This is a checklist of criteria that each client must meet in order to use Oticon RemoteCare.

The client must:

1. Be ≥ 18 years old

2. Have an active email address

3. Have compatible hearing aid(s). See compatible hearing aid(s)

4. Have access to a stable internet connection suitable for both sound and video streaming, with a recommended minimum speed of 1/1 Mbit/s

5. Have a compatible mobile device. See compatible devices

6. Device skills:

On their iPhone, iPad or Android, the client uses applications, receives/sends emails, and knows how to connect to Wi-Fi

You assess each client’s suitability, using Oticon RemoteCare Candidacy Scoring Sheet.

Download Oticon RemoteCare Candidacy Scoring Sheet

It is important to ensure you get each client set up and ready while they are with you in your clinic.

We recommend the following steps to ensure that the client is set up for Oticon RemoteCare use:

Materials to share

Print out and give the following materials to the client:

Oticon Companion App instructions for use iPhone, iPad and Android

User preparation checklist

In addition, introduce your client to Oticon RemoteCare support webpage for hearing aid users

App download and setup

Help your client to download the Oticon Companion app on their mobile device. Help them set up an Oticon account (if they don’t already have one) and to pair their hearing aid(s) to their mobile device.

 Be sure to:

• Note down the client’s email address (remember to check that the email address is the same one the client uses to log in to the app)

• Run a quick Oticon RemoteCare visit and show them how to use Oticon Companion App

• Schedule a time for the first Oticon RemoteCare appointment

Technical requirements

• PC camera or external camera (webcam)

• Microphone and speakers or headset

• Internet with a recommended minimum speed of 1/1 Mbit/s

• Internet Explorer 11 (needed to sign up)

• Email account

Get ready to use Oticon RemoteCare

1. Create an Oticon RemoteCare account: Open the Oticon RemoteCare invitation email sent by your local representative and follow the instructions

2. Launch Oticon RemoteCare in Oticon Genie 2

Set your stage

Please ensure the following requirements are met before using Oticon RemoteCare:

• Set up the video so there are minimal visual distractions for the client (if possible, avoid windows and high traffic areas)

• Select a quiet location that ensures there are minimal audible distractions

• Ensure all technical requirements are met

• Check that the computer camera, microphone, and speakers are working

• Position yourself close to the microphone to achieve the best sound quality (headset recommended)

• Avoid shuffling or fiddling with paper during the session, as this can negatively affect the sound quality

• Position yourself in front of the camera so the client can clearly see your face and lips

• Speak in a clear and measured tone, checking in with client regularly to make sure there are no issues with the connection or audio

• Use your clinical judgement to determine if the client needs to come into the clinic to address their issues

At the time of the appointment, open Genie 2 and select the client’s file.

1. Toggle to turn on Oticon RemoteCare.

2. Enter your hearing care professional credentials and click ‘SIGN IN’.

3. Enter client account details and press ‘CONTINUE’.

4. Once the client is in the virtual waiting room, click ‘START AN APPOINTMENT’ when you are ready.

Note: It is only possible to start a session when the client is already present/has started an appointment.

Use RemoteCare communicator to communicate with your client

a) Enables text messaging and communication via audio and video between you and your client

b) Hearing aid status indicators

c) Enable/disable camera

d) Mute/unmute microphone

e) Refresh video

Having problems?

Go to Troubleshoot – During the session

• Ensure you have not disabled your camera in RemoteCare Communicator

• Ensure your camera is not covered

• Ensure your preferred camera is the only one connected to your computer; if applicable, disconnect any external cameras that you do not want to use for the RemoteCare visit, then restart Oticon Genie 2

• Refresh the video by pressing the video refresh button in the upper right corner of the RemoteCare Communicator

• Ensure that there are no other programmes running that use video (eg. Skype); if there are, close them and restart Oticon Genie 2

This relates to the quality of your webcam. You might consider upgrading your webcam.

Either your client has an upload bandwidth that is below the recommended minimum 1/1 Mbit/s, or you have a download bandwidth that is below the recommended minimum 1/1 Mbit/s.

If the video quality is very poor, ask your client to disable video, then disable your own video and continue the visit using audio and text chat.

• Refresh the video by pressing the video refresh button in the upper right corner of the RemoteCare Communicator

• Ensure your client has not disabled the video function in the Oticon Companion app

• Ensure the user has allowed the Oticon Companion app to use their camera and microphone:

- For iPhone® and iPad®: This can be checked in Settings > Companion
- For Android devices: This can be checked in Settings > Apps > Companion > Permissions

• Ensure your client has not enabled any kind of battery-saving mode on their device

Please note: Changing the settings during a visit will restart the Oticon Companion app.

• Ensure your loudspeaker volume and computer volume are not muted or low

• Ensure the user has allowed the Oticon Companion app to use their microphone

- For iPhone and iPad: This can be checked in Settings > Companion 

- For Android devices: This can be checked in Settings > Apps > Companion > Permissions

Please note: Changing the settings during a visit will restart the Oticon Companion app.

• Ensure your client has followed the guidelines for preparing for the visit (Bluetooth® turned on, hearing aid(s) paired to the mobile device, full battery levels etc.)

• Go to the ‘FAMILY’ or ‘SELECTION’ screen and connect the hearing aid(s). Once connected, proceed to ‘FITTING’.

• If the problem persists, both you and your client need to restart the visit:

- Client: Power off the mobile device, restart it, then open the Oticon Companion app and start the visit again

- Hearing care professional: Close Oticon Genie 2 and re-open it, then start the session again

If settings are successfully uploaded to the hearing aid(s) but something went wrong in Oticon Genie 2, then the changed settings are saved in the hearing aid(s) but not in Oticon Genie 2. This will trigger a pop-up message in your subsequent visit, which informs you about the settings mismatch.

You should always choose the hearing aid(s) settings in this pop-up, unless you are certain you have made changes in Oticon Genie 2 that are stored there but have not yet been uploaded to the hearing aid(s).

Try to connect to the session again. If your client disconnected and you expect they will try to rejoin, wait for your client to join again.

If you cannot re-establish the connection, contact your client and make a new appointment.

In any case, the hearing aid(s) are OK and can be used. The settings from the last upload (or initial fitting, if you did not upload any settings) are in the hearing aid(s).

Please ask your client to:

• Ensure Bluetooth is enabled on their mobile device

• Ensure the hearing aid(s) have new or fully charged batteries

• Ensure the hearing aid(s) are paired with their mobile device

• Restart the Oticon RemoteCare app and go to “Connect your hearing aid(s)”

• If recovery mode starts up in the app, follow the guidance in the app

If the hearing aid(s) still do not work as they should and your client can no longer use them, then the standard warranty and return policy for hearing aid(s) applies.