Tag Archives: Presidential Perspective

Presidential Perspective

Successful Hearing Healthcare: It’s All About the Patient Experience

There are so many different pieces of advice, best practices, tips, and tricks for clinicians out in the zeitgeist, you’ve probably heard or read them all. From my perspective, they all boil down to the patient experience. If you provide patients with a superior experience working with you during each stage of their hearing treatment process, success will follow naturally.

When it comes to defining patient experience, I default to the Golden Rule: treat others the way you would want to be treated. In this scenario, begin by putting yourself in your patient’s shoes.  They have lived at least part of their life with little to no hearing and experienced its associated hardships—struggling to keep up with conversations, falling behind in school or at work, and feeling fatigued every night after straining to hear all day. Yet you are leery of treating your hearing loss with a bone anchored hearing system (BAHS) because it involves surgery, you aren’t sure if your insurance will cover it, and all of the other standard objections.

Now ask yourself: how you would want to be treated by your hearing care professional during your journey to better hearing?

Starting down the path to improved hearing

We are fortunate here at Oticon Medical to have an engaged and informative team of patient advocates who have shared their experiences—positive and negative—in detail over the years. What I have learned from them is the following:

  • Patients want their hearing care professional to get to know them as a person with unique experiences related to their hearing loss, not just as the next appointment on someone’s schedule
  • They want you to provide as much information about each treatment option as possible, not just be handed a list of potential solutions and expected to do their own research
  • They want to know they can depend on you and the manufacturer of their selected device for continued support, not only immediately after implantation and activation, but for as long as they have their BAHS
  • They want to know they can afford the surgery, the device, and their visits to you pre- and-post implantation. Willingness to work with them to arrange financing and being able to help them understand their insurance coverage options will help you stand out from your competition
  • They want you to be clear, realistic, and honest about the pros and cons of bone anchored hearing with regards to the surgical procedure, the device, and post-implant expectations

A common goal makes Oticon Medical your partner of choice

When you and your patient select a Ponto BAHS, you get more than a highly effective product that requires only minimally invasive surgery. You get a partner in helping you provide the excellent customer service your patient expects and deserves. We also believe in getting to know our Ponto users making them feel like part of an extended Oticon Medical family by offering our advocacy program, online support groups, put them in touch with current wearers, and much more. We provide clear and detailed information about our products and services on our website and in brochures and guides so that your patients can quickly and easily get their questions answered about life with a Ponto.

Our Customer Service Team is available from 8 am to 8pm Eastern Time daily to support patients for as long as they have their Ponto device, and additional support can be requested through email 24/7 or through social media by sending direct messages to us via Facebook, or as members of Oticon Medical Friends.

We also have an Insurance Support Team that can help users find out what their insurer covers, either private or Medicare/Medicaid, and assist them with filling in all the paperwork required to get their surgery and Ponto device.

Now introducing an even better patient surgical experience: MONO

As for the surgical procedure itself, we have introduced the world’s first one-step drilling procedure for BAHS: the MONO treatment for adults 18 years of age and older. Our unique drill allows you to create a complete osteotomy in a single step. This groundbreaking new procedure offers your patients excellent aesthetic outcomes and fast recovery times.1,2 MONO can also help improve your procedural efficiency by reducing the number of instruments and implant components needed in the procedure. With the tailor-made MONO Surgery Kit, your staff will find it easy to prepare for and handle implant installation. And clinics that already use the minimally invasive MIPS technique have reported reduced surgical time, staffing, and running costs.3

You can book a demonstration of the MONO drill and find out how it can benefit you and your procedural efficiency today!

References

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1. Caspers CJI, et al. A clinical evaluation of minimally invasive Ponto surgery with a modified drill system for inserting bone anchored hearing implants. Accepted in Otol Neurotol 2020.
2. Holmes S, et al. Tissue preservation techniques for bone anchored hearing aid surgery. Otol Neurotol. 2021; Publish Ahead of Print.
3. Sardiwalla Y, et al. Direct cost comparison of minimally invasive punch technique versus traditional approaches for percutaneous bone anchored hearing devices. J. Otolaryngol Head Neck Surg. 2017;46(1):46.

Presidential Perspective

Joys and Challenge of Overseeing a Business in Growth Mode

As I write this, I am overseeing the largest expansion of Oticon Medical US in our history. As you can imagine, this comes with its shares of joys and challenges as we blaze our way toward an exciting new future.

So, what’s going on? To start with, we are juggling three major overlapping product launches. One I’ve already shared—the premarket approval of cochlear implant sales in the US. The second, which I’m excited to share with you now, is the launch of the first style in our new family of bone anchored hearing systems, the Ponto™ 5 Mini (you’ll have to wait a bit more to hear about the third launch, but I promise you’re going to like it).

Introducing the Ponto 5 family of bone conduction hearing devices

If you haven’t read our press release yet, here is a rundown of what the Ponto 5 Mini has to offer. While it remains the world’s smallest and most discreet processor on the market, it also offers the same state-of-the-art reliability, durability, connectivity, and product quality our customers came to know and expect from Ponto 4. Additionally, Ponto 5 utilizes two of our proven BrainHearing™ technologies, the OpenSound Navigator™ and OpenSound Optimizer™ to provide wearers with greater access to sound than ever before. We confirmed this in a study that shows that these technologies improve speech understanding by 20 percent* and significantly reduce the listening effort needed to make sense of sound.[1] While traditional feedback systems have previously addressed feedback by reducing gain and removing the dynamics of sound, the OpenSound Optimizer analyzes amplified sound 56,000 times per second to detect and actually prevent audible feedback before it occurs.[2] Hearing care professionals no longer need to compromise on sound dynamics to reduce feedback and can fit Ponto 5 Mini wearers with up to 6 decibels (dB) more stable gain.

Raise your level of patient care with RemoteCare

Another unique feature of the Ponto 5 Mini is the introduction of the user-friendly Oticon RemoteCare platform, which allows wearers to have follow-up appointments and adjustments made remotely. Now, I know when audiology professionals see the words “remote care,” you might become worried that it means you will be expected to be on call 24/7. I want to assure you this is not the case at all! You will remain in full control of your schedule and appointments just as you do when arranging appointments with patients face-to-face. RemoteCare simply allows you to reduce the number of office visits for issues that can be easily remedied remotely, such as making tweaks to programs. The RemoteCare option is extremely beneficial for patients who either live far from your office, have busy schedules that make it hard for them to travel, or are too infirm to attend in-office appointments. And with ongoing concerns about Covid-19, it enables you to treat patients who otherwise might not feel comfortable meeting with you directly—and vice-versa depending on your personal health concerns.

I hope you’re enjoying the journey with us as we continue to expand our product and service offerings to you and your patients. For more information anytime, please contact your local Oticon Medical representative. In the meantime, I encourage you to keep an eye on our social media properties and share all the latest news with your own patient base through your Facebook, Twitter, LinkedIn, and other communications outlets. Oticon Medical’s rising tide is intended to lift all boats, so join us and enjoy the ride!

[1] Manuscript in preparation, Data on File - Clinical study BC102

[2] Data on file at Oticon Medical

*Increased speech understanding with OpenSound Navigator ON measured as a percentage relative to the baseline with OpenSound Navigator OFF.

 

Presidential Perspective

Proud to be a Partner in the Recovery of Your Hearing Health Clinic

Congratulations! Your hearing healthcare practice survived the lockdown of 2020. Patients are finally showing up to address their hearing losses, but although you’ve reopened, you still aren’t operating at full capacity. Maybe you lost staff or sadly had to let some people go. Yet you still must provide your patients with the level of care and service they have come to expect from your business.

We get it. That’s why we have taken concrete steps to ensure you receive the extra support you need during this challenging transition back from 100 percent remote care to at least some in-person. I’d like to share with you just some of what we offer as extra benefits for partnering with Oticon Medical.

Direct patient services

We offer a direct-to-patient repair and accessory service, so you can help patients who are still unable to visit your clinic and to reduce the number of walk-ins. This is done in close cooperation with you to ensure regulatory compliance, traceability, and that the best hearing solution is provided to your patient.

The Ponto Loaner Program

As some elective surgeries remain on hold, Oticon Medical can offer demo processors and loaner devices for some of your patients. Those who are experiencing surgical delays can wear their Ponto™ on a softband while awaiting their procedure, and still enjoy many benefits of bone conduction hearing. Please contact your sales representative for details on this program.

Customer and Insurance Support Services

Oticon Medical’s Customer Service Team is available to answer patient inquiries during office hours Monday-Friday 8am-7pm ET. Please tell your patients to call (888) 277-8014. Outside of normal business hours or for patients who find phone calls challenging, we also have a dedicated email, info@oticonmedical.com, that is checked regularly throughout each day.

Additionally, we have a dedicated team of Insurance Specialists available to help your patients navigate their insurance benefits to determine and verify coverage of the costs of their surgery and/or sound processor. While the insurance process can be daunting, our team is here to make it is as easy as possible, for patients and your practice. Contact the team at (855) 400-9761 during normal business hours or by email at insuranceservices@oticonmedical.com.

Clinical support

You can request an Oticon Medical Clinical Support representative be present at your patient’s appointment in-person or via an online platform. Our audiology professionals can answer questions, offer advice, and guide your fitting. We can also train you and your staff in the use of our fitting software, Genie Medical.

Step-by-step support online

On our website, you will find the Support page for hearing healthcare professionals. Here you can find extensive resources and tools at your convenience, at any time, to guide you and your patients through the Assessment, Trial, Surgical, Healing, Sound Processor Attachment, and Aftercare phases.

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I hope this information makes you feel even more confident working with Oticon Medical as we work together to recover from the challenging (to put it mildly) 15-plus months. Of course, if you even have any questions, concerns, or just plain want additional help, please don’t hesitate to contact your local representative.

Presidential Perspective

Why We Launched Good Vibrations Day

On May 3, Oticon Medical launched the first Good Vibrations Day—a nonbranded annual holiday to raise awareness of bone anchored hearing as a solution to hearing losses that cannot be treated with air conduction hearing aids.

Note my use of nonbranded here. The point of this day is to inform people with hearing loss that an alternative to their partial or near-total deafness exists that they might not have known about. And while we are a business that manufactures such a product—the Ponto™ bone anchored hearing system (BAHS) —we are also a part of something much larger: the hearing healthcare community. As such, we consider it our responsibility and our privilege to spread the word about hearing treatment options to those who would benefit regardless of brand.

I can imagine what the cynical among you are thinking as you roll your eyes at your screen: “Sure, John. You don’t care whether this initiative drives Ponto sales. Sell me a bridge, why don’t you?”

Okay, fair enough. Obviously, I believe in our product and that it is the best option on the market. Why would I work for the company otherwise?

Nevertheless, Good Vibrations Day is not about pushing Ponto sales. A surprising number of people affected by hearing loss only know about traditional hearing aids and cochlear implants, which although highly effective treatments, are not universally suited to every form of hearing loss.

Thousands of people in the United States and abroad could be engaging in conversations with friends, listening to music, having an easier time learning in school and functioning at work. Imagine you are one of them, and because of Good Vibrations Day, discover a solution exists that could help you enjoy all the ease and pleasure access to sound provides. Wouldn’t you hop online and start researching all the bone anchored treatment options available? The opportunity to offer this hope to more human beings carries far deeper meaning, to me, than pushing product alone.

Ultimately, we are in the business of helping people. We can only do that if they know our treatment option exists. So, yes, even if our Good Vibrations Day efforts drive some individuals to seek treatment from a company other than ours, we’ll consider it a success.

Which is why we are not only hoping , but actively encouraging, our competitors to join us in celebrating next year’s Good Vibrations Day. Together, we can inform potential users and support audiology professionals in spreading the word about osseointegrated treatments and their effectiveness. The more people we reach who could benefit from bone anchored hearing, the greater the opportunity we will all have to improve lives. And yes, as a rising tide lifts all boats, increasing public awareness of bone anchored hearing solutions will ultimately benefit our entire industry, including our clinical customers.

Until next time,

John Sparacio, President, Oticon Medical US