Audiology advice line to introduce new streamlined opening hours from 1 December

NHS Lanarkshire’s Audiology Service is introducing a series of improvements over the coming months to its telephone advice line to make the service more efficient and improve the experience for patients.

From 1 December 2025, the advice line will operate between 9am and 12pm and 1pm and 4pm, with all administrative tasks now being carried out by staff between 4pm and 5pm when the phone lines have closed.

The change follows feedback and ongoing service reviews which highlighted that patients often had a long wait to speak with staff members as they completed essential administrative tasks linked to their enquiry. By moving this work to the end of the day, calls will become shorter and more focused, meaning patients will spend less time waiting on the line.

Joanne Lydon, Deputy Service Manager for Audiology, explained: “Patients are at the heart of everything we do. We want every call to be as smooth and helpful as possible. By separating clinical advice from the administrative work that needs to follow, our team can deal with enquiries more efficiently and patients won’t need to wait on the phone while tasks are completed behind the scenes.”

The audiology team currently receives a reduced number of calls between 4pm and 5pm, so the new timetable is not expected to impact access. Instead, it will allow staff to dedicate this time to processing paperwork, referrals and follow-up actions, ensuring these are completed promptly and accurately.

The advice line will continue to be staffed by experienced team members each day, ensuring patients get the support they need when they call.

Joanne added: “This improvement is all about enhancing both the patient and staff experience. Shorter calls, less waiting, and a smoother service – that’s what we’re aiming for.”

Patients can continue to contact the Audiology advice line on the usual number between 9am and 12pm and 1pm and 4pm, Monday to Friday.

All Audiology appointments must be pre-arranged.

For advice and general enquiries or to make an appointment, please contact the Audiology Advice line on 01698 687 772.

Patients contacting the service will be sign-posted to appointments for Hearing Aid Care and Maintenance, Repairs and Rehabilitation

Audiology provide:

• Adult and Paediatric Hearing Assessments
• Advice on Tinnitus management
• Hearing-Aid Assessments and Provision
• Hearing Aid Self-management advice
• Hearing Aid Advice and Repairs (care and maintenance appointments are available)
• Drop-off and Collect service for hearing aid repairs
• Domiciliary Visits (Hearing-Aid Assessments Supply and Repairs)

Audiology Service Advice Line Opening Hours

Monday to Friday 9am-12pm and 1pm-4pm

• Telephone: 01698 687 772
• Text: 07795 401016
• e-mail: audiology@lanarkshire.scot.nhs.uk

NHS Lanarkshire delivers a wide range of Audiology Services including:

• Paediatric Audiology Assessment
• Paediatric Hearing Aid provision
• Adult Assessment and Hearing Aid Provision
• Hearing Aid Repairs by Appointment
• Hearing Aid support via Help-desk
• Tinnitus Management Clinics