Starkey

Navigating COVID-19 (Coronavirus)

Professional Insights from Sheryl Figliano, Au.D.

As hearing healthcare providers begin to reopen their doors, amid lingering uncertainty brought on by the COVID-19 pandemic, we’re asking them to share their key learnings with us. Sheryl Figliano, Au.D, answers our questions and shares valuable insights below.


Q: What have you seen, as you’ve begun to reopen your doors?

A: We started with a soft opening a few weeks ago. After being closed for 50 days, we brought back a skeleton crew. I was concerned that, following the best February we’d ever had and with shelves full of hearing aids, people would cancel their orders. I found the opposite happened. When we started reaching out to patients, they wanted the first appointment available. People couldn’t wait to get their hearing aids.

We’ve found that, during the COVID-19 pandemic, many people have been made acutely aware of their hearing loss. Face masks, social distancing and virtual meetings have made them realize how much they need help, even with mild hearing loss, so patients are reaching out.


Q: How are you going about seeing patients?

A: We bring patients in one at a time. We have only two chairs in the waiting room. Our door is locked with a sign on the door to direct traffic.

We’ve also started supply pick-up days. Each patient is assigned a 15-minute time slot. The schedule is taped to the outside of the front door. They pre-pay by credit card before their appointment. Before the pandemic, we couldn’t get patients to pre-pay by credit card. Now, they love it. We’ll continue to do the supply pick-up, even after social distancing lifts.

We’ve also started doing curb-side appointments. We wear PPE face shields when engaging with the patients. They love that you’re going the extra mile. It also cuts down on time spent chit-chatting inside the office, as well as cleaning services, which creates time efficiencies. Overall, it’s been a very positive experience, and we’ll continue to do curbside, even after the pandemic is over.


Q: Have you been using Telehealth? How are you now incorporating it into your practice?

A: While telehealth features, like Hearing Care Anywhere, have been around for several years, our practice has been too busy to invest the time necessary to become truly proficient. During the shutdown, we had time to learn. Patients love it. They’re so happy to see you in a virtual meeting. Plus, they think you’re state of the art. Going forward, we’re going to be putting this into our routine and regular schedule, to cut down on foot traffic in office and maintain those efficiencies.


Q: Any advice for people just now opening again?

A: You got this. While I know it’s difficult, you have stay positive. The first day you bring your staff back in, they will not be as productive as they typically are. It’s like school being closed all summer. From day one, your staff needs you to lead the way and give them positivity. I had our staff watch an infection control video, so it was fresh in their minds. They felt more comfortable. I had them take a quiz, as documentation of our infection control training.

Yes, there will be challenges. For instance, sourcing gloves, masks and face shields may be difficult, because there are shortages of those kinds of supplies. You’ll need to think outside the box in many situations. But you’ll find a way. It’s so much easier than you thought it was going to be.