Dr. Resnick has 15 years in the business. He knows the NY Audiologist community and keeps in touch through through conferences (AAA), manufacturer seminars/trainings, local groups and associations (the Hearing Care of NY).
The manufacturer seminars are valuable because they help keep up to date with latest technology. Also, they provide a social aspect.
The challenge
Keep up to date with what all the manufacturers are up to. Specially sifting through all the propaganda and then all the new technologies coming out. What is hard is to keep up with the six or so manufacturers that I deal with (Phonak, Widex, Siemens, Oticon and Resound to a lesser degree).
'I can't fit the products of all the manufacturers as I can only spread myself so thin'
'I'm keen on technology, but other audiologists –specially older ones– can't or don't want to keep up so they fit what they know.'
On product naming
It is difficult to remember all the names of even one manufacturer. What helps is to have different levels of technology (Premium, business, etc) with different form factors. So you now that a BTE 901 offers more features (and costs more) than a 701 or 501.
Phonak is particularly bad with names. Is the Certena a mid level or a high level?!
Starkey have a useful naming strategy. Names contain the number and a descriptor (Wy or X). Phonak is becoming better with names, but still have too many names.
On the relationship with the manufacturer
My relationship tends to be more with the manufacturer than with the rep. Good manufacturers have well trained people, but I've been in embarrassing situations where a company rep knows less on a new product than I do, or can't answer my questions. Also, reps change so I can't form long term relationships with them. Also, I have situations where the rep hasn't called me for a year… so why should I call him/her?
Having said that, I do have a very good relationship with the Widex company rep who has been in the business for a very long time. He is great guy, knows the company and products well.
What is important to me is that when I need an answer quickly I can pick up the phone and get the answer there and then. Having to wait, with the client there, is a painful experience.
I don't need to have a close relationship with the rep. I just need to know the company is well managed and can attend to my needs.
On keeping up with manufacturers updates
Usually, we get big mail-outs for new company information, but it is painful to see how much effort has been put into the launch packaging when all that we audiologist want are the CD with software, the sample hearing aid and a few technical information sheets (which are mostly online).
I do like to get information in the mail, but not as much of it. Also I love the chocolates they put in the box.
Manufacturer seminars are very useful.
On what the manufacturers could do more of
I wish they did more B2C communication to educate and create awareness. However, the communication should not try to bamboozle them or set unrealistic expectations.
On shortlisting devices for the patient
Fitting software is important. I use a DB of products called NOAH. This platform contains all the products for all the manufacturers and together with the patient's file it shortlist the most relevant devices. Noah takes into account patient's info such as hearing loss to base the recommendations shortlisted.
It also stores patient information which can then be accessed to verify what manufacture technology a patient has been on.
Dr. Resnick fits patients based on fitting ran features and audiological needs.
On fitting
There are so many variables that affect the satisfaction with a hearing aid – not all of it hinges on the device itself. Two patients with the exact condition and exact device may actually get a different result and levels of satisfaction.
A lot of the success of a hearing device is related to the level of confidence and comfort a patient has with their audiologist. Trust is key.
It is important to address expectations. The audiologist is not fixing the underlying problem (damaged middle ear or sensory hearing cells). Patients don't understand that the audiologist is not fixing the underlying pathology.
The audiologist as people
Dr. Resnick teaches Audiology and one of the key points he makes is that Audiology sits between an art and a science. You need to be good at both.
'We are not surgeons and we are not psychotherapists, but we are somewhere in the middle'. Psychology plays an important role. 'We are in the business of providing something people don't want. You have to learn to deal with that in a certain way'.
'I hardly ever get patients coming in excited to get hearing aids.' However, what make my job incredibly rewarding are the success stories (changed my life, etc).
Dr. Resnick got into Audiology through being a musician. He did music for 10 years and then looked into Speech Language Pathology and then fell into Audiology then.
He gets to work with some of the big name acts to get an impression. He served Lauryn Hill for example last month. A lot of Audiologists are musicians.
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