Hearing aid satisfaction and rate of return for repairs : a comparison of two Kaiser dispensing programs

Abstract

The purpose of this study was to investigate the hypothesis that a dispensing program utilizing rehabilitative follow-up in the form of a post-fitting check appointment would show: (1) less return for repairs for hearing aids; (2) higher patient satisfaction with the aid; and (3) higher patient satisfaction with the service received during the hearing aid dispense than would a clinic with no follow-up. Data for comparison between the two clinics were drawn from medical chart review, frequency of hearing aid repairs, and from a questionnaire which assessed satisfaction levels. Patients were also asked to estimate the amount of use with the aid and success with manipulation of the 2 aid for purposes of comparison with other groups previously studied.Two groups of patients, consisting of 141 patients in group I and 234 patients in group II, were chosen for this study. All patients were 65 years of age or older, were recommended for amplification by an audiologist, and given medical clearance for amplification by a physician. Patients were asked to respond to two questions involving a continuum response and four questions requiring a fill-in-the-blank response.Results of this study support the hypothesis that there was less return for repairs for the group who received a post-fitting check appointment. Statistical analysis did not support the hypothesis that there was a higher rate of selfassessed satisfaction with the hearing aid for the group who received the postfitting check appointment. Results did support the hypothesis that there was a higher rate of self-assessed satisfaction with the service received during the dispense for the group which received the post-fitting check appointment.