Client/Patient & Family Experience Survey 2024
Hearing & Speech Nova Scotia (HSNS) is committed to ensuring that clients receive high-quality, safe, and accessible services, and that their perspectives help shape how those services are delivered. One of the ways we gather this feedback is through the annual HSNS client experience survey, which helps us understand how clients feel about the quality, accessibility, and safety of the care they received.
In 2024, the survey was open from October to November with 700 responses, representing 2.76% of all HSNS clients seen that year.
While the data reflects some of the ongoing challenges facing healthcare across Nova Scotia, it also highlights where we’re making a difference and where we can grow. We’ve carried these insights forward with renewed focus and a clear engagement plan, and we remain committed to transparency and accountability as we work to improve outcomes.
Here are some of the survey highlights:
100%
of clients reported they were satisfied with the quality of care received
95%
felt HSNS services helped them better understand their hearing
88%
noticed improved skills through speech-language pathology services
98%
said they learned helpful new skills or knowledge during their visits
96%
felt they received the information they needed about next steps or end of care
HSNS clients continue to report feeling respected and safe throughout their care experience.
98%
felt HSNS was a safe space to receive services
100%
felt they were treated with respect
99%
felt staff acted on concerns or complaints
Clients also told us they felt listened to and involved in decisions about their care.
99%
felt involved in decisions about their care
100%
felt staff listened and answered their questions
98%
felt they were able to receive services in a way that worked for them
100%
felt HSNS considered their culture and/or primary language
Of the 487 comments received, 83% were positive. Clients described:
Caring, helpful, respectful, kind, and knowledgeable staff
Services that felt welcoming, safe, and accessible
Excellent results, including learning important information and making meaningful progress
Key areas for improvement included:
Reducing wait times
Increasing flexibility in how clients access services (e.g., in person or virtual)