Client/Patient & Family Experience Survey 2023 

Hearing and Speech Nova Scotia (HSNS) is committed to providing high-quality services, which can be measured in many ways. One vitally important way is to ask HSNS clients how they feel about the quality of services they received. HSNS conducts a client survey annually, and the results help identify strengths and areas for improvement.

The 2023 survey ran between November and December, and HSNS received 764 responses, representing a total of 2.99% of all HSNS clients seen in 2023 and exceeding the minimum required response rate for analysis.

Here are some of the survey highlights:

99%

said they were satisfied with the quality of care they received

92%

said they had a better understanding of their (or their family member’s) hearing

88%

said they have improved speech-language skills because of HSNS services provided

97%

said they learned helpful new skills or knowledge during their visits

98%

said they had a good understanding of managing their own care

99%

feel that HSNS is a safe space to receive services

In 2023, HSNS maintained high satisfaction rates in helping clients and families understand the results of their assessments.

98%

of clients and families said they understand the results of their assessments

98%

said that staff counseled them during their care

98%

said they are involved in decisions about their care

99%

said staff listens and answers questions

In 2023, HSNS clients told us they felt respected by our staff and that we considered individual -client/family needs during their assessment and treatment.

99.8%

felt they were treated with respect by staff

99.3%

said that staff considered their individual needs, preferences, and values

99%

said they know they can refuse treatment that is offered

97.4%

knew how to submit a complaint or compliment

This year, we asked new questions about physical, emotional, and cultural safety and accessibility.

98%

said they were able to move around the office with ease

99%

said staff considered their cultural background and needs when providing services

99%

said staff considered their primary language when providing services

99%

said staff considered hearing and vision needs when providing services

96%

said HSNS hours of operation met their needs

Of the 575 written comments HSNS received, 83% were positive comments about:

  • how caring, helpful, kind and professional the HSNS staff is;

  • feeling physically and psychologically safe during visits; and

  • they had an overall great experience.

Clients and families also let us know where HSNS needs to improve.
Key suggestions include:

  • improved wait times;

  • improved physical accessibility and parking; and

  • improved access to services in other languages.