Client/Patient & Family Experience Survey 2025
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 client perspectives on the quality, accessibility, and safety of the care they received.
The 2025 survey was open from November to December with 608 responses, representing 2.22% 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. These insights are helping guide ongoing improvements through a renewed focus on engagement, transparency, and accountability.
Below are some of the 2025 survey highlights.
Clients shared high satisfaction with service delivery and its impact.
100%
of clients reported they were satisfied with the quality of care received
94%
felt audiology services improved their understanding of their hearing
90%
noticed improved skills through speech-language pathology services
98%
said they learned helpful new skills or knowledge during their visits
97%
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
99%
felt HSNS considered their culture and/or primary language
Of the 570 comments received, 80% were positive. Clients described:
Helpful, patient, and friendly staff
Services that felt caring, thorough, and professional
Excellent results, including learning important information and seeing improvement
Key areas for improvement included:
Reducing wait times
Communicating plans around staffing and vacancies