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

Sarah Bérubé-Lalancette, Monica Lavoie, Annie Légaré, Valérie Poulin, Marie-Ève Lamontagne, Joëlle Duchesne and Laura Monetta ()
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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
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
Marie-Ève Lamontagne: School of Rehabilitation Sciences, Faculty of Medicine, Laval University, Quebec, QC G1V 0A6, 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

Disabilities, 2025, vol. 5, issue 3, 1-14

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.

Keywords: aphasia; participation; facilitators and barriers; local services; accessibility; financial institutions (search for similar items in EconPapers)
JEL-codes: I (search for similar items in EconPapers)
Date: 2025
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