Hearing Health on Hold: Why We Need Silent Options

January 2023 The Hearing Journal 7 The British Journal of General Practice published an article that found “Music is common in the GPs’ waiting room despite conflicting evidence of its effect on patients’ anxiety and stress.”2 It found over 80% of participants found classical music relaxing, but only 61% of patients and 52% of staff wanted music. Those who didn’t want it were “overwhelmingly negative” with comments like, “I’d rather wait in the street than sit in a waiting room with music.” Background music while on hold. The use of background music (which for purposes of this article includes music and/ or marketing) is not limited to public places. As noted above, many entities put customers on hold with a repetitive music loop. It’s not unsafely loud; in fact, the level can often be controlled by the listener. But unlike music in public places, it’s not “background.” It has to be the dominant and loudest sound, no matter how soft you have the volume. Pandora, the music marketing company, reviewed several studies3, including the British Journal of General Practice study, and noted: “for two-thirds of respondents, volume control was crucial. This typically has less to do with high decibels that may damage hearing and more to do with whether music was in the background or foreground. Too often, foreground music is perceived as an additional stressor rather than a form of stress relief.” A mobile carrier study4 found that in a one-month period “more than half of Britons have become annoyed while waiting in a call centre queue and of those surveyed, 64 per cent say their frustration is increased further by music that is supposed to calm them down.” Some people try to work while waiting on hold. However, if your work involves critical listening such as a sound engineer, T he science is clear: stress is not healthy, and noise can cause stress. Many public places, such as department stores, grocery stores, cafes, and restaurants, play recorded background music and/or a marketing loop. When one calls a bank, insurance company, internet provider, or government office, chances are one is going to be put on hold with repetitive music and/or a marketing loop. Studies consistently show the public is divided over background music: some like it, some don’t, and some don’t notice it at all. A very high percentage of the hearing impaired have significantly greater difficulty. Even when played at safe levels, studies show significant members of the population consider it unwanted stressful noise. Silence can reduce stress for many Americans, especially those with hearing impairments. On the other hand, one person’s noise is another person’s stress reducer; some hearingimpaired people find silence aggravates their condition and find relief from a little background sound. This can create a challenge for public health officials trying to provide a safe environment for all members of the public. Whenever possible, the public should be informed of risks and have freedom of choice, provided it doesn’t harm others.