Get help with
Oticon RemoteCare

Oticon RemoteCare lets you hold a virtual appointment with selected clients, where you can remotely adjust their hearing aids.

On this page, you can get support with assessing the suitability of clients and preparing for a session, see troubleshooting tips, and read frequently asked questions.

 

You can also download a guide here.

 

video-about-oticon-remotecare

  • Candidacy checklist

    Complete the candidacy survey

    Score the survey

    Go to section

  • Set up your client (in person)

    Set up your clinic

    Go to section

  • Read the best practices

    Log in and start the session

    Make a client readiness check

    Conduct the session

    End the session

    Go to section

  • During the session

    If a session ends

    Go to section

  • Download evaluation survey

    What to expect

    Go to section

Find instructions for use, checklists, scoring sheets and evaluation sheets 
Go to download centre

 

Useful links for your client - Help your client get started

App instructions for use
User preparation checklist
Support website for hearing aid users

 

Oticon RemoteCare is for selected clients, so it is important to evaluate the suitability of each person before you decide to offer them a remote appointment.

  • > Candidacy checklist

    This is a checklist of criteria that each client must meet in order to use Oticon RemoteCare.

     

    The client must:

     

    1. Have a symmetrical hearing loss, average ≤ 70 dB HL of the three frequencies 500, 1000, and 2000 Hz

    2. Be ≥ 18 years old

    3. Be able to communicate with the hearing care professional in a shared language

    4. Have an active email address

    5. Have Oticon Opn™ or Oticon Siya hearing aids

    6. Have access to wireless Internet with a minimum bandwidth of 1/1 Mbit/s

    7. Have an iPhone model from iPhone 5s up to iPhone X, as well as an iOS version of at least 11.0

    8. Have an Apple ID and password

    9. Meet the following required mobile device skills:

    On their iPhone, the client uses applications, receives/sends emails, and knows how to connect to Wi-Fi

     

    Download this Oticon RemoteCare Candidacy Checklist

  • > Complete the client candidacy survey

    Download the client candidacy survey and get your client to complete it.

     

    Download the client candidacy survey

     

    The client can complete the Oticon RemoteCare Candidacy Survey at home, in the waiting room, or wherever it fits into your workflow.

  • > Score the survey

    You assess each client’s suitability based on the client’s score in the survey and their degree of hearing loss, using the Oticon RemoteCare Candidacy Scoring Sheet.

    Download the Oticon RemoteCare Candidacy Scoring Sheet

     

    Is your client suitable for Oticon RemoteCare?

    Go to Set up your client (in person)

  • > Set up your client (in person)

    It is important to ensure you get each client set up and ready while they are with you in your clinic.

    We recommend the following steps to ensure that the client is set up for Oticon RemoteCare use:

     

    Materials to share

    Print out and give the following materials to the client:

     

    Oticon RemoteCare App Instructions For Use

    Oticon RemoteCare User Preparation checklist

     

    In addition, introduce your client to the Oticon RemoteCare support webpage for hearing aid users 

     

    iPhone and app

    Set up the Oticon RemoteCare App on the client’s iPhone.

    Show your client how to:

    1. Connect to Bluetooth®

    2. Pair their iPhone with their hearing aids 

     

     Be sure to:

    • Note down the client’s email address (remember to check that the email address is the same one the client uses to log in to the app)

    • Run a quick Oticon RemoteCare visit and show them how to use the Oticon RemoteCare App

    • Schedule a time for the first Oticon RemoteCare appointment

  • > Set up your clinic

    Technical requirements

    • PC camera or external camera (webcam)

    • Microphone and speakers or headset

    • Wi-Fi with a recommended speed of 1/1 Mbit/s

    • Email account

     

    Enable Oticon RemoteCare in Genie

    1. Create an Oticon RemoteCare account: Open the Oticon RemoteCare invitation email sent by your local representative and follow the instructions

    2. Go to Preferences > Edit preferences > Customise Software section > Oticon RemoteCare tab

    3. Select TURN ON Oticon RemoteCare

     

    Set your stage

    Please ensure the following requirements are met before using Oticon RemoteCare:

    • Set up the video so there are minimal visual distractions for the client (if possible, avoid windows and high traffic areas)

    • Select a quiet location that ensures there are minimal audible distractions

    • Ensure all technical requirements are met

  • > Step 1: Read the best practices

    • Check that the computer camera, microphone, and speakers are working

     

    • Position yourself close to the microphone to achieve the best sound quality (headset recommended)

     

    • Avoid shuffling or fiddling with paper during the session, as this can negatively affect the sound quality

     

    • Position yourself in front of the camera so the client can clearly see your face and lips

     

    • Speak in a clear and measured tone, checking in with client regularly to make sure there are no issues with the connection or audio

     

    • Use your clinical judgement to determine if the client needs to come into the clinic to address their issues

  • > Step 2: Log in and start the session

    At the time of the appointment, open Genie 2 and select the client’s file.

     

    1. Toggle to turn on Oticon RemoteCare.

     

    2. Enter your hearing care professional credentials and click ‘SIGN IN’.

     

    genie-2_remotefit_log-in2

     

     

    3. Enter client account details and press ‘CONTINUE’.

     

    4. Once the client is in the virtual waiting room, click ‘START AN APPOINTMENT’ when you are ready.

     

    Note: It is only possible to start a session when the client is already present/has started an appointment.

     

    account-details-and-login

     

     

    Use RemoteCare communicator to communicate with your client

    a) Enables text messaging and communication via audio and video between you and your client

     

    b) Hearing aid status indicators

     

    c) Enable/disable camera

     

    d) Mute/unmute microphone

     

    e) Refresh video

     

    step4-b

     

     

    Having problems?

    Go to Troubleshoot – During the session

  • > Step 3: Make a client readiness check

    Make sure client can see and hear you clearly.

     

    Make sure client went through the user preparation checklist.

     

    Ask your client:

    • Did the usage of the Oticon RemoteCare App go smoothly?

    • Did they change the hearing aid batteries?

    • Did they charge or power their iPhone?

    • Evaluate the general experience with their hearing aids

    • Evaluate if the clients need cannot be met using the Oticon RemoteCare App (e.g. need for otoscopy) 

     

    Go to Troubleshoot – During the session

  • > Step 4: Conduct the session

    1. Click ‘CONNECT’ to detect and connect to the client’s hearing aids. The status indicators turn green when the hearing aids are connected. Please note the connection process may take up to several minutes.

     

    The connection status of the hearing aids is indicated in three places:

    a) Connection Bar

    b) Oticon RemoteCare Connection overview

    c) Oticon RemoteCare Communicator

     

    remote_fit_for_page_12

     

    2. Fit the client’s hearing aids as you would do normally, if needed.

     

    3. Click ‘UPLOAD’ to upload the new settings to the hearing aids.

     

    4. Once all desired changes have been made, click ‘DISCONNECT’. The hearing aids will be disconnected from Genie 2 and will restart.

     

    Note: You can also disconnect the hearing aids from the END FITTING screen.

     

    5: Go to the END FITTING screen and click ‘SAVE AND EXIT’/’SAVE AND GO TO CLIENT STEP’ to save and end the session with the client.

     

    step5-end

     

    Go to Troubleshoot – During the session

  • > Step 5: End the session

    • Inform the client that you should be the one to end and disconnect the session, in order to make sure that all necessary changes have been made and saved.

     

    • Go to the END FITTING screen and click ‘SAVE AND EXIT’/’SAVE AND GO TO CLIENT STEP’ to save and end the session with the client.

     

     

    Go to Troubleshoot – If a session ends

  • > I cannot see myself in Genie 2 (your client can’t see you either)

    • Ensure you have not disabled your camera in the RemoteCare Communicator

     

    • Ensure your camera is not covered

     

    • Ensure your camera is set as default device in Windows before opening Genie 2. Do this in Window Device Manager. Restart Genie 2 if you have made any changes after opening Genie 2

     

    • Refresh the video by pressing the video refresh button in the upper right corner of the RemoteCare Communicator

     

    • Ensure that no other programmes that use video are running (E.g. Skype). Close the other program and restart Genie 2

  • > The video quality of myself is very poor

    This relates to the quality of your webcam. If the quality is poor, you might consider upgrading your webcam.

  • > The video quality of my client is very poor

    Either your client has an upload bandwidth that is below the recommended 1/1 Mbit/s, or you have a download bandwidth that is below the recommended 1/1 Mbit/s.

     

    If the video quality is very poor, ask your client to disable video, then disable your own video and continue the visit using audio and chat.

  • > I can only see myself in Genie 2, there is no video/audio stream from client

    • Ensure your client has not disabled the video function in the app

     

    • Refresh the video by pressing the video refresh button in the upper right corner of the RemoteCare Communicator

     

    • Ensure that the user has allowed the RemoteCare App to use video, which can be checked in Settings > RemoteCare

     

    Please note: changing setting during a visit will restart the RemoteCare App.

  • > I cannot hear the client/no audio from the client

    • Ensure your loudspeaker volume and computer volume are not muted

     

    • Ensure that the user has allowed the RemoteCare App to use their microphone. This can be checked in Settings > RemoteCare

     

    Please note: changing setting during visit will restart the RemoteCare App.

  • > Genie 2 cannot connect to your client’s hearing aids (communication error)

    • Ensure your client has followed the guidelines for preparing for the visit (hearing aids paired with phone, new batteries, Bluetooth turned on, etc.)

     

    • Go to the family/selection screen and detect the hearing aids before connecting.

     

    • If the problem persists, you both need to restart the visit from both sides. Client side: Power off the iPhone and re-start the iPhone, then open the RemoteCare App and enter the appointment. Hearing care professional: Close Genie 2 and re-open it, then start the session again.

  • > Genie 2 is asking if I want to use settings from hearing aids or Genie 2, but the settings should be the same

    If settings are successfully uploaded to the hearing aids but something went wrong in Genie 2, then the changed settings are saved in the hearing aids but not in Genie 2. This will cause a pop-up in the following visit advising you of a settings mismatch.

     

    You should always choose the hearing aids settings in this pop-up, unless you are certain you have made changes in Genie 2 that are stored in Genie but have not been uploaded to the hearing aids.

  • > The session suddenly ended without mutual agreement with your client

    Try to connect to the session again to get a mutual agreement with your client. If your client disconnected, wait for your client to join if you expect he/she will try to rejoin.

    In both cases, the hearing aids are OK and can be used. The settings from the last upload (or initial fitting, if you did not upload any settings) are in the hearing aids.

     

    Try to connect to the appointment again. If you cannot re-establish the connection, contact your client and make a new appointment.

  • > The hearing aids seem broken and the client can no longer use the hearing aids

    Please ask your client to:

     

    • Ensure Bluetooth is enabled

     

    • Ensure new batteries are inserted or charged

     

    • Ensure the hearing aids (both L and R) are paired with the phone

     

    • Restart the RemoteCare app again. Go to “Connect your hearing aids”.

     

    • If recovery mode initiates in the app, follow the guidance in the app

     

    If the hearing aids still seems broken and client can no longer use the hearing aids, then the standard warranty and return policy for hearing aids applies.