This mixed-methods study provides important insight into how caregivers in South Africa experience early hearing detection and intervention (EHDI) services. Using both survey data and narrative interviews, the authors explore how well current services reflect the principles of family-centred early intervention. Caregivers reported positive experiences with child-specific information and care coordination but there were clear shortcomings – especially around how their concerns were acknowledged, language accessibility and the involvement of fathers in the process. One of the most notable findings was the language barrier: many EHDI services are delivered in English, even when caregivers speak African languages. This significantly limited their ability to engage fully in their child’s care. A lack of partnership between caregivers and professionals was also highlighted, with many feeling unheard or excluded from key decisions. Despite the small sample size, the study’s findings are compelling and consistent across both data sets. The recommendations are practical and contextually relevant, particularly for low- and middle-income settings. These include training for healthcare providers, multilingual service delivery, better teamwork across disciplines and more inclusive strategies to engage fathers. Although based in South Africa, the themes of inclusion, respect and culturally responsive care carry global relevance. This paper is a valuable read for clinicians, policy-makers and service developers looking to improve family-centred care in paediatric audiology.