Listening and Communication Enhancement

1. Listening and Communication Enhancement

2. LACE Agenda How Auditory Training (AT) changes the hearing aid practice LACE: how it works; results it produces Three ways to provide LACE training Using Neurotone Pro Automated Patient Email Service LACE scoring and patient counseling

3. AT Can Provide a Competitive Advantage • Total solution: optimize patient’s ability to communicate through a combination of • Amplification + • Retraining the brain to listen • Sets you apart from your competitors - you are providing a full rehabilitative service, not just selling hearing aids. • Use of AT generates positive word of mouth. One satisfied customer can generate thousands in revenue by referring others.

4. Listening and Communication Enhancement • LACE is an interactive, adaptive auditory training program designed for home or in-clinic use on computer or DVD player • LACE enhances cognitive and listening skills and strategies in adults • LACE connects patient to practitioner over secure HIPAA-compliant web link (computer) • LACE addresses: • » Speech Intelligibility in noise • Mental speed of processing • Auditory working memory • » Communication Strategies • » Hearing Aid Acclimatization

5. Hearing is one thing -- listening is another You hear with your ears -- but you listen with your brain.

6. LACE Objectives • Provide a cost-effective AR system • Move patient from passive to active • Build patient confidence • Provide the patient with communication strategies • Change relationship from negative to positive • Reduce returns for credit • Reduce unnecessary patient visits

7. LACE Results • Average QuickSIN improvements: • 3.2dB after 10 sessions (82% of the 20-session gain) • 3.9 dB after 20 sessions • Patients with highest degrees of pre-fitting handicap showed greatest improvements after LACE program • Martin Audiology (5 clinics): RFC from 13% to 3% (650). LACE compliance now 85%. • 3-clinic Bay Area practice: RFC from 20% to 2% in 3 months • Hearing & Balance Lab: “Commitment Form” drives LACE compliance to 86%

8. Now is a good time for… • a DEMO!

9. LACE Practitioner Success Stories Go to: http://www.neurotone.com/lace-success-stories.html

10. Take Home Message - Compliance is Key Audiologist Compliance • Training • Changing habits is never easy! • Required part of clinical protocol • Even patients with high degrees of handicap are required to complete the program Patient Compliance • Keep the presentation simple; first 10 sessions are mandatory. Give them the LACE brochure on day of sale. • Multiple ways to provide LACE; pick the one that’s optimum for the particular clinic situation and patient.

11. Three Ways to Provide LACE First 10 sessions are mandatory -- patient encouraged to complete 2nd 10 sessions on their own. • LACE CE -- all sessions done in the clinic. May utilize LACE Coach. • First session in clinic on day of fitting using LACE CE; the rest at home on computer using LACE HE. • Orientation in clinic on day of fitting using DVD player; 10 sessions at home on DVD player. Patient is tested on day of fitting using CE; then has 2 follow-up tests on CE after 1st 5 and 2nd 5 DVD sessions.

12. LACE Training Delivery Options LACE 4 CE (Clinic Edition) Clinic-based training LACE 4 HE (Home Edition) Home-based training New LACE 4 registration mobility: Enables transition from clinic-based to home-based training. +

13. Marketing Tools Increase Patient Awareness • LACE brochure with point-of-sale display - explains LACE and creates interest • LACE poster communicates the message • Downloadable patient orientation demo • Downloadable video clips

14. What we have done for your patients • DVD version for non-computer users • Clinic Edition Testing Module • New Schedule designed to reduce fatigue • Illustrated Helpful Hints and Communication Strategies • Peer group testimonials motivate usage

15. Using Neurotone Pro • Create your Neurotone Pro login • Download LACE demo • Dispense LACE to the patient • Set up Automated Patient Email System • Use graphical patient records for monitoring performance and counseling

21. Summary • LACE can cause a fundamental and positive change in your hearing aid dispensing business: • Greater patient satisfaction • Significantly lower returns • Positive word-of-mouth and more referral business. • The key is compliance: first by you and then by your patients. • Changing human habits is difficult, so implementing LACE takes a serious commitment on your part. • We are here to help you every step of the way. • The rest is up to you.