For Matthew Coward and Karen Finch, co-directors of All About Hearing, the decision to establish a permanent base in Kesgrave represents more than just business expansion. It is a statement of intent about their long-term commitment to the county and their vision for what independent hearing care should look like.
The new facility, which opened at the beginning of February, comes after years of successfully serving patients through satellite clinics in Ipswich, Woodbridge, Framlingham, and Woolpit, as well as domiciliary visits. Whilst this model has served patients well, the limitations were becoming increasingly apparent.
"Until now, all our work has been delivered through satellite clinics and domiciliary visits, which continues to serve patients well but naturally limits the scope of services we can provide in one location," Matthew explains.
Why Kesgrave?
The firm's choice of location was carefully considered. The demographic fit with East Ipswich, combined with feedback from patients, made Kesgrave a natural choice.
"We wanted to be close to Ipswich, but taking into consideration where customers were coming from," they noted. Their client base is skewed towards the east side of town, and many patients had specifically asked not to have to go into the town centre.
But perhaps the most critical factor was accessibility. "Parking was a huge part of the decision," they explain. "For elderly patients, easy parking can be the difference between accessing care and going without."
Purpose-built for better patient care
The difference between a satellite clinic and a purpose-built facility boils down to patient care. Karen is clear about what this means in practice.
"Having a purpose-built clinic transforms the patient experience. We can control every aspect of the environment, from the warm welcome the patient receives when they arrive to the sound quality, privacy and comfort in our Audiology Suite," she says.
The facility includes a state-of-the-art, sound-treated audiology booth, which provides optimal acoustic conditions for highly accurate diagnostic testing. This simply was not possible in temporary clinic spaces.
"While our satellite clinics are well equipped for routine hearing assessments and earwax removal, some specialist equipment simply isn't portable," Matthew explains.
The new premises also enable minor operations, such as removing small bits of metal from someone's ear, which would not be possible in a satellite office. There is specialist equipment, like microscopes, that can now be used to provide more in-depth care.
But it is not just about the clinical equipment. The entire environment has been designed with patients in mind.
"It's just nice to have your own place," the team reflects. "It feels homely – like you're walking into a lounge, not a doctor's surgery."
Karen adds:
What excites me most is the ability to create a space that truly reflects our values as clinicians. It's calm, professional, and centred entirely around patient care. It also gives us room to develop new services and invest in equipment that simply wouldn't be practical in temporary clinic spaces.
This contrasts sharply with what they see as the approach of many high street providers. "Nationals tend to want to just do the quick, in-and-out tests and fitting hearing aids," they note, while their model, they say, is built around taking time to understand each patient's needs properly, while giving patients access to a full range of products.
Growing the team
The expansion brings job creation, too. Richard has recently joined as a trainee audiologist and is embarking on a two-year apprenticeship with De Montfort University, Leicester. The business is also recruiting two part-timers for the customer care team and plans to bring in a new hearing care assistant.
For Karen, training the next generation is a core part of her role. She has trained 10 audiologists throughout her career and finds it deeply rewarding.
"Training the next generation of audiologists is a real passion project for me. I care deeply about the future of our profession, and about ensuring that the standards we uphold today continue to strengthen in the years ahead," she says.
"For me personally, there's nothing more rewarding than helping someone grow in confidence and competence and knowing you're playing a small part in shaping the future of hearing care."
Looking ahead, the business would like to employ a paediatric audiologist, who requires a very different skill set and different equipment and testing methodology from general audiology.
The independent difference
All About Hearing is proud of its independent status, which they say sets it apart from many high street audiologists. "A lot of high street providers are owned by manufacturers. They're going to always recommend their own products, whereas independent audiologists always recommend the best product," they explain.
With access to over 300 models of hearing instruments, they can tailor recommendations to individual patients rather than being limited to a single manufacturer's range.
A focus on community
The business is not just establishing a clinical presence in Kesgrave, but actively embedding itself in the community. They already host twice-annual charity quizzes at Kesgrave Community Centre, which is basically next to their new unit, and are the official sponsor of the Kesgrave 10k Memorial Run.
They have also committed to taking part in the Kesgrave litter pick and are meeting with the parish council to explore further opportunities to get involved with the community.
"We're always looking to embed the business in the community," they say.
Planned growth ahead
Matthew is clear about what this investment represents for the business's future.
"This investment marks a significant step forward for All About Hearing. Establishing a permanent, purpose-built base in Kesgrave demonstrates our long-term commitment to Suffolk. It gives us the foundation to expand responsibly, invest in advanced technology, and continue raising standards in independent hearing care," he says.
The timing was crucial. "We've seen steady growth over the past few years, both in demand for our services and in the reputation we've built locally. The timing felt right because we had reached the point where a dedicated facility would allow us to do more for our patients," he explains.
"Rather than continuing to only operate within the constraints of hired spaces, we wanted to create an environment designed specifically around high-quality hearing care."
With the Kesgrave facility now open, the focus is on consolidation and getting the operation running smoothly. However, ambition remains. The team previously ran a business with 26 locations, so growth is in their DNA.
The Kesgrave practice gives them the capacity to grow in a planned and sustainable way. They anticipate growth in three key areas: the number of patients they can see each week, the range of advanced diagnostic services they can offer, and the size of their clinical team.
Currently serving hundreds of patients across all their clinics, the new base provides the platform for responsible expansion without compromising on the quality of care that they believe has built their reputation.
All satellite clinics will continue operating alongside the flagship Kesgrave facility, maintaining the convenience that patients value, whilst offering access to more advanced services at the permanent base.
The bottom line
All About Hearing's investment in Kesgrave represents a significant milestone for the business and a vote of confidence in the market. With over £75,000 invested in creating a purpose-built facility, training the next generation of audiologists, and embedding themselves in the local community, Matthew and Karen are building something designed to last. For patients across the area, this means access to independent hearing care that refuses to compromise on quality, delivered from a facility designed entirely around their needs.
