Steve Eagon is the Director of In-Clinic success at Unitron. In his role, he works directly with clinics to directly help them improve their patient experience. Steve and Jim have co-presented at multiple conferences, so we asked him to explain his approach towards building an improved patient experience.
As someone who is very patient-focused in the hearing care industry, what do you see as the most import focus points in building more patient-focused experiences in hearing care?
Hearing care professionals have a ton of knowledge at their fingertips—they have a great deal of education and experience in the field, and know a lot about hearing care. This is a great thing—except when it leads them to overcomplicate matters when they communicate to the patient about their hearing care.
This is a common symptom of the biggest customer experience issue in the hearing care profession today: hearing care professionals do what they think is best without looking through the patients’ eyes to really see their point of view. They’re projecting their own values onto the patient—you hear a lot of “I think the patient this” and “I was always taught that,” a lot of “I” statements. But you can’t truly help the patient until you’ve stepped outside that mindset, and started seeing things through the lens of the patient. Read more