VELINDRE NHS TRUST. A Welsh Language Scheme. Prepared in accordance with the Welsh Language Act 1993

Size: px
Start display at page:

Download "VELINDRE NHS TRUST. A Welsh Language Scheme. Prepared in accordance with the Welsh Language Act 1993"

Transcription

1 VELINDRE NHS TRUST A Prepared in accordance with the Language Act 1993 Approved by the Trust Board on 31 and the Language Board under section 14(1) of the Language Act 1993 in May 2010 Policy Lead -, Language Officer Page 1 of 31

2 VELINDRE NHS TRUST WELSH LANGUAGE SCHEME Contents Preface 1. Statement of Principle 2. Introduction to Velindre NHS Trust 2.1 Overview of the Trust 2.2 Introduction to the 3. Service planning and Delivery 3.1 Mainstreaming 3.2 New Policies and Initiatives 3.3 Service Provision 3.4 Services provided by Others 3.5 Grants and Funding 3.6 Partnerships 3.7 Quality Standards 3.8 Twf 4. Dealing with the Speaking Public 4.1 Written Communication 4.2 Telephone Communications 4.3 Public Meetings 4.4 Non-Public Meetings and face to face contact with the public 4.5 Other Dealings with the public 4.6 Information Technology 5. The Public Face of the Organisation 5.1 Corporate Identity 5.2 Signs 5.3 Published Material 5.4 Forms and Explanatory Materials 5.5 Press Releases and other dealings with the Media 5.6 Publicity Material and Advertising 5.7 Official Notices and Recruitment Advertising 6. Implementing and Monitoring the Scheme 6.1 Staffing and Recruitment 6.2 Language and vocational Training 6.3 Administrative Arrangements 6.4 Services by Third Parties 6.5 Monitoring the schemes Implementation 6.6 Complaints 6.7 Investigations under section 17 of the Language Act 6.8 Publishing Information on Performance 7. Publishing and Publicising the Scheme Appendix 1 Translation quality standards Page 2 of 31

3 8. Action Plan Preface Welcome to Velindre NHS Trust updated. This Scheme has full support from the Trust Board and it has been consulted upon internally and externally providing staff and members of the public with the opportunity to feed into its development. This scheme demonstrates Velindre NHS Trust s continued commitment to the Language provision for its patients and service users, in order to fully comply with the Language Act The Velindre NHS Trust s Language Scheme is a strategy and an action plan, including broad policy statements and descriptions of the measures to be taken to fulfil the Trust s commitment to the principle of equality and to meet our objectives. Our Action plan details the steps the organisation will take to achieve these aims and we are positive that the time-scales given are achievable. Velindre NHS Trust recognises that it has a responsibility to the public of Wales through the services that the organisation offers. The organisation recognises the importance of a bilingual service and to acknowledge the necessity to give equal status to the and English. Providing a service to the public in their of choice is not a secondary thought but it has been proven that it can enhance a patient or service user s experience. As part of the wider Equality agenda the Velindre NHS Trust is committed to implementing a that will support its service users and its staff. This Scheme will support the organisation to understand the Language agenda and has been developed to enhance their knowledge and opportunity of a bilingual organisation. Providing a bilingual service is about offering equal opportunities and equal status to the and English speakers of Wales. It is about acknowledging our countries unique status. Alun Lloyd Acting Chief Page 3 of 31

4 1. STATEMENT OF PRINCIPLE Velindre NHS Trust has adopted the principle that in the conduct of public business in Wales, it will treat the English and s on the basis of equality. This scheme sets out how Velindre NHS Trust will give effect to that principle when providing services to the public in Wales, as indicated in the Trusts Freedom of Information Publication Scheme. This revised scheme has received the approval by the Trust Board and the Language Board under section 14 (1) of the Language Act 1993 on 20 th April It is important that Language is recognised as an equality strand and that the definition of equality is understood. It is about treating people according to their needs to ensure equality of outcome and opportunity. With regard to Language this means that services are provided in the medium of and the Trust is proactive in offering the public the right to choose which to use in dealings with us. The scheme has also been revised and takes into account the values of the following documents: Iaith Pawb The European Charter of Minority Languages The Government of Wales Act 2006 and One Wales Page 4 of 31

5 2. INTRODUCTION TO VELINDRE NHS TRUST 2.1 Overview of the Trust Velindre NHS Trust is now operationally responsible for three Service Divisions. Velindre Cancer Centre Blood Service (WBS) Velindre NHS Trust currently employs approximately 1600 staff across Wales. Velindre Cancer Centre (VCC) - A specialist hospital providing non-surgical treatment for cancer patients. Treatment is also delivered at clinics held in hospitals across South East Wales. Blood Service (WBS) The WBS is the provider of all blood and blood component support to South, Mid and West Wales. From 1 st April 2010, Velindre NHS Trust will be hosting the newly formed NHS Wales Informatics Service which will bring together the following organisations; Informing Healthcare (IHC); Health Solution Wales (HSW); Business Services Centre (BSC) IM&T function; Primary Care Informatics Programme (PCIP); Corporate Health Information Programme (CHIP). The Trust will also host the following partnership organisations: National Collaborating Centre for Cancer South East Wales Cancer Network Cardiac Networks Co-ordinating Group Cancer Services Co-ordinating Group Clinical Research Collaboration Cymru 2.2 Introduction to the Currently the number of Language Speakers across Wales is over half a million, representing nearly 21% of the population. With this in mind Velindre NHS Trust is mindful of its commitment to its service users across Wales in need of the specific services Velindre NHS Trust offers. Page 5 of 31

6 Velindre NHS Trust has always aimed to improve the delivery of services in and much progress has been made since the Trust was established. The organisations first scheme was first approved by the Language Board in July The Velindre NHS Trust is a strategy and an action plan, including both broad policy statements and descriptions of the measures to be taken to fulfil the Trust s commitment to the principle of equality and to meet our objectives The scope of this Scheme covers all activities carried out by Velindre NHS Trust for the benefit of the public at large as well as for the benefit of identifiable individuals. Velindre NHS Trust recognises that: members of the public can express their views and needs better in their of choice; enabling the public to use their of choice is a matter of good practice, not a concession; denying members of the public the right to use their of choice could place them at a real disadvantage. Through implementing this Scheme, Velindre NHS Trust, therefore, intends to be proactive in offering the public in Wales this right to choose which to use in their dealings with the Trust. 3. Service Planning and Delivery 3.1 Mainstreaming When Velindre NHS Trust plans and formulates new policies or initiatives, or updates existing policies, it will assess the consequences to make sure that it meets the commitments given in this Scheme. Velindre NHS Trust will use new/up-dated policies and initiatives to facilitate the use of and to move the organisation closer to implementing the principle of equality when practicable. 3.2 New Policies and Initiatives Velindre NHS Trust will continue to: assess the linguistic consequences of any new and revised policies and initiatives during their formulation and ensure they are consistent with the Scheme; ensure that new policies and initiatives promote and facilitate the use of and move the Trust closer to implementing the principle of equality, wherever possible; ensure that new policies and initiatives are consistent with this Scheme and do not undermine it; Page 6 of 31

7 consult the Language Board in advance regarding proposals which will affect this Scheme, or the Schemes of other organisations; not alter this Scheme without the agreement of the Language Board; ensure that all staff and external advisers and consultants involved in policy formulation within the Trust are aware of the Trust s responsibilities under the Language Act and the Scheme; ensure that measures contained in the scheme are applied to new policies and initiatives when they are implemented. Target Velindre NHS Trust will continue to input into the Equality impact assessment tool as a way to monitor the impact of the Trusts compliance to the and the Language Act 1993 WLI1 New Policies and Initiatives Number and % of new policies and initiatives subject to impact assessment 3.3 Service Provision Velindre NHS Trust is committed to offering a service in either or English, to patients and service users across the whole range of services provided without the need for individuals to have to make specific or exceptional requests for it. The Trust will adopt procedures which facilitate service provision in either or English, these are described in sections that follow. A large proportion of staff involved in direct contact with the public are specialists with skills that are not widely available and in many cases services are provided by a few specialist staff in locations away from the Trust s main facilities. However, through recruitment and training policies, the Trust will ensure that progress is made towards being able to deliver a full range of services through the medium of at all Trust sites. The Trust does employ many -speaking staff in those areas where is often the first of choice. In other areas the Trust will ensure that staff follow the mandatory training developed to provide Language awareness across the divisions by using the video developed by the Language Unit of Assembly Government. As the organisation has now employed a Language Officer (As of April 2009) other forms of Language awareness training will also be Page 7 of 31

8 offered throughout the period of this scheme. This training will be informed by the Language Board s training package. The Trust is committed to promoting a bilingual workplace and all staff will be offered the opportunity of learning either in house or outside normal working hours. Study leave/funding or a combination of both will be provided for staff. Velindre NHS Trust s internal Language Policy provides guidance for staff to facilitate implementation of the scheme during their day to day work/care. Included in the policy are names of staff who are speaking and who have agreed to be available as the need arises. This information is held at ward and departmental level in each Division and on the Trusts intranet site, and is updated on a regular basis Services Provided by Others When commissioning support services from others, Velindre NHS Trust will specify in the service arrangements that these support services are to be delivered in such a way as: to comply with Velindre NHS Trust s Scheme, or to comply with the scheme of the other NHS Trusts, NHS Health Boards and other NHS organisations to whom the arrangements apply, or to enable other NHS organisations to comply with their Schemes, whichever applies to the services in question. Target Velindre NHS Trust will communicate the requirements of the Language Act 1993 with specific reference to the organisations Language Scheme to all external providers. The Trust will fully comply with the requirements of the scheme, covering external service providers (eg. Contractors / approved lists of suppliers) WLI2 - Language Indicator - Services provided by others Number and % of agreements monitored complying with the requirements of the scheme. Page 8 of 31

9 Velindre NHS Trust will ensure that any agreements made with third parties / contractors etc which relate to the provision of services to the public are consistent with the requirements of the. All contracts whether temporary or permanent for the production of signage will include the following clause: Velindre NHS Trust Language scheme: signage scheme requirements Contractors must adhere to the mandatory issues raised in the scheme as part of their contractual obligations. Contractors must: Provide bilingual signage, whether temporary or permanent, for all areas accessible to the public These signs must be and English or universally recognised pictograms will also be accepted The size, quality and legibility and prominence of text on signs should respect the principles of equality Should a contractor wish to change signs or amend existing signs, the Language scheme should be adhered to Contractors are requested to provide a description of the steps to be taken to give effect to these commitments including a timetable for implementing the above 3.5 Grants and Funding When Velindre NHS Trust award grants for activities to be undertaken in Wales, it will include conditions with regard to the use of. In doing this, we will have regard to the Language Board s guidelines on awarding grants. 3.6 Partnerships Velindre NHS Trust works in partnership with the public, private and third sector. Velindre NHS Trust works on many levels when working with others. When Velindre NHS Trust is the strategic and financial leader within a partnership, it will ensure that the public service provision is compliant with this. When Velindre NHS Trust joins a partnership in which another body is leading, the Trust s input into the partnership will comply with this Language Scheme and the Trust will press the other parties to comply. When Velindre NHS 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, Velindre NHS Trust will act in accordance with its Language Scheme and press other partners to do the same. Page 9 of 31

10 When Velindre NHS Trust joins or forms a partnership, it will ask prospective partners about their schemes or policies or the means by which they will operate bilingually. Within any partnership, Velindre NHS Trust will offer advice to the other organisations as necessary. 3.7 Quality Standards Velindre NHS Trust will: be committed to providing an equally high service in and English. make a public commitment to equal quality standards in key documents; monitor the ongoing implementation of the scheme and its performance against them; ensure consistency in the standard of services in provided by the Trust in different locations across Wales. The Language Officer and members of the Trust Language Committee advise local managers on the requirement of the scheme. An annual audit is carried out across the Trust on compliance and is supplied to the Language Board annually. Assessing the quality of Language provision and monitoring its success in relation to patient satisfaction is crucial. The Trust is committed to expanding the current Audit to ensure quality is assessed across the organisation. This will be an on-going priority for us and we will ensure that this is built into the current reporting mechanisms. Velindre NHS Trust will also ensure compliance against the Healthcare standards of Wales and reflect the work of the organisation in the annual self assessment of standards. 3.8 Twf The Trust recognises the valuable work that Twf offers in relation to raising a child bilingually. The Trust is committed to offering information and guidance, through its Language Officer to prospective parents across the organisation. Page 10 of 31

11 4. Dealing with the Speaking Public 4.1 Written communications Velindre NHS Trust welcomes correspondence, letters, faxes, s, text messages in and English and ensures that the signed reply is written in the of the original correspondence. The response time for replying in the medium of will not, of itself lead to a delay. The organisation will initiate correspondence in with those who are known to prefer corresponding through the medium of. If the recipient s of choice is not known the initial correspondence will be bilingual, if a member of staff is available to translate. After a meeting, or telephone conversation in, correspondence will be sent in unless otherwise indicated. All staff dealing with correspondence from the public will be provided with written procedures for dealing with correspondence, including arrangements for liaising with the approved translators see Language Policy (Black 14). The Trust has included a statement which welcomes correspondence in in the form of a foot note on headed paper and compliment slips. The Trust will issue all standard letters and circulars to members of the public in Wales in a fully bilingual form, with each being equal in terms of size, legibility and prominence. The Trust will ensure that all , out of office messages, signatures and footers will be bilingual 4.2 Telephone Communications The Trust welcomes calls in as well as English. Staff manning the Trusts various switchboards and reception desks will give a bilingual greeting. These individuals will receive training in how to facilitate a call from a Speaking member of the public. The use of this will be monitored by the Trusts Language Officer as part of the annual audit process. If a caller has indicated that they wish to continue in, they will be directed to an identified speaker, should one become available. An internal directory of speakers will be available to all staff on the Trusts Intranet site. If a Speaker is unavailable, the caller will be informed that someone will return their call as soon as possible (within an hour) or have the option of continuing in English. If the enquiry is of a technical nature and the speaker is unable to offer the necessary guidance, the caller will be informed that the information needed will be provided in English. Page 11 of 31

12 Staff will be provided with guidelines on how to deal with calls in. Training will also be provided to staff as part of the training package. The messages and greetings on external answer phones of the Trust will be bilingual. 4.3 Public Meetings When advertising public meetings, the Trust will do so bilingually and will specify that members of the public are welcome to contribute through the medium of or English. Simultaneous translation facilities will be provided at all of the Trust s public meetings when requested. All speaking members of staff attending public meetings in Wales will wear a badge indicating that they are a speaker. Every effort will be made to ensure that an officer is present at each meeting to answer any questions asked in. 4.4 Non-Public meetings and Face to Face contact with the public Velindre NHS Trust holds meetings other than public meetings in all of its services. Included in this category are clinical consultations. Velindre NHS Trust is committed to ensuring that members of the public who wish or are required to have face to face dealings with us will be able to do so through the medium of or English. To support this, the following arrangements will be made: The organisation will display a message at the reception desks of the divisions noting the right to choose the of communication Will record a service user s choice from the outset by providing bilingual patient information forms. The organisation will note a user s choice by putting a sticker (provided by the Language Board) on a patients file and by noting their request to communicate in from the outset. A list of members of staff who are able and prepared to speak to members of the public is held at each Division and on the intranet site. Where speaking receptionists are on duty, a sign will be displayed on the counter to indicate that a bilingual service is available. Members of staff who are able and prepared to speak to members of the public, will be provided with and encouraged to wear a bilingual badge stating this fact. Including those staff who are learning. The Trust will work towards increasing the availability of bilingual staff through recruitment and training policies so that progress is made towards Page 12 of 31

13 being able to deliver a full range of services through the medium of at all Trust sites. Target Velindre NHS Trust will increase the number of staff at main entrances and receptions able to respond to basic queries in the Language WLI3 - Language Indicator - Face-to-Face Service Number and % of posts in outpatient s clinics and at main receptions where the is specified as an essential skill and % of those filled by speakers. 4.5 Other Dealings with the Public All computerised information targeted at the public, including Divisional and Trust sites on the Internet, will be fully bilingual. Where television and radio facilities are provided for inpatients Velindre NHS Trust will strive to ensure that channels are accessible to patients. Should Velindre NHS Trust have an electronic message board, the organisation will make them fully bilingual. There is no obligation under FOIA to translate information from the in which it is held into any other. The duty under FOIA is to disclose, upon request, information that is actually held by the public body (unless an exemption applies). If information is not held in the medium of there will be no duty under FOIA to supply the information in the Language or translate from to English. However the Trusts Freedom of Information Publication Scheme, Operation of this Publication Scheme and our will identify which of our documents are or will be available in the Language. 4.6 Information Technology The Trust provides services for the public by using computer systems. The Trust recognises that information technology also plays a key role in services that are not provided on-line. Page 13 of 31

14 All computerised information targeted at the public, including divisional Trust sites on the internet will be bilingual. In order to develop information technology systems that treat both s equally, Velindre NHS Trust will work towards the Language Board s Information Technology Standards within its Information Technology strategy. Target Velindre NHS Trust will work towards implementing the Language Boards Information technology standards. WLI4 Language Indicator Information Technology Number of improvement plans prepared fully implemented Following assessment using the Language Board s bilingual software assessment scheme. 5. The Public Face of the Organisation 5.1 Corporate Identity The organisation s name is Ymddiriedolaeth GIG Felindre / Velindre NHS Trust. The Trust s logo will continue to be bilingual. The Trust will continue to ensure that all aspects of its Corporate Identity, and subsidiary identities, remain fully bilingual and that both s are treated equally in terms of format, size, quality, legibility and prominence. All Trust stationery such as letter headings, compliment slips, fax covering sheets, electronic signatures etc are bilingual. Written guidance on the Trust s corporate identity will be prepared for staff, consultants, contractors and designers. 5.2 Signs All Trust signs (where public can access), internal and external, permanent and temporary will be bilingual. The size, quality, legibility and prominence of text on signs respect the principle of equality. Where separate and English signs are provided, they will be equal in terms of format, size, quality, legibility and prominence. This will also be applicable to outside contractors. Page 14 of 31

15 The Trust will continue to monitor the signs inside and outside both permanent and temporary of the Trust premises, for which the Trust is responsible, e.g. car parking are fully bilingual. will appear above or to the left of the English signs. All existing signs on rented accommodation, used by staff, are fully bilingual and are monitored as part of the annual auditing process. The Trust will communicate with new landlords where applicable the need to use and agree bilingual signage. This will be done as part of the contracting arrangements at the beginning to the contract process. Internationally accepted pictograms and symbols will be used in some areas instead of written signs. 5.3 Published Material Velindre NHS Trust will publish or print bilingually all material directed at the public in Wales, with a presumption in favour of single bilingual documents, rather than separate and English versions.. In exceptional cases, when and English versions are published separately, they will be issued simultaneously, distributed together and be equally accessible. Each will contain a statement making it clear that a version is available in the other. Some items of a technical or specialist nature, e.g. clinical trials or Chemotherapy treatments, intended for a limited period, may be published in English only if this is considered to be appropriate, taking into account the nature of the target readership. Approved translators are used for the translation of relevant documents and the Trusts Language scheme has a quality standard check list for the translations to ensure consistency of approach across the Trust. This is shown in Appendix 1. When the Trust distributes information on behalf of others e.g. Cancer information leaflets, the Trust will continue to encourage organisations to produce information for the public bilingually. Page 15 of 31

16 5.4 Forms and Explanatory Materials Velindre NHS Trust will provide fully bilingual forms and questionnaires and explanatory material for the public in Wales, with a presumption in favour of a single bilingual version. Whereby, in exceptional cases, when and English versions are published separately, they will be issued simultaneously, distributed together, be equally accessible and carry a message confirming that the form is also available in the other. The Trust will ensure that its patient admission forms (for Velindre Cancer Centre) will be fully bilingual as to advertise the organisations bilingual approach to its services from the outset. When staff are called upon to fill in forms for patients, arrangements will be made to ensure the form is completed in the patient s of choice should a member of staff be available to assist. The Trusts Language Officer will work with the patient liaison group at Velindre Cancer Centre to ensure a bilingual approach to their information packages. 5.5 Press Releases and other Dealings with the Media Velindre NHS Trust will issue bilingual press releases and notices to the press and media in Wales. Velindre NHS Trust will conduct media interviews through the medium of where possible. Press releases will be agreed with the Head of Communications prior to release. 5.6 Publicity Material and Advertising Velindre NHS Trust will conduct advertising and publicity activities in Wales bilingually and in a way that treats the two s on the basis of equality. Guidance is produced for staff responsible for producing publicity material. 5.7 Official Notices and Recruitment Advertising Velindre NHS Trust will ensure that all published or displayed official notices, public notices and recruitment advertisements appear in Wales with and English versions shown together with equality of format, size, quality, legibility and prominence. Staff recruitment is managed by a shared service (Business Support Partnership - BSP) on behalf of the Trust. 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 English or. In partnership with BSP, the Trust will: ensure all job adverts are bilingual Page 16 of 31

17 note whether the ability to speak is essential or desirable. Guidance will be issued to staff on how to determine this refer to the fact that Velindre NHS Trust operates a bilingual policy ascertain whether applicants wish to receive further correspondence in or English. In circumstances where job vacancies are advertised in the local press in Wales, they will be bilingual. Where is an essential requirement of the post, in both local and UK press, a only advert will be placed, along with an explanatory note in English. Advertisements in publications will normally appear in only. In the UK press, where 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. Target Velindre NHS Trust will ensure that All of its recruitment/advertising in Wales will be done so bilingually and that all post will be assessed for their linguistic requirements. WLI5- Recruitment Number of posts advertised for which was specified as an essential skill and the percentage filled by speakers. 6. Implementing and Monitoring the Scheme Velindre NHS Trust will develop a linguistic skills strategy. The strategy s aim will be to enable the Trust to provide high quality service to speaking patients and service users. 6.1 Staffing and Recruitment Velindre NHS Trust will ensure access to sufficient and appropriately skilled speakers to enable services to the public to be delivered through the medium of. The Trust is committed to a bilingual provision for its service users and its staff. The Trust will consider linguistic ability as one of the many relevant skills when appointing staff. For relevant locations, posts and teams, the Trust will identify the level of proficiency in that is required and produce job descriptions accordingly and for relevant posts specify the required linguistic ability when Page 17 of 31

18 recruiting. Guidance will be prepared for staff on assessing posts and their linguistic requirements. The Trust will encourage members of staff to learn or to improve their ability to speak, and support those who wish to do so, through study leave/funding etc. In areas where there is a lack of speakers, the Trust will adopt a proactive attitude when recruiting, relocating and training in order to attract speakers to relevant posts. The Trust will continue to monitor its Language skills across the organisation by keeping account of speakers, their location, jobs and ability through the ESR system. It will be the Trusts intention to work with educational and professional establishments within Wales to rectify as far as possible any long term issues with regard to the recruitment of speakers. The Trust will indicate its requirements to the appropriate bodies (as and when required) with regard to the number of bilingual staff that are needed to provide an adequate service to patients in their chosen. Target The Trust will ensure that it has sufficient numbers of staff proficient in the Language in order to fully comply with its and offer a totally bilingual service to the public. WLI6 Language Skills Number and % of staff with Language skills by service department according to the grade of the post; and according to workplace. 6.2 Language and vocational Training The Trust is committed to support Language training for its staff, to facilitate the implementation of the scheme and promote a culture where staff are encouraged to speak. The Trust will learn from others and share its learning and experiences of developing bilingual healthcare across Wales. Page 18 of 31

19 The Trust will conduct an audit across all Divisions and staff groups to identify those who would like to learn or improve these skills. The Divisions will use this information to help provide training opportunities for those staff who have pressed an interest. Divisions will make own arrangements for facilitating the learning of /updating Language skills. Internal programmes set up within Divisions will be accessible to other Divisions across the Trust. The Trust will facilitate the use of the by staff through placing the spell checker and terminology package Cysgair on computers along with Microsoft s interface to those who require it. The Trust will assess the need for vocational training through the medium of. Where a need for vocational training through the medium of is identified and suitable training is accessible and is supported in order to facilitate implementation of this Scheme. The Trust will utilise new packages of awareness training for staff and continue to monitor this for further investment. All staff will be provided with awareness Iechyd Da training. Target The Trust will monitor the need for Language training across its divisions and will respond to that need accordingly. WLI7 Language Training Number and % of staff with who have received training up to the level of a specific qualification. Target The Trust will ensure all staff receive awareness training as a part of their mandatory training programmes. WLI8 Language Awareness Number and % of staff who have received awareness training. 6.3 Administrative Arrangements The implementation of this Scheme carries the full authority of the Trust Board. An Director of the Board has responsibility for the continued implementation of this Scheme, with Divisional Directors being responsible for the implementation of the Scheme in their own area. Page 19 of 31

20 New staff will be informed of the Trust s commitment to the scheme on induction and the Trust s Language Officer will continue to provide regular updates to staff by using the Velindre Trust Intranet site. aspects of the Trust s services are integrated within its normal management and administrative processes. Specifications for new and replacement computer software will assist, where relevant, in the implementation of this Scheme. Approved translators will be used for the translation of all relevant forms and explanatory material, including incoming and outgoing correspondence that is directed at the public in Wales. The Language Officer and the Language Committee coordinates and monitors the implementation of this and is chaired by the Director of and Quality. The Committee is represented by all Divisions of the Trust, Velindre Cancer Centre, Blood Service, and Velindre HQ. The Committee meets four times a year. The Trust will develop a policy statement that will promote a positive environment within the organisation for employees to use the formally or informally in the workplace. The Trust will be represented on the All Wales Language Champions/Contacts groups hosted by the Language Unit (WAG) The Trust will update this Scheme and the organisational Language Policy every three years. 6.4 Services by Third Parties Velindre NHS Trust will ensure that any agreements or arrangements made with third parties which relate to the provision of services to the public, are consistent with the terms of this Scheme; ensure that relevant agents or contractors can and do implement all relevant elements of this Scheme when providing services to the public. The Trust will note in tendering specifications or contract the requirements of the scheme and how third parties will need to comply. Page 20 of 31

21 6.5 Monitoring the Schemes Implementation The Trusts commitment to the principle of equality will be stated in each Trust Annual Report, which will also make reference to the existence and operation of this scheme. Velindre NHS Trust will monitor the implementation of this scheme on an ongoing basis by the Trust s Officer and Committee through an annual audit across all Divisions and published with the Language Annual Report. The Trust conduct periodic opinion surveys to test the views of the speaking public about the range and quality of services in provided by the Trust. When this occurs the Language Officer will be part of this process from the outset. The Trust welcomes and records suggestions for improvements and advises the public how they should make their views known to the Trust and how the Trust will deal with them. The Trust will provide the Language Board with an annual report, of an agreed form, describing the Trust s progress/performances against the implementation of this Scheme. For the three years in the life of this Scheme, the Trust will as part of its annual compliance report, will undertake a thematic review concentrating on the following: 2010/ 2011 services for the four priority groups 2011/ 2012 skills, training and awareness 2012/2013 information management relating to patients and communicating information regarding choice The Trust will welcome the comments made and will implement any priorities set or suggestions made. This report will be approved by the Trust Board and will be available to the public and posted on the Trusts Internet/Intranet site in bilingual format. The Trust will comply with the relevant reporting responsibilities as stated within the Health Circular (2008) As stated previously, the organisation will continue to support the Language committee to monitor its progress against the Language scheme. 6.6 Complaints Complaints regarding grievances related to this Scheme are dealt with under the Trust s existing complaints procedure. Page 21 of 31

22 As stated by the Trust A complaint is an expression of concern, a criticism or a grievance about NHS Treatment or services, whether verbal or written, which requires a response. The Chief is responsible, on behalf of the Trust Board for dealing with complaints made in relation to services provided by the Trust. The Trust is committed to dealing with complaints as part of providing excellent customer care and equality of service. The Trust will respond to a complaint within two working days in the complainant s choice and will fully investigate the comments made in order to satisfy the complainant. 6.7 Investigations under section 17 of the Language Act Should the Language Board be required to hold an investigation under section 17 of the Language Act, the Trust would be prepared to co-operate fully by providing information reports, documents and/or an explanation to the Language Board. The Trust will be prepared to do so in writing or in person and the Language Board will be able to discuss the matter with an elected member an officer employed by the Trust a service provider by agreement with their employee; any other individual who might be assisting the Trust with the delivery of its services Target The Trust will comply with the guidance supplied through its Complaints scheme and respond to any complaint made promptly and within the designated time frame. WLI9 Complaints Number of complaints received regarding the implementation of the scheme and % of complaints dealt with according to the organisation s standards Page 22 of 31

23 6.8 Publishing Information on Performance Progress made in implementing the scheme and information comparing performance with standards set out in the scheme will be published in an internal annual review. The Trust s commitment to the principle of equality will be stated in each Trust Annual Report, which will also make reference to the existence and operation and progress made in respect of this scheme. 7. Publishing and Publicising the Scheme Velindre NHS Trust will publicise this Scheme, its services and how it will be implemented to its employees and the public and on an ongoing basis. Information will be made available to new staff at their induction and a specific leaflet relating to the Language will be provided. Information will also be available through staff briefings. Bilingual copies of this Scheme and annual progress reports will be made freely available to the public, medical colleges, Health Boards, Trusts and others with an interest in the Trust s work through the internet sites. The Scheme and Annual Reports are available on the Trusts intranet and internet sites. The Trust Language Policy (giving internal guidance to staff) is updated, through wide consultation, on a regular basis. Target The Trust will continue to promote the through its induction processes and beyond. It will publicise the scheme as widely as possible internally and externally. WLI 10 Publicity Call centres and telephone lines - number and % of calls per service Online services number and % of services Copies of the Scheme can be accessed via the Trusts Internet and Intranet site or by contacting the Trusts Language Officer at Velindre NHS Trust, 2 Charnwood Court, Heol Billingsley, Parc Nantgarw, Cardiff CF15 7QZ. Page 23 of 31

24 Appendix 1 Translation Service Quality Standards For Service specific translations, all translation work will be co-ordinated via the appropriate Service Division. For Trust Corporate translations, the Corporate Services Department will coordinate the translation. Translations are able to be undertaken in-house by staff identified as being fluent in expressing a willingness to undertake translations. If translations are being undertaken in-house, the Service should have a process in place for the quality assurance of the translation. The Division should ensure that if an in-house translation is undertaken, in addition to their existing checking process, the Language Officer is given the opportunity to view the translation prior to its release. translations being undertaken externally should be by approved translators (members of either the Institute of Linguists, the Institute of Translators and Interpreters or Cymdeithas Cyfieithwyr Cymru (The Association of Translators and Interpreters); Further information can be found via the Language Board website Service Divisions are responsible for identifying their preferred translation service and for making the details available to staff so as to facilitate an effective and timely service. Service Divisions are responsible for monitoring the complaints and comments received in relation to translation services and for reviewing existing provision in line with such comments All methods of translation will be monitored by the Language Officer and the Language Committee as part of the annual audit exercise. The Language Officer will be happy to discuss translations and offer further assistance if required. Jo.williams@velindre-tr.wales.nhs.uk Page 24 of 31

25 Language Action Plan Report: Committee Meeting: Language Committee - Action Plan Recommendations Management Action Responsible Manager/Dept. Ensure the Trusts Commitment to providing a bilingual IT service Velindre Cancer Centre to hold a fully bilingual site by June 2010 content on Velindre NHS Trust website to be updated and consistent with the English site Ensure that the Trust complies with the WL scheme specifically the need to use bilingual signatures, and job titles Work towards utilising the Boards Information technology strategy for use across the Trust Accountable Officer officer officer Agreed Implementation Date June 2010 June 2010 officer April 2011 officer March 2013 Comments 25

26 Review the Trusts Language Scheme Review to be completed by February 2013 Ensure that all staff are familiar with the Language Scheme officer February 2013 Review the Trusts Language internal guidance, Policy Mainstreaming Follow internal processes to monitor skills Review to be completed Monitor mainstreaming the welsh when formulating new and revised policies and initiatives and as part of the Equality Impact Assessment too. officer From March 2010 officer officer Throughout the Scheme Develop a Trust wide Language Skills Strategy officer January

27 Ensure the trusts service users have a Choice The Trust will communicate the requirements of the Language Act 1993 to all external providers Monitor existing ways and research new ways to record the choice of a service user as part of the admissions process at VCC and WBS Establish a mechanism in which members of the public are aware of their rights to request a nonpublic meeting in their choice eg. Front desk signs Assess the current provision of reception staff and implement training needs. All trust sites public signage to be fully bilingual by August 2010 Publish guidelines to agencies, contractors and providers (ie third parties) stating the requirements regarding the use of the Language in every business arrangement with the Trust. officer April 2010 officer June 2010 officer November 2011 officer August 2010 officer and Capital Planning and Estates Manager June

28 Produce a framework for the provision of Language Training across the Trust and respond accordingly. This training will include awareness training. (Training will be offered where practicable and possible for the team/divisional work-load.) Establish a monitoring process for third party contractors compliance with the scheme. Ensure all general information leaflets relating to services for the public are fully bilingual All Velindre NHS Trust recruitment and advertising will be done bilingually Increase the number of staff at main entrances and receptions able to respond to basic queries with the Language officer and Capital Planning and Estates Manager officer officer officer June % fully bilingual by April % to be fully bilingual by April % fully bilingual by 2013 March 2011 September

29 Place the speck checker and terminology package Cysgair on all computers along with Microsoft s interface for those who require it Identify the location and posts where the ability to speak is essential or desirable and include in recruitment adverts Conduct an Audit of Language awareness/responsibilities at VCC Develop a procedure for the use of translating / translators As part of the annual review process, evaluate the provision of and vocational training It will be phased into existing computers between now and March 2013 for those who request it. Formal guidance in place by February 2013 Ensure that managers and others responsible for recruitment training and monitoring staff are aware of the commitments of the Scheme Undertake an audit in partnership with departmental managers at VCC Produce a quality standard checking system for individuals to use as part of the translating / use of translators across the Trust officer Annually as part of existing process officer March 2013 officer February 2013 officer Throughout the Scheme officer May 2010 officer April

30 30

31 31