LEIGHTONS – Visioning hearing delight

CEO Ryan Leighton and MD Rebecca Sharp offer readers insight on the “unsung heroes” of audiology, a mission for rapid expansion, and the need to “normalise hearing loss”. Exclusive interview with Audiology News UK

Audiology Worldnews (AWN): Leightons is aiming for substantial growth in its audiology business for 2024 and 2025. How do you hope to achieve this, and what are the bumps to ride?

Ryan Leighton (CEO) and Rebecca Sharp (MD) (Leightons): We’re pursuing a three-pronged approach to achieve our growth targets. First, we are elevating the support for our audiologists with top-notch training and ongoing professional development. This involves leveraging our professional services team and audiology mentors, as well as expanding our team of area managers to support audiologists and our partners.

Second, we aim to expand our partnerships, increasing the number of clinics within existing partner practices and serving new communities. By the end of 2025, we plan to grow our combined estate of audiology practices from about 330 today to over 400.

Lastly, we are focused on strengthening our relationships with partner practices and enhancing our brand and marketing presence both nationally and locally.

This comprehensive strategy continues the high-quality, person-centred approach to audiology that we have championed since 2006 and builds on the successful partnership-led business model with The Hearing Care Partnership (THCP) since 2017.

AWN: Will Leightons be trying to leverage growth on any particular aspects of hearing care, and any precise UK areas geographically?

Leightons: Our focus remains on providing comprehensive adult audiology and hearing rehabilitation services, while also expanding our innovative services to help people hear and live life more fully.

Geographically, we plan to grow both within our existing practice network and by moving into new towns. This strategy allows us to widen our geographic reach and bring our services to more communities across the UK.

AWN: How do you ensure a high-quality patient experience across your practices?

Leightons: To ensure consistency, we focus on two key aspects: the skillsets of our audiologists and the patient journey. All audiologists at both Leightons Opticians and Hearing Care and THCP undergo rigorous training, use identical equipment, and receive continuous support. This ensures that every patient receives the highest standard of care consistently across the country.

From the outset of the patient journey, we prioritise clear communication, setting expectations for what patients can anticipate during their appointments while also understanding their own expectations.

Our approach is fundamentally patient-centred, emphasising open communication and giving patients the time and space to express their thoughts and concerns about their hearing and any potential impairments. We recognise the importance of involving significant others in this process, understanding that hearing plays a crucial role in communication dynamics.

During appointments, we allocate ample time to ensure patients feel unhurried, and our assessment process is not only informative but also educational. Our comprehensive range of testing equipment allows for a thorough examination of ear health and an understanding of how any potential impairments impact patients’ lives. This enables us to quantify the benefits of improving their hearing health and empowers patients to make informed decisions.

Our commitment to premium quality care is evident, and many patients remark that our approach exceeds their previous experiences, describing our assessments as the most thorough they have encountered.

AWN: A “politically neutral” manifesto initiative has been launched by Specsavers to promote changes in hearing and eye health delivery, and a shift to community primary care audiology service. Where does Leightons stand on such proposals?

Leightons: Leightons and THCP hold NHS audiology departments in high regard, recognising the significant value they provide to patients nationwide. As the largest private hearing aid provider and a key Any Qualified Provider (AQP) partner to the NHS, Specsavers has introduced changes aimed at enhancing hearing and eye health delivery through community-based primary care services. This shift could support the NHS and expand patient choices.

Leightons and THCP remain committed to offering free hearing assessments across the UK, helping patients understand their hearing needs. However, we will maintain a private-only service model for the foreseeable future.

That said, we’re always open to new ideas that enhance patient choice and accessibility. If these initiatives also support the NHS, all the better. The concept of a system like optometry, where patients have more options, is intriguing, and we’ll be watching how it develops.

Our focus remains on delivering top-notch audiology and optical services, customised to our customers and local communities. We’re dedicated to maintaining excellence in our care, offering the latest in hearing technology, and providing immediate support for hearing needs without delays. We’re keenly aware of, and will stay abreast of, broader healthcare trends and potential policy changes that could benefit patients.

AWN: In comparison with the doctors in medical specialties, professionals in UK audiology have been described as carrying a sense of victimhood, as if the lack of an official specialty status leads to a collective inferiority complex. Can you relate to this view?

Leightons: That is not something we have experienced. The professionals we have met, both within our organisation and beyond, have chosen a career in audiology because they believe in what they do and understand the profound impact they have on people’s lives, whether they are NHS or private providers.

In every profession, there are specialisms and levels of qualifications, and we celebrate the contributions of hearing care assistants (HCAs), hearing aid dispensers (HAD)s, audiologists, and clinical scientists.

Every day, our teams enrich and transform people’s lives through testing, counselling, support, and providing the best hearing aids on the market. The immediate, direct feedback they receive leaves them fulfilled and with a genuine sense of purpose, never feeling inferior.

As an employer, we see it as our responsibility to nurture, train, and support every employee, developing them to be the very best in the industry.

We may be protective of our industry, both privately and within the NHS, but that’s not a bad thing. It stems from our passion for what we do and our genuine care for every single patient we see. The ability to make a difference in someone’s quality of life is why we’ve all entered this profession. We want to grow and develop as an industry and as a collective. We’ve always worked in multidisciplinary teams, and we’ve both experienced and given respect in those settings.

AWN: What can the profession or the industry do to elevate the prestige of treating hearing health?

Leightons: Normalising hearing loss – whether due to age-related decline, industrial and noise impact, or genetic factors – is crucial. While correcting sight with spectacles and contact lenses is a given, the same cannot be said for hearing loss. Advances in technology continually enhance our ability to diagnose hearing loss, understand its impact on individuals and their families, and improve hearing aids themselves.

The professionals working with patients are often unsung heroes, so it’s incumbent on everyone within the audiology community to build a positive narrative. Perhaps we can take a cue from dentistry: just as everyone desires a perfect white smile, we should strive for everyone to live life to the fullest through clear hearing at every stage and in every aspect of their lives.

AWN: A hiring crisis exists in audiology across sectors and apparently across all national boundaries, whatever the health system. What, as a group, is your strategy for recruitment?

Leightons: At Leightons and THCP, our mission revolves around enhancing people’s vision and hearing, which shapes every decision we make and reflects our core vision: ‘Listen, Empathise, Educate, and Delight’. Our values – ‘Beyond Great, Be Together, Be True, and Be You’ – play a pivotal role in attracting and retaining talented audiologists from both the NHS and private sectors.

Audiologists are drawn to us because of our unique, person-centred care model that integrates hearing care with optometry. We provide state-of-the-art diagnostic equipment, comprehensive assessments, and a robust aftercare programme, appealing to those seeking impactful careers with competitive earning potential, continuous training, and clear pathways for growth.

Supporting ongoing learning and development is central to our approach. Our professional services audiology team, mentors and area managers foster growth, complemented by a comprehensive four-week induction programme, which is one of the most thorough in the UK. We actively engage in industry events and host our own to foster community and professional advancement.

Often regarded as the “best-kept secret” in audiology, we aim to change this perception and establish ourselves as the preferred choice for audiologists. Our supportive, innovative and growth-oriented culture is central to this goal.

In terms of recruitment, we maintain a strong presence at industry gatherings and benefit from referrals, underscoring our solid reputation. Continuously enhancing our recruitment strategies ensures our opportunities reach a broader audience.

Attracting top talent in audiology hinges on our commitment to patient care, professional development and a nurturing work environment. Joining Leightons or THCP means becoming part of a team that values excellence, compassion, and offers the resources and opportunities for a fulfilling career.