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QUESTIONS - Coggle Diagram
QUESTIONS
BINS: Hearing Aid Malfunction
Send to Service for Diagnosis
If broken, ask service to fix it.
If unsure repair will fix the issues have it come back up for confirmation
No further action
If no fault found, trouble shoot in audiology
If you cannot find anything wrong with the HA call clinic for more details: what is happening, when, how often, what devices are connected
If the problem they are describing sounds like actual hearing aid malfunction and intermittency test will catch it then send down for test and specify time needed
If the hearing aid is less than 3 months and cannot determine cause of error but can replicate it or find evidence for it then create QC COMPLAINT, print it, write QC number on ppw AND in comments and send back to OE (1120)
If the hearing aid is older and cannot determine cause of error but can replicate it or find evidence for it then swap it out or try a new file
If the hearing aid is older and cannot determine cause of error and cannot replicate it or find evidence for it then call the clinic for details
If the clinic says ok to send it back as is or feels it could be enduser expectations or error then send it back no fault found.
If the clinic provides a good argument that the issue is real and due to the HA then replace it or consider a new file (eg. he has two and only happening in one, hes experienced or I heard it myself.)
If can determine the cause of the error and it is our fault create a NAVISION COMPLAINT
If can determine the cause of the error and it is Patient or clinician error call clinic and discuss and send it back as is
If its obviously defective/dead
If the hearing aid is older then just send for service. no other action needed
If the hearing aid is less than 3 months and cannot determine cause of error but can replicate it or find evidence for it then create QC COMPLAINT, print it, write QC number on ppw AND in comments and send back to OE (1120)
Tech support question you can't answer
Is it on share point or consumer care site?
if no, message the team. do they know?
If the team doesn't know and its not on consumer care site then enter a Product Support queston
Tech support call brings about an idea for improvement with product, software, app or accessories
insight database
Tech support call brings about an idea for improvement within our facility
suggest to Susan Mclaren