"I need my aids working to full capacity"

About: Lanarkshire Community Services / Audiology Lanarkshire Community Services Audiology

Posted by austina (as the patient), 4 years ago

Hi. I attended Airdrie drop in Audiology a few weeks ago for some new tubes and ends for my hearing aids. When in this said appointment the audiologist told me I was set up for the call and deliver service. This was great I thought as I work in a sensitive and inflexible environment and find it very difficult to get to these clinics.
I called recently to order new tubes again as mine have been cutting out with blockages as I have very waxes itchy ears regardless of how many times I clean them and the aids. The clinic didn't answer the phone and I was prompted to leave a message and contact details. Few hours later I receive a call from Audiology to get told I have been getting too many replacement tubes and tips and the replacement ones supplied few weeks ago should be lasting 6-12 months!
I was absolutely astonished at this and asked the person to check my records because I had previously been seen by a wonderful kind very understanding audiologist called Marie in Airdrie that took her time and actually listened to my life struggles, and for the first time since being diagnosed with Otosclerosis I actually had hearing aids that allowed me to hear ( (I am thankful everyday that Marie was working in the surgery that day and our life's crossed). My records had been updated and clearly stated that I should be able to renew tubes and tips as and when required.
You have to remember that I work in a very sensitive job, I deal with the public in delicate situations everyday and I need my aids working to full capacity. This person on the phone wouldn't even let me finish explaining before they said they had their supervisor check my records and the supervisor had insisted I was issued a appointment to attend the hospital. I asked if I could get a appointment with a woman I had previously seen and was also a great help called Anne, who listened to my problems and sorted out my aids with care and attention. I was cut off mid sentence and told no all the ladies are now reshuffled and she works out of the district. This is your appointment and they will look at your tubes then.
My appointment is for mid June which is ridiculous as I am already having to tap my aids constantly to get them to work as the tubes are blocking. Completely unacceptable behaviour and treatment of NHS patients with a sensitive hearing impairment. Your employees Ann and Marie should be made Ambassadors for NHS with how well they listen and how well they show people respect that are struggling daily with hearing loss. also please bare in mind I am only 40 years old and can handle myself but if that was a vulnerable elderly person that woman spoke to yesterday would of been highly unacceptable and unmoral on your behalf.

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Responses

Sharon Falconer

Chief Audiologist Audiology, University Hospital Monklands,

NHS Lanarkshire

Submitted on 28/05/2019 at 11:02

Published on Care Opinion at 11:33

Hi, I'm sorry you feel let down by our service. All our patients should be listened to and treated according to their individual needs. Please accept my apologies if we have failed in this.
NHSL use two types of hearing aid fitments, conventional tubing with custom earmould and lifetubes with ear domes.
Conventional tubing is soft and pliable and hardens with use. This needs changed when it starts to harden. We advise not to leave this longer than every 6 months.
As the name suggests, lifetubes have greater longevity but we do advise having the domes checked for wear every 4-6 months.
The Audiologist you see at your appointment will ensure your hearing aids are working well and that they are appropriate for your hearing loss.
If you feel your hearing aids are not working as they should at any time whilst waiting for your appointment date, please feel free to attend our open access clinics where we will do our best to help.
Airdrie has these clinics Monday-Thursdays 1.30pm-4pm and Fridays 9am -11.30am
It is very difficult to comment on individual circumstances on an anonymous platform but if I can be of any further help, please feel free to contact me. I am based at Audiology at University Hospital Monklands and can be contacted on 01236 712028
Kind Regards
Sharon

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Robbie Rooney

Service Manager Audiology, Princess Gate,

NHS Lanarkshire

Submitted on 29/05/2019 at 17:51

Published on Care Opinion on 30/05/2019 at 10:47

Firstly, it is extremely disappointing that your experience of our service was not a positive one. Please accept my sincere apologies that your experience of the service left you frustrated and disappointed.
I would be happy for you to contact me directly via Princes Gate Audiology dept on 01698 456550 and I can arrange some replacement tubing for you.
The subject of tubing and how long it may last can vary widely, so for the staff member to suggest a minimum timescale of 6-12 months for you to be expected to use a single tube is both disappointing and an inaccurate description of provision within the audiology service in NHS Lanarkshire.
Tubing is an important aspect of the well functioning of your hearing aid and I completely appreciate the importance of being able to have access to tubing to be able to use your hearing aid effectively. We do not have a minimum timescale that we would expect tubing to last as there a wide range of factors that would impact on the lifespan of tubing for hearing aids.
That said however, there are instances where the need for very frequent repeated replacement of tubing can be an indication of other problems. However, this should be considered on a case by case basis and dependent on clinical presentation, and not on a definitive fixed timescale.
I also take on board that there needs to be clearer guidance given to our audiology staff, to allow a consistent approach for patients being able to access replacement tubing.
As such, I have requested that further guidance be issued to all staff to take account of the above points and the issues you have raised.
Whilst I am disappointed to hear of the experience you describe in your story. I am grateful that it has been brought to my attention to allow me to address the issues you raise for the future.
Please accept my apologies again, and many thanks for bringing this to my attention
Kind Regards
Robbie Rooney

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Update posted by austina (the patient) 4 years ago

Thank you for your none standard rely Robbie and it is wonderful to see that people can take on board the fact that staff lack in certain training and that audiology is very much a changeable and unique experience to ever person. I will be in touch.

Lorraine Innes

Deputy Manager, Audiology Services, Princess Gate,

NHS Lanarkshire

Submitted on 08/07/2019 at 17:02

Published on Care Opinion on 09/07/2019 at 11:56

Dear Austina,
I would like to update you with regards to hearing aid tubing availability.
Audiology staff have been given updated guidance regarding tubing requests received.

We have now ensured that there is a uniform approach to obtaining replacement tubes throughout NHS Lanarkshire. Individual requirements are considered for each patient request.
I hope this is helpful.
Kind Regards
Lorraine

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