Customer case

Hoorcentrum Aerts delivers high-quality care with clinical workflows

Hoorcentrum Aerts is a hearing care chain with more than 25 clinics across Belgium, they prioritize high quality and exceptional service. To provide their customers with best-in-class hearing care and solutions, their audiologists receive ongoing training on the latest tools and technologies. Hoorcentrum Aerts offers the most innovative equipment to provide optimal solutions for every customer. Using verification technology and automated clinical workflows, they adjust the hearing aids precisely for superior results and a better customer experience. To understand how Hooercentrum Aerts is using Measure Software, we have interviewed Lore Heylen.

Lore Heylen

"We use a clinical process or workflow to give the best quality to every client that comes in, and to ensure the same high quality across all clinics and employees. No matter which hearing center a customer visits, they will start at the same point, go through the same journey, and will end up with the best possible hearing solutions to meet their specific needs."

Lore Heylen, Audiologist and Quality Manager

Hoorcentrum Aerts

A better, more streamlined workflow

Hoorcentrum Aerts used to have their clinical workflows outlined on paper and trained to all audiologists. This manual system worked for the most part, but had some flaws. For instance, they couldn’t centralize and simplify scheduling, or instantly access secure patient records from any office across their network. Likewise, when using paper systems, they didn’t have a way to update processes and instantly communicate these changes to all staff, nor to track performance.

As part of a commercial excellence initiative – and their commitment to providing extraordinary customer experiences – Hoorcentrum Aerts upgraded to Auditdata’s Measure Hardware and Software solution in 2019. Since then, they’ve used Primus to streamline their organization’s processes and protocols. One huge asset is the clinical workflow function, which outlines exactly what audiologists need to do, and in what order. 

This standard of care helps ensuring clinical excellence across the enterprise, onboarding new staff and helping them convert more leads into paying customers.

Logo Hoorcentrumaerts Dark

"The clinical process leads to the sales process, so if we do our job like we are supposed to, we will make the client’s hearing better, and the client will buy the hearing aids. This means that if you improve your clinical process, then you will sell more hearing aids."

Lore Heylen

Hoorcentrum Aerts

What differentiates Hoorcentrum Aerts from other hearing centers is their focus on setting up clinical workflows and constantly improving service delivery in the clinics. They have implemented a workflow where everybody works the same way and completes tasks in a specific order. Each audiologist must input information into the user-friendly Measure system, indicating that they’ve completed a particular task, and if they have not completed one of the workflow steps, a written explanation is required to continue.

By following this process, they’ll provide excellent care throughout the customer journey, from asking the right questions in the initial consultation to knowing what kind of hearing aids will meet each client’s specific needs.

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This guide investigates the use of best practice protocols and how it improves customer experience and increases customer satisfaction. 

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