It’s not just our audiologists and clinical staff who have to be highly trained – our patient care team has equally skilled professionals. Whether you are calling us for the first time to book a free hearing test or looking to have an ear wax removal procedure at your nearest clinic, our dedicated patient care team is there to help.

Each phone call (lines open from 8am-5.30pm), webchat or email is important, and is answered by a real person. We only use voicemails when our call handlers are all busy helping someone (and if that does happen, you can be sure our friendly team will get the message and call you back as quickly as they can).

Patient care team leader

We took some time to interview Claire Hughes, our patient care team leader, to find out more about the inner workings at Hearbase and the crucial role of our call handlers and reception staff.

Claire Hughes

“My team take tremendous pride in their work,” she said. “It is a privilege to feel that you have helped someone improve their hearing. Many of our patients are looking for urgent help or may be nervous about a procedure, and part of our training is to stay calm, explain everything clearly, and do everything we can to get them booked in to see our expert clinicians.

“Our care team need to know which clinician specialises in what, where and when, so understanding our clinic network is a huge part of our training. Not to mention never losing sight of being friendly and genuinely ready to help whoever is at the other end of the phone or email.”

Friendly voice

“There is no such thing as a typical day here at Hearbase,” continued Claire, “I could be booking in an ear wax removal patient, then get a call from someone looking for an urgent repair, then I have to collate and send our clinic lists to our network of private hospital sites before moving on to confirming patient appointments for the following day and answering any emails or webchats which come through live.”

If you have noticed a change to your hearing, are looking for ear wax removal or just have a question about Hearbase – call us on 0800 028 6179 or email and speak to Claire or any of our patient care team today and they will get you the help you need.