Question
How important and effective is one-on-one counseling? Does it really matter, and is it really worth the time? Do handouts help educate the patient or are they seen as sales tools, rather than as sources of additional information?
Answer
Devoting more time to each new patient can seem unrealistic and financially taxing because extending your consultation time reduces the overall number of patients you're able to see. However, without education and counseling, even the most sophisticated technology can fail. Recent studies indicate that new patients who receive helpful literature combined with what is considered ''extended'' counseling from their Hearing Care Professional have a dramatic increase in their overall satisfaction with their hearing instruments. This is good for the patient, and the Hearing Care Professional benefits from a significant decrease in returns for credit. Market research, conducted by Sergei Kochkin, Ph.D., analyzed the duration of counseling time with the percentage of patient satisfaction. The research determined that administering little or no counseling results in only 15% patient satisfaction. In contrast, when patients receive two hours or more of counseling, the percentage of patient satisfaction is close to 70%. Most significant is Dr. Kochkin's indication that combining effective counseling with patient education elevates patient satisfaction levels to the 80-90% range.1
Each new patient is unique, having individual needs and expectations. Investing more time in counseling patients during consultations can result in increased profits for your practice. As Dr. Kochkin states, ''Without education and counseling, even the most sophisticated technology can fail.''
Regarding handouts as a supplement, many Hearing Care Professionals rely on literature provided by manufacturers as a source of information for patients who have questions regarding their new hearing instruments. Although these tools can be beneficial, the combination of both personal counseling and take-home reading material is more effective for your patients.
1. Kochkin, S. ''Reducing Hearing Instrument Returns with Consumer Education.'' Hearing Review 1999; 6(10): 18-20.
Megan Carreras, Consumer Relations Representative, Siemens Hearing Instruments
In her position as the Consumer Relations Representative for Siemens, Megan is responsible for handling inquiries from patients who wear Siemens' hearing instruments and working with hearing care professionals to insure patient satisfaction. Prior to joining Siemens, Megan worked in the computer industry, specializing in post-sales related customer satisfaction matters. Megan obtained a Bachelor of Science degree from Pace University.
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