Evaluating a drive-through walk-in model for hearing aid management in the public healthcare sector during COVID-19 in South Africa

Abstract

Abstract Background The COVID-19 pandemic significantly disrupted healthcare services globally, prompting the need for innovative solutions. In South Africa, a drive-through/walk-in service model was implemented for ear and hearing aid management within the public healthcare sector to address the challenges posed by the pandemic. Aim This study aimed to explore the development, implementation, and outcomes of the drive-through/walk-in ear and hearing aid management service model in South Africa’s public healthcare sector during the COVID-19 pandemic. Specifically, the study investigated patients' experiences with participation, examined perceptions of service efficiency, and explored patients' reflections on the service. Methods A retrospective qualitative approach was employed, analysing patient feedback and clinical records. Data were collected from 46 patients using a combination of clinical records, observations, and semi-structured interviews. Thematic analysis was conducted to identify key themes related to communication challenges, dependence on hearing aids, service accessibility, and patient satisfaction. Results The analysis identified several themes under each specific objective, including (a) participation and communication challenges, (b) obligation, dependence, and safety, (c) accessibility and systems constraints, (d) time efficiency and systems management, and (e) recommendations for improvement. Patients reported significant communication challenges due to physical barriers such as the use of face masks, which hindered lip-reading and social interaction. Despite these challenges, patients viewed the service as essential due to their dependence on hearing aids for communication and safety. Most participants appreciated the efficiency of the service, although some noted rigidity in scheduling. Satisfaction levels were high, with many patients expressing a desire for the service to continue post-pandemic. Conclusion The drive-through/walk-in service model effectively maintained essential hearing aid management during the pandemic, addressing critical patient needs despite some limitations in accessibility and flexibility. The study highlights the importance of adaptable, patient-centred healthcare delivery models in times of crisis and suggests that such services should be considered for future healthcare strategies.

Keywords

• COVID-19
• Drive-through service
• Walk-in service
• Hearing aid management
• Public healthcare
• Patient participation