Helping the Significant Other to Understand the Problem

There is a considerable move towards so-called family centred care in the broader audiology world. It makes perfect sense, involving family members as support during a hearing test has been an accepted strategy for many years.

An untreated hearing loss has broader effect on the Family.

We believe that the involvement of family members in the consultation and the ongoing process will not just help your customers; it should have a beneficial effect on your bottom line. It will support the purchase decision and help you to reduce cancellations, and we have designed tools within our Primus system to make sure that happens.

Let’s talk about the purchase decision, how family support it and what features we provide to help you educate and inform.

The purchase decision

When it comes to hearing aids, the purchase decision is a complex one, and most customers will not decide without the input of family members. For family members to support the purchase decision, they need to understand the effects of the loss, the benefits of the treatment and the reasonable expectations of differing levels of hearing aid technology.

 

Hearing loss affects the entire family

An untreated hearing loss has a broader effect on the family; it affects everyone who has regular contact with the person with hearing loss. Communication problems frustrate everyone involved, and often there is frustration at what is perceived as denial.

Hearing Loss

People don’t understand

Outside of the Audiology community, few people understand hearing loss and how it impacts the sufferer. While the person with hearing loss understands the impact, they often don’t understand the mechanism of the damage and why it affects them in the way it does. The family of the sufferer doesn’t understand either the mechanism of the hearing loss nor the impact. They don’t understand the frustration of being able to hear the voice and not understand what is being said.

They also have no real understanding of the feeling of being isolated in a room full of loved ones. People with a life-changing health problem want to understand the mechanism of that problem. They want to know where the problem lies and why they have the issues that they do. Hearing loss is no different, people with hearing loss want to know the why, when and how.

Their significant others are often no different in this regard. Helping the family understand the effects of hearing loss helps them to understand the issues their loved one faces. This understanding often makes family members advocates for and supporters of, change.

Demonstrating the Hearing Loss

We have designed a counselling module within the Primus solution that will allow you to deliver an explanation of the hearing loss of the customer. The module provides both audio and visual aids that will both simplify the description and drive home the impact of the hearing loss to family members. The visual elements support the explanation of the underlying aetiology of the hearing loss.

Hearing Loss Simulator

The hearing loss simulator delivers both a visual and audio representation of the hearing loss. The audio element produced by the hearing loss simulator offers a clear audio demonstration of the hearing loss and its effects on the understanding of speech. This tool will allow you to explain what the hearing loss is and demonstrate how it is affecting the customer precisely. That audio segment is powerful because it will enable the customer’s family to finally understand what effect the hearing loss has on the understanding of speech. This indeed is one of those so-called wow moments.

Reinforcing the Need

As I said, the hearing loss simulator allows the family member to experience the hearing loss that their loved one suffers for themselves. It enables the support to understand the difficulties and why they are having such an impact. Like all wow moments, it is a moment of realisation; it is also a moment of reinforcement of the need for a solution. It is a powerful supporting moment in the purchase decision process. The impact of that moment is high, and there is no sales pitch involved.

Demonstrating the Solution

An understanding of the hearing loss is just one element in the decision process. There also needs to be an understanding of what a solution may offer. We have designed a master hearing aid tool that will allow you to demonstrate the benefit delivered by hearing aids.

Again, the tool offers both a visual and audio representation of a hearing loss solution. It allows both the significant other and the customer to understand what a hearing aid will deliver. Even if you are going to undertake a live demonstration of hearing aids, it is worthwhile using the hearing aid master to validate your recommendation with the significant other. 

Live demonstration of hearing aids

Finally, another feature of the Primus system that will assist you in demonstrating the benefit of a hearing solution to both the customer and the significant other is live speech mapping. Live speech mapping can be used to not only validate the fitting of hearing aids but also to visually display and enforce the benefits offered by those hearing aids.

It allows you to provide visual proof of the benefit provided by hearing aids and their features. Live speech mapping can be used to demonstrate the benefit provided by advanced features such as noise reduction. Finally, using the speech in noise element within the speech mapping module allows you to show the benefits where the customer has the most difficulty.

The demonstration of hearing loss and benefit ensures that the customer can make a decision based on all of the knowledge that they need. It also ensures that the significant other understands all that they need to support that purchase decision.

If you want to know more about what Primus or Speech Mapping and the potential to use it as a counselling tool, please contact us for more information.