Who is this guide for?
This guide is for you if you need sign language interpreting, speech-to-text interpreting, clear written communication or another accessible way to use healthcare services.
It explains organisational and administrative questions about accessible communication. It does not give medical advice, legal advice or benefit instructions.
Right to understandable and accessible communication
Patients have the right to receive essential information about care and services in an understandable form. In practice, this may mean interpreting, written summaries, plain language, text-based communication or another agreed communication method.
Tell the service about your communication needs as early as possible. A healthcare service may not know the need in advance unless you mention it when booking or contacting the service.
Tell the need early
Mention interpreting, text communication, speech-to-text interpreting or another accessible method already when booking.
Ask for important instructions in writing
It is useful to receive the time, place, next steps and contact person in writing.
Confirm responsibilities
Ask who arranges the interpreter or other communication support and what you need to do yourself.
When sign language interpreting may be used
Sign language interpreting may be needed for booking, appointments, remote contacts, examinations, understanding next-step instructions or handling Kela and healthcare matters.
According to Kela, the interpreter service for persons with disabilities can assist a person with a hearing impairment, combined vision and hearing impairment or speech impairment. Available methods include sign language, sign-supported speech, speech-to-text interpreting and communication methods for persons with speech impairment. Interpreting can be arranged on site or remotely.
When you need interpreting in healthcare
Step 1
Check whether you have a Kela decision for interpreter service
Read the decision and check the next action.
Step 2
Tell about the interpreting need already when booking
This is the next point in the route.
Step 3
Book the interpreter or agree with the service who books it
This is the next point in the route.
Step 4
Ask for the time, place, remote link and next steps in writing
This is the next point in the route.
Step 5
After the appointment, check entries and instructions in MyKanta if available
Check your situation before the next action.
The role of Kela Interpreter Service
Kela's interpreter service for persons with disabilities is a separate official service. If you apply for the service for the first time, Kela may require a statement about your need for interpreting. After a Kela decision, interpreters can be booked according to Kela's guidance.
Kela does not organise healthcare treatment itself and does not decide the medical content of your matter. Its role concerns the interpreting service. The healthcare unit is responsible for its own service and for ensuring that the patient receives understandable instructions.
How to prepare for a healthcare appointment
Preparation reduces misunderstandings. Before the appointment, collect booking details, questions, earlier instructions, prescription information and any MyKanta entries you want to discuss.
Before the appointment
Confirm the interpreter, arrival instructions, remote link, identity details and questions.
During the appointment
Ask for a pause, clarification, written instruction or summary if needed.
After the appointment
Check the next instruction, prescriptions, possible new appointment and who to contact if there is a problem.
Written communication and digital services
Written communication can help if phone contact is not accessible. A regional service may support electronic contact, text-based arrangements instead of callback, chat or another digital service, but practices vary by region.
Do not assume that all services support the same communication method. Check the official guidance of your wellbeing services county, Helsinki or provider. MyKanta can help with preparation because you can check prescriptions, entries and next-step instructions when the data has been recorded.
What if communication did not work?
If you did not receive an understandable instruction, ask the service to explain again and provide a written summary. If the interpreter was missing, the connection did not work or essential information remained unclear, contact the unit as soon as possible.
If the issue concerns patient rights, you can ask the patient ombudsperson for advice. If the issue concerns Kela interpreter service booking or a decision, check Kela's guidance. If the issue concerns a treatment entry or incorrect data, contact the unit that made the entry.
When communication fails
Step 1
Write down what remained unclear or what did not work
This is the next point in the route.
Step 2
Ask the service for a new written instruction or contact
This is the next point in the route.
Step 3
Check MyKanta for entries about the appointment
Check your situation before the next action.
Step 4
Contact the patient ombudsperson if you need advice about rights
This is the next point in the route.
Step 5
If needed, submit an objection to the service unit for official handling
Check the details carefully before submitting.