Abstract
ABSTRACT Background The demand for simplified languages such as Easy Language has grown, also in healthcare. Despite this, very few studies have examined how healthcare personnel perceive Easy Language, or its effects on healthcare. Methods This qualitative case study was conducted in a Finnish hospital. The data consisted of 14 interviews with hospital management and operational staff on their experiences of implementing and using Easy Language in patient communication. Results According to the hospital personnel, the experiences of Easy Language use were mainly positive. The staff felt that patient instructions in Easy Language improved communication with customers. They were proud that the values of the hospital’s strategy, especially customer orientation, were realized in practical work. However, operational-level personnel also reported certain challenges, especially regarding the adequacy of resources and training. Conclusions Considering its modest financial investment, we conclude that the Easy Language project had a positive impact. The hospital staff were satisfied and perceived that health communication in the hospital had improved. Their positive reputation due to their use of Easy Language brought added value to their work. Further studies are needed to measure the direct customer experience and financial effects of using Easy Language.
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