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COVID-19 Practice Support and Assistance

It is a top priority at Oticon to keep people safe by following local and federal health authorities recommendations to minimize the spread of the coronavirus. We realize you are monitoring the rapidly-evolving developments related to COVID-19 and their impact to your business, colleagues and patients. Below you will find information and resources to help you operate your practice and remain ready to respond during these turbulent times. Please bookmark this page - we will be updating it regularly.

Please contact us with any questions at 800.526.3921.

 

Oticon President, Gary Rosenblum supports your practice and patients' well‑being

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RemoteCare


Virtual Patient Appointments
Now it’s more important than ever to stay connected to your patients and help them navigate these unprecedented times. Oticon RemoteCare is a telehealth solution designed to help keep you connected to your patients.



Oticon RemoteCare Overview


Oticon RemoteCare lets you hold real-time virtual appointments with your patients. Using the program, you can chat and remotely adjust your patients’ hearing aids to keep them connected to the world around them.

To learn more about Oticon RemoteCare and how to prepare for a session, download our Quick Guide.

If you’re interested in using RemoteCare, please contact your Oticon Account Manager to set up an account at 800.526.3921.

 


 


Oticon RemoteCare — Getting Started


Oticon RemoteCare
Hearing care professionals today face a variety of challenges on the path to providing the best hearing care for their patients. Oticon RemoteCare is a tool that enables hearing care professionals to provide real-time, remote fine-tuning to their patients. In a RemoteCare webinar session, you will learn what you and your practice need to get started with Oticon RemoteCare. No CEU credit available.

Watch webinar now
RemoteCare patient communication resources 

 


 


Preparing Patients to Use Oticon RemoteCare


Patients will need to use the Oticon RemoteCare App that lets you hold a virtual appointment with your patients, where you can remotely adjust their hearing aids.

Visit the RemoteCare App patient resource page, to help guide your patients to get the support they need to prepare for their appointment, find troubleshooting tips, and read frequently asked questions. You can also download the instructions for use here should you wish to send it to your patient when they make their appointment with you.

 


 


First Fit with Oticon RemoteCare


Due to the current impact of COVID‑19, many health care providers have been faced with the need to assist patients remotely, when normally a face-to-face encounter is the most appropriate method to provide care. To continue to meet the demands of vital hearing care needs, we are expanding the scope of our telehealth solution Oticon RemoteCare to include the ability to conduct an initial fitting on a select group of patients meeting key criteria. With RemoteCare, select patients with valid audiograms can potentially be fit without the need for additional live interaction, allowing patients to stay safe at home.

Learn more
Read more about Oticon RemoteCare



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What Users Are Saying About Oticon RemoteCare

"In this unprecedented time of the COVID‑19 pandemic, RemoteCare allows us to help patients remotely at a time when they need it most. The interface is easy to use for both providers and patients." – Dr. Micheline Gauthier, AuD, CCC-A

"We have access to many of the features we would manipulate when patients are in the clinic, with minimal limitations. I was able to utilize the technology for 2 fittings in my office for experienced users who had already tried Oticon Opn S™ in a demonstration at the office earlier this year. We plan on following up with a RemoteCare visit in a couple of weeks for any adjustments necessary."
 

 

Product & Patient Support

 

Updated Product Terms & Conditions


To help with patients who cannot get into your office, we have temporarily updated our warranty and hearing aid terms.

  • Trial periods and Return for Credit privileges can be extended 60 days past the initial 90 days.
  • Warranties can be extended 60 days past the current expiration date.
  • Loss and Damage coverage will be extended 60 days past the current expiration date.


Please call Customer Service at 800.526.3921 so we can update our records.

 


 


Updated Repair Handling


We have changed our product repair and support to provide you with convenient and effective options to address your repairs.


Already submitted repair
  • For orders that are currently in house, please contact us to provide the new shipping address if you would like us to send the repair directly to your patient.
  • Repaired instruments can be sent directly to your patients if we have user settings.
  • If we cannot retrieve user settings from the instrument in for service, we will contact you to obtain them.

New repairs
  • For any new repair orders being sent in, be sure to include the user settings and shipping address with the order.
  • For assistance with digitally exporting the user settings, please contact Audiology Technical Support at 855.400.9762.

Patient repairs direct to Oticon
  • If you have a patient who needs to send in their repair directly to us, we can work with you and your patient to accommodate this request. Please email audiology@oticonusa.com for assistance with this process.


Please call Customer Service at 800.526.3921 so we can update our records.

We can either update the shipping address on your in-house orders or hold them based on your direction.
We want to do everything we can to help you continue to support your patients and their hearing care needs during this difficult time.


Repair handling for patients with COVID-19

While we are accepting repairs from patients who have tested positive for COVID-19, we kindly ask you to follow the safety and handling instructions we have outlined below. This will help protect the staff at Oticon as well as you and your colleagues.

  • Place ONLY the hearing aids in a small zip-lock plastic bag indicating “COVID-19 Confirmed” on the outside
  • Place any chargers and/or molds in separate zip-lock plastic bags also indicating “COVID-19 Confirmed” on each bag
  • Do not place the paperwork with the hearing aids inside their plastic bag. Keep the paperwork away from direct contact with products and add a comment in the notes field stating “COVID-19 Confirmed”
  • All products being returned for the positive-tested patient go into one UPS shipping bag along with the associated paperwork
  • On the outside of the UPS shipping bag write “COVID-19 Confirmed”
  • Do not include any other patient’s hearing aids or devices with the positive confirmed patient’s products

Products from positive confirmed patients will have longer than usual turnaround time.

Please call Customer Service at 800.526.3921 should you have any questions.

 


 


Pediatric Resources for Remote Learning


Oticon has a robust portfolio of pediatric product options for students getting ready to return to school, with advanced features for the classroom and remote learning environments. Oticon Opn Play™, Oticon Xceed Play and Oticon CROS offer solutions for many types of hearing loss, and when paired with a remote microphone accessory, they can help students start their '20-'21 school year off right in any educational setting.


Oticon Opn Play Brochure
Oticon Xceed Play Brochure
Oticon CROS Brochure


EduMic is great for 1-to-many wireless connectivity in the classroom setting. A 3.5 mm audio jack cable included with EduMic also allows students to easily stream audio from virtual classes on their computers and tablets directly to their Oticon hearing aids.

ConnectClip is perfect for 1-to-1 wireless connectivity for remote learning settings and on a computer.


For Teachers

Whether teaching in the classroom or from remote locations, the Oticon wireless microphone options allow students to learn better with solutions for 1-to-1 situations, or 1-to-many in classroom settings.

EduMic Classroom Compatibility Guide
ConnectClip Remote Microphone Guide
Remote Learning & Classroom Compatibility Quick Guide
EduMic and ConnectClip Troubleshooting Guide

For Parents

Success starts with the involvement from parents. Help your pediatric patients' parents by reviewing their Oticon product feature set. There are Quick Start Guides and instructional videos that can help.

Oticon Connectivity Guide for Home Use
ConnectClip Quick Start Guide
How to Care for Hearing aids
EduMic and ConnectClip Troubleshooting Guide


Visit the Oticon Video Library for "How-to" steps and hearing aid and accessory tips, including how to pair and appropriately wear devices.

 


 


Product Information


Important tips for cleaning hearing aids

Cleaning and maintenance of hearing aids is an important part of supporting your patients. Due to the coronavirus we have updated our guidelines on how to safely and effectively clean them.

Share these important steps with staff and patients

  • Wear gloves when cleaning hearing aids
  • When handling behind-the-ear hearing aids, clean the hearing aid surface with wet wipes that don’t contain alcohol. This is because they are coated with a hydrophobic coating that is sensitive to alcohol
  • For in-the-ear hearing aids, all kinds of wet wipes can be used for cleaning the hearing aids’ surface
  • An alternative to wet wipes is cleaning with a mild soap solution on a hard-twisted cotton cloth. Avoid using excess water that can enter the hearing aids
  • After cleaning, discard the gloves and wash your hands carefully with soap and water or with a suitable alcohol disinfectant
  • Let your cleaned hearing aids dry for a couple minutes 

 

COVID‑19 guidance document – cleaning of Oticon remote microphones

Users of remote microphone transmitters should take extra care when using remote microphones as it relates to COVID‑19. The below guide is intended to give you the information you need to clean the Oticon Amigo, ConnectClip and EduMic remote microphones.

COVID‑19 Guidance Document – Cleaning of Oticon Remote Microphones

COVID‑19 Guidance Document – Cleaning of Oticon Remote Microphones (Spanish)

COVID-19 Important Tips For Cleaning Hearing Aids (Spanish)

 


 


COVID-19 Safety at Oticon


At Oticon, we fully support health authorities in minimizing the spread of Coronavirus and are following local authority guidelines. Our Oticon Production facilities adhere to all CDC and OSHA guidelines regarding COVID 19, including but not limited to, proper protocols for social distancing and sanitizing.

 


 

Masks & Hearing Aid Tips


Hearing aid wearers need to take extra precautions when wearing masks.

Our new quick tip guide is a useful tool to share with patients and colleagues. It helps hearing aid wearers safely position their mask while retaining the proper fit of their hearing aids. There are several options that everyone of all ages can use.

We have also included helpful tips for communicating with hearing aid users wearing a mask. Everyone can benefit from these helpful hints.


Tips for Wearing Masks and Hearing Aids

 

 

Practice Support & Resources

Below you will find resources you need to stay productive and actively assisting patients along with tools and support to maintain your business health.

Financial Help


Coronavirus (COVID-19): Small Business Guidance & Loan Resources
The U.S. Small Business Administration has published a website that may help your practice manage through these difficult times. Health and government officials are working together to maintain the safety, security and health of the American people. Small businesses are encouraged to do their part to keep their employees, customers and themselves healthy.

Please consider these resources from the SBA to learn more about the assistance you may qualify to receive.

 


 


Legislative Resources


CARES Act
On March 27, the Coronavirus Aid, Relief, and Economic Security (CARES) Act, a comprehensive $2 trillion relief package in response to the COVID-19 pandemic, was signed into law. The CARES Act is the third round of federal government support in response to the COVID-19 public health crisis and resulting economic downturn, building on the $8.3 billion in public health support passed earlier in March and the Families First Coronavirus Response Act (FFCRA).

The CARES Act seeks to assist employees and employers, specifically providing two primary benefits – Keeping American Workers Paid and Employed Act and Assistance for American Workers, Families, and Businesses.

Overview of important CARES Act details


Learn more about the CARES Act and government assistance.

 


 


Oticon Virtual Training Options


You can continue your education in one of our virtual solutions. Contact your Oticon Account Manager or Training Specialist to sign up for a regional Oticon Virtual Classroom experience just as if you were attending a class in person or choose from recorded webinars hosted at Audiology Online at your convenience from your home 24/7. Be sure to schedule a Regional Audiology 1:1 Training session to go beyond the basics of Genie software or when you need help with a difficult fitting.

  • Call your local Account Manager or Training Specialist for the virtual session schedule in your area at 800-526-3921.
  • Visit AudiologyOnline to see the latest webinars now available, including our newest webinar, Oticon RemoteCare our state of the art telehealth solution so you can assist patients even from a distance.
  • Request a Regional Audiology Training 1:1 Session to go beyond the basics of Genie software or when you need help with a difficult fitting.

 



 


Webinars & Articles


Recently‑held live webinars were recorded and are available below to help support you and your practice if you were unable to attend live. Supplemental materials are also included for further reading.


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Medical, Surgical and Audiology Issues


Vice President of Academic Sciences at Oticon Inc. Dr. Douglas L. Beck AuD and special guest Dr. Eric Sargent MD, address multiple issues related to the medical management of various otological conditions seen in today’s practices.

Watch webinar

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Issues in Tinnitus Management


Vice President of Academic Sciences at Oticon, Inc. Dr. Douglas L. Beck AuD and special guest Dr. Tara Zaugg AuD, address issues related to tinnitus research, assessment and management tools and techniques.

Watch webinar
Additional Reading Materials

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Issues in Billing, Coding, Tele‑Health and More


Vice President of Academic Sciences at Oticon, Inc. Douglas L. Beck, AuD and special guest Dr. Deb Abel, AuD address multiple issues related to billing, coding, reimbursement, tele-health, bundling, itemizing, state and federal rules, regulations, laws and more.

Watch webinar
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Patient Centered Care and The Ida Institute


Vice President of Academic Sciences at Oticon, Inc. Douglas L. Beck, AuD and special guest Dr. Cherilee Rutherford, AuD address empathy, active listening, open‑ended questions, reflective conversations, the involvement of family and friends and shared decision making.

Watch webinar
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COVID‑19: The Impact of Personal Protective Equipment on Remote Microphones


David Gordey, AuD, PhD, Director of Pediatric Audiology and Research, recently hosted an international webinar where he discussed the latest findings and implications from the impact of the use of personal protective equipment on remote microphones particularly for our pediatric patient base.

Watch webinar
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COVID‑19: Infection Control Concerns and Answers


Vice President of Academic Sciences at Oticon, Inc. Douglas L. Beck, AuD and special guest A.U. Bankaitis, PhD, discuss how practices must consider revising their infection control strategies in the post COVID‑19 market. New CDC guidelines and disinfection practices for staff, packages and hearing instruments handled are also discussed.

Watch webinar
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All Things Audiology – Innovations Transforming Hearing Health Care


Vice President of Academic Sciences at Oticon Inc. Douglas L. Beck, AuD and special guest Brent Edwards, PhD explore topics such as OTCs, PSAPs, Direct to Consumers, Telehealth, emerging new delivery systems and products, market segmentation, amplification innovation, outcomes and more.

Watch webinar
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Medical and Surgical Issues for Audiology Patients


Join Vice President of Academic Sciences at Oticon Inc. Douglas L. Beck, AuD and special guest Lance Jackson, MD, as they discussed topics traversing otolaryngology, otology, neurotology, audiology and hearing aids including Otitis Media in Children, Myringotomy and PE Tubes, Cochlear Implants, Tympanoplasty, Acoustic Neuroma, Stapes Surgery and more.

Watch webinar
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COVID-19: Maximize Success with the Paycheck Protection Program (PPP) Loans


Join us with special guests from Certified Public Accountants Opsahl Dawson as they provide you with important recommendations for recording and tracking your Paycheck Protection Program expenses, so that you can be well prepared when the time comes to prove expenses to your bank.

Watch webinar
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COVID‑19: Addressing the Psychological Needs of Patients with Hearing & Listening Difficulty


Join Vice President of Academic Sciences at Oticon, Inc. Douglas L. Beck, AuD and special guest Michael A. Harvey, PhD, ABPP as they discuss the expected emotional and psychological needs of people with hearing and listening disorders while they cope with the COVID‑19 crisis. Dr. Harvey is a clinical psychologist and provides training and consultation on mental health issues having to do with hearing loss.

Watch webinar
Read more from Dr. Harvey courtesy of The Hearing Journal

 



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Tele-Audiology Solutions


Tele-Audiology solutions are a must for every Hearing Care Professional to expand their practice’s geographic reach. You can distinguish your practice as the source to serve those patients who are remote. Assist more patients to hear better while increasing efficiencies to grow your practice. Learn more about the several diagnostic options available from e3 Diagnostics to consider in addition to solutions from Oticon.


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GSI AMTAS™ as Part of Your Tele‑Audiology Support


GSI AMTAS (GSI Automated Method for Testing Auditory Sensitivity) is a proved patient‑directed evaluation tool that uses patented test methods to perform accurate, self-directed diagnostics and hearing screenings.

For over 10 years, GSI AMTAS equipment has proven to be a convenient diagnostic tool inside the practice, as well as remote locations. Simple on‑screen directions prompt the patient to respond to test stimuli during their session.

AMTAS provides enhanced efficiency for practices with limited appointment availability and who have increased demand to provide hearing screenings. AMTAS is a resource for clinicians to help manage their busy schedules and spend more time focused on patient care. It is a tool to assist the clinician, not replace their standard of care.



These three scenarios help illustrate how you can incorporate AMTAS into your practice:


  1. WALK‑IN PATIENTS:
    In a busy practice, AMTAS can help the clinician manage more than one patient at a time. Basic diagnostic testing can be completed with one patient using AMTAS while the clinician can tend to the needs of another patient.

  2. APPOINTMENTS ARE STREAMLINED:
    During annual re‑evaluations the clinician can get a patient started with AMTAS screenings, while they clean and check their hearing aids.

  3. PATIENT COUNSELING:
    Quality Indicators and the classification of audiometric findings give clinicians data to determine the most appropriate next steps in testing and follow up.


GSI AMTAS is ideal for use within the practice or for screening from the patient's home.

Available in two variations:

AMTAS Pro offers diagnostic air conduction, bone conduction and speech (SRT and WRS) testing with masking. This self‑directed test takes 15‑20 minutes. AMTAS Pro is operated through a computer connected to a compatible GSI Audiometer.


AMTAS Flex is tablet based and does not require an audiometer. It offers air conduction screening and threshold audiometry. The screening takes 1‑2 minutes. Threshold testing obtains pure tone results in 5‑10 minutes. The screening test displays a "pass" or "refer" at the completion of the test.


Tele‑audiology with AMTAS

GSI AMTAS is asynchronous, which is a store and forward technology that captures data remotely, stores results and forwards them to an audiologist for interpretation. Use GSI AMTAS to help expand your practice capabilities and see more patients in the office and from remote locations.


 

The information contained on this website is for informational purposes only and does not constitute legal advice or business advice. If you have any questions about any of the financial or legislative information, please consult with your attorney or financial advisor.

The information contained on this website for informational purposes only and does not constitute clinical or medical advice. If you have any questions about any of the information, please consult with a medical professional.