Overcoming patient objections can be one of the most challenging obstacles hearing care professionals encounter. MedRx is here to help you respond to some of the most common patient complaints and objections heard in your office by providing simple solutions from our Studio software.
MedRx Studio equips HCPs with the most advanced, up-to-date software for effective counseling sessions. Learn more as you navigate common patient objections and uncover tangible results using Studio's unique features and counseling tools as a guide.
“I don’t like how the hearing aid sounds.”
If the patient is not experiencing occlusion but is still not happy with how the hearing aids sound, the issue is most likely the hearing aid’s programming. Complaints about the hearing aid being too loud or quiet, artificial, tinny, or distorted are often indicators an adjustment is needed.
These issues are largely mitigated by performing REM (Real Ear Measurements) or LSM (Live Speech Mapping), however, if this complaint occurs after the initial hearing aid fitting, the clinician can take further steps to customize a patient’s hearing aid.
Using MedRx’s REM Speech+ and the REM/LSM modules in Studio, the HCP may readjust the patient’s prescriptive levels and frequencies using softer or louder levels than used in the first fitting. It may also be beneficial to verify and adjust advanced programs for:
- noise
- speech in noise
- music
- directional microphones
- frequency shifting
MedRx makes it easy to complete these adjustments with “On-Top mode” in the REM/LSM modules. On-Top mode allows the provider to overlay the patient’s results with the hearing aid’s settings and alternate between measurement and fitting adjustments.
“On-Top mode” in the REM/LSM modules makes it easy to complete adjustments
“My hearing isn’t bad enough for hearing aids.”
There are several options HCPs have when faced with a patient who doesn’t believe their hearing is poor enough to warrant hearing aids, however, a comprehensive counseling session on their audiogram results can usually convey the extent of their hearing loss.
MedRx offers a customizable view of the patient’s audiogram results, allowing flexibility to communicate and counsel patients in a way they’ll best relate to.
The Audiometry module on MedRx’s Studio software includes a designated patient-view audiogram, that removes HCP controls. On this view, you can display the patient’s audiogram results with any combination of the following:
- Speech spectrum (also known as speech banana or speech canoe)
- Images of common sounds
- Phonemes
- Degrees of hearing loss
Combining these on-chart features visually displays how the patient’s hearing deviates from a normal range and presents real-world, applicable examples of the deficit.
Convey the extent of their hearing loss with the patient-view audiogram that removes HCP controls
“I have trouble hearing when it’s loud.”
Hearing speech in noise is one of the most common patient complaints. A new feature in Studio’s Audiometry module seeks to resolve this issue by helping clinicians find a patient’s ability to hear sound in noise better than ever before. The Audible Contrast Threshold (ACT) feature is a new test available in the A2D+, AWRC, and ARC audiometer systems.
ACT uses contrasting, non-language-specific stimuli and applies the patient’s audiogram results to ensure audibility. Finding the patient’s ACT value (the test result) takes less than 2 minutes, and HCPs can use these results to program the advanced hearing aid settings for a more accurate fit than REM or LSM alone.
ACT™ a new test in MedRx Audiometers that helps clinicians find a patient’s ability to hear sound in noise better than ever before
“My ears feel blocked.”
Patients with custom in-the-ear hearing aids or molds may complain that their voice “sounds wrong”, is “too loud” or “echoey”, or that their “ears feel blocked.” This can be a sign of occlusion. HCPs can confirm if the patient is experiencing occlusion by conducting an occlusion test.
Occasionally, these complaints can also arise as a byproduct of the hearing aid software’s programming. Studio’s OE (Occlusion) test in the REM module should be administered to objectively confirm that a patient is actually experiencing occlusion and not a separate issue.
To perform the OE test, with the hearing aids turned off, the HCP will ask the patient to vocalize the letter “E,” first with the hearing aids out and then in. If a peak above 15dB is present for both tests, then it can be assumed the feeling the patient is describing is occlusion, and the hearing aids will need physical modification to eliminate it.
“My hearing aids are fine, I don’t need new ones.”
Many patients who already use hearing aids won’t see the value in upgrading their instruments—even as the performance declines. Whether it’s cost, fear of complicated technology, or aversion to change, it can be difficult to describe the necessity of replacing outdated hearing aids.
Overcome this objection using the MedRx HIT+ Box and HIT module in Studio to objectively demonstrate where the patient’s hearing aids are not performing up to the manufacturer’s specifications.
The MedRx HIT Box tests for 10 standard ANSI and IEC selectable tests. Clinicians can use the results to make informed recommendations for the patient to upgrade their instruments.
The 10 standard tests are:
- OSPL-90
- Full-On Gain
- Reference Test Gain
- Frequency Response
- Equivalent Input Noise
- Harmonic Distortion
- Battery Current
- Input/Output (AGC)
- Attack/Release
- Induction Coil (SPLITS)
Demonstrate where the patient’s hearing aids are not performing up to the manufacturer’s specifications in the HIT module
“What if they don’t work for me?”
Many patients will push back on a hearing loss diagnosis because they fear the hearing aids won’t solve their issue. While there are cases where the patient won’t benefit from hearing aids and other options must be explored, more often than not, a patient simply needs a first-hand demonstration of potential benefits. If the patient complies, this could be achieved with a demo hearing aid or using an MHA (Master Hearing Aid).
The MedRx Master Hearing Aid is available on the Audiometry module and provides a tried and true approach to demonstrating how beneficial hearing aids can be for wary patients. In the MHA demonstration, the system will automatically apply the patient’s gain based on their audiogram for each ear. The HCP then plays sound samples through the patient’s headphones to simulate a hearing aid.
Followed by a thorough counseling session, the MHA can provide reassurance to the patient that hearing aids will provide significant results.
The HCP plays sound samples through the patient’s headphones to simulate a hearing aid.
“You’ll have to convince my son/ daughter.”
If a patient relies on trusted loved ones to manage finances or medical decisions, the Hearing Loss Simulator (HLS) in MedRx’s Audiometry module of Studio is a great way to demonstrate the value of hearing aids.
The HLS shows the caregiver the effect of their loved one’s hearing loss in simulated circumstances. To demonstrate the patient’s hearing loss using the HLS, the HCP will first present sound stimuli as it would appear to someone with good hearing, then play stimuli that replicates the hearing loss their loved one is experiencing.
It is recommended that the clinician switch between the regular hearing stimuli recordings and the representation of the patient’s audiogram several times to fully convey the scope of hearing loss. Through demonstrations with the HLS, hearing care professionals can more accurately communicate the importance of hearing aids for the patient’s safety and mental well-being.
The Hearing Loss Simulator (HLS) is a great way to demonstrate the value of hearing aids for a patient to a patient's family
MedRx: Your Solution to Patient Objections
MedRx Diagnostics is a leader in producing advanced diagnostic audiometric equipment that is discreet, powerful, user-friendly, and, most importantly, designed for the hearing care professional.
MedRx Studio offers HCPs advanced solutions to their patients’ most common qualms. Our dedication to innovation drives our research, with new features released for Studio users regularly. Get on-demand software updates and unlimited support, whenever you need it.
Are you considering MedRx Studio for your clinic? Schedule your free online demonstration of MedRx Studio by giving us a call at (888)392-1234 or visit us at medrx-diagnostics.com to learn more about the Studio tests and features described.