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2025 Voice of the Patient

Research Objectives

From March 27 until April 16, Pivotal Research, a Canadian research firm, conducted a survey on behalf of ACSLPA. This survey was designed to capture patient and client experiences, perceptions of care, and awareness of ACSLPA.

This research was conducted to ascertain the perspectives of the general public in Alberta regarding their experiences with audiologists and speech-language pathologists (SLPs) and their awareness of the professions' regulation as well as the perceptions of those who have not accessed care recently or ever.

ACSLPA is sharing the findings of the survey with our registrants and the public. We hope these finding provide valuable data about public awareness and patient experiences in Alberta. To access the complete report, click here.

Summary of Findings

Most were satisfied with their overall experience receiving care from an audiologist or speech-language pathologist. This includes 84% of those who visited an audiologist and 76% who received care from an SLP, indicating a positive overall experience across both professions.

Cost-related communication received some of the lowest satisfaction scores. Only 61% of audiology patients and 50% of SLP patients felt costs were as estimated or clearly explained. Slightly more were satisfied with information about treatment costs (65% audiology, 60% SLP), pointing to a need for greater transparency.

Satisfaction with recent care was lower among certain demographic groups. Younger adults and those whose first language is not English consistently reported lower satisfaction throughout the patient journey for both audiologist and SLP care, compared to their respective counterparts.

Respondents who have accessed audiology or speech-language pathology services generally perceive the quality of care in the province to be high. Nearly seven in ten respondents agreed or strongly agreed with this assessment, including 70% of audiology patients and 67% of SLP patients. These perceptions point to a broadly positive public view of regulated care in these professions.

Familiarity with ACSLPA was strongest among those with direct care experience, with 30% of audiology patients and 39% of SLP patients aware of the College, in contrast to only 11% of non-patients.

For the most part, patients felt respected, informed, and engaged in their care. Roughly two-thirds reported feeling comfortable raising concerns, knowing what to expect, and having the tools to make informed decisions. In addition, four in five recent SLP and audiologist patients agreed that the care they received was respectful and unbiased.

Most respondents who hadn't accessed care in the past two years (73%) felt it wasn't needed. However, 20% believed such care would have been
beneficial. Key barriers included uncertainty about the right provider, lack of insurance, and discomfort seeking care.

Key Considerations

Pivotal Research has identified several considerations for the College to help enhance public confidence and trust in the speech-language pathology and audiology professions, as well as in the regulator, in Alberta.

Increasing public awareness of ACSLPA may help strengthen understanding of its role. Awareness was higher among those with care experience but lower among non-patients. Communication preferences varied—social media was most popular overall, while older adults preferred print and TV, and respondents with English as a second language leaned toward digital channels.

Explore opportunities to better understand and address lower satisfaction among younger adults and individuals whose first language is not English, with attention to cultural sensitivity and inclusion. Survey data showed that both groups reported lower satisfaction throughout the patient journey, even though most respondents with English as a second language indicated that receiving care in English was acceptable. In one interview, a participant accompanying a dependant felt excluded from the testing room and wanted to support their parent in a different language. These findings suggest that broader issues related to communication, inclusion, and cultural sensitivity may influence care experiences. Further exploration could help inform strategies to support more inclusive and responsive care.

Identify opportunities to improve transparency around the cost of audiology and SLP care. While most respondents were satisfied with the care they received, clarity around the cost of services received some of the lowest satisfaction ratings across all aspects of the patient experience. Survey and interview findings indicate that some individuals were unsure about what services would cost or whether changes to cost estimates would occur. Improving communication about cost expectations may help patients feel more informed and confident when accessing care.

Consider ways to strengthen informed consent practices across patient interactions. While most patients expressed satisfaction with key elements of the consent process, with agreement levels generally ranging from two-thirds to three-quarters, there remains room for improvement. Survey findings suggest opportunities to further support clear communication about consent, ensuring patients and their dependents consistently feel informed, unpressured, and actively involved in decision-making.