HLAA Convention 2011 Special: Workshops - Consumer Reports on Hearing Loss

[Guest guest]

NVRC News - June 30, 2011

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Consumer Reports on Hearing Loss

By Bonnie O'Leary, 6/29/11

This was a very interesting forum on the research that went into the

magazine's 2009 feature on hearing loss as well as why Consumer Reports

considers hearing aids a priority area for health consumers. The discussion

was led by Elissa Schuler Adair, Manager, Health Care Research, and Senior

Editor, Tobie Stanger.

As an introduction, Ms. Adair gave a quick overview of the Consumer Reports

profile. Their publications have 8+ million subscribers, and their

popularity is due to a number of factors. Their product comparisons and

ratings are comprehensive, unbiased, independent, consumer-driven, and they

accept no donations from manufacturers. The company came to the HLAA

convention as a way to reach out to people with hearing loss who use hearing

aids because gathering hearing aid information is difficult and expensive,

and Consumer Reports wants to hear from wearers about their experiences.

" How to Hear Well in a Noisy World "

Many of you may have read the Consumer Reports article " How to Hear Well in

a Noisy World " , published in their June 23, 2009 issue. Tobie Sanger wrote

the article. She has a personal interest in hearing loss because her

daughter is deaf and has a cochlear implant. And Consumer Reports receives

a lot of mail about hearing aids, asking how to find the right brand, and

where to go to get it.

To gather the data featured in the article, 12 secret shoppers purchased 48

hearing aids over several months. The Consumer Reports lab tested features

on 44 hearing aids, and a survey was conducted among 1,100 hearing aid

purchasers. All the shoppers had a hearing loss and they were paired with

Consumer Reports staffers. The script was that the shopper was accompanied

by a relative or friend who would be paying for the device. Shoppers were

assigned to specific vendors and retailers, and they returned for at least

one follow-up visit.

Shopper feedback

Shopper-staff pairs provided feedback on their experiences, many sounding

like what we hear all the time in our NVRC outreach: the dispenser made the

hearing aid decision without taking any personal history; the vendor sold a

certain style of hearing aid without asking if the buyer wanted it; the

vendor was hurried and brisk, covering the basics too quickly. Shoppers

also experienced " the sell. " Discounts were offered if the purchase was

made by a certain date, offers were made for free batteries and 100% refunds

if the trial period was reduced from 45 to 30 days, and the top-of-the-line

aids were pushed before trying mid-level aids.

But there were some good experiences. These included having the dispenser

take as long as was needed and explain everything clearly, recommending the

lowest-level hearing aid, and exchanging a hearing aid when the shopper

complained about the quality.

Lab-testing after shopping

Audiologists used real-ear measurement and other tests to check the hearing

aids' fit. Two-thirds of the 48 aids purchased by the secret shoppers were

improperly fit. The audiologists also tested the various features like

directional microphones, feedback suppression, and telecoils.

Survey of hearing aid users

Of the 1,100 consumers who had purchased hearing aids in the past three

years, 73% were highly satisfied with their aids. However these users were

not acquainted with the features included in their hearing aids. Consumer

Reports found that 1/4 didn't know whether they had feedback suppression,

and 1/3 didn't know whether they had directional microphones. Of all the

areas they reported on, consumers gave the lowest marks to the choice and

selection offered, which was limited.

Hearing aid buying/trying advice

- The consumer should expect a provider with an audiology degree or

hearing-aid specialist certification. There should be a broad choice of

brands, styles and features. Clinic hours should be convenient, and repairs

available on a walk-in basis. Real-ear test should be performed. (Bonnie's

note: my audiologist explained to me that the real-ear measurement equipment

is extremely expensive which is why it isn't always available. She does not

have it but refers her patients to another audiologist who does.) Rehab

classes or therapy should be offered after fitting.

- As a consumer, you should focus on the features of the hearing aid, not

the brands. Ask about the telecoil, directional microphone, feedback

suppression, and residual amplification. Practice using the aids in

different environments and activities, and make sure you have follow-up

fittings as often as needed.

- Haggle! Of those surveyed who did bargain shop, 40% got a price cut.

Shopping for hearing aids in December produces better bargains because

dispensers aren't as busy. Go to more than one dispenser and make it known

that you are shopping around. Decline promotional extras if you don't need

them and ask for a price cut instead.

Audiologist response

Audiologists showed concern that the Consumer Reports research found they

weren't much better at fitting hearing aids than less-educated hearing

instrument specialists. They were also concerned that consumers were

confused about who had fitted their hearing aids. The good news is they're

more aware that they need to improve education of, and communication with,

consumers.

Consumer challenges

- It's not enjoyable to shop for hearing aids, and providers pressure you to

buy more hearing aid than you need.

- Many people can't afford hearing aids, and those who can might end up

spending too much.

- It can take so much time to adjust to wearing a hearing aid that many

consumers just give up.

- The fitting is as important as the hearing aid, but it's not easy to judge

the skill of the professional who does the fitting.

- It's hard to price shop because the price often includes service, and

service is often different among providers.

Why Consumer Reports doesn't test hearing aids more often

It's very expensive to do this kind of testing, and interest is limited.

Only 8% of Consumer Reports subscribers buy a new hearing aid each year, so

regular testing of the market wouldn't pay for itself.

So what's next?

At the moment, Consumer Reports is actively considering retailer ratings,

rating budget models of hearing aids, offering a features database with no

testing of these features, and offering an on-line hearing test. Consumer

Reports would like to hear from us! We can provide information about our

own product experiences, share our main concerns, and offer suggestions on

how to get this information to people who need it.

If you have comments you would like to share about your hearing aid

experience, send them to ratingscenter@....

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