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!
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.