Chime asked CES to conduct an independent review of its Hearing Aid Service (HAS) to make sure it was truly meeting the needs of its clients. They knew their service was making a difference, but they also knew there is always room to do better. The goal was to identify how well the service was working, understand what clients thought about it, and find opportunities for improvement. The Chime team also wanted to ensure that their service followed best practices in audiology care.
To get a full picture of how Chime's Hearing Aid Service was performing, we took a ‘mixed-methods’ approach that combined numerical data with real stories from people using and delivering the service.
Laying the Groundwork: First, we mapped out a clear plan for the review. We developed a Project Initiation Document (PID) to outline our goals, what was in and out of scope, and what we hoped to deliver. This helped set the direction and ensure everyone was on the same page from the start.
Listening to the Team: To understand the service, we needed to hear from the people who make it happen every day. We held a focus group with Chime's audiologists and one-on-one interviews with senior management. We wanted to understand their experiences, challenges, and ideas for making the service even better. We also ran a survey to capture quantitative data on how well the service was performing in key areas.
Hearing from the Clients and Professionals: To get the clients' perspective, we conducted a survey with service users and held a focus group with a selected group of HAS clients. This allowed us to dive deeper into their experiences, satisfaction, and suggestions for improvement. We also surveyed allied professionals, like area managers and information officers, to gather insights from those supporting the service more widely.
Finally, we brought together all the data – the numbers, the stories, and the insights – and compared them with best practices in audiology care. Our findings and recommendations were compiled into a final report in May 2024.
"I very much liked the way you have approached the history of Chime and the overall look and feel of the report, using colour and graphics to make it more “readable” and enjoyable to digest."
Sarah O'Sullivan, Chime HAS Manager.
In August 2024, we presented our findings to the Chime Board of Trustees, sharing a PowerPoint presentation and copies of a detailed report card evaluating Chime’s alignment with the best practice guidelines. This presentation created an opportunity for open dialogue about the next steps and strategies to implement our recommendations.
The review provided a comprehensive picture of Chime’s Hearing Aid Service, highlighting many aspects that were already working very well. The dedication and empathy of Chime's staff stood out as key strengths, with clients consistently valuing the personalised care and support they received.
The review also identified some opportunities for further enhancement, such as developing more robust feedback loops and refining internal processes. Based on these insights, Chime has committed to several key actions: implementing regular feedback mechanisms for clients and staff, improving internal documentation and procedures, and investing in ongoing training and professional development for their team. These steps are designed to maintain and build on the high standards of care that Chime is known for, ensuring even greater client satisfaction.
Importantly, the review underscored the strong foundation of trust that Chime has built with its clients and within its team. By continuing to foster a culture of empathy, openness, and continuous learning, Chime is well-positioned to uphold its client-centred, non-commercial ethos while adapting to a dynamic and competitive healthcare landscape.
The review has reaffirmed Chime’s commitment to excellence, with leadership and staff motivated to continue enhancing their services. The findings provide a roadmap for future growth, ensuring that Chime remains a leader in audiology services for Deaf and HoH individuals in Ireland.
You can find out more about Chime’s Hearing Aid Service here.
To speak to our team about this work contact us here
