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Towards Better Communication Accessibility for People Living with Aphasia: Identifying Barriers and Facilitators in Financial Institutions

Author

Listed:
  • Sarah Bérubé-Lalancette

    (School of Rehabilitation Sciences, Faculty of Medicine, Laval University, Quebec, QC G1V 0A6, Canada)

  • Monica Lavoie

    (Research Chair on Primary Progressive Aphasia-Fondation de la Famille Lemaire, Faculty of Medicine, Laval University, Quebec, QC G1V 0A6, Canada
    Interdisciplinary Memory Clinic, CHU de Québec, Quebec, QC G1J 1Z4, Canada)

  • Annie Légaré

    (School of Rehabilitation Sciences, Faculty of Medicine, Laval University, Quebec, QC G1V 0A6, Canada)

  • Valérie Poulin

    (Center for Interdisciplinary Research in Rehabilitation and Social Integration (Cirris), CIUSSS de la Capitale-Nationale, Quebec, QC G1M 2S8, Canada
    Department of Occupational Therapy, University of Quebec in Trois-Rivières, QC G9A 5H7, Canada)

  • Marie-Ève Lamontagne

    (School of Rehabilitation Sciences, Faculty of Medicine, Laval University, Quebec, QC G1V 0A6, Canada
    Center for Interdisciplinary Research in Rehabilitation and Social Integration (Cirris), CIUSSS de la Capitale-Nationale, Quebec, QC G1M 2S8, Canada)

  • Joëlle Duchesne

    (ARTÈRE, Quebec, QC G1M 2S8, Canada)

  • Laura Monetta

    (School of Rehabilitation Sciences, Faculty of Medicine, Laval University, Quebec, QC G1V 0A6, Canada
    Center for Interdisciplinary Research in Rehabilitation and Social Integration (Cirris), CIUSSS de la Capitale-Nationale, Quebec, QC G1M 2S8, Canada)

Abstract

Approximately one-third of stroke survivors live with aphasia, an acquired communication disorder that significantly impacts their ability to understand, speak, read, or write. This condition often leads to social isolation and a reduced quality of life. Financial institutions, as essential community services, present numerous communication barriers for people living with aphasia. This study aims to identify the barriers and facilitators influencing the communicative accessibility of financial institutions for people living with aphasia and to discuss solutions to optimize accessibility. A qualitative descriptive research design was employed, involving semi-structured interviews with people living with aphasia and questionnaires filled by employees from financial institutions. Data were analyzed using thematic analysis to identify key themes related to barriers and facilitators. People living with aphasia identified thirteen types of barriers and forty facilitators, related to physical environmental factors, conversational attitudes and service systems and policies. Financial institution employees highlighted the need for better training and awareness regarding aphasia. The study underscores the significant barriers people living with aphasia face in financial institutions and the potential facilitators that could enhance communicative accessibility. Implementing targeted training programs and standardizing accessibility policies are crucial steps towards improving service access for people living with aphasia.

Suggested Citation

  • Sarah Bérubé-Lalancette & Monica Lavoie & Annie Légaré & Valérie Poulin & Marie-Ève Lamontagne & Joëlle Duchesne & Laura Monetta, 2025. "Towards Better Communication Accessibility for People Living with Aphasia: Identifying Barriers and Facilitators in Financial Institutions," Disabilities, MDPI, vol. 5(3), pages 1-14, August.
    • Handle: RePEc:gam:jdisab:v:5:y:2025:i:3:p:72-:d:1731229
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    References listed on IDEAS

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    1. Sarah-Ève Poirier & Laurie-Anne Voyer & Valérie Poulin & Marie-Eve Lamontagne & Laura Monetta, 2024. "Communication Challenges for People with Chronic Aphasia: A Systematic Qualitative Review of Barriers and Facilitators in Local Services," Disabilities, MDPI, vol. 4(3), pages 1-16, August.
    2. Emily Brown Weida & Pam Phojanakong & Falguni Patel & Mariana Chilton, 2020. "Financial health as a measurable social determinant of health," PLOS ONE, Public Library of Science, vol. 15(5), pages 1-14, May.
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