compiled by Karl Strom (editor of Hearing Review).


There have been several market influences over these past thirty years. This next chart from Karl Strom illustrates the influence of factors such as: The United States economy. HI technology advances. HI manufacturer consolidation.


As you study this next chart from Karl Strom, you will notice that the primary increase of unit hearing instrument sales has not necessarily been more people accessing services; but, more of them purchasing two (binaural), instead of just one hearing instrument (monaural).


Research has revealed four primary reasons for the use of binaural HIs for bilateral hearing loss. They are:

1. Better hearing ability in noise.2. Enhanced signal vs. noise.3. Improved localization ability.4. Reduction of the effects of auditory

deprivation.


There are common “limitations” which differentiate the performance of hearing instruments for various patient/client’s.The dispensing professional must be aware of these possible “limitations” when counseling the patient/client.


Common limitations to address with patient/client may include:1. Loudness of sounds2. Sounds are not “natural”3. Background “noise”4. Electroacoustic HI feedback5. HI insertion--occlusion effect6. Frequent HI repairs i.e. HI reliability7. HI battery life


If the dispensing professional is prepared to confidently address these seven items when selecting the hearing instruments with the patient/client; there becomes a much higher level of patient/client confidence and satisfaction regarding the professional relationship.


Let’s review Sweetow pgs #108 & #109 for a review of common questions by patient/clients regarding common specific office/clinic policies.


To better understand effective relationships, it is important to delineate the consumer from the patient/client. All members of the clinic are important in the relationship building process, therefore, each must understand their role in the consumer—patient/client interaction/relationship.


The relationship evolution begins with the consumer. The consumer has different interactive qualities and needs compared to the patient/client. The consumer is an individual seeking information and may or may not be the individual with the hearing impairment.


As the consumer accesses the office/clinic for information they may become a customer. A customer is not a patient/client. NOTE: A patient/client is not created until an effective relationship is established between the customer and the dispensing professional.


A customer is an individual who seeks assistance from an office/clinic but, has not committed to follow the recommendations of the dispensing professional.


A patient/client is an individual who ultimately responds to counsel and accepts advice regarding their communication challenge solution.


For greater insight into consumer access and the hearing instrument profession/industry, let’s review more information regarding the structure and evolution of the HI dispensing profession/industry as compiled by Karl Strom.


This evolution has confused the dispensing professional and often leads them into recommending less than the best HI technology due to their perceived cost vs. value.


Fear of costs is not an unusual initial response to a large investment; however, it is the fear of a purchase without value which overwhelms most customers. If the item purchased has no intrinsic value, then the patient/client has indeed wasted their money. The cost vs. value judgment/decision should always be made be the customer!


The discussion of cost between the customer and the dispensing professional must take place in the context of VALUE. When the hearing instrument solution works to solve the communication challenge of the customer, then the investment can be justified and a satisfied patient/client will be the result!


As we have discussed earlier in the semester, the value of a hearing instrument(s) investment always increases relative to the amount of communication challenge perceived by the patient/client.Let’s review another chart compiled by Karl Strom to better illustrate this concept.


We will discuss more regarding successful customer relationship building next week.

HIS 240 - Conveying Information to Patient Client

Health & Medicine

Transcript of HIS 240 - Conveying Information to Patient Client