Frequently Asked Questions from Providers
to the AUDIENT Program

1) Are dispensers and audiologists both welcome to joint the AUDIENT Program alliance?

The AUDIENT Program alliance is open to any provider who:

a) is licensed to dispense hearing aids in his/her location, and
b) is willing to provide all the services in the AUDIENT Program model.

Providers in the AUDIENT Program alliance network will agree to provide comprehensive hearing health care, including an audiological assessment and diagnostic examination, treatment planning, and determination of clinical candidacy for the digital hearing aids, fitting and dispensing ear molds, providing the hearing aid fitting service and three follow up aural rehabilitation visits to patients.

We are also asking that you administer the IOI-HA outcome measure questionnaire, which can be easily done at the end of the trial period. You will receive the questionnaire form with the signoff document. You will receive payment for your services when both of these documents have been received. You can simply fax or mail the completed forms to us, and we will collect and monitor the data as part of our service.

The primary purpose of the AUDIENT program is to make sure that income-qualified individuals receive service, and so it only makes sense to make use of any qualified provider who is interested and can reach the targeted population.

2) What are your marketing plans? What methods do you plan to use to target low-income populations?

Providers in the AUDIENT Alliance benefit from strong partnerships and joint marketing programs with world class suppliers and professional organizations such as Oticon, Phonak, Siemens, Widex, Westone, and Precision Laboratories. In addition to these partnerships, information about AUDIENT is being communicated through ASHA, AAA, Area Agencies on Aging, AGBell, Hearing Loss Association of America, (HLAA), Sertoma, Lions Clubs, Vanderbilt University, University of Washington, other prominent academic institutions, and many other stakeholders that share our goal of expanding access to affordable hearing care for low income persons.

3) Does the AUDIENT Program billing breakdown for hearing aids and services constitute price-fixing?

AUDIENT program providers are asked to participate voluntarily. They are not asked to sign a contract for exclusivity. The provider has control over choosing with whom they work.

4) Will the provider get some credit (fee) for service during trial period if hearing aid is returned?

In order to comply with local regulations in the many states in which the AUDIENT Provider Partners practice, the total cost paid by the AUDIENT patient for the hearing aids and professional services accessed through AUDIENT Provider Partners - will be refunded to the AUDIENT Patient if the hearing aids are returned to the AUDIENT Hearing Care Provider in good condition before the end of the 30-day trial period. Provider will waive fees.

5) Who absorbs shipping costs on returns?

Hearing aids which are returned to the AUDIENT Hearing Care Provider in good condition before the end of the 30-day trial period will be sent by the provider directly to the hearing aid supplier at no charge to the Hearing Care Provider.

6) When will payment be made to the provider for all services?

Payment to providers will be made after a patient signs off on satisfaction with hearing aid, and completes outcome measure survey (e.g. IOI-HA), and both signoff and survey forms have been faxed in and received.

7) Who has joined up as providers? Can I speak to an AUDIENT program provider?

The AUDIENT program has providers across the US. These providers are not posted on this public website to respect their privacy and avoid unwelcome contacts. If you have a specific question to ask of another provider in the network, we can facilitate the discussion privately.

8) Will the AUDIENT Program operate outside the US?

The AUDIENT program is starting in the United States, but will expand to developing countries in the future. It is the vision of the Northwest Lions Foundation for Sight & Hearing to be a global leader of sight and hearing services providing humanitarian benefit.

9) Who are the hearing aid suppliers and what models are available?

Oticon US is the first supplier of hearing aids, and they have offered to provide the digital GO BTE as the first hearing aid in the program. Other suppliers are now providing hearing aids through the the AUDIENT program including Phonak, Siemens and Widex.

10) How much do the hearing aids and hearing care cost the patient?

AUDIENT is expanding the list of hearing aids available to Income Qualified Participants and AUDIENT will continue to update this list as the program grows. As new hearing aids are added, the cost to the Income Qualified Participants will differ. Authorization to order hearing aids is given to the provider for the specific model that the provider has indicated in the recommendation. A change in recommendation requires a new authorization from AUDIENT. Thank you for your cooperation.

Oticon, Phonak, Siemens, and Widex are making a significant gesture of support to the AUDIENT program by allowing income qualified patients to enjoy their products at a reduced cost. Please contact AUDIENT Program Services at 1-877-AUDIENT (283-4368) for AUDIENT fees.

Total Audient Fee* includes fitting fee, earmolds, hearing aids, shipping and handling, one or two year manufacturers limited warranty.**

* AUDIENT fees, prices and costs subject to change without advanced notice.

** The manufacturer's limited warranty period covers damage and onetime loss. The payment of a $200 processing fee for each replacement hearing aid will be the AUDIENT participant’s responsibility. Additionally, AUDIENT participant is responsible to pay for any provider related expenses pertaining to dispensing the replacement hearing aids. Those expenses, if any, will be billed directly to the AUDIENT participant by the AUDIENT provider.

Any excess reserves generated from this program will be directed back into the charitable global mission of the NLFSH. The fitting fees do not include the cost of a hearing assessment. This may be charged to the patient, Medicaid, or the insurer separately or you may choose to waive this fee at your discretion.

11) Is there a product warranty?

The supplier provides the minimum of a one year limited manufacturer’s warranty which covers repairs and onetime loss. The AUDIENT patient will be responsible for payment of the shipping charges and a $200 processing fee for each replacement hearing aid.

12) Will there be other suppliers/models available in future?

We welcome any supplier interested in supporting the AUDIENT program to contact us for potential participation.

13) What kind of input will providers have (and how will they have it) in terms of improvements to the process, additional hearing aids to be added to the list of available products, etc?

Providers in the alliance should feel free to comment on all aspects of our process, including alternative hearing aids that they think would be especially useful for the population. Actual decisions about what becomes part of the program are of course always reserved for AUDIENT program management.

We have a global mission as well, and it will be very important to gain provider insight when we begin to expand internationally. In developing countries, "on the ground" NGOs are encouraged to lead in decision making with partners.

14) How did you come up with the fitting fees? Will there be any leeway (i.e. can I charge a higher or lower fee?)

After months of discussions with providers in many diverse settings we determined these fees to be the most sustainable. We realize they do not cover the cost of the services provided, but they do cover some of the costs for time and effort on the part of the provider. They will remain fixed, but will be reviewed periodically.

The fees are a maximum that we will be collecting from the patient. If the providers want to charge less, we can accommodate their charitable wishes, and will collect less than the fixed amount. Some providers have offered to donate their time, and that is acceptable as well.

15) What will you do with the outcome measure data you will collect?

The data collected from the IOI-HA outcome measures survey will help us to estimate (quantify) the patient benefit and allow us to monitor the quality of products and services. Data could also be used for publication on social impact of the program and heighten the awareness of the program benefits nationally and internationally.

Another opportunity exists to use the data to create an online data base for interested parties. Providers could use the data in presentations similar to MarkeTrak data. The AUDIENT program database will be updated with outcomes data as it comes in from providers.

This data reflects an interest in whether product choices and service quality are meeting program standards and if we are meeting program objectives. Overall the push to outcome measures provides reassurances to both providers and patients that there is an interest in how this is working and that adjustments are made accordingly.

16) The price of binaural BTEs and fitting is still pretty steep, starting at approximately $1,300. Do you realistically expect that low-income persons will be able to pay it?

We need to establish a starting point, and this is that point. Those that have limited ability or no ability can presently be treated through the Lions hearing aid banks around the country. The market served by the AUDIENT program is slightly above these other low or no income populations.

Last updated July 23, 2008