Patient Uptake, Experience, and Satisfaction Using Web-Based and Face-to-Face Hearing Health Services: Process...

Area of Science:

• Audiology and Hearing Health
• Digital Health and Telemedicine
• Public Health

Background:

• Access to hearing healthcare is a global concern, with limited services for the growing number of individuals with hearing loss.
• Current audiology research often overlooks patient experience and sustainable models in favor of technical feasibility.
• Web-based services offer a potential solution to improve access and scalability in hearing healthcare delivery.

Purpose of the Study:

• To investigate the uptake, patient experience, and satisfaction of a hybrid (Web-based and face-to-face) hearing health service.
• To evaluate a novel service model for adult patients experiencing hearing loss.

Main Methods:

• Implementation of a hybrid hearing clinic in Durban, South Africa, with online recruitment via social media and online advertising.
• Utilized a Web-based hearing screening test, followed by online and face-to-face assessment, treatment, and rehabilitation pathways.
• Conducted an online survey including a validated satisfaction tool, process evaluation, and communication preferences assessment.

Main Results:

• High patient satisfaction (Net Promoter Score of 87) and willingness to recommend the service.
• The online screening test aided 92% of patients in seeking care, with most preferring WhatsApp for communication.
• Patients continuing care were older and had poorer speech recognition; age positively correlated with appointment frequency.

Conclusions:

• A hybrid hearing clinic model integrating Web-based and face-to-face components demonstrates high patient satisfaction and positive experiences.
• This hybrid model, utilizing synchronous and asynchronous communication, shows potential as a scalable solution for global hearing healthcare needs.
• Findings support the integration of digital health tools into audiology practice to enhance patient access and outcomes.