Hearing what matters: experiences of audiology services in Northumberland

Healthwatch Northumberland undertook a survey about audiology after hearing an increase in concerns.  They ran a survey to which 198 people responded.

Many people mentioned good staff as being a positive factor in what had worked well, and it was clear that for some, receiving hearing aids or repairs to hearing aids had made a huge difference to their life and wellbeing. Many had appreciated the postal service for replacement batteries and parts. 

However, most people giving feedback were dissatisfied with the service, particularly recent changes, mentioning the lack of local provision and the need to travel, in some cases very long distances, to access help and support. Many mentioned age, inability to travel and health concerns as being additional barriers. This is unsurprising given most audiology users are likely to be older adults. 

Many mentioned long waiting times to receive support and care and some told us about the negative impact that had on their wellbeing. 

Confusion about the audiology service is also evident including people not having a full understanding of what clinics are available and what services are provided in those clinics, as well as a lack of awareness of changes to the service and how to access help at various stages of hearing loss or receive follow on care. 

Some communities were more dissatisfied with the changes including those in North Northumberland and Morpeth, those aged 80 plus and those with sight loss and physical mobility issues. Hearing loss is more likely to negatively impact certain groups of people, such as those with dementia or with sight loss.