Speak to your audiologist from the comfort of your home and get your hearing aid settings adjusted remotely with our remote care services today!

About Remote Care - Man and woman looking at a mobile phone screen

About Remote Care

Our remote care service, which is offered via mobile applications (apps), provides a convenient means for connecting with our audiologists, eliminating the need for physical visits. Through these platforms, we can hold teleconsultations and adjust your hearing aid settings remotely. You can even test the settings in real time within the comfort of your home environment.

To use this service, all you need is a smartphone and a compatible hearing aid from Oticon!

About Remote Care - Man and woman looking at a mobile phone screen

About Remote Care

Our remote care service, which is offered via mobile applications (apps), provides a convenient means for connecting with our audiologists, eliminating the need for physical visits. Through these platforms, we can hold teleconsultations and adjust your hearing aid settings remotely. You can even test the settings in real time within the comfort of your home environment.

To use this service, all you need is a smartphone and a compatible hearing aid from Oticon!

Benefits of Remote Care

Remote care provides 3 primary advantages for hearing aid users – convenience, real-time testing, and no added cost.

Person using a laptop icon

Convenience

With online consultations, you can save on travelling time and speak to your audiologist anywhere.

Clock with check icon

Real-time testing

After your hearing aid settings have been adjusted, you can test it out in real time, in a familiar environment.

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No added cost

Our remote care service is available to all Oticon hearing aid users at no additional cost*!

*Terms and conditions apply. E.g. You will have to schedule an appointment time with your audiologist, and services are applicable to operational hours only and not applicable to hospital patients.

Remote Care Apps You Can Use

At Hearing Partners, we offer remote care services through the use of the Oticon Companion app. The app facilitates remote consultations with your audiologist and enables them to remotely adjust the settings of your hearing aid. Additionally, they allow you to track your hearing aid and control the sound of your device with a few clicks.

Oticon Companion app

Oticon Companion

How to Prepare for a Remote Consultation

Before getting started with a remote consultation with your audiologist, you will need the following:

  • Oticon hearing aids with 2.4 GHz Bluetooth® (with sufficient battery e.g. >50%)
  • Compatible Android or Apple phone (with sufficient battery e.g. >50%)
  • Stable Internet connection with a recommended minimum speed of 1/1 Mbit/s, suitable for both sound and video streaming
  • Oticon Companion app

Once you have downloaded the Oticon Companion app, register for a remotecare / remote fitting account using a valid email address and ensure that data location of your profile is set to Singapore. Furnish the audiologist with the registered email address for the upcoming appointment.

Pair of hands holding a mobile phone showing an application's interface

How to Prepare for a Remote Consultation

Before getting started with a remote consultation with your audiologist, you will need the following:

  • Oticon hearing aids with 2.4 GHz Bluetooth® (with sufficient battery e.g. >50%)
  • Compatible Android or Apple phone (with sufficient battery e.g. >50%)
  • Stable Internet connection with a recommended minimum speed of 1/1 Mbit/s, suitable for both sound and video streaming
  • Oticon Companion app

Once you have downloaded the Oticon Companion app, register for a remotecare / remote fitting account using a valid email address and ensure that data location of your profile is set to Singapore. Furnish the audiologist with the registered email address for the upcoming appointment.

Pair of hands holding a mobile phone showing an application's interface
Pair of hands holding a mobile phone showing an application's interface

What to Expect During a Remote Consultation

If you are attending a remote consultation for the first time, here is what to expect:

 

  • When your audiologist establishes a remote connection to your hearing aids, you will be able to see and communicate with your audiologist like in a video call. The L and R graphics on your mobile screen will change from blinking to steady green. Do note that Bluetooth audio streaming will not be supported during the session; audio from the session is via the phone’s loudspeaker.
  • When the new settings have been uploaded to your hearing aids, the graphics will turn orange.
  • When the new settings have been successfully saved, the graphics will turn green again.
  • Before ending the appointment, your audiologist will restart the hearing aids by turning them off and on again, and you will hear a jingle.
  • Your audiologist will finish the appointment and the message ‘Visit ended’ will appear on the screen. You can then resume your activities for the day.

What to Expect During a Remote Consultation

If you are attending a remote consultation for the first time, here is what to expect:

  • When your audiologist establishes a remote connection to your hearing aids, you will be able to see and communicate with your audiologist like in a video call. The L and R graphics on your mobile screen will change from blinking to steady green. Do note that Bluetooth audio streaming will not be supported during the session; audio from the session is via the phone’s loudspeaker.
  • When the new settings have been uploaded to your hearing aids, the graphics will turn orange.
  • When the new settings have been successfully saved, the graphics will turn green again.
  • Before ending the appointment, your audiologist will restart the hearing aids by turning them off and on again, and you will hear a jingle.
  • Your audiologist will finish the appointment and the message ‘Visit ended’ will appear on the screen. You can then resume your activities for the day.
Woman having a remote consultation through her phone

Tips for the Best Remote Consultation Experience

To ensure that you have the best experience during your remote consultation session, kindly avoid the following:

 

  • Moving your hearing aids more than 3 meters from your smartphone
  • Turning off your hearing aids
  • Switching between Wi-Fi and mobile data
  • Turning off Bluetooth® on your smartphone
  • Turning off your smartphone
  • Enabling flight mode on your smartphone or hearing aids
  • Terminating the Oticon Companion app or switching to another app
  • Enabling battery-saving mode on your smartphone
Woman having a remote consultation through her phone

Tips for the Best Remote Consultation Experience

To ensure that you have the best experience during your remote consultation session, kindly avoid the following:

  • Moving your hearing aids more than 3 meters from your smartphone
  • Turning off your hearing aids
  • Switching between Wi-Fi and mobile data
  • Turning off Bluetooth® on your smartphone
  • Turning off your smartphone
  • Enabling flight mode on your smartphone or hearing aids
  • Terminating the Oticon Companion app or switching to another app
  • Enabling battery-saving mode on your smartphone
Woman having a remote consultation through her phone

Home Visit Services

At Hearing Partners, we offer home visit services to individuals who are unable to leave their homes and require in-person consultations with our audiologists and consultants. During the home visit, an on-site hearing test and the fitting of earmolds can be conducted. Your hearing aid settings can also be adjusted.

Please note that this service is chargeable at $100 (excluding GST) for consultants and $200 (excluding GST) for audiologists. This service is limited to operating hours and subject to availability.

FAQs About Remote Care

Are remote consultations available for both Apple and Android devices?

Yes, the Oticon Companion app can be downloaded on both Apple and Android devices.

Are remote consultations free of charge?

Yes, our remote care service is free of charge for Oticon hearing aid users.

Can I pick up a phone call during remote consultations?

It is advisable to refrain from answering any phone calls during the appointment. However, if it is necessary to attend to the call, you may do so. Once the call ends, the appointment will resume.

What should I do if my internet suddenly stops working?

If the interruption occurs for less than 30 seconds, the app will automatically reconnect to the appointment once the internet connection is re-established. However, if the interruption lasts for more than 30 seconds, you will need to manually select the ‘Try to reconnect’ option within the app or terminate the appointment.

Can all hearing aid settings be adjusted remotely?

It is important to note that not all hearing aid settings can be remotely updated. For features such as Feedback Management and Tinnitus Support, you will be required to schedule an in-person appointment at your preferred clinic. We recommend consulting your audiologist or hearing care professional for more information.

Are my remote consultations secure?

Yes, all remote consultations are secure. All audio and video channels are encrypted through WebRTC during the session, regardless of whether you are using a computer or mobile device. Additionally, the data channel is encrypted via HTTPS / TLS 1.2 (fitting data and chat).

Are video or audio recordings stored after the remote consultation?

No audio or video recordings will be stored after the end of the appointment.

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