Realistic Patient Expectations & HI Counseling
Counseling—not confusion!
A confused consumer will not pursue treatment i.e. purchase hearing instruments.
A consistent step-by-step process will lead to the greatest success in satisfying the communication challenges of each patient/client.
Realistic Patient Expectations & HI Counseling
Counseling—not confusion!
The methodical process defined in Dillon chapter twelve does not provide a good time line for presentation of information to the patient/client.
It mixes all of the counseling procedures into one chapter.
Let’s more clearly define each component and methodical step in the counseling processes.
Realistic Patient Expectations & HI Counseling
Counseling—not confusion!
The methodical presentation of counseling
information to the patient/client will result
in better treatment outcomes.
A successful treatment outcome has little
to do directly with hearing instruments.
Realistic Patient Expectations & HI Counseling
Patient/client Hearing Loss Acknowledgement
Until the patient/client understands and
accepts that the revealed hearing loss is
permanent and irreversible, they will not
attentively listen to your words of counsel.
Realistic Patient Expectations & HI Counseling
Patient/client Hearing Loss Acknowledgement
The revealed condition is often more
easily accepted if the Hearing Instrument
Specialist will define patient/client
communication obstacles which may be
overcome by the implementation of
prescribed treatment.
Realistic Patient Expectations & HI Counseling
Patient/client Hearing Loss Acknowledgement
Until the patient/client has moved from
denial of the communication challenge into
the acceptance of it; they will not listen or
accept further treatment, counseling, or
advice regarding communication skills
development.
Realistic Patient Expectations & HI Counseling
Patient/client Hearing Loss Acknowledgement
In Stephen Covey’s book: The Seven Habits of Highly Effective People, one of the habits requires and details understanding.
It states: “to be understood, seek first to understand”.
This is one of the most critical components required during counseling for the hearing impaired patient/client.
Realistic Patient Expectations & HI Counseling
Patient/client Hearing Loss Acknowledgement
As Dillon states in chapter twelve, hearing
instrument specialists must be flexible on
how and when they present information.
However, it is useful to have a standard
program/process in mind from which
variations may be made as required.
Realistic Patient Expectations & HI Counseling
Patient/client counseling information presentation
Instructing the patient/client upon modified
communication processes and describing
specific hearing instrument operation
before their decision to pursue treatment
occurs, will only overwhelm the
patient/client with information—resulting in
confusion and probably the decision to not
pursue treatment.
Realistic Patient Expectations & HI Counseling
Patient/client counseling information presentation
Providing appropriate counseling will increase the likelihood that hearing instruments will be fully implemented/used.
(many studies have supported this statement)
Hearing Instrument Specialists should be aware that different people learn differently and should be taught and approached in different manners.
Realistic Patient Expectations & HI Counseling
Patient/client counseling information presentation
Let’ review the Five Steps to Better
Hearing Video. It will provide a counseling
approach which is often found to be
effective in creating successful treatment
outcomes.
Realistic Patient Expectations & HI Counseling
The Audiogram & Patient Counseling
In Vonlanthen chapter nine page 195, he
attempts to demonstrate a correlation between
the audiogram and the articulation index. Much
research have supported this model.
However, his attempt to correlate the articulation
index with an ability to hear in noise has not
been supported. In fact, it has been found that
the ability to hear in noise is not audiogram
“dependant”.
Realistic Patient Expectations & HI Counseling
The Audiogram & Patient Counseling
Creating realistic expectations is critical to successful treatment outcomes.
Advising the patient/client of more than what may reasonably expected from test results will almost always lead to a failed treatment outcome.
Realistic Patient Expectations & HI Counseling
The Audiogram & Patient Counseling
By interpreting the audiogram information
to the patient/client and describing the
scenarios that the hearing handicap will
commonly create; the patient/client will
often accept the results which then leads
to the next methodical step in the
counseling process i.e. treatment options.
Realistic Patient Expectations & HI Counseling
Patient/client Treatment Options Counseling
This is the second step in the counseling
process and often occurs during the
patient/client’s first clinic visit. Successful
treatment outcomes must also include the
preferred hearing instrument style and
function—its benefits and limitations.
Realistic Patient Expectations & HI Counseling
Patient/client Treatment Options Counseling
Usually more than one hearing instrument style is offered—no more than three!
Again, a confused patient/client will not pursue treatment. Therefore, limit your advice to a few technology levels (usually at various price points) to fit lifestyles and budgets.
Realistic Patient Expectations & HI Counseling
Patient/client Treatment Options Counseling
The technology levels discussed in Dillon page 326 are basically obsolete information.
The dynamics of digital hearing instrument technology have created a necessity for the Hearing Instrument Specialist to constantly investigate the latest technological developments in hearing instruments in order to provide good counsel.
Realistic Patient Expectations & HI Counseling
Patient/client Treatment Options Counseling
Most patient/clients will:
1.) either balance the treatment cost
against the advantages of more complex
technologies; or:
2.) desire to limit the total cost to get the
best value for the money--irrespective of
costs.
Realistic Patient Expectations & HI Counseling
Patient/client Treatment Options Counseling
Sometimes, it is easier for the
patient/client to accept the costs
associated with hearing instrument
treatment when it is presented as a value
for better hearing, which may be enjoyed
by many (family and friends) and spread
over a period of several years.
Realistic Patient Expectations & HI Counseling
Hearing Instrument use & care counseling
The third step in the counseling processes
involves the specific use and care of the
prescribed hearing instruments.
Patient/clients must be advised that
hearing instruments are continuing
maintenance items and will require future
routine visits to your clinic.
Realistic Patient Expectations & HI Counseling
Hearing Instrument use & care counseling
Many studies have supported successful
treatment outcomes when post-fitting
follow-up visits are encouraged.
The patient/client should be advised of the
importance of post-fitting visits to maintain
good hearing health and optimum
operation of their “electronic appliance”.
Realistic Patient Expectations & HI Counseling
Communication strategies & HI use
The fourth step in the counseling process
involves education of the patient/client in
strategic/effective communication. Much
of the counseling information will be based
upon post-follow-up visits and
patient/client reports.
Realistic Patient Expectations & HI Counseling
Communication Strategies & HI use
An “experience and practice” form may be
found in Dillon pages 328 and 329.
This form will provide information
regarding patient experiences, and assist
in developing realistic patient/client
expectations regarding hearing instrument
use.
Realistic Patient Expectations & HI Counseling
Communication Strategies & HI use
Additional communication tips may also be
found in Dillon page #335.
These tips are useful even for those who
have no hearing loss!
Realistic Patient Expectations & HI Counseling
Successful Counseling of the Hearing Challenged
It is, most often, very beneficial to involve spouses, (SOP), and family members at the beginning of the various steps of counseling.
When they are not involved, they sometimes have difficulty understanding why the various counseling processes are necessary for successful treatment outcomes.