Introduction: Hearing loss is a condition that affects communication and social insertion, increasing in frequency with increasing age. Explicit Health Guarantees (GES) have placed hearing loss in adults over 65 years old as a health priority in Chile, guaranteeing access to hearing aids to those who need it. However, it has been seen that adherence to their use is hampered by several factors. Methods: This was a qualitative study to find items related to the adherence to use of hearing aids. We performed individual and focus group interviews in the Department of Otolaryngology at a hospital in Santiago (Chile) from June to September 2012. Results: Using hearing aids was positive for patients, perceiving an improvement in their relationship with the environment. The severity of hearing loss and the patient's own social life was relevant. For otolaryngologists and audiologists the study highlights the low patient perception of the need for hearing help. Discordance between expectations and the reality of patient adaptation is generated. Another relevant factor identified was the lack of a rehabilitation programme. Conclusions: The elements that influence adherence are associated with 3 groups: patient factors, audiological factors and factors dependent on the health programme. The most important, from the perspective of patients, would be the fear of improper handling; for otolaryngologists, the socio-cultural perception of the hearing aid user as a disabled individual; for audiologists, inadequate prosthetic fitting and the lack of an appropriate rehabilitation program. © 2013 Elsevier España, S.L.