Listen Hear Edition 2 – Hidden Hearing company magazine

Listen Hear CFBH UPDATE

LUNA TURNS ONE!

Edition 2 | Q2 | 2022

CLINICIAN WELL-BEING AND BURNOUT MEN’S HEALTH – THE FACTS

COMPANY NEWSLETTER – CONFERENCE EDITION

Listen2Hear company magazine page Edition 2: Q2 2022

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Join us here

Contents 04 08 10 11 12 14 15 16 20 22 24 26

Staff message board Estates update Hidden Hearing Ambassadors New starters Campaign for Better Hearing Wax update from Jules OneRetail corner Webinars Clinician well-being Team spotlight – Marketing Men’s health Luna turns one

page 3

Just a few days to go until the 2022 Company Conference!

We can’t wait to see you there!

Staff message board

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en Hidd ars rst e p u S

Scotland has been cele some long service…

Sheila Josey – 5 years Nadia Shaikh – 5 years Steve Gibbs – 5 years Congratulations!

DAVID SHEPHERD IS CLIMBING MOUNT EVEREST!

David, HAD (South and West), is fundraising for Hearing Dogs for Deaf People, and would really appreciate your support. You can donate to his JustGiving page by clicking here.

LORRAINE GRAY – TRUCK PULL FUNDRAISER

Lorraine, Assistant Estate Manager, raised over £500 for the Ukraine relief effort by pulling an 18 tonne artic truck for 20 metres!

SPRING-CLEAN YOUR EMAIL INBOX

ebrating

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Now is the perfect time to clean up your mailbox and files on your local drive/OneDrive. When you make sure that old and irrelevant data is deleted, you also make sure that we stay compliant with data privacy regulations, namely the GDPR.

SAFEGUARDING A big thank you to all Dispensers, BCs, TAs, Customer Service and AQP teams who continue to do an amazing job safeguarding our clients on the front line.

There have been a number of safeguarding concerns raised in the past month where we have been able to get some much needed help to vulnerable clients and their families and to those at risk of abuse.

Thank you for making sure the date of birth is in the appropriate field on the records on DM and CMS and the GP details are up to date on CMS at every appointment; sometimes this is the only information we have to report our concerns forward. You are potentially saving lives by making sure this information is correct. Again, thank you!

We look forward to seeing you at the safeguarding stand at Conference. Pop by for sweeties.

GDPR TRAINING

Please can you complete your GDPR training if you haven’t already done it. This online training is mandatory.

We have a completion rate of 75% in the UK market.

To complete the training, please go to GDPR – Demant (fuseuniversal.com).

Of course, do not delete: • Emails/documents you actually still need • Anything that is important for the business for commercial, quality, regulatory, financial or legal reasons.

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Would you like to become a Hearing Aid Audiologist?

We wa you

Start dates: 3rd October 2022 and 9 Our 60-week work-based programme operates through a 10-week block release schedule and provides eligibility to apply to the Health and Care Professions Council (HCPC) to register as a Hearing Aid Dispenser.

Required qualifi

As a Trainee HAD, you will receive:

• IT skills

• Your current salary increasing on HCPC registration to £34,269 basic with Commission and Bonus (OTE £55k+)

• UK driving licence

• Fully funded training • Company car or car allowance (after achieving pre-reg status at 35 weeks) • Accommodation for residential weeks, allowance to contribute towards travel and meals • 20 days’ holiday (cannot be taken during the residential training) increasing to 25+BHs on registration.

• A minimum of 4 G equivalent which m

• Excellent commun

• Sales experience/ to targets

• Able to commit to of this will involve PM) for two blocks facility in Buxton, D

• Be available to sta 2023 with no plan

• A stable internet c without distraction training centre.

ant u!

9th January 2023

fications/skills and experience:

GCSE passes in grades A-C/ 9-4 or must include maths, English and science

nication skills

/Commerciality/Evidence of working

e and access to a car for the training period

a 60-week training course, a proportion being residential (Monday PM to Thursday s of 10 weeks at Hidden Hearing’s training Derbyshire

art on 3rd October 2022 or 9th January nned holidays during residential periods

connection and a space to work at home ns for times when you are not at the

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“The training is fantastic, the team really look after you and want you to succeed. You’ll come out the other side with so much knowledge and a rewarding career awaiting you. I would highly recommend anyone to take this course and become someone that can change people’s lives for the better.”

– Wayne Barrow, Trainee HAD For full details and to apply, please speak to your line manager in the first instance and then contact recruitment@hiddenhearing.co.uk Please note that the role of Hearing Aid Dispenser is subject to an Enhanced DBS Check.

Closing date: 15th July 2022

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Hove

Stockport

Ipswich

Southport

Salisbury

Hatch End

t

t

d

page 9

Estates update Completed refurbishments in Q2 – Hove, Ipswich, Salisbury, Stockport, Southport, Hatch End Q3 planned refurbs – Solihull, Leicester, Rugby, Kensington, Leigh-on-Sea

PLUS

St Albans (brand-new site), Hull (new town location)

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Hidden Hearing Ambassadors

(sales teams only) Earlier this year, the Ambassador role was introduced to the areas. Employees in each area were asked to nominate and subsequently elect one field HAD, one branch HAD and one BC to represent them. To ensure that the most appropriate representative was chosen, field dispensers voted for their field ambassador, branch dispensers for their branch ambassador and the BCs for their representative.

Ambassadors will stay in place for one year, after which the election process will be repeated.

The Ambassadors act as conduits for observations and feedback and also attend approximately one meeting per quarter.

If you are unsure who your Ambassador is, please ask your line manager

The first meeting will take place at the beginning of August 2022. At this meeting, the Ambassador will have the opportunity to feedback on topics raised by their colleagues, and Geoff and Ken will in turn share the company plans for the remainder of the year.

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New Starters

Please join us in welcoming the following to Hidden Hearing:

Sonny Saimbi Hasan Hussain Charlotte Burgess Becca Duncan Muzammil Nawaz

page 12

CFBH Tour 2022 kicked off in Scotland in June, and has got off to an amazing start…

In the spotlight – Barry Campbell with his client Mr Munro Mr Munro lives in a remote part of the Isle of Harris and was having trouble with his aids and needed an appointment. The next available appointment was going to be weeks and weeks, so we were due to send a service box. But the dispenser, BC and TA made arrangements for Barry to go one night after his clinic, Mr Munro decided to upgrade his aids and was fitted instantly with a pair of Oticon Mores.

The is a great example of excellent customer service and the benefits of being able to do instant fits to help customers hear better right there and then.

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…coming to a town near you soon!

Scotland

7th – 23rd June

North West

22nd June – 28th July & 9th to 21st August

South West 14th – 21st July Anglia

27th July – 5th August

North East

2nd – 5th August

South East

17th – 19th August

Wax update from Jules:

DIRECT WAX REVENUE GENERATED FOR QUARTER 2 WAS £322,330

Another quarter completed and the Ear Care Practitioner team continue to go from strength to strength. This is how the wax team have contributed to our overall business for the first six months of the year:

13,519

patients have booked a wax appointment since January 2022

we’ve seen and helped

12,351

of these

we’ve screened

we’ve referred

patients

of these

8,477

2,380

£578,816

direct revenue has been generated from wax appointments.

817

of the referred patients have never had a diagnostic hearing test with us before (and have no appointment in the dispenser diary).

These referred leads are really strong, converting from Test Appt. to Sale at 22.8% in comparison to all other leads, which convert at 17.2%. Equally, the leads from ECPs tend to have a higher order value as we have already built these patients’ trust and given them exceptional service.

From the patients we are referring to dispensers, there have been 223 aid sales, generating £769,269 revenue.

Average order value for sales from ECP referrals is £3,449.64 with an average £ per appointment of £942, compared to the company average of £531.

We have increased our prices from July. You should have all seen an email with the rationale behind this and the new pricing structure. August also brings some change for the ECP team. Diaries will be set up with block scheduling to maximise the number of appointments per day, we will be offering home visits in some locations where we feel there may be demand, and we have removed all canvassing days. Sadly, we have also reduced some of the clinics in visiting sites as they have not been profitable for us.

We continue to deliver exceptional service and are now averaging 30 five-star Trustpilot reviews every week. Whilst the ECP team will no longer have any canvassing time set out in their diary, they will continue to promote our service through their own social media pages and word of mouth.

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OneRetail corner BC TRAINERS We have recently recruited a team of BC Trainers who will be assisting the Superusers to deliver training to our new starters. The group have received their training from the Business Support team and are ready to begin; good luck to those who are yet to have their first trainee!

NEW RELEASES A reminder to keep an eye on the new releases learning plan where you can find out more details about any new features implemented in DM or POS; the next update will be shortly after Conference.

Recent updates include: • Direct Debit payment method for oneplan is visible in POS • Rescheduled appointment activity can be seen in DM • DM contact validation is active again We will issue an update regarding the July release when we know more – watch this space!

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LEARN As you are aware, LEARN has had a makeover, giving the site a more modern feel and making it even easier to access the content you need.

The LEARN community is constantly under review and therefore we would really appreciate your feedback to help us ensure it is meeting your needs; please send your feedback to sams@hiddenhearing.co.uk.

The recent May update has seen the following new features so please have a go and familiarise yourselves: • Improved search facility – this looks for key words in our learning material to give you the most accurate results. It’s also possible to press the “Back” button in your browser and this will take you back to your search results • Tagging facility – you can now tag a colleague in content you believe they will find useful; simply add a comment and type “@” followed by the name of the individual you would like to tag and they will receive a notification to view the content.

The team are looking forward to seeing you at the OneRetail conference exhibition stand; here you will be able to chat with the Superusers about any queries you have or get a head start and try out a new feature on our test system!

As always, if you have any OneRetail queries please contact the team at: oneretailsuperusers@hiddenhearing.co.uk

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Webinars

In Q3 and Q4 of this year we will begin a programme of employee webinars on some hot topics that we hope you will find useful...

Session One: W/C 18th July 2022 How can you manage the rising costs of living?

Session Two: W/C 17th Octo Financial Well

Pre-Retirement: Financial pl

Practical financial planning tips and ideas to help consumers meet the demands from higher prices

Helping employees review th commitments to plan and org aspire to.

» The factors causing prices to increase and how they may affect you

» Planning your retirement ne

» Managing debt and borrowing

» Developing a strategy to ach retirement income

» What you can do to improve your spending habits

» Income tax and additional al

» Effective ways to boost your income and save money

» Pension plan retirement opt

» Sources of relief and support

» Investment choices and con

Target audience – all ages

» How to obtain further help a Target audience – over 50s

We would like to continue to run sessions that you will find interesting, so if you have any suggestions as to what else you’d like to see covered please get in touch hr@hiddenhearing.co.uk. We look forward to hearing from you.

ober 2022 lbeing

lanning for the over 50s:

heir financial and personal ganise the retirement they

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Session Three: The Menopause Timing to be agreed (20 people max) This fun and engaging session aims to educate those who attend about the menopause. » To educate attendees as to what to expect when the menopause happens, in a fun and engaging way.

hieve your

» Everyone attending the session will leave with a plan of what their next steps might be whether they are managing others or going through menopause.

llowances

» Attendees leave with an understanding of how to support their own colleagues and families.

eeds

tions

nsiderations

and support

» To enable creative solutions as to how organisations might manage their people through menopause and how to offer the best support. Everyone is encouraged to play an equal part in their own wellbeing and anyone experiencing the menopause should be able to leave with a plan of next steps.

Sessions are interactive and participation is encouraged.

Target audience – women are everywhere so whether you are experiencing the menopause, want to find out more, or are living or working with someone experiencing the menopause, this session is for you!

Win a Garmin Vivofit 4 Activity Tracker!

We have two Trackers to give away. Come and find us on the Benefits stand at Conference and...

You can leave your tip on our well-being wall or, if you are not attending Conference, please send your tip to jdar@hiddenhearing.co.uk.

The winner will be picked at random.

The second way you can be in with a chance of winning is to simply sign in to your Aegon Pension account at retiready.co.uk.

Then, send a screenshot to benefits@hiddenhearing.co.uk to show you have signed in.

While you’re there, don’t forget to look at all the tools which will help you plan for your retirement!

CLOSING DATE IS FRIDAY 22 JULY 2022. GOOD LUCK! WINNERS WILL BE NOTIFIED BY EMAIL.

EASTER CHALLENGE

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Support Centre colleagues took part in an Easter Challenge in April.

This saw them hunting around Maidstone, following cryptic clues to get back to the office and then complete a Hidden Hearing quiz. Well done to the winning team, and all those who took part.

X

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The Ida Institute Tackles Clinician Well-Being and Burnout with a Free New Course Nærum, Denmark — The Ida Institute’s newest Learning Hall course, Clinician Well-being: The Science of Self-care, launches April 25, 2022. The four-part course addresses causes and remedies for such things as vicarious trauma, compassion fatigue, and burnout.

Hearing care professionals have the privilege of being part of their clients’ hearing care journeys. But sometimes, professionals inadvertently take on their clients’ distress over hearing challenges or other things discussed in appointments. On top of that, they face caseload challenges, business pressures, and environmental influences, which all add further stress. If clinicians are not aware and prepared, they are at risk of professional fatigue.

Self-care allows for better care of others

This course helps hearing care professionals exercise selfcare for their own well-being. It explores the various forms of professional fatigue: vicarious trauma, compassion fatigue, and burnout, and identifies their early warning signs. By the end of the course, learners will be able to develop their own professional fatigue warning scale, a self-care strategy, and a framework for debriefing within a clinical setting.

“This course looks specifically at the risks and remedies of professional fatigue in a hearing care setting.”

Article originally published: www.hearingtracker.com/press-releases/the-ida-institute-tackles-clinician-well-being-and-burnout.

Photo courtesy Ida Institute.

page 21

Ida’s Managing Director, Lise Lotte Bundesen, says: “While most of our resources focus on the needs of people with hearing loss, we know that burnout, stress, and other forms of professional fatigue are an ongoing concern for both employers and employees across industries. This course looks specifically at the risks and remedies of professional fatigue in a hearing care setting and gives clinicians the tools to evaluate their own needs and make self-care a part of their daily lives.

Because we can’t help others if we don’t first look after ourselves.”

To view Clinician Well-being and all the Learning Hall courses, create a free account on the Ida Website at: www.idainstitute.com/login/

The course is structured in four parts:

1. Risk factors for clinician well-being 2. Making empathy conscious 3. Tools and strategies of self-care 4. Debriefing in the clinical setting Clinician Well-being: The Science of Self-care is taught by Dr Dunay Schmulian, Director of Audiology at Princess Alexandra Hospital, Queensland, Australia. Schmulian is the former Chair of Wellness and Culture at the School of Health and Rehabilitation Sciences at the University of Queensland and a Women in STEMM Fellowship recipient. Her research focuses on the lived experience of patients and clinicians engaged in life-changing health conditions.

This course includes several knowledge checks, ethnographic videos, and a short exam at the end of each section. Passing all four exams enables learners to apply for CEU/CPD points with accrediting organisations.

Marketing team spotlight We want to give you more insight into the hard work that each individual department and team do across the company. Sometimes it can be difficult to understand exactly what other departments do on a day-today basis, and other times it’s just beneficial to put a face to the name (or email address!).

We’ll be focusing on a different department in each newsletter, starting with the Marketing Team.

DENISE CRANE MARKETING MANAGER CLAIRE ROBINSON MARKETING DIRECTOR CLFO@hiddenhearing.co.uk

DECR@hiddenhearing.co.uk

RYAN NEWMAN

AMY AH-KINE

COMMERCIAL ENHANCEMENT EXECUTIVE

HEAD OF DATABASE MARKETING

“My job is a combination of things inherited over a 25-year period!

I work with marketing, sales and call centres (internal and external) to help optimise the diaries and appointment levels, along with geographic/demographic analysis and mapping to help with location and area planning.”

RYNE@hiddenhearing.co.uk

“My role maximises customer retention and acquisition through automations and below the line (direct marketing, email, SMS and outbound) campaigns. I am also the GDPR representative in the UK market supporting all aspects of data collation and storage of our customer data.”

AYAK@hiddenhearing.co.uk

SAM MCCLEMENTS

SALLY BUCKLE

HEAD OF PERFORMANCE MARKETING

DIGITAL MARKETING MANAGER

“Leading the Performance Marketing Team, I’m responsible for the generation of all new leads coming in to HH, whether this is through press and offline channels, or through our growing digital channels.”

SATL@hiddenhearing.co.uk

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“I wear a few hats! As product manager for oneplan, I look at opportunities to drive sales.

I support brand management activity through PR and Campaign for Better Hearing, delivering our key messages to the public/media effectively, whilst also looking after our brand ambassadors.”

“I manage a wide range of digital marketing channels that generate leads that turn into appointments for the dispensers. I’m responsible for a team who support me in this goal and manage a range of websites.”

SABK@hiddenhearing.co.uk

r

K

PAIGE BROCKETT

KATIE BARDEN

SENIOR MARKETING EXECUTIVE

MARKETING ADMINISTRATOR

“My responsibilities include managing all of the marketing material for branches, managing the wax marketing channel, and organising company events and Campaign for Better Hearing.”

“I look after visiting sites, branch events, and am chief in charge of sending out many, many boxes of branch collateral from the Support Centre.”

PABC@hiddenhearing.co.uk

KTBD@hiddenhearing.co.uk

DONNA STACEY

DAVE FEEHAN

NICOLE DEAN

DATABASE MANAGER

DATA EXECUTIVE

DATA ENTRY EXECUTIVE

“I plan and execute email and direct mail campaigns for both customers and prospects. We use insights from the data and campaigns to develop and test future emails and direct mail campaigns to improve performance. I help build and monitor campaign automations using a multi-channel approach to maximise opportunities.”

“I create campaigns for existing customers and prospects for direct mail, email, SMS and outbound channels. This includes setting up campaigns, tracking activity codes and marketing lists, and identifying any issues and resolving any customer queries relating to OneRetail CRM.” DAFE@hiddenhearing.co.uk

“I input data we receive from prospects on the system.

I handle postal responses we receive, responses for possible appointments and from campaigns as well. I also make sure we have clean and accurate data in our system, as well as reviewing the data we have for our appointment cards before they’re sent out.”

NCDE@hiddenhearing.co.uk

DOTC@hiddenhearing.co.uk

PEJ MODJARRAD

JAMES POCOCK

HANNAH CLARE

PAID MEDIA EXECUTIVE

CONTENT WRITER

GRAPHIC DESIGNER

“I support Sally in driving leads to the website via digital advertising and ensuring the optimum customer journey when they reach the website, with the ultimate aim being to continually grow our pipeline of leads and their conversion.”

“I make sure that all customer-facing written material is consistent in terms of tone of voice and messaging. I help create customer emails, direct mail, webpages & blogs, social media posts, door drops, press ads and inserts, as well as leaflets and other printed material.”

“I’m the ‘brand police’!

I design and produce all marketing materials across the team for all channels both offline and online.

I also create all branded materials across the company, including branch collateral, stationery, Conference, etc, and this magazine!”

PEMJ@hiddenhearing.co.uk

JMPO@hiddenhearing.co.uk

HACL@hiddenhearing.co.uk

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Men’s health Men’s Health Week ran between 13–19 June.

While everyone can benefit from a healthier way of life, men have unique health needs separate from women. They may also find that there are not as many resources readily available until they have an official medical diagnosis.

Men’s Health Forum stresses the importance of getting a health MOT:

Men’s he the stats

4.4

Men live 4.4 years less than women

“While we've been focused on the pandemic, we've taken our eyes off other serious conditions.

We know early stage cancer diagnoses fell by a third in the first lockdown and that shortfall has continued. Macmillan reckon that around 50,000 of us have missed a cancer diagnosis during the pandemic. Prostate cancer diagnoses, for example, were down 29% between 2019 and 2020.

That's not because prostate cancer is getting rarer (it isn't), but because men weren't seeing their GPs to begin to get diagnosed. Indeed, male GP visits fell more than female visits. There were good reasons for this fall during lockdown but not now.

Meanwhile, NHS Health Checks, which should be offered to most people over 40, were paused during Covid. They should be being restarted (from April 2022).

All of this gives us even more reason to keep an eye on our own bodies and minds and give ourselves an MOT.” Time for your MOT | Men's Health Forum (menshealthforum.org.uk)

Men make up 56% of the workforce Globally, alcohol kills almost 6 times more men than women

Top 3 reasons for reduced lifespan

1 Cardiovascular disease 2 Suicide 3 Motor vehicle accidents

ealth – s:

11

The last 11 years will be in poor health

page 25

The 7 key numbers 150

Men should aim for 150 minutes of moderate physical activity a week

5

Aim to eat five portions of fruit or veg a day

75

75% of suicides (3 out of 4) are by men

Yet 94% of all workforce fatalities are men Only

30%

of a man’s overall health is detemined by his genetics

80%

of spinal cord injuries occur in young men

70%

of developmental and learning disabilities affect boys

37

A waist size of 37 inches or above puts you at increased risk of heart disease, diabetes and cancer

14

Maximum of 14 units of alcohol a week

120/80

Normal blood pressure

10

Cigarette smokers die 10 years younger on average than non-smokers

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Luna turns one!

Luna, the hearing dog who Hidden Hearing are sponsoring through her training, celebrated her first birthday on 10 June.

She has developed into a very lovable and clever puppy, says her volunteer.

“She is now much calmer in the house and knows what she is allowed and not allowed to do. She loves going on walks, is very enthusiastic when we practise with her and very keen to learn. Going to the park and playing with other dogs is her favourite thing to do as well as getting into muddy puddles and all sorts of water and streams. If there is mud on a field, Luna will find it and make sure I know about it!”

Luna has started to walk nicely on her lead and as she is growing up and getting bigger, she now sleeps in her big girl’s bed. Part of Luna’s training is getting her used to meeting different people and

animals and to experience different environments as she goes about her daily life with her volunteer.

She has met a has met a cat and was ok with it and seen cows and sheep on her walks.

She has learnt to ignore birds while she is on her lead, but they are still very fascinating creatures and sometimes Luna finds it challenging not to be distracted by them. Keeping her focus around distractions such as birds, food and bikes will be areas to concentrate on over the next few months.

Luna isn’t very keen on being at the vet’s, but she is making progress as her volunteer takes her to visit the waiting room once a week.

Daily Routine

“After her first meal she knows I am going out to do the school run.

She waits patiently for me to come back home and take her out for a walk. Then she has a nap, waking up ready for another adventure, we usually do a bit of training and games (she loves hide and seek with her toys). Then she has her dinner followed by another longer walk with me and my husband. After that she is tired and snoozes around us until it is bedtime and a bedtime biscuit!”

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Luna’s Training – Puppy Two Star

Luna successfully completed her Puppy Two Star award in March and has now moved to ‘secondary school’ where she is working on completing her Puppy Three Star. Part of Luna’s training has been to gradually introduce her to a variety of experiences, sounds, people, and animals. In the last six months, she has enjoyed lots of outings – to town and the shops, she’s been on a train and bus and visited her volunteer’s friends in London. She’s even completed a 7k run for charity at Blenheim Palace and finished in sixth place with her volunteer’s son!

Puppy Three Star

This is the stage where Luna’s training is focused on building on what she has already learnt in ‘primary school’ (Puppy Two Star). She knows what behaviour is expected of her and she is now given the opportunity to make the correct choices, rather than being told what to do.

Luna regularly attends the meet ups and classes for the hearing dog puppies in her area where she takes part in outdoor and indoor training and group walks. In class recently she started tape targeting / hand targeting which is the first step in learning how to alert her eventual deaf partner to important sounds. This is great preparation for her future sound work training which will take place in Puppy Four Star.

As Luna matures, she has become much more confident in towns and busy places and has improved with her impulse control; she has better recall while out and about, especially while playing with the other dogs.

“Luna is a cuddly affectionate bundle of fun, says her trainer. She is so pleased to see me when I turn up and has a lot of love to give. She is so good off lead and a real pleasure to walk. It is a joy to watch her confidence go from strength to strength out and about and I have no doubt she will make a wonderful companion to someone that needs her.”

What a busy six months Luna has had on her training journey and the next six months will be even more exciting as she continues with her lessons and encounters different experiences and busier environments as we approach a more normal summer. We look forward to letting you know how she is getting on in her next update in the autumn.

Our values

Life-changing hearing health

We apply a can-do attitude

We are team players

We create trust

We create innovative solutions