Risk and Safety Report: Strengthening safety, learning, and trust

At Hearing & Speech Nova Scotia (HSNS), our work begins with people. Every day, our staff provide essential hearing, speech, language, balance, swallowing, and communication health services to Nova Scotians across the province. These services matter deeply, helping people stay connected to their families and communities, participate more fully in daily life, and navigate important moments with greater confidence and independence.

When communication barriers exist, even accessing care, understanding information, or advocating for yourself can become more difficult—affecting safety, wellbeing, and health outcomes.

Behind every appointment and client interaction is a team of skilled professionals committed to the people and communities we serve. Because this work has such a meaningful impact on people’s lives, HSNS keeps health, safety, and risk central to how the organization plans, leads, and improves. Risk management helps ensure we can continue providing safe, high-quality care within a changing health system.

Over the past year, HSNS deepened this work through a culture centred on transparency, learning, and accountability.

An important source of insight came through the HSO survey process, where staff expressed a desire for greater engagement in health, safety, quality, and risk processes, while highlighting emerging risks and opportunities for improvement.

In response, HSNS built on existing internal communication efforts through regular briefing updates and implemented ClearView Connects, an anonymous reporting platform that gives staff a safe way to raise concerns, share observations, and contribute to ongoing improvement without fear of judgment or reprisal.

This learning culture is also reflected in how we support staff, which is part of creating a safe and healthy workplace. Throughout the year, HSNS offered wellness activities designed to encourage connection, balance, and personal wellbeing, while supporting morale, retention, and teamwork.

HSNS also developed a dedicated section on its website to help Nova Scotians learn more about this work. The new resource reflects our commitment to openness and accountability, while providing greater insight into how the organization approaches health, safety, and risk.

These efforts align with the findings of HSNS’s 2025 Accreditation Report, which highlighted the organization’s integrated approach to quality, patient safety, and risk, including its focus on “quality care and safety in all activities.”

Looking ahead, HSNS will continue listening to staff, strengthening communication, and using feedback to guide action across the organization.

Health, safety, and risk are foundational to HSNS’s mission. By supporting staff and maintaining this focus across the organization, we’re better positioned to serve clients, families, and communities across Nova Scotia with consistency, compassion, and excellence.

Staff safety at HSNS

Speech Language Pathologist pointing to the letter A with a child client

Occupational health and safety is about keeping staff safe, supported, and informed.

Over the 2025–26 reporting period:

  • 38 staff safety incidents reported

  • 31 related to infrastructure

  • 5 related to inappropriate conduct by clients

  • 2 falls

Client safety at HSNS

A mother with a child on her lap at HSNS appointment

Client safety means delivering care that is timely, respectful, and free from harm. Examples of harmful incidents may include:

  • Delays in accessing services

  • Concerns related to care delivery or client experience

Over the 2025–26 reporting period:

  • 68 harmful incidents

  • 30 no-harm incidents

  • 30 near misses

  • 128 total client safety incidents

With 61,344 total client visits during the year, 128 client safety incidents represented 0.21% of visits, or approximately 2 incidents per 1,000 visits.