Remote Support: Improving Patient Satisfaction and Connection

Over the past few years, the hearing care industry has been open to the concept of eAudiology. However, hearing care professionals have been a bit hesitant to adopt eSolutions, like Phonak Remote Support.

During Phonak R!SE 2019 Symposium, Christine Jones, Au.D., Phonak Vice President of Audiology, and three of your peers shared their feedback, tips and best practices about Remote Support during a panel at the event. Here’s what your colleagues had to say about this valuable tool.

Remote Support Offers an Added Value

Lauren Aramini, Au.D., one of the owners from Accura Audiology, said that Remote Support has been a great added value for her patients. “We have patients who travel quite the distance, and it helps save a trip, a gas tank,” she said. “We still get that personal relationship because we’re still seeing them, but we also can help kind of make it convenient for them.”

According to Aramini, most patients are completely blown away once they’re setup with the Remote Support app. “When you actually have a remote session, they’re just even more blown away that you can do it, it’s so easy, and it’s not this complicated situation. They just love it,” she added. “They think it’s amazing that we can do this; that technology is here.”

Offer to Everyone

Jeff Lane, Au.D., from Trinity Hearing Center, explained that his practice presents it as an option to everyone when they’re discussing hearing aids. As they’re reviewing the features, it helps patients to become more comfortable with hearing aids, especially the ones who live far away.

“The patient will say, ‘Oh, I wish I could come to you. You are a great person to work with but it’s so far away.’ Now they don’t have to worry about that because we can schedule Remote Support sessions,” he added.

Lane waits until the first follow-up appointment to set it up. He wants the patients to feel more comfortable with their new hearing aids first and then review the app. “We kind of let them take their week or two to get used to the hearing aids, and once they’re more familiar with it, then we download the app with them and set it up,” he added.

Better than Face-to-Face

Christina Massey, Au.D., and owner of The Woodlands Hearing Center, shared that Remote Support might even be better than face-to-face appointments. “[With Remote Support] not only do I see the situation the patients are in, they can take me to the room they’re having trouble in,” she said. “So, if it’s echoey, there are dogs barking or the TV is loud and you can hear it, you can see what their situation is.”

Massey said it’s been super helpful — at least narrowing in on what the patient’s actual problem is versus us setting up a custom program, the patient going home and trying it, and then coming back and going home and describing the situation. “This way we can see what’s going on,” she added.

Looking for more information about eAudiology? Visit Phonak Learning to learn more about this topic.