# Longitudinal Insights from Blended Hearing Care: Service Modality Choices, Support Received, and Satisfaction Ratings

## TL;DR

This study examines how people use blended hearing care, showing that most attend in-person appointments, but virtual services have high satisfaction and flexibility.

## Contribution

The study provides the first real-world, longitudinal evidence on blended hearing care usage and satisfaction.

## Key findings

- Most individuals attended in-person appointments (75%), with 25% using virtual or hybrid services.
- Satisfaction ratings were highest for virtual services, and 49% of repeat HA buyers changed preferred sales channels over time.
- Unscheduled email and telephone support complemented all service modalities.

## Abstract

Background/Objectives: Sensorineural hearing loss (HL) is a highly prevalent chronic health condition. It can be managed through hearing care, including the use of hearing aids (HAs). Still, a majority of individuals with HL remain undiagnosed or untreated. Virtual care delivery may support uptake and adherence to interventions. In blended care, individuals can choose interchangeably between in-person and virtual services. This study aimed to investigate how real-world individuals accessed blended hearing care (through in-person, virtual, or hybrid services), the amount of support they received, and their satisfaction with services and products. Methods: An exploratory, retrospective analysis was performed on longitudinal observational data collected through Australia’s longest-running blended hearing care model. A total of 25,058 appointment records were available, matched to HA purchase records and clinical notes where possible, as well as 916 satisfaction ratings. Results: The majority of individuals attended in-person appointments (75%); 25% were virtual or hybrid appointments. The number of appointments attended depended on how HAs were purchased (in-person, virtually, or hybrid), but all modalities were complemented by ample unscheduled email and telephone support. Of those who purchased HAs repeatedly, 49% changed preferred sales channel (in-person versus virtual) over time. Satisfaction ratings were highest for virtual services. Conclusions: This first report of real-world, longitudinal evidence on blended hearing care showed strong attendance of in-person appointments, while hybrid services—including informal; unscheduled support—may have responded to individuals’ changing needs and preferences over time. The findings offer practice-based evidence for blended care models and recommendations for further research.