The value of outreach visits

At The Hearing House, our mission has always been to ensure that every cochlear implant (CI) recipient—no matter where they live—has access to the care, support, and expertise they need to communicate and thrive.

While our mobile hearing clinic plays a vital role in reaching communities across the northern region, there are times and places where the van simply can’t go. That’s where our outreach visits come in.

These outreach clinics are an essential extension of our service, providing hands-on care and connection to kiritaki/clients who might otherwise not be able to access hearing health services. They are flexible, personal, and deeply community-centred—and they’ve become a cornerstone of how we deliver on our promise of lifelong hearing support.

What are outreach visits?

Outreach visits are in-person clinics conducted by one of our audiologists who travels by car rather than in our mobile hearing clinic. Unlike the van, which is fully fitted with specialised audiology equipment and typically supports both adults and children, these outreach visits focus primarily on adult clients—although we also see older children when needed, especially for troubleshooting appointments.

These clinics are hosted in local audiology or hearing therapy practices that generously donate their space and reception support for the day. This collaboration allows us to offer services closer to home, saving clients long and often expensive journeys to Auckland. In return, these visits strengthen our partnerships with local professionals, many of whom sit in on appointments to learn about CI care. Over time, these local clinics become informal “support hubs” in their communities, offering small but vital help—such as mic cover changes or quick checks—between THH visits.

What happens during an outreach visit?

A typical outreach clinic serves around eight kiritaki/clients in a day, with each appointment tailored to the client’s individual needs. Services offered include:

• Clean and check of equipment – Ensuring sound processors and accessories are functioning properly.

• Hearing tests and mapping adjustments – Monitoring any changes in hearing or nerve function, especially important for older adults whose auditory responses may slow over time.

• Rehabilitation and training – Hands-on rehabilitation that can only be done face-to-face, focusing on communication strategies, listening exercises, and device confidence.

• Connectivity and phone support – Helping clients use smartphones, Bluetooth accessories, and other technologies that enhance daily communication.

• Adult assessments – For some regions where the van cannot easily visit, outreach clinics offer initial or follow-up assessments for new clients.

• Social and practical support – Our social work student often identifies clients needing extra help—such as with funding, transport, or home assistance—through these outreach encounters.

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This comprehensive approach means each visit can address not just the technical, but also the emotional and practical aspects of hearing care.

Two key types of outreach clinics

While every outreach visit brings care closer to our kiritaki/clients, there are two distinct models within this service: access-based clinics and high-needs clinics.

1. Access-based outreach clinics

Some regions are simply too difficult for our mobile hearing clinic to reach. The winding coastal roads of the west coast of Waikato and Northland, for example, can pose challenges for a large van. In these areas, an audiologist travels by car to host clinics at local facilities instead.

In Northland—where demand is higher—THH now runs two visiting clinics a year in Dargaville, Kaikohe, and Kaitaia, with additional home visits for clients with mobility or access issues. These trips, led by audiologist Derek Hadfield and supported by Nicole Zhao, also include visits to high-needs clients along the return route via Whangārei.

For the west coast of Waikato, client numbers are smaller, so clinics are organised as needed. When assessments or check-ups are due, audiologist Nick Jones coordinates a day in the region, combining multiple appointments into one efficient trip.

2. High-needs clinics

Our high-needs outreach clinics are designed for clients who require extra support—especially those experiencing cognitive decline, complex medical needs, or mobility challenges. These appointments provide a calm, understanding environment where clients can take their time, and where our team knows how to communicate sensitively and effectively.

Even when family members accompany a client, the familiarity and gentle approach of these community clinics make a huge difference. If a client later arrives at the clinic unexpectedly, local receptionists and audiologists know them by name, can offer a cup of tea, and contact THH for remote support if needed.

High-needs clinics also include home visits—for people who can no longer travel to a clinic or live in care facilities. In regional areas, these visits are linked to the outreach trips, while in Auckland, we run dedicated home-visit clinics quarterly (in South/East, North, and West Auckland). Whenever possible, we match each client to an audiologist who lives nearby, ensuring continuity and reducing travel time.

Where outreach clinics take place

Our outreach network now spans much of our upper North Island region from Taupō to Cape Reinga. Regular clinics are held in:

• Thames – Bay Audiology (twice a year)

• Te Awamutu – Wolfe Hearing (twice a year)

• Cambridge – Bay Audiology (twice a year)

• Hamilton – Your Way | Kia Roha Hearing Therapy (monthly)

• Tauranga – Your Way | Kia Roha (plus additional high-needs days twice a year)

• Rotorua – Audika (two days, twice a year)

• Taupō – Bay Audiology (twice a year)

• Whangārei – transitioning to a new private clinic (twice a year)

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These locations complement our van visits, filling in the gaps where access, time or client needs make smaller-scale outreach more practical.

The people behind the visits

Our outreach programme is a team effort. Each audiologist takes responsibility for certain regions, balancing outreach with other THH responsibilities. For example, Caroline covers Waikato, Rotorua and Taupō, Derek and Nicole cover Northland; Nick leads Tauranga and parts of Waikato; and others rotate through the Lakes and Auckland areas. We aim to share the workload evenly, though schedules are flexible—Nick, for instance, often aligns his clinics with family visits to the Waikato or Bay of Plenty.

Altogether, outreach visits account for around 300 client appointments each year—a significant contribution to our overall service delivery.

Why outreach matters

The value of outreach goes far beyond convenience. For many clients, it’s the difference between receiving care and going without it. Travel to Auckland can be physically demanding and expensive, especially for older adults or those with cognitive or mobility challenges.

One client story illustrates this vividly: before the high-needs clinic was established, an elderly client became so tired after travelling home from an appointment that they had a car accident. Since then, we’ve made it a priority to bring care closer to where people live, keeping them safe and supported.

Outreach visits also foster stronger community connections. Local audiologists and reception staff become familiar faces who understand CI users’ needs. They, in turn, become valuable partners in maintaining continuity of care between our visits.

Growing with our clients’ needs

When The Hearing House first began supporting adult CI users, only about 5% were considered high needs. As our population has aged, that number has grown to 25–30%, depending on the region. This group does not typically benefit from online appointments or remote testing—they need face-to-face interaction and hands-on support. For them, outreach isn’t just helpful—it’s essential.

We plan to continue expanding the high-needs outreach model, ensuring every client, regardless of age or ability, can receive the care they deserve.

What our clients say

Feedback from clients has been overwhelmingly positive. Many express deep gratitude—to both THH and the host clinics—for making it possible to receive care close to home. They say they feel less tired, less anxious and more confident about managing their hearing technology. For our audiologists, it’s equally rewarding - they see firsthand how accessibility, kindness and collaboration can transform lives.

See here https://www.hearinghouse.co.nz/ourservices for more about our range of services.

Rachel Maloy (speech language therapist) and Nick Jones (audiologist) at outreach at Papamoa Sports and Recreation Centre