Make a Positive Impact on Your Patients
“Having the opportunity to help people hear and present them with the best technology available on the market is very important to me and incredibly rewarding,” said Amber Bass, Au.D., CCC-A, FAAA, from Austin Ear, Nose & Throat Clinic.
Bass knew from a very early age that caring for people was going to be part of her life, and she needed to find a way to make a difference in the world.
“Having empathy and compassion for my great-grandmother who kept me as a child, while my parents worked, allowed me to stay in tuned with some of the challenges that elderly patients may endure, such as hearing loss,” she said.
As our Inner Circle Spotlight, Bass shared how caring and having empathy for your patients creates lasting relationships with them.
Create a family feeling
Bass loves working for Austin ENT because they build upon a family-centered approach. “They truly value the importance of caring for our patients on a personal level,” she said.
Creating a family-centered approach is a two-tiered process, according to Bass. When the patients make that first phone call to the office, she wants them to feel comfortable and know that Austin ENT genuinely cares about their well-being.
During the hearing aid consultation, patients want to know that you knowledgeable of the product and can inform them in making a sound decision. However, it goes beyond this, for they are looking to you in a personal manner to say, “Does she care? Is she listening to me? Is she hearing the symptoms that I’m dealing with?” And the answer is yes. Yes, we are.
“Does she care? Is she listening to me? Is she hearing the symptoms that I’m dealing with?” And the answer is yes. Yes, we are.
“A family-centered approach is very important because it allows us to show deep empathy and compassion for our patients so that we can provide them with the best opportunities and technology available on the market,” Dr. Bass said.
Let them know you care
As a hearing care provider, Bass shares you’re ready to do your job every day at the practice, but if patients don’t know where you are and that you’re available, then how are you really reaching the community? Marketing is the key.
…if patients don’t know where you are and that you’re available, then how are you really reaching the community?
“I’m able to reach a broader range of patients who come into my office by using direct mail pieces available through the Inner Circle as well as community outreach programs,” said Bass. “It creates a personal approach … lets patients know I am willing to help them, especially when they see me one-on-one outside of the office.”
Invest in happiness
Bass has been fitting the Phonak Audéo™ line for over 15 years, and she has been excited to fit Audéo Marvel. Her patients have shared that sounds are very natural and clear with Audéo M. When the patients return to the practice after a week from the first fit, they don’t need an adjustment.
“My Audéo M patients say they’re hearing sounds that they’ve never heard before; that they don’t remember hearing because they’ve had hearing loss for a long time,” Bass added. “The speech enhancement in noisy environments has been the most rewarding. Also, they enjoy being more active in the community. They find themselves less restricted, more involved and wanting to communicate with friends and family.”
Ultimately, we’re dealing with less returns and less maintenance concerns, so the revenue has been very productive and worth the investment with Phonak.
Because her patients are reconnected, Bass explained the practice is seeing benefits from fitting Phonak Marvel. “Ultimately, we’re dealing with less returns and less maintenance concerns, so the revenue has been very productive and worth the investment with Phonak,” she said.
Enjoy the journey
For any professional in business, Bass believes we often get caught up in the daily routine of running a business. She said, “The best advice I have for audiologists or professionals is to never forget the moments that impacted you along the way and the difference that you are making in the lives around you.”
Every day is a new opportunity to be involved in helping people hear their very best.
“We have to look back at our main purpose in life, and for me, it’s having the opportunity to be involved in the community in some way and have that contact with patients,” Bass added. “Every day is a new opportunity to be involved in helping people hear their very best.”
Jo-El M. Grossman is the Content Manager for Sonova. She is an avid storyteller, as well as an accomplished, creative and qualified marketing and editorial leader with a multi-media background.