TeleHear

TeleHear allows you to make adjustments to your patient's Omega AI, Edge AI, G Series AI, and Genesis AI wireless hearing aid settings (global and programs, including custom programs created in the My Starkey mobile application), remotely via a live audio/video call. Once a remote communication link is established between you and the patient (see "Setting Up TeleHear for a Patient" below), the patient can request assistance. You can initiate the fitting via Pro Fit or the TeleHear Portal, or the patient can request a live session via the My Starkey mobile application. TeleHear offers the patient convenience and reduces the number of fine tuning appointments. This feature may not be available in all versions of Pro Fit.

 

Once TeleHear is set up, you can adjust the custom programs your patient created via the My Starkey mobile application during a live fitting. See "Adjusting Custom Programs During a Live Fitting" below for more information.

 

Setting Up TeleHear for a PatientSetting Up TeleHear for a Patient

 

Before using TeleHear or adjusting custom programs during a live fitting, you and your patient must set up several components. Follow the steps below in the order listed.

 

Professional

  1. Verify that TeleHear is enabled via Configuration Preferences.
  2. Make sure your PC has Internet access.
  3. Set up your TeleHear Portal account or log in.
    Note:  The user logged in will be linked to the patient. However, any user can service the patient remotely or adjust their custom programs during a live fitting.
  4. Enter the patient's mobile number in the TeleHear panel.
    Note:  If the panel is hidden on the Connect screen, click . If in a fitting, click TeleHear from the Left Navigation Menu to open the panel. To change the country code, select the country from the drop-down list. If a country has multiple codes, select the lowest number code for the default and the other codes will display directly below this code in numeric order. If Other is selected, enter the country code.
  5. Check Trial Patient if you want to track the patient's hearing aid usage and disconnections.
    Note:  This feature may not be available in all versions of Pro Fit. If the patient declines to share data via the My Starkey mobile application, this feature will not be available. To bypass, continue at step 8.
  6. Click  and select the trial start date from the calendar.
    Note:  The start date must be greater than or equal to the current date.
  7. Select the trial end date from the drop-down list, which is automatically calculated based on the start date. 
  8. Click Invite.
    Note:  A code, which expires in three days, is sent to the patient's mobile phone via a text message. The status 'Invited' and code are displayed in the TeleHear panel. If the code hasn't expired, click resend to change the patient's mobile number and trial information, generate a new code, or restart the three-day expiration timeframe. If Pro Fit was launched from within Noah 4.3 or higher or PatientBase, the code will be linked to the patient and Noah or PatientBase. This connection will automatically launch any remote programming fitting session for the patient via the TeleHear Portal. Once the patient enters the code, the option to start a remote session displays in the TeleHear panel. If the patient doesn't enter the code within three days, repeat steps 4-8.

Patient

  1. Make sure your hearing aid(s) are paired with the My Starkey mobile application.
  2. Create an account in the My Starkey mobile application or sign in.
  3. Tap More>TeleHear>I have a code and enter the code.
    Note:  If the code has expired, repeat steps 4-8 in the 'Professional' section above.

The patient is now ready to connect with you live, and you're prepared to receive the request and/or adjust custom programs during a live fitting. If the patient needs assistance, see More>Help center>User Guide in the My Starkey mobile application.

 

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Adjusting Custom Programs During a Live FittingAdjusting Custom Programs During a Live Fitting

 

Custom programs created in the My Starkey mobile application for Omega AI, Edge AI, G Series AI, and Genesis AI wireless products can be adjusted during a live fitting if logged into the TeleHear Portal and the patient is enrolled. (If the patient hasn't entered a code in the My Starkey mobile application, see "Setting Up TeleHear for a Patient" above for more information.) To adjust custom programs, select the desired program from the ’Select Custom Program’ drop-down list and then click on the custom program field. Most adjustments can be made; however, some features/controls may be disabled. When saving the session, adjustments to custom programs are only saved to the My Starkey mobile application, not Noah or PatientBase. Custom programs created from Edge Mode+ cannot be adjusted.

  1. Log in to the TeleHear Portal.
    Note:  Click Sign in with HIMSA SSO if you have a HIMSA SSO or Noah ES account. To stay logged in via Pro Fit (excludes HIMSA SSO), check Stay signed in. To log out, click logout. If a different user logs in via the TeleHear Portal and starts a remote fitting, the user who checked 'Stay signed in' will be logged out via Pro Fit.
    Tip:  Click Open Profile - TeleHear in Pro Fit to launch the TeleHear Portal.
  2. Select the patient's record in Pro Fit or the TeleHear Portal.
  3. Click Start Remote Session in Pro Fit or Start Fitting in the TeleHear Portal, and a message will appear to start the session.
  4. Click OK in Pro Fit or Continue in the TeleHear Portal.
    Note:  Pro Fit is automatically launched if 'Start Fitting' is selected in the TeleHear Portal.
  5. A 'TeleHear' window opens, showing a real-time video of you. To turn your camera on or off, click or respectively. To mute or unmute your microphone, click or respectively. To select a different audio or video source, click .
  6. Click Call Now to connect with the patient.
    Note: A message displays if the hearing aid(s) settings are newer than the patient's most recent saved fitting session in Noah or PatientBase. Click Yes to save the settings to Noah or PatientBase, click No to not save the settings and start the remote fitting, or click Cancel to cancel the remote fitting and return to the Connect screen.
    Note:  Once connected, a real-time video of the patient (if turned on in the My Starkey mobile application) displays within the 'Remote Programming' window. If the patient's camera and/or microphone are turned off in the My Starkey mobile application, and/or displays in the window.
  7. Navigate to the appropriate Fitting screen.
  8. Click on the specific program to adjust, if applicable.
    Note:  Once the hearing aid(s) is connected in a live session, the hearing aid volume will reset to use gain, and all user controls will be disabled.
    Note:  To adjust custom programs , select the desired program from the ’Select Custom Program’ drop-down list and click on the custom program field. Custom programs created from Edge Mode+ cannot be adjusted.
  9. Make the requested adjustments. Adjustments are automatically synced to the patient's hearing aid(s); therefore, the patient can evaluate any changes.
    Note:  Only certain modifications can be made; some features/controls may be disabled.
  10. Repeat steps 7-9 if additional adjustments are needed.
  11. Click to end the call, and a message will display to end the live session.
    Note:  If the patient ends the call first, "Patient not in session" will display. Ending the call only closes the 'TeleHear' window; the fitting session remains open in Pro Fit. Additional adjustments can be made but not synced to the aid(s); they can only be saved to Noah or PatientBase.
  12. Click Yes.
  13. Click File from the Menu Bar and Save to save the changes to Noah or PatientBase if desired.
  14. Click Save and End Session  on the Left Navigation Bar to close the remote programming session.

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