Welsh Ambulance Services NHS Trust. Welsh Language Scheme

Transcription

1 Welsh Ambulance Services NHS Trust Scheme Prepared in accordance with the Act

2 Contents Page Preface 3 Introduction 4 1 Service Planning and Delivery New Policies and Initiatives TWF Standard of Services Delivery of Services Services Provided by Others Partnerships 8 2 Dealing with the Public Written Communication Telephone Communication Public General Meetings Non-Public Meetings Other Dealings with the Public Information Technology Internet 12 3 The Organisation s Public Face Corporate Identity Signs Publishing and Printing Material Forms and Associated Explanatory Material Press /Media Advertising and Publicity Recruitment Advertising 15 4 Implementing and Monitoring the Scheme Staffing Learning Welsh Vocational Training Awareness Training Administrative Arrangements Services Delivered on behalf of the Welsh Ambulance Services NHS Trust by other Parties Monitoring Publishing Information Complaints 20 5 Publicity Publicity of Policy Implementation Timetable 23 2

3 Preface The Welsh Ambulance Services NHS Trust is committed to fulfilling its obligations under the Act This is demonstrated through the Trust preparing a Scheme for implementation across the organisation. Our Scheme received the approval of the Board under section 14(1) of the Act on 22 July The Trust has adopted the principle that in the conduct of public business in Wales, it will treat the English and Welsh languages on the basis of equality. Our Scheme sets out how the Trust will give effect to that principle when providing services to the public in Wales. Our new Scheme replaces the original Scheme approved by the Board on 2 November We recognise that members of the public can express their views and describe their symptoms and needs better in their language of choice and that enabling them to use that language is a matter of good practice rather than a concession. A denial of that right or failing to provide it effectively could place our patients, our service users and their families at a real disadvantage. We will therefore be proactive in offering the public this right to choose which language to use in dealings with us and will apply this principle to our expectations of the organisations with whom we deal. It is with great pleasure that we present the Welsh Ambulance Services NHS Trust s Scheme for Chairman Interim Chief Executive 3

4 Introduction The Welsh Ambulance Services NHS Trust has a mandate to improve healthcare outside hospital in the context of Welsh Assembly Government strategies including, principally Designed for Life and Delivering Emergency Care Services. The Trust provides emergency pre-hospital care, non-emergency patient transport services and the services of NHS Direct Wales for more than 2.9 million residents of Wales and the many thousands of visitors each year. Wales has many miles of picturesque and popular coastline, a diversity of communities ranging from large cities and towns such as Cardiff, Swansea, Newport and Wrexham to small isolated communities in sparsely populated areas such as in Mid-Wales and the Snowdonia and Brecon Beacons National Parks. Some 21% of the total population have Welsh language skills but the proportion in each of the localities across Wales varies considerably from, for example, 76.1% in Gwynedd to 12.9% in Monmouthshire. The availability of local Welsh-speaking staff therefore reflects the prevalence of Welsh-speaking in each locality. The Trust employs 2,992 people, 67% of whom are operational 1,309 on emergency duties, 636 on non emergency ambulance and health courier services, 430 management/administrative support, 547 Control and NHS Direct Wales call handlers all providing services across a total land area of 20,640 square kilometres with 1.2 million households and 34,230 kilometres of road. The National Headquarters is at H.M. Stanley Hospital, St Asaph, Denbighshire and there are three Regional Headquarters at Cwmbran, Llanfairfechan and Swansea. The Trust operates from 90 ambulance stations, 7 control centres, 3 regional offices and 5 vehicle workshops. It has a National Training College based in Swansea with regional centres across Wales. The services provided include: services for medical emergencies and accidents NHS Direct Wales 24 hour health information service Doctors urgent services (for patients needing rapid admission to hospital) Urgent and high-dependency transfers between hospitals within Wales and England Provision of ambulance cover at specified public events The planning and co-ordination of the Ambulance Services response to major accidents The transportation of large numbers of people to and from hospital appointments at many different treatment centres in Wales and England First Aid training to the general public Support to G.P. out-of-hours on call schemes 4

5 Health promotion and health and safety education During 2008/09, the Service responded to 315,057 emergency incidents, 51,128 urgent journeys and transported 9,759 non emergency patients to over 200 treatment centres throughout England and Wales. NHS Direct Wales is a nurse led service which provides a health advice and information service 24 hours a day every day. In the last year it dealt with over 792,000 contacts. This includes 342,264 telephone calls and 450,111 web contacts. The Service has contact centres across Wales in Bangor, Cwmbran and Swansea. Therefore, the Trust has staff widely dispersed across Wales, and most of the staff come into regular direct and telephone contact with the public. The Trust is committed to doing all that it can to ensure that the people of Wales are able to deal with the Trust at all levels in the language of their choice in accordance with the Act. Throughout the Scheme, recommended targets and language indicators have been identified. The Trust is required to report to the Board on these targets and indicators. 5

6 1. Service Planning and Delivery The Welsh Ambulance Services NHS Trust recognises the Welsh language as a living and working language to be used both internally and externally. The Welsh Ambulance Services NHS Trust continues to implement a progressive Scheme that will: - reflect strong support for the Welsh language - outline clear operational arrangements - ensure constant progress in the provision of services through the medium of Welsh. The Welsh Ambulance Services NHS Trust will promote the Scheme and all staff will receive every encouragement to develop their various roles through the medium of Welsh. 1.1 New Policies and Initiatives The Welsh Ambulance Services NHS Trust will consider the Welsh language in all aspects of its work, ensuring that it is mainstreamed into all new and revised policies and initiatives through the Trust s Equality Impact Assessment process: When formulating new and revised policies and initiatives, the Trust will: assess the linguistic effect and ensure that such policies are congruent with the Scheme and do not undermine it or the Welsh Language Schemes of other health service providers or purchasers; facilitate and promote the use of the Welsh language wherever possible and take advantage of every opportunity to implement the principle of equality; consult with the Board in advance regarding proposals which will affect this Scheme or the scheme of other organisations; ensure that it does not alter the Scheme without the agreement of the Board; ensure that staff are aware of the requirements of the Act and the Scheme (e.g. when preparing service specifications) and ensure that the Scheme s measures are implemented. A compliance checklist will be prepared for new and revised service specifications/policies/initiatives which will include compliance with the requirements of the Act and the Scheme. 6

7 Target 1 New and Revised Policies and Initiatives The Welsh Ambulance Services NHS Trust will mainstream the Welsh language in the organisation s key policies and initiatives by preparing structured programmes to be completed during the lifetime of this Scheme. WLI1 Indicator New and Revised Policies and Initiatives Number and % of new policies and initiatives subject to language impact assessment. 1.2 TWF TWF is one of the Board s projects. The project aims to increase language transfer within the family. The objectives are to communicate TWF s message to the target population and raise awareness amongst parents, prospective parents and the public in general of the value of introducing the Welsh language at home, the value of bilingualism and the advantages of Welsh medium education. The Trust will work with the project to: distribute a folder provided by TWF to record maternity notes for staff ensure that TWF s marketing material is displayed and distributed in appropriate places for the public distribute the TWF pack to all staff completing a maternity leave form via the HR department. 1.3 Standard of Services The Welsh Ambulance Services NHS Trust will state the principle of delivering services of high quality in Welsh and English, providing the same standard of service in Welsh as in English in accordance with the measures in this Scheme. The principle of equality of standard will be stated in key documents e.g. the Trust s Annual Report and Equality Scheme and will aim to achieve consistency in the standard of service in Welsh provided by the Trust in different localities. 1.4 Delivery of Services The Trust will plan and organise its services taking into account the needs of Welsh speakers and the Trust will do everything practicable to ensure that, wherever its services come into contact with the public, the service users are able to receive those services in the language chosen by the users. The Trust fully acknowledges that the way services are organised will depend on the nature of the various ambulance services, on the linguistic profile of the public who receive them, and on the availability and location of Welsh-speaking staff within the Trust. By the very nature of Ambulance Services, the majority of contacts by the Service with the public will be by operational staff working in the Emergency Ambulance Service, the Patient Care Service, within Control and 7

8 Planning Departments and within NHS Direct Wales. The linguistic profile of these staff members will normally reflect the profile of the part of Wales which they serve because most will have been recruited locally. Where possible, the Trust will appoint Welsh-speaking staff in order to meet the needs of the population of Wales. The Trust will adopt a team approach to ensure that an appropriate and speedy Welsh-language service is always available. Where the Trust engages in pre-planned public activities such as visits to schools, other educational events, first-aid courses etc., it will establish the need for a Welsh language service and allocate officers accordingly. At the Trust s Headquarters, appropriate arrangements will be made to try to ensure that members of the public are able to conduct business with the Trust through the medium of Welsh. Wherever necessary, appropriate Welsh language training will be given to all key staff who come into regular direct contact with the public. We will aim to promote a bilingual workplace. The Trust s Welsh Language Officer will offer support to ensure effective delivery of service. 1.5 Services provided by others When commissioning work from others, the Welsh Ambulance Services NHS Trust will ensure that contractors are aware of the requirement to comply with the Trust s Scheme. Target 2 Services provided by others The Welsh Ambulance Services NHS Trust will communicate the requirements of the Scheme clearly so that the language will be an intrinsic part of the delivery of services by others. WLI2 Indicator Services provided by others Number and % of agreements monitored complying with the requirements of the Scheme. 1.6 Partnerships The Trust works in partnership with public bodies, organisations from the voluntary sector and other agencies. The Trust operates on many levels when working with others: when the Trust is the strategic and financial leader within a partnership, it will ensure that the public service provision is compliant with the Trust s own Scheme when the Trust joins a partnership in which another body is leading, the Trust s input to the partnership will comply with the Welsh Language Scheme of that body and the Trust will encourage other parties to comply. 8

9 1.6.3 when the Trust is a partner in a consortium, it will encourage the consortium to adopt a bilingual policy. When acting publicly in the name of the consortium, the Trust will act in accordance with its Scheme when the Trust joins or forms a partnership, it will ask prospective partners about their Schemes, language policies or the means by which they will operate bilingually. Within any partnership, the Trust will offer advice and support to the other organisations. When working in partnership with others, the Trust will promote its Scheme and encourage organisations with which it is involved in the provision of services to offer Welsh language provision in all contacts with the public. 2. Dealing with the Public 2.1 Written Communication The Welsh Ambulance Services NHS Trust welcomes correspondence in both Welsh and English including letters, faxes, s and text messages. This principle and policy will be expressed through the following: every letter received in Welsh will receive a signed reply in Welsh; the time targets will be the same when replying to Welsh letters as they are for replying to English letters; if the Welsh Ambulance Services NHS Trust initiates correspondence with an individual or organisation and the Trust is aware that that individual or organisation prefers to correspond in Welsh, then the language of the letter from the Trust will be Welsh; following a face-to-face interview or telephone call which was conducted through the medium of Welsh, any letter from the Trust will be written in Welsh; circulars and other general correspondence to the public will be bilingual; the Trust s website is fully bilingual. We encourage the public to access the site. There will be a translation service available to fulfil these requirements and staff will receive detailed guidelines as to what should be done in situations which require the above measures, especially when staff who can communicate in Welsh are not immediately available. 9

10 2.2 Telephone Communication The Welsh Ambulance Services NHS Trust welcomes telephone calls in Welsh or English. This principle and policy will be expressed through the following: The switchboard greeting will be bilingual. The switchboard operator/receptionist and any staff providing temporary relief cover or who are relocated will also be bilingual or will have basic language courtesy skills. If the caller speaks in Welsh and the telephonist is unable to continue the conversation in Welsh, the caller will be transferred to a Welshspeaking person. If the telephonist is unable to locate immediately a Welsh-speaking person who can deal with the call, the caller will be given the choice of continuing the conversation in English or having a Welshspeaking person return the call as soon as possible Staff will be instructed that whenever a call is made directly to a particular department, by-passing the switchboard, the staff are to give a bi-lingual greeting and that a bilingual person, if available, will be asked to deal with any caller who wishes to continue the call in Welsh. If a suitable person is not available in the department, arrangements will be made to return the call or the caller will be given the choice of continuing the conversation in English When a call has to be returned in Welsh, the Trust will ensure that it will not take longer than it would to return a call through the medium of English The messages and greetings on any of the Trust s answer phones will be bilingual. The Welsh Ambulance Services NHS Trust will ensure that key reception staff are aware of the procedures to follow when dealing with telephone calls from Welshspeakers. A database of people who are available to deal with calls through the medium of Welsh will be circulated to all reception areas. The Control Centres that receive emergency 999 calls will adopt a team approach when dealing with emergency calls in Welsh. 2.3 Public General Meetings Contributions are welcomed in either Welsh or English, at all meetings involving the Trust held in public (such as Board meetings, hearings and inquiries with the exception of committee meetings) The notices for every public meeting will be bilingual and it will be made clear that Welsh or English may be spoken A simultaneous translation service will be available at all public meetings. 10

11 2.3.3 The Welsh Ambulance Services NHS Trust will ensure that at least one Welsh speaking member of staff will be present at each public meeting to answer any questions put forward in Welsh All displays/information stands will be fully bilingual Bilingual staff will wherever possible also be present to welcome members of the public and direct them as necessary. 2.4 Non-Public Meetings When making arrangements for private meetings with individuals or groups, the Trust will conduct such meetings in the language of choice. This will enable the Trust to make appropriate arrangements, such as providing Welsh-speaking staff Bilingual arrangements will be made for every press conference Staff who are fluent in Welsh will be encouraged to wear working Welsh badges indicating their ability to deal with enquiries in Welsh The Trust also provides several non-ambulance services for the public. The Trust will adhere to its Scheme in such dealings with the public and other organisations. Publicity about training courses will make it clear that training through the medium of Welsh will be available. Welsh-speaking officers will also be provided for visits to Welsh-medium and bilingual schools as well as for any other educational activities involving Welsh-speaking pupils. 2.5 Other dealings with the public The Trust will ensure that members of the public who wish to have dealings with the Trust are welcome to do so in Welsh or English. The Welsh Ambulance Services NHS Trust will ensure that bilingual staff are available to attend Exhibitions and Information Stands, Open Days and Receptions to welcome visitors. Target 3 Face to face service The Welsh Ambulance Services NHS Trust will ensure that staff at exhibition and information stands, open days and receptions to welcome visitors can provide a basic bilingual service by January All new reception staff will be expected to display a sufficient level of Welsh speaking competency, or be willing to work towards this and all existing reception staff will be offered training in basic language courtesy where necessary. WLI3 Indicator Face to face service Number and % of posts at main receptions where the Welsh language is specified as an essential skill and % of those filled by Welsh speakers. 11

12 2.6 Information Technology The Welsh Ambulance Services NHS Trust provides services for the public in part by using computer systems. The Trust recognises that information technology also plays a key role in services which are not provided on-line. The public are welcome to communicate with the Trust via electronic mail in Welsh or English. The same measures will apply as those for written communication in that when a reply is required: it will be in the language of the original communication the choice of language will not incur a delay in responding electronic signatures will be bilingual out of office messages will be bilingual Target 4 Information Technology The Welsh Ambulance Services NHS Trust will work towards implementing the Board s Information Technology Standards in order to ensure that services provided for patients and the public electronically or which demand the use of Information Technology for their administration are available to the same standards in Welsh and in English by agreement with the Board. WLI4 Indicator Information Technology Number of improvement plans Prepared Fully implemented Following assessment using the Board s bilingual software assessment scheme. 2.7 Internet Any internet sites developed by the Trust will be bilingual. Information for patients and service users will be bilingual apart from the Board s internal working documents which will be available for the public to view. The website will include all documents which are of interest to the public in Wales in Welsh and English and when a public document is placed on the website, we will aim to ensure that the documentation in both languages is placed on the website at the same time. Any written material produced by the Trust to appear on the website will be published bilingually. This includes, but is not confined to: 12

13 2.7.1 public advice on health related matters minutes and agendas of Board meetings and public meetings in Wales any other information directed at the public e.g. annual reports, consultation documents etc. 3. The Organisation s Public Face 3.1 Corporate Identity The corporate identity of the Welsh Ambulance Services NHS Trust will be fully bilingual The Welsh Ambulance Services NHS Trust will show its name, logo, address and any other standard information on stationery and other goods bilingually Compliment slips, fax sheets, staff badges, business and identity cards will be bilingual. Any written information on uniforms, jackets, caps etc. including badges, will be fully bilingual. This will be achieved as uniforms are replaced. 3.2 Signs Any sign, whether permanent or temporary, designed by or for the Welsh Ambulance Services NHS Trust will be bilingual or in both Welsh and English. Every sign outside or within the buildings of the Welsh Ambulance Services NHS Trust will be bilingual or in both English and Welsh. If the latter applies they will be equal in size, shape, quality and prominence. The Welsh version of the sign or notice will be above or to the left of the English version. Any signs on the Welsh Ambulance Services NHS Trust s vehicles will be either bilingual or in both Welsh and English and the two languages will be treated equally. This will be achieved as new vehicles are manufactured. 3.3 Publishing and printing of material directed at the public in Wales Any printed material directed at the public will be bilingual Every pamphlet, booklet, poster, dvd, CD, notice and circular will be bilingual If the Trust is ever obliged to charge for any of its documents made available to the public, the price of the bilingual version will not be greater than the price of a single language version of the document and the price 13

14 of any separate Welsh version will not be greater than the price of the English version of the same document The Annual Report will be bilingual Staff will be issued with guidance for dealing with written bilingual publications Staff will be notified of translation/amendment arrangements for any information directed at the public in Wales. 3.4 Forms and Associated Explanatory Material The Welsh Ambulance Services NHS Trust will ensure that all forms, questionnaires etc., provided for use by the public in Wales will be bilingual. Staff will be notified of any specific arrangements to ensure that these are bilingual, including the need to enter standard information bilingually on any forms that will be subsequently used by a member of the public, if the language choice of the person concerned is not known. In certain cases however separate Welsh and English versions may be more appropriate. In such cases, both Welsh and English versions will: be published simultaneously be equally available carry a message confirming the form is also available in the other language This will ensure that the public can receive, read and complete the version of their choice. 3.5 Press/Media The Welsh Ambulance Services NHS Trust will ensure that a bilingual officer will be available to discuss any matters with the press/media. All general press releases for the press in Wales will be published bilingually. The Trust will respond to media enquiries in the language of the initial enquiry. 3.6 Advertising and publicity activities The Trust will conduct advertising and publicity activities in Wales bilingually in a way that treats the two languages on a basis of equality Every exhibition and public information stand will be bilingual Publicity campaigns in the press and media will be bilingual. If it is not possible to print material bilingually, then the Trust will ensure that the 14

15 English and Welsh versions will be issued simultaneously and will be of the same size Any posters or information boards prepared by the Welsh Ambulance Services NHS Trust will be bilingual and equal in terms of size, form, quality, legibility and prominence for both Welsh and English Any patient surveys will be conducted bilingually Staff and others involved in promoting the Trust will be issued with guidance on implementing the above. 3.7 Recruitment advertising Job vacancies are publicised through the national NHS Jobs bilingual website ( The recruitment service aims to be paper free. All job applications are submitted online and applicants may apply for a post through the medium of Welsh or English. The Trust will: Note whether the ability to speak Welsh is desirable or essential. Guidance will be issued to staff on how to determine this Refer to the fact that the Trust operates a bilingual policy Ascertain whether applicants wish to receive further correspondence in Welsh or English. In exceptional circumstances where job vacancies are advertised in the press in Wales, they will be bilingual. Where Welsh is an essential requirement of the post, in both Welsh and UK press, a Welsh only advert will be placed, along with an explanatory note in English. Advertisements in Welsh language journals and newspapers will normally appear in Welsh only. In the UK press, where Welsh is not an essential requirement of the post, the advertisement will be placed in English with a bilingual footnote stating the Trust s commitment to the Welsh language. Recruitment and the Guidance produced by the Welsh Language Board will be incorporated in the Trust s Recruitment Policy where applicable. 4. Implementing and Monitoring the Scheme 4.1 Staffing The Welsh Ambulance Services NHS Trust will develop a Linguistic Skills Analysis which will include the following points: 15

16 4.1.1 Work towards ensuring that each of its offices and service groups has an adequate number of bilingual staff with the necessary skills to provide a bilingual service. The pursuit of this objective will be continuous as and when opportunities arise but progress will vary according to the linguistic profile of the location Identify the locations and posts where the ability to speak Welsh is either essential or desirable and formulate team descriptions and job descriptions accordingly Implement a Linguistic Skills Strategy to achieve these commitments and at the same time establish the number of staff who speak Welsh or who are learning the language and their locations within the Welsh Ambulance Services NHS Trust Identify, as part of the Linguistic Skills Strategy, the skills shortfalls which prevent the full implementation of the Scheme and start to rectify these shortfalls e.g. provide training, recruit bilingual staff. Target 5 Recruitment The Welsh Ambulance Services NHS Trust will ensure an adequate number of staff who can provide a Welsh medium service by assessing each new vacant post and advertising language requirements as part of the recruitment process. WLI5 Indicator Recruitment Number of posts advertised for which Welsh was specified as an essential skill and the percentage filled by Welsh speakers. 4.2 Learning Welsh The Trust will provide sufficient Welsh speakers with appropriate skills in appropriate posts. Welsh language skills data will be collected and will assist in identifying levels of Welsh language across the Trust. Target 6 Language Skills The Welsh Ambulance Services NHS Trust will ensure that sufficient numbers of staff are available across the services it provides and will monitor the level of its staff s ability according to the standard levels. WLI6 Indicator Language Skills Number and % of staff with Welsh language skills by service department, according to the grade of the post; and according to workplace. The Welsh Ambulance Services NHS Trust is committed to supporting staff to learn or improve their ability to speak Welsh and will focus resources on providing 16

17 support in those areas or premises across Wales where Welsh is used regularly to communicate with Welsh speakers. The Trust will: Identify the needs and wishes of individual members of staff to learn Welsh through the personal development review process and the introduction of a Welsh language personal action plan Give priority to members of staff who come into regular contact with patients and the public or where there are shortfalls in respect of bilingual skills Develop a Welsh training link on the intranet accessible to all staff Develop informal arrangements as required by staff to provide opportunity for Welsh learners to practise their Welsh ie. Welsh lunch club, mentor/buddy system and encourage staff to speak Welsh with each other to assist those learning the language. The Welsh spell check and Windows interface will be available for staff Staff will be encouraged to recognise Welsh language skills as part of PDR/KSF process Target 7 Language Training The Welsh Ambulance Services NHS Trust will increase the number of staff in its workplace who are able to work through the medium of Welsh in order to satisfy the requirements of delivering a quality service. Appropriate training will be provided, including vocational training, language improvement training and taster courses. WLI7 Indicator Language Training Number and % of staff who have received Welsh language training up to the level of a specific qualification. 4.3 Vocational Training The Welsh Ambulance Services NHS Trust will continue to assess the need for specific professional training through the medium of Welsh and provide appropriate courses. This is an ongoing process. 4.4 Awareness Training All new and current members of staff will receive language awareness training through staff induction and the staff handbook presented to all staff. Welsh language awareness sessions will also be delivered across the Trust according to 17

18 demand and as opportunities arise. The Trust will ensure that any equality and customer care training also covers the issue of language of choice. Target 8 Awareness Training The Welsh Ambulance Services NHS Trust will ensure that each new and current member of staff receives language awareness training as part of the induction programme and by following the language awareness module in the staff handbook. WLI8 Indicator Awareness Training Number and % of staff who have received language awareness training. 4.5 Administrative Arrangements The Welsh Ambulance Services NHS Trust will: Ensure that the measures in the Scheme carry the full authority of the Trust Board as they are implemented The Officer will be responsible for integrating the Welsh elements of the service wherever that is possible within the usual administrative processes. The responsibilities of the officer will include: - Ensuring the appropriate contribution of each department of the Welsh Ambulance Services NHS Trust to the Scheme - Providing written directives and guidelines. Staff will have the opportunity to feedback progress or concerns regarding implementation of the Scheme via representatives on the Trust s Implementation Group. The overall accountability for the Scheme lies with the Chief Executive with the Corporate Secretary assuming operational responsibility. The Trust will ensure that any translators employed are suitably qualified and skilled and provide a high quality service. The Scheme will be revised every three years, and at that time a comprehensive evaluation report that will assess and evaluate performance in implementing the Scheme since its inception will be provided to the Welsh Language Board. 4.6 Service Delivered on Behalf of the Welsh Ambulance Services NHS Trust by other Parties The Welsh Ambulance Services NHS Trust will ensure: That contracts which deal with providing services to the public on behalf of the Trust are consistent with the terms of the Scheme; including services that are contracted out. 18

19 4.6.2 That written arrangements concerning the use of Welsh are prepared for staff dealing with agencies and contractors and that staff adhere to these That details about the requirements regarding the Welsh language are included in tendering and contracting documents Support to volunteers who provide services on behalf of the Trust ie. Working Welsh material will be provided together with access to any guidance produced by the Trust to facilitate the delivery of a bilingual service That it will monitor the implementation of the Scheme by agencies and contractors. 4.7 Monitoring The Welsh Ambulance Services NHS Trust will maintain a Scheme Panel to monitor the Scheme regularly. Its duties will encompass The organisation and delivery of services: monitoring the implementation of arrangements made to deliver the organisation s services in Welsh, and their effectiveness; monitoring how well the organisation is encouraging and facilitating the use of Welsh by other parties Planning and buying for the future: ensuring that any new policies, procedures or publications are consistent with providing a bilingual service on the basis of equality Dealing with the public who speak Welsh: monitoring times for responding to Welsh correspondence, monitoring the quality of translation services, and monitoring the arrangements for meetings Public face of the Welsh Ambulance Services NHS Trust: monitoring the use of Welsh in maintaining the corporate identity of the Trust, ensuring that publications, forms, signs, notices and other printed materials are bilingual Staffing: monitoring the implementation of staffing and training measures included in the Scheme Agencies and contractors: monitoring the provision of, and administration of, services by agencies and contractors to ensure that they are conforming to the terms governing the use of Welsh in their contracted service Discontent: monitoring the frequency and nature of complaints regarding the bilingual policy and the practice of bilingualism in the services provided by the Trust Timetable: Monitoring the implementation timetable for the Scheme. 19

20 The Trust will be: Reviewing the Scheme continually. The Scheme will be revised every three years from the date of approval from the Welsh Language Board Conducting periodic opinion surveys to take the views of service users about the range, quality and consistency of services provided by the Trust in Welsh and English Ensuring that it is possible to use the normal complaints procedure of the Welsh Ambulance Services NHS Trust to deal with complaints regarding the Language Scheme and its operation; and by consulting with the Welsh Language Officer Welcoming suggestions about how to improve the Welsh language service, inviting members of the public to express their views and then responding to their ideas Preparing an annual performance review regarding the Scheme for the Welsh Ambulance Services NHS Trust Board and the Board which describes progress in implementing the measures in the Scheme against the approved timetable and standards, and which analyses the number and nature of complaints and suggestions for improvements received from the public. 4.8 Publishing Information The Welsh Ambulance Services NHS Trust will arrange to publish information that will identify performance against the standards that are mentioned in the Welsh Language Scheme by: Publishing an annual performance review; Including a summary of the performance review in the Annual Report; Publishing the information in other documents (e.g. circulars, posters) and exhibiting them in public places within the offices. 4.9 Complaints The Welsh Ambulance Services NHS Trust welcomes all comments, concerns or suggestions from users, patients, members of the public and staff on the implementation of the Scheme. The Trust will refer to the Welsh Language Board guide, Have your say about Welsh language service as part of the complaints process and in addition will encourage feedback regarding compliance with the Scheme via the feedback form on the website. 20

21 Should the Board require to undertake an investigation under Section 17 of the Act following a formal complaint, the Trust would be prepared to co-operate fully by providing information, reports, documents and/or an explanation to the Board. Anyone wishing to raise a concern or make suggestions regarding the delivery of a bilingual service by the Trust may contact: the National Complaints, Compliments, Claims and Litigation Officer at: Welsh Ambulance Services NHS Trust Trust Headquarters H.M. Stanley Hospital St Asaph Denbighshire LL17 0RS Concerns&Comments@wales.nhs.uk The Concerns and Comments Department will ensure that the Officer is aware of any concerns regarding the Welsh language and will be involved in any investigation of a concern with a Welsh language dimension. Target 9 Complaints The Welsh Ambulance Services NHS Trust will deal with concerns regarding the implementation of this Scheme promptly and in accordance with the organisation s corporate procedures. WLI9 Indicator Complaints Number of complaints received regarding the implementation of the Welsh Language Scheme and % of complaints dealt with according to the organisation s standards. 5 Publicity 5.1 Publicity of Policy The Welsh Ambulance Services NHS Trust will: Exhibit bilingual signs/posters at each office explaining how the public can deal with the Service in Welsh; Ensure that staff and relevant agencies are familiar with the measures in the Scheme and that they implement them as necessary; Adopt a standard sentence on official letters, advertisements etc. indicating that the Trust is working towards a bilingual service and that it welcomes correspondence in English or Welsh. Target 10 Publicity The Welsh Ambulance Services NHS Trust will promote specific activities provided 21

22 through the medium of Welsh so that Welsh speakers may choose to use them. WLI10 Indicator Publicity Call centres and telephone lines number and % of Welsh calls per service. Online services number and % use of Welsh service. If you require this information in an alternative format such as audio, large print or Braille please contact us at: Welsh Ambulance Services NHS Trust Trust Headquarters H M Stanley Hospital St Asaph Denbighshire LL17 0RS Tel:

23 5.2 Implementation Timetable Ref. Target 1 1 Adopt all measures in the Scheme Publish written guidelines for all staff/others providing services on behalf of the Trust Monitor mainstreaming of Welsh language as part of Equality Impact Assessment Implementation/ completion date July 2011 December 2010 July 2011/Annually 23 To be actioned by: All Managers/Welsh Language Officer Officer/Communications Team Officer/Equalities and Development Officer Monitor the Trust s Website Quarterly Communications Team/Web Team/Welsh Language Officer Provide guidelines for staff on answering the telephone bilingually Promote use of simultaneous translation facility at Board/other public meetings Promote use of Welsh spell check and encourage use of Welsh in the workplace Encourage more staff to volunteer as Welsh Champions to raise awareness and support colleagues in meeting the Trust s objectives Welsh training evaluate current opportunities/options available/cpd credits for learning Welsh Ensure all permanent and temporary signage are bilingual/welsh/english Recruitment matrix/adoption of Board Guidance on Recruitment and the Conduct a linguistic skills analysis to provide information on the number of Welsh speakers within the Trust. Statistics relating to new staff October 2010/annually September 2010/quarterly October 2010/annually Annually January 2011 Quarterly September 2010 Annually Officer/Welsh Champions/Customer Care programme Corporate Secretary/Welsh Language Officer Officer/Welsh Champions/ Communications Team Officer/Communications Team Officer/Education&Training Department Officer/Estates/Welsh Champions HR Directorate/All managers Workforce planning/welsh Language Officer

24 to be collected from application form Identify further opportunities to record patients/service users language of choice through clinical/health information systems Complaints ensure lessons learnt are publicised across the Trust and promote feedback facility on the Trust s website Engage and consult with service users and the public on the delivery of a bilingual service NHSDW monitor impact of Mae Gen Ti Ddewis campaign by the Board on delivery of service/welsh plan Provide support and assistance to Community First Responder Schemes to ensure they are able to communicate with patients in their language of choice PDP/KSF (Core 1+6) encourage incorporation of Personal Action Plan 19 1 Patient s experience encourage Welsh speaking patients/service users to contribute to digital stories through promotional flyers Welsh Road Shows to raise awareness/support staff/share good practice/concerns Production of Welsh language toolkit to facilitate delivery of Scheme Promote greater use of Welsh in the workplace as a business language and language of communication where July 2011 January 2011 Quarterly March 2011 April 2011 September 2010/annually Annually Annually April PMD/PiH/Managers/Welsh Language Officer Officer/Complaints Partners in healthcare/multi Channel Access Team/ Officer NHSDW Welsh Action Plan Group/ Officer Officer/Communications Team/First Responder Managers All Managers/Education and Training/ Officer Partners in Healthcare/Multi Channel Access Team/ Officer Officer/Welsh Champions/ Communications Team Officer Officer/Welsh Champions

25 practicable and encourage Welsh speakers to support learners Prepare annual monitoring report for the Trust and Welsh Language Board 24 1 Staff Awards introduce category to recognise greatest efforts to promote delivery of a bilingual service Annually April 2011 Officer/distribution of compliance form to all managers Officer/Communications Team 25