Scrivens Hearing Care says it provides the very best in hearing tests, digital hearing aids and local hearing care. Do its customers agree?

Scrivens hearing main 455755

 

Scrivens Hearing Care is one of the main hearing-aid providers in the UK, with more than 300 outlets. In our survey of its customers, Scrivens Hearing Care achieved an overall customer score of 69%, which made it the lowest scorer in our survey. Eight per cent of its customers said they probably or definitely wouldn’t recommend Scrivens to a friend or family member, and 11% weren’t sure, with 81% saying they would recommend the company.

How does Scrivens compare?

Scrivens customers rate the retailer as good for its testing environment including cleanliness, comfort and privacy, and the thoroughness of its testing.

But Scrivens rates as only three stars for staff (including answering questions and concerns, and professionalism), and on products: the range, appearance, comfort and suitability of its hearing-aid offering. Its only poor rating is for its after-care, the one company to get a poor rating.

This may help explain why Scrivens customers are significantly more likely to report problems with their hearing aids. Two-thirds (67%) reported problems, as did 66% of Specsavers customers.

However, it is normal to have problems with your hearing aids especially when they’re new – 57% of people we surveyed reported problems across all retailers – and what’s important is how well these are followed up so that the audiologist can make adjustments needed.

It’s also important to note that Scrivens and Specsavers are the only companies to offer an NHS-funded service (‘Any Qualified Provider (AQP)’) to some customers referred by their GP or health professional.

This may have influenced the ratings Scrivens’ (and Specsavers’) NHS customers gave them for areas such as product range, hearing aid appearance and suitability. See the table below to see how Scrivens performed in all areas.

See the table below to see how Scrivens performed in all areas.

Scrivens hearing aids  with Customer star rating

Waiting times ★ ★ ★ ☆ ☆

Testing environment ★ ★ ★ ★ ☆

Staff ★ ★ ★ ☆ ☆

Thorough testing ★ ★ ★ ★ ☆

Product range ★ ★ ★ ☆ ☆

Hearing-aids appearance     ★ ★ ★ ☆ ☆

Hearing-aids comfort     ★ ★ ★ ☆ ☆

Hearing-aids suitability ★ ★ ★ ☆ ☆

After-care ★ ★ ☆ ☆ ☆

Price     _

Sample size 49

Customer score 69%

Scrivens and the NHS

In some areas of England, customers have the option of being assessed by and getting their hearing aids and after-care from, Scrivens, with the NHS footing the bill. This is called the Any Qualified Provider scheme and starts with a referral from your GP.

Scrivens says it now provides this service in a number of its branches and medical centres in England (you can check if your area is one that is eligible by using Scrivens’ eligibility checker).

We asked people who had used the Any Qualified Provider scheme if they regretted using it. Three-quarters of Scrivens AQP customers (76%) did not and one in five (22%) didn’t feel clearly either way.

Scrivens hearing-aid pricing

Scrivens Hearing Care

 

 

We are unable to give an average price rating for Specsavers as we did not have enough people rating this measure. In our last survey (2018) members reported paying the lowest average price for a pair of hearing aids, when compared with other providers. Do remember to factor in additional costs such as batteries and wax traps.

Scrivens offers an Essential Care plan that supplies these as an optional extra at £2.50 per month, but all retailers have slightly different offerings and some provide batteries free for up to four years.

We’ve mapped what each retailer offers in its package of hearing aid prices, and put this side by side so you can really compare what you’re paying for.

We’re pleased that Scrivens publishes its hearing-aid prices online (not all retailers do), so that customers can find it easier to research what’s on offer in a market that can be confusing, as price is bundled with service and after-care.

What brands do Scrivens customers buy?

Scrivens sells hearing-aid leading brands Starkey and Bernafon. In our survey, 41% of Scrivens customers reported getting Bernafon hearing aids. It’s common for retailers to sell just two or three of the major brands, so choose carefully if you want a particular make.

What Scrivens customers told us

There were some comments about Scrivens’ after-care, its only poor rating. These may include ones from its Any Qualified Provider (NHS) customers: One said: ‘I feel the appointment was rushed and I haven’t been offered a follow up appointment.’

Another commented: ‘Scrivens was dreadful. I have had no follow up at all since the day I got them.’ But a third customer said: ‘It [appointment] was well done and  the new aids were given to me straight away.

Since then I have received a supply of new replacement batteries which will be enough to last me about 18 months!’