Annual Report - Outcome 7: Hearing Services > Part 1 Outcome Performance Report

Major Achievements

Assisted client access to the latest hearing aid technology through the review of device specifications.
In 2006–07, 5,817 Indigenous Australians accessed hearing services compared to 3,926 in 2005–06. There has been an improved uptake of the extended eligibility initiative, with 2,048 Indigenous people accessing these services in 2006–07 compared to 501 in 2005–06.
Clarified and streamlined regulatory roles of the professional associations and the Department.

Challenge

Lower than expected usage rate of hearing devices by clients. Only 56 per cent of clients responding to a departmental survey used their hearing device for five or more hours per day.

Key Strategic Directions for 2006–07

Delivery of Hearing Services through the Hearing Services Program Voucher System

The Department issued vouchers for eligible clients to access hearing services and devices from the provider of their choice, through the Hearing Services Program. In 2006–07, 213,377, vouchers were issued. This represents a 4.4 per cent increase on 2005–06. The number of clients who have benefited from services provided in the Hearing Services Program also increased by 4.1 per cent from 461,976 in 2005–06 to 480,728 in 2006–07. This includes 442,909 voucher clients and 37,819 community service obligations clients.

Addressing Low Usage Rates

Data from the 2005–06 Office of Hearing Services Client Satisfaction Survey identified a usage of 56 per cent of clients who used their hearing aids for five or more hours per day. Although the voucher system has been successful in providing clients with access to hearing services, usage rates have potential for improvement.

During the year, the Department, in conjunction with the Hearing Services Consultative Committee commenced considering ways in which to improve the usage rate of devices, so people will be more likely to use them to their full potential.
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Quality Hearing Services Provided to Special Needs Clients

A particular focus in 2006–07 was to ensure that a high standard of service was maintained for eligible special needs clients under the Community Service Obligation component of the program. These services were provided to children, eligible Aboriginal and Torres Strait Islander people and eligible adults with very complex hearing needs. The Community Service Obligation program is delivered by Australian Hearing under a Memorandum of Understanding with the Department. A mid-term review of the Memorandum of Understanding identified the need to work towards better reporting to enable improved assessment of the services delivered against the agreed quality standards.

Australian Hearing delivered services to 37,819 clients this year compared to 37,021 in 2005–06.

Improved Hearing Device Specification

In 2006–07 the Department undertook a mid term review of its Deed of Standing Offer with manufacturers. The review recommended improved specifications for devices available under the Hearing Services Program from 31 October 2007. The proposed changes will ensure that the schedule of devices remains in line with technological developments so that clients and providers have access to a range of high quality free-to-client devices.

Access to Hearing Services for Aboriginal and Torres Strait Islander People

The Australian Hearing Special Program for Indigenous Australians is an additional Community Service Obligation category developed in 1997 in recognition that, at times, services provided to Indigenous people need to be delivered differently from mainstream services. In 2006–07 hearing services were provided at 171 Indigenous outreach sites compared with 129 sites in 2005–06. In this time, 2,671 clients were seen and 3,497 services were provided.

The Department has continued to promote the initiative to extend eligibility to Aboriginal and Torres Strait Islander people who are either 50 years of age or over, or participating on the Community Development Employment Program. In conjunction with Australian Hearing, the Department met with key industry representatives. Meetings occurred in New South Wales, the Northern Territory, Queensland, South Australia, Victoria and Western Australia, to discuss ways of improving access to hearing services.

In 2006–07 there was improved uptake of hearing services under this initiative with 2,048 Indigenous people accessing services through 316 permanent, visiting or outreach sites across Australia, as well as through the home visiting service.

During the year, Australian Hearing commissioned an external survey of 106 Indigenous Eligibility clients. The survey found that 89 per cent of clients reported they were still using their hearing aids, and 71 per cent reported that they used their hearing aids most or all days. Hearing aids were perceived to be helpful in most listening conditions, and all clients indicated that they were happy with the service experience. The findings of the survey indicated that Australian Hearing provided a service that was viewed as culturally appropriate across a wide geographic area.

Access to Cochlear Implant Processor Upgrades

Access to 552 cochlear implant processor upgrades benefited children with severe hearing loss in 2006–07. These services are provided under the Community Service Obligation program that is delivered by Australian Hearing.
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Assessment of Hearing Services Practitioners’ Professional Qualifications

The Department completed a review of the professional qualification requirements for hearing health practitioners in July 2006 which focused on the regulatory roles and responsibilities of the professional associations and the Hearing Services Program. The review included recommendations for short-term and long-term initiatives to address the current complex system of regulation. Changes being implemented will streamline education and supervision arrangements for student audiometrists, provisional audiologists and audiometrists. The Department continued the development of a statement of the knowledge and skills required by hearing practitioners to deliver services to program clients. The aim of the statement was to clarify the Department’s requirement for the two groups of hearing practitioners, audiologists and audiometrists.
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Quality Assurance of Service Provision

Client Outcome Standards

The Department supported a year-long phase-in period during 2006–07 for the introduction of new client outcome standards (the Hearing Rehabilitation Outcomes for Voucher Holders). The new outcome standards replaced previous prescriptive clinical standards, and were introduced to give greater recognition to the competence and professionalism of hearing practitioners and to reduce the level of regulation over their service provision.

The Department issued an information package to every service provider and practitioner as a practical guide to the changed expectations. The package included a brief overview of the changes, including new audit processes, an Information Manual and a copy of the Outcomes.

During the year, the Department conducted audits using the new methodology, and audit reports included feedback on achievement against the Hearing Rehabilitation Outcomes. As part of its support for these changes, the Department also conducted an auditor training program for professional association representatives to enable industry to become familiar with the new processes and to be able to provide comment and feedback to their colleagues.

Review of Contractual Arrangements

During November and December 2006, the Department sought comment from industry on the complex nature of the existing contractual arrangements for the provision of hearing services to the program. Through this process the Department strengthened arrangements and conducted information sessions nationally which were attended by approximately 300 service providers and practitioners. The feedback from these information sessions contributed to the development of a simplified contract structure for a five year period which came into effect on 1 July 2007.