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Oticon Medical Because Sound Matters -November 2021

Questions to Ask Patients with Ponto 5 Mini Connectivity Issues

Courtney Smith, MA, CCC-A, FAAA

April 18, 2022

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Question

Your Ponto 5 Mini patient comes in with connectivity issues. Where do you start? What questions do you ask patients?

Answer

Getting the right information we need from patients to solve connectivity issues is part of the challenge we face. Patients will come in and say “this isn’t working”or “I don’t hear anything” or “my phone doesn’t work” But what does that actually mean? Good, probing questions lead to a good conversation between patient and clinician that can expose other needs and conversations and also spark trust and curiosity in the patient/clinician relationship.

Let’s talk about the questions that we can start with when interviewing our patient about their Bluetooth issue. Sometimes as we’ve mentioned, the right questions will lead us to the right answer faster and we can solve the problem with greater ease and with less frustration from the patient. Where do we start this interview of our patient and why do the questions we ask matter?

Here are some complaints we might be presented with:

  • Connection Issues:

    • Your patient may struggle with the connection itself.
      • To their smartphone
      • To accessories
      • To the Oticon ON App
  • Lack of comfort with Bluetooth connectivity:

    • Your patient might not understand how to connect or may have thought they connected an accessory but didn’t give it time to complete.
    • Your patient may have lost their patience with Bluetooth in general or may not have a clear understanding of how Bluetooth works.
  • Difficulty manipulating accessories
  • Sound quality issues

Probing Questions: 

  • Can you describe the problem?
  • When did you first notice the problem?
  • Does it occur all the time?
  • If not, in what situations do you notice the issue?
  • Is your Ponto processor functioning normally other than the situation you are describing?
  • Are your other accessories working?
  • When was your last audiogram or BC In-situ measurement?


courtney smith

Courtney Smith, MA, CCC-A, FAAA

Courtney Smith is a clinical audiologist with 18 years of clinical experience in hearing aids, cochlear implants, and bone-anchored hearing device solutions working in both medical and private practice settings.  She joined Oticon Medical as their Clinical Trainer in October of 2021. She completed her graduate training at the University of Iowa in 2003.


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