Independent Review of Audiology Services in Scotland

Public engagement exercise – survey of service users

The Reference Group’s role in the Review was to provide the lived-experience perspective of those who use audiology services, as opposed to those who deliver them.

The Scottish Government CNOD commissioned the ALLIANCE to conduct the public and professional engagement work (2). Views were sought from patients, parents/carers, families, colleagues in health, education and social care, and third-sector organisations.

Many of the insights and asks of respondents flow through the work of the Quality Assurance, Education and Training, and Structure, Governance and Leadership Sub-Groups, and are addressed in the various recommendations included in this report. However, the Reference Group wished to highlight and emphasise the following points to ensure they are at the forefront of any future work;

• A patient-centred approach is crucial in audiology; audiology requires more than just clinical understanding.
• The “customer service” aspect of audiology manifests itself in: good communication skills; strong deaf awareness; empowering patients; encouraging self-management; quickly addressing and responding to needs; considering the social impact of hearing loss.
• When dealing with babies and children, it is crucial that parents/carers are believed in the first instance; i.e. assume a child has some form of hearing loss until proven otherwise. The same is true of young people and adults who can represent themselves.
• Collaboration and multidisciplinary working is key to good audiological outcomes. This collaboration may be with colleagues from education, social care, other healthcare professions or third-sector organisations.
• Audiology cannot and should not work in isolation. There are many policies, legislative requirements and pieces of work already underway which can apply to audiology or with which audiology can integrate.