Audiological Services

Official Response from Audiological Services:

“Thank you for your feedback. We take customer service very seriously and we would like to address your review of our practice. Appointments in my office are required, and if patients "drop in", they can either schedule an appointment or leave the hearing aid(s) with a detailed description, and they will be contacted within 24 hours. Appointments for ENT visits are made by one receptionist; those for audiology services are made by another receptionist. With respect to the situation in question, the patient obtained a hearing aid in 2009 and was never seen for follow-up beyond the trial period. It is highly atypical for patients to not need some service in a 10-year period, so it is hoped that the patient saw someone else for his hearing health care. Additionally, it is possible that this hearing aid is no longer manufactured. It is regrettable that there was no appointment on record. Appointments are booked in the computer with demographics as well as recorded in an appointment book with name and reason for visit. On the day in question, a full afternoon of patients had scheduled appointments, and it would have been unfair to have them wait while someone was worked in. For the record, the hearing aid could not have been reprogrammed since the patient had not had an audiological evaluation since 2009. It would be unethical to make programming changes without first doing a complete hearing test, so the appointment could not have been done in 5 minutes as indicated in the complaint. The ENT receptionist does not make audiology appointments--only the audiology receptionist. It is inappropriate to accuse anyone of not being compassionate when the patient has not been seen in 10 years. A letter apologizing for the miscommunication and offering to schedule another appointment has been sent, and it is understandable that no response to that communication has been received. If the patient or his wife will contact the office with a specific hearing aid manufacturer's name, they can be given the toll free number, and that company can put them in touch with an audiologist in their area. It is hoped that the patient soon finds someone who can assist in his hearing health care. Sincerely, Glenn Waguespack, M.S. ”