Please enjoy the third article in a series I am writing for Ida Institute on person-centered care. The first article was about what person-centered care means to me — the hearing loss patient. The second article discussed why partnering with your patient is so important. This third article describes how to make your audiologist office hearing loss friendly. I look forward to sharing the remaining articles with you.
Below find an excerpt from the third article. To read the full article, click here.
I leaned over the receptionist desk trying to grasp the words she was mumbling into her computer. Was I to take a seat? Fill out forms? Was she talking to somebody else? I wasn’t sure. All I knew is that I was surprised and disappointed. This was a doctor’s office that specialized in auditory issues. My appointment was to see the doctor and have my hearing tested by an audiologist. I had expected them to understand my communication challenges.
Sitting in the waiting area for my appointment to begin, I was on high alert. “If they called my name, would I hear them?” I wondered to myself. After my treatment at the check-in desk, I was worried, so I remained vigilant for the 20 minutes I waited to be called. I would have much preferred to read the book I had brought along with me to fill that time.
Checking out was stressful. The receptionist continued mumbling into her computer even after I told her that I could not hear what she was saying. I felt embarrassed, exhausted and disrespected. I never returned to that office again.
It takes patients an average of 7-10 years before they decide to treat their hearing loss — don’t scare them away at their first appointment. Person-centered care starts at the doorstep. Making your office hearing loss friendly from the moment they arrive will help your patients feel like you are a true partner in their hearing care.
Click here to read the full article on Ida Institute and learn how to make your office hearing loss friendly.
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Thank you Shari for providing tips for better customer service. Adding a hearing loop to the reception desk is a great idea. Upping the ante on that would be to include a hearing loop hat’s connected to the waiting room tv – both to demonstrate and to educate. Hopefully, many clinics will follow through with your advice!
“loop that’s connected”
Yes, of course! Thanks for clarifying.
Good idea. Thanks for sharing your suggestions.
Love the idea of a summary, with action items attached. It is hard to take in so much new information AND be able to hear and remember it all!
I agree that it can be overwhelming. Thanks for sharing your thoughts.