A qualitative case study of implementing Easy Language policies at a public hospital in Finland

Background: The need for accessible communication in health care is rapidly growing. Easy Language has shown to be an effective means of simplifying information. Aim: In this qualitative study, we examined why a Finnish public hospital started using Easy Language in its consumer communication, and what exactly this process required. Methods: The qualitative data consisted of six semi-structured theme interviews with management-level personnel. Results: Easy Language was seen as one way to address consumers' needs in the hospital. The use of Easy Language in consumer communication was justified by values, consumer orientation in particular. Using difficult language was seen as harmful to consumers. Organizational benefits were not reported to be the motivation for using Easy Language, although they were one result comprehensible communication. Linguistic expertise and strong management support were considered the most important requirements for the successful use of Easy Language. Discussion: Easy Language may be a practical means for simultaneously realizing health care values and improving consumer experiences. Conclusions: Understandable language is vital for good customer experience in health communication. Our research showed how the hospital’s value of consumer orientation was put into practice. Future studies could examine consumer experience and the impact of Easy Language usage.