Private Hearing Aid Services - 8 Common Pitfalls
Welcome to the third episode in this four part series, unraveling the world of private hearing aid providers. Written by our very own Independent Audiologist Tracy James MSc CAC RHAD.
Each month Tracy will we letting you in to this undiscovered world, and the ‘need to knows’ of the industry, ensuring you are fully informed when it comes to making choices regarding your hearing health.
Topic 3: Private hearing aid services – common pitfalls.
Read this blog to explore some of the most common pitfalls I’ve heard from clients (and how to avoid them):
1. Home visit appointments from a ‘National’ company
It sounds great when companies offer to come and visit you at home for your hearing test. It is great, but if it’s a national company – the audiologist may have travelled hours to see you. Their business model centres around selling hearing aids cheaply and in large numbers around the UK, but without the follow up care.
In other words, they are not local. As soon as you have a problem with your hearing aid, it is likely that you will not be prioritised and may not be visited again. If they do visit, it’s likely there’ll be a long waiting list, or they’ll be asking you to purchase another hearing aid.
Remember, it is always best to be seen in clinic where possible, as the environment can be monitored and ensured to meet the national standards for Audiology hearing tests – as well as maintaining more thorough and routine cleaning standards. So although a home visit might be convenient, it’s not best practice.
Tracy James Hearing is an independent, personalised, local service based in Newbury West Berkshire. All of our hearing aids come with an aftercare package which includes 5 year warranty and repeat home visits should your hearing aid need repair. Find out more about our home visit services here
2. Feeling pressure to buy, or sales talk
I often have clients come to see me because they’ve just felt like they’ve been sold hearing aids, rather than been seen for health reasons, or for reasons related to their long-term care. You’ll often find in this situation, that your options are limited and you don’t necessarily have a say in your hearing care or that your hearing loss is not explained to you in full.
Make sure that your clinician is tackling the most important things for you, e.g. recurring ear infections, considerations around wax removal, work access needs or dexterity problems. There is usually a way around this for an experienced clinician – to ensure your needs are being met.
Avoid home visits where you are more likely to feel pressured when someone won’t leave the house until you’ve made a decision.
We are here to listen and take our time to ensure we get things right for you, and we welcome working alongside significant others or health professionals as part of the process. We provide long appointment times appropriate for the level of detail or care required. We try to ensure you see the same audiologist over time to ensure consistency and to develop a strong relationship.
We are an independent family-run business and are not commercially advantaged by selling one particular hearing aid manufacturer over another. We believe in providing choice from the whole market, so that we can choose the right fit for your hearing, your needs and choices. No staff member earns commission.
3. Access to follow up
Clients who have visited the national chains, may have encountered problems when it comes to follow up. Some of the most common reasons I’ve heard is being unable to call the hearing centre, without being put on hold for a long time. Another is long waiting lists, and other reasons include having to see different audiologists each time, who are unable to manage their issues as a result of lack of coordination and information-sharing. Check reviews online and ask around for some local recommendations regarding their service before you visit.
We have a dedicated team ready to answer your calls straight away, no one is put on hold. If your query involves a return call from a manager or Audiologist then we always aim to deal with your query within one working day. Whether via phone or email. Our waiting times are typically shorter, 1-2 weeks maximum during busy periods. We also try to ensure you see the same audiologist over time to ensure consistency and to develop a strong relationship. Check out our google reviews here
We are registered with the Health & Care Professions Council (HCPC). Tracy James and Louise Hart have professional and personal liability insurance as an audiologist, hearing aid dispenser and ear care specialist (wax removal with microsuction and irrigation).
4. Hearing aid centre goes bust or audiologist leaves
This tends to happen with smaller hearing aid company chains who are operated by a single hearing aid manufacturer. Check to see if your hearing aid company is owned by an individual or by a national company (often dressed up to look independent). Also check to see if your hearing aid company is associated with the British Society of Audiology or AHAIPP and are likely to more reputable.
Tracy James Hearing is a truely independent audiology business, founded by myself, Tracy James MSc CAC RHAD. Audiologist and Trainer Louise Hart BA (Psych) Grad Dip Audiology, RCCP RHAD and I have been supplying and supporting children and adults with hearing aids since 2014. We have over 40 years combined experience in audiology. We are associated with the British Society of Audiology and the British Academy of Audiology and adhere to their standards. Louise Hart also runs BSA accredited Training courses as part of our sister company TJ Audiology Training
5. Model of hearing aid expires quickly
Its possible that the hearing aid company has sold you a ‘cheaper’ hearing aid because the model is not the most recent. This is really easily done, since many hearing aids are not marked obviously with branding of the make and model. So you may have a ‘top of the range’ hearing aid, but from a few generations ago.
What this means for you, is that after 2 years or more – the hearing aid is unable to be repaired, should the parts not be available. Or the repair will be very costly.
Another possibility is that the audiologist has provided you with a manufacturer that upgrades its models very quickly. Do ask how often the models are upgraded? If it’s once a year or more frequently then the models under that manufacturer can very quickly become obsolete. An average (significant) upgrade to a hearing aid software platform is every 3 years or so – and actually you are more likely to notice the difference in benefit of technology every 5 years or so (a bit like a phone).
Try buying a manufacturer that honours repairs for at least 5 years after purchase – and check it’s the most recent make/model.
We are an independent family-run business and are not commercially advantaged by selling one particular hearing aid manufacturer over another. We believe in providing choice from the whole market, so that we can choose the right fit for your hearing, your needs and choices. No staff member earns commission. Our aftercare service is there to ensure that you’re able to get the most out of your hearing and hearing care device over time. All hearing aid devices will need repairs or in-house maintenance over time. We encourage 6-monthly clean and checks and we offer 5 year warrenty’s and free wax removal to our hearing aid clients.
6. Buying from the internet
Buying from the internet can sound very tempting, with the reduction in price compared to buying them new.
What’s tricky is that you’re unlikely to know how often that aid has been serviced, what previous damage it may have encountered and how old it is. Unfortunately, they don’t come with service manuals.
Make sure it comes with a warranty included and make sure you have an audiologist who will fit them in advance. Not all companies will fit hearing aids that have been purchased second-hand.
Tracy James Hearing do not fit or repair hearing aids that have been purchased via the internet.
7. Wax removal and or ear health issues
Wax removal and/or ear health issues needs to be managed alongside the hearing aid fitting.
Unfortunately, if you’re prone to wax, the likelihood of needing it to be removed will be more frequent – since the action of putting a hearing aid in the ear can plug the wax down the ear canal. In addition, any wax guards or filters are more likely to get blocked more frequently.
In addition, if you’re prone to ear infections then the audiologist needs to advise whether using a hearing aid could make this situation worse.
I would suggest that anyone who has wax or ear health issues finds an audiologist who can manage it all together for joined up care. It will also keep your appointments all coordinated and in one place.
If you have an ongoing medical difficulty with your ears, or hearing, and have been told that hearing aids are not right for you - come and see us, we may be able to find a diagnosis and/or a solution. We can also refer onwards, if necessary, to get you the help you need. We are skilled and experienced and provide hearing services to adults with dementia or learning difficulties. We are complex hearing loss experts. We also provide free wax removal to all our hearing aid clients at our Newbury clinic.
8. Your hearing aid is ‘locked’ by your supplier.
Some bigger chains and some manufacturer-owned hearing aid chains will ‘lock’ their hearing aids, so that no-one else can manage the devices. This can be problematic when hearing aid centres close down, or if the consumer decides to go elsewhere. Unfortunately – any new centre will not be able to access or change settings. You may be able to send the device to the manufacturer for repair directly, but no fine-tuning services unless you travel out of area. Do check if your hearing aid centre has this policy – it will give you more options later on.
At Tracy James Hearing, we do not lock any of our hearing aid devices.
