"A long delay in getting my replacement hearing aid molds"

Dear crocus,

I am very sorry that you've felt the time taken to re-supply you with new earmoulds has been excessive. Unfortunately, some if this is outwith our control but the impact of it has been less than helpful. Where we identify an ear with an infection or blocked with wax we are obliged to have this treated or wax removed before impressions are taken. The reason for this is your safety and the protection of your ear as the process of taking an impression in such a situation can lead to complications or damage of the ear and as a result, our professional practice guidelines prohibit us from doing so. The fact that the practice nurse could find no trace of an infection is regrettable but depending on the time between visiting the Audiology Department and then seeing the nurse it is possible that it resolved itself and I am afraid there is no way to predict this although it is unusual for this to happen.

I am also sorry your moulds went missing in the post, may I ask you to check your details when you are next in the department please, just to make sure they are up-to-date? Then we can be confident we have reduced the risk of further mailing issues. If we have accurate address details, I can only speculate that this may have been a seasonal postal issue. We operate an open access service to allow people to drop in to the Departments at Ayr and Crosshouse Hospitals to have this sort of work undertaken without an appointment and I note that as you have now had the impressions work carried out that you will have used this option and trust that we will arrange the fitting of these upon their return as soon as is practical.

Adrian

Adrian Carragher

Head of Audiology

Dear Crocus,

I wonder if this additional information will be helpful to you (and possibly others reading your story).

Where you need new moulds and the replacement moulds are being supplied on a "like for like" basis, there are two general options. After your impression work is taken they are shipped to the laboratory to be made, this takes approximately 3 weeks. Once we receive the new moulds, we can either send them out to you or send an appointment to invite you in for fitting.

Posting the moulds provides the quickest turn around for you but if you requested an appointment, you would need to come to a specific clinic which adds some time, but it should be minimal.

If there is a more complicated situation, for example if reassessment is needed, there is a lengthy wait for this, however this does not stop the fitting of the moulds and should be discussed at the time of your attendance.

Again, may I say I am sorry for the delay, we will always endeavour to minimise the wait where possible. I hope your situation is resolved shortly. If you wish to discuss any other aspect of concern, please contact the Service at University Hospital Ayr to discuss.

Adrian

Adrian Carragher

Head of Audiology