What a fantastic option to have following your studies! Did you spend any time working in the NHS during your studies, and did this impact your decision to move into the family business? 

I spent a lot of time in the NHS. We had a two-week NHS placement in the first year, followed by two days a week working in the NHS in second year. We then had a six-month placement (for me, this was in Derby) in the third year of the course.

I really enjoyed all of them, but it was only when I got to my third-year placement that I thought, maybe I could just stay here! It’s a long time to be in one place, and it took a good three to four months to get the hang of things and feel confident in the environment. The thought of then starting all over again in two months’ time was quite intimidating and I did consider whether it would be better for my career to spend longer in the NHS before moving into Dad’s private business, but in the end it still felt like the right decision to take up the role at Diamond Hearing Services. And I definitely have no regrets!

We’re so glad to hear it. So, tell us a bit more about how it’s going at the family business?

I am loving it. From September 2024 until January 2025 I was mainly shadowing my Dad. I’d join him for appointments and get involved in the services and consultations, but I wouldn’t leading them so that I could learn as much as possible from the patient interactions. Now, I go out once or twice a week on my own to see patients. It’s been a little scary but I’m definitely enjoying it. I suppose one of the hurdles I’ve had to navigate is patient expectations. A lot of the people we see have been with us for years and they’re used to seeing my Dad – someone much older than I am with decades of experience. There can be a little bit of resistance when I turn up, but if anything this is just ammunition for me to get my name out there and make myself known in the community.

The job is a real change of pace from being in an NHS clinic. Around 90% of our work happens at people’s houses, so we get to see them in the comfort of their own home. It feels more personal and I think in increases that sense of trust between us and the patient.

We can see how that would be the case! What’s been your biggest challenge since starting?

I think it would have to be the stigma around wearing hearing aids. I have been genuinely surprised by how many people really don’t want to wear a hearing aid, despite knowing how much it will improve their hearing. And I’m not necessarily talking about people fifty and under – I’ve seen this from a fair amount of patients over 70 too.

It wasn’t something I saw anywhere near as much during my NHS placements. Maybe that’s because, with the NHS, hearing aids are free, so patients think they may as well take them. But from our perspective with the business, there is still an enormous stigma around wearing hearing instruments. Which I don’t understand! If you had an issue with your sight, you’d correct it straight away. I do think that many people still think hearing aids look like the ones their parents used to wear – big, bulky and unattractive. We know that isn’t the case these days but it creates a challenge in trying to get patients to see the genuine positive impact of hearing instruments vs it looking like we are just going for a hard sale. It’s a tough one to strike.

Another challenge is that being an audiologist in 2025 also requires you to be a phone technician! Patients will frequently have issues when it comes to connecting their hearing instruments to apps on their phone; and I’ve found that when people have technical problems, no one wants to take responsibility. The hearing instrument manufacturer often says it’s the phone manufacturer’s fault and vice versa. So, ultimately, it’s our job to help people find a solution, though I must say it’s much easier doing it now compared to during my NHS placements where we’d have to hunt for the right corridor to connect to the wifi!

Speaking of tech, is Diamond Hearing Services tied to a specific manufacturer?

No we aren’t, and I think this is actually quite unusual for private audiologists. We do have brands that we use more frequently; our most popular ones are GN ReSound and Oticon. But that isn’t to say we don’t supply other hearing instruments, we just find that these two brands have a really high level of satisfaction with our patients. We still keep ourselves up to date with a manufacturer updates. This is something I love about the role – we’re not tied into what we will and won’t fit, so I can take the time to meet with the manufacturers to take a deep dive into their products and the technology they use.

I think this is an enormous benefit of our company. Hearing instruments – and how well they are going to work for an individual – are so unique. It’s all about trial and error, you can never guarantee that one product is going to do everything you want it to. This way, we get to deliver person-centred care rather than trying to fit them into a box.

We agree, it feels like a much better way to work. We’d love to know, what’s been your favourite part of being an audiologist so far?

I’m sure a lot of people say this, but it’s the human interaction. I don’t think I’m built for working in an office, I just love going out and speaking to people; not only about audiology, but their lives! For some of the patients we see, we could be the only people they see that week. Giving them that time not only to chat but to actually help them means the world.

Beautifully put! Our final question – if you could give a piece of advice to anyone coming into the industry, what would it be?

I’d say that audiology is a great career if you love human interaction and learning new things. The world of audiology is always changing – there’s forever a new product or form of technology coming out, or different ways to help a patient. It keeps the job so fresh, interesting and fulfilling.

I’d also say, work hard at university! It’ll be hard but so worth it. And while placement may feel scary, they really do want the best for you and for you to come out of it as the most successful audiologist you can possibly be.

A perfect note to end on. A huge thank you to Molly for sharing your experience with us. To find out more about Diamond Hearing Services, you can visit their website. If you’re an audiologist who is interested in being featured in our case study series, please get in touch.