Less than 2 meters but

not touching

Less than 2 meters and touching

At door hand

sanitiser

Customer Journey Audiology

• Complete triage and record details in the COVID-19 Triage Form

• Confirm test type (Private, NHS, PRSI, MED CARD)

• Capture full customer details including email, mobile number and GDPR consent

• Tell the customer what to expect and what to bring/ take to the appointment

• Explain that we now complete a triage over the phone/online to ensure we make the visit as smooth and possible for every customer. This allows to be organized and limit any waiting times in store

• Arrange time for this to take place• Potentially direct customer to

Online screener if applicable based on triage

1. Booking

5. Hearing Assessment and Product Selection

2. RemoteCare Triage/Consult

4. Check-in

3. Meet & Greet

7. Aftercare

8. Assistive listening devices sales options

9. Consumable Accessory Sales

10. Purchase

6. Fitting

• Complete Audiology support

document form with the customer to determine next steps

• Input information into Sycle

• Colleague member stands at the

door to offer customers hand sanitiser upon entry

• Explain markings on floor (remind customers to keep a safe distance)

• Audiology patients taken directly to test room once registered

• Audiology patients taken directly to

test room once registered

Follow audiology essential guidance 1.7 document.

• The Audiologist will look to understand the customers needs. To do this a case history will be confirmed and further testing will take place:

• Otoscopy - Look in and around the ear to make sure there are no other medical conditions and it is safe to proceed

• Audiometry – Test the customers hearing to find the hearing threshold across all the main speech frequencies

• Recommendation – Discuss all the options available to meet the customer needs, including Hearing Aids and Assistive devices.

• Impressions – In some cases we will be required to take a mould of the ear to allow the correct instrument to be fitted

• All procedures will be recorded in the customer record on sycle• During the appointment the clinician must use their clinical judgement

on the best approach to meet the customer needs, this will include using amended procedures, including: Otoscopy, Pure Tone, Audiometry, Impressions, Recommendations, Hearing aid fitting and Teach

• Room must be cleared of all clutter and strict adherence to Infection control procedures must be implemented

• All equipment must be sanitised pre and post-test in line with infection control policy. Clinical waste and PPE must be disposed of in line with clinical waste policy

• To be completed remotely where possible• GHABP to be completed to support validation

for NHS customers

• Where possible, you should offer the appropriate

accessory as part of IMP• If the accessory is not held in stock or accessory

is sold after initial fitting, please advise the customer that the accessory will be sent to them via courier to setup at home after the initial fitting

• Also offer remote care should it be required to aid setup

• Ensure that the customer has a suitable supply

of consumables and they know which ones to re-order

• Inform customer that they can contact the store in future to arrange for replacements

• Replacement consumables should be prepared so a customer can collect them from the shop floor or should be sent in the post

• Wipe down card payment terminal before

presenting it to the customer • Take full payment • Wipe down card payment terminal after the

customer is done if payment is not contactless

Follow audiology essential guidance 1.7 document.

• Can be completed on the same day as the test but sometimes requires another appointment. During the appointment we will:

• Program the customers hearing aid to provide the correct amplification for their hearing impairment

• Fit the instrument to the customer and ensure comfort and clarity

• Connect any assistive devices such as remote controls, remote microphones, TV and phone devices if required

• Install any user apps on the phone if required• Teach the customer how to use, clean and maintain their

hearing aid• Advise on next steps, follow up and how to contact us for

support.• Impressions – In some cases we will be required to take a

mould of the ear to allow the correct instrument to be fitted• All procedures will be recorded in the customer record on sycle• During the appointment the clinician must use their clinical

judgement on the best approach to meet the customer needs, this will include using amended procedures

Hand

sanitiser

Frequent hand

washing

Wipe down of

equipment

Social distancing

Visor Gloves Face Mask Apron

Ensure the customer is assisted throughout

their journey

More than 2 meters, no

PPE