Part Two: Australian Hearing in the community

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32 Australian Hearing Annual report 2009 Voucher services keeping our clients connected We provide Voucher services to eligible clients through the Australian Government Hearing Service Program. There are 207 private providers participating in the program, which is administered by the OHS. Approximately 75 per cent of our core business is the Voucher market. The latest hearing aid technology This year, we consolidated four levels of technology in our product range to meet the needs of clients. Our hearing aids have become easier to use, more cosmetically appealing and are able to give the wearer excellent sound quality even in noise. Many of our hearing aids now work with a range of remote controls. The most sophisticated version is the Siemens Tek remote control, which allows volume adjustment, switching between programs and connection with Bluetooth devices such as mobile phones, TV and other audio equipment. Smart technology, known as e2e wireless, has become available in many of our devices and synchronises aid settings for both ears to achieve the best performance. The aid functions of DataLearning and DataLogging allow our clinicians to monitor aid use and settings. The latest features available in our hearing aids include Sound Brilliance, which improves listening to music, and TruEar, which replicates the natural directivity of the ear, so it is easy to distinguish whether a sound is coming from the front or the back. Improved service delivery As part of an ongoing quality assurance program, the OHS undertook a major onsite audit of our Voucher clinical practice. Auditors remained on site at 14 centres for up to two days, observing administrative, clinical and client service practices. The final report from OHS commended Australian Hearing on its ‘high standard of sites, services and commitment of staff (clinical, administrative and technical)’. During 2008/09, we implemented a new position of Voucher Clinical Assistant in many of our centres. The Voucher Clinical Assistant position was offered to customer service staff members who undertook further studies and training to support clinicians with their clinical load. The Voucher Clinical Assistant spends dedicated time with clients who need more one-to-one instruction with hearing aid management and use. Clients enjoy the extra benefits this role brings to our service delivery. Comments from clients such as ‘you get to see two smiling faces instead of just one’ have been common. Voucher Clinical Assistants have responded positively to the role and clinicians report feeling well supported. See page 46 for the case study on our Voucher Clinical Assistants. Sustained client satisfaction We conducted monthly surveys of client satisfaction using the Hearing Aid User Questionnaire (HAUQ). Results continued to show high levels of client satisfaction with both service and products. Levels of satisfaction with customer service and clinical service remain above 90 per cent, while overall product satisfaction and satisfaction with repairs is consistently at or above 80 per cent. See Graph Four opposite. The maintenance of high levels of satisfaction over time reflects the continued focus that we place on customer service. We also incorporated an internationally recognised survey, the International Outcomes Inventory – Hearing Aids (IOI–HA) in the monthly client satisfaction survey package sent to all current clients. At the end of June 2009, the overall mean score was 4.04 out of a maximum score of five. In comparison, the overall mean score at the end of June 2008 was 4.03, indicating that client satisfaction has increased slightly over the past 12 months. See Graph Five opposite. Our rate of complaints per month per current client remained less than 0.02 per cent throughout 2008/09. Complaints from our clients to the OHS showed a downward trend during the year and remained significantly below that for the industry. We continue to analyse complaints and implement improvement programs to further decrease complaints and enhance satisfaction levels. See Graphs Six and Seven opposite.
Part Two: Australian Hearing in the community 33 Graph Four: 2008/09 Hearing Aid User Questionnaire results to June 2009 This graph depicts national results for each of the four satisfaction measures in surveys sent between July 2008 and April 2009. 100 80 60 JUL 08 OCT 08 NOV 08 DEC 08 JAN 09 FEB 09 MAR 09 APR 09 % CLINICAL SERVICE SATISFACTION % CUSTOMER SATISFACTION % REPAIR SERVICE SATISFACTION % PRODUCT SATISFACTION Note: Figures are electronically derived by the date the survey was mailed out. Graph Five: Results of the International Outcomes Inventory – Hearing Aids June 2009 This graph shows the mean scores attained nationally for each item on the IOI-HA. The responses are derived from responses to surveys sent between July 2008 and March 2009 and represent the cumulative mean for that period. A score of five represents the most favourable response while a score of one represents the least favourable response. 5 4 3.88 3.98 3.97 4.16 4.17 4.18 3.96 4.04 3 USAGE BENEFIT ACTIVITY LIMITATIONS SATISFACTION PARTICIPATION IMPACT ON OTHERS QUALITY OF LIFE OVERALL MEAN MEAN ANSWER FRP * IOI-HA MEAN TARGET * Full reporting period Graph Six: Rate of complaints per current client (%) 2008 v 2009 0.030 0.025 0.020 0.015 0.010 0.005 JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN FIN 2008/2009 FIN 2007/2008 Graph Seven: Complaints to Office of Hearing Services July 08 to JUN 09 3.0 2.5 2.0 1.5 1.0 0.5 0.0 JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN OTHER PROVIDERS AUSTRALIAN HEARING WHOLE INDUSTRY Data represents complaints per Voucher redeemed.
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Part Two: Australian Hearing in the community

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