HYWEL DDA HEALTH BOARD. WELSH LANGUAGE SCHEME (Prepared in accordance with the Welsh Language Act 1993)

Transcription

1 HYWEL DDA HEALTH BOARD WELSH LANGUAGE SCHEME (Prepared in accordance with the Welsh Language Act 1993) Date: 16/04/2010 Responsibility: The Chief Executive 1

2 FOREWORD Welcome to Hywel Dda Local Health Board s first Scheme outlining our three year plan to ensure that the Health Board complies with the Act 1993 and that the Scheme has a positive effect on the care and services that we provide to our population and patients. The joining together of Hywel Dda NHS Trust and Carmarthenshire, Ceredigion and Pembrokeshire Local Health Boards offers an ideal opportunity to bring together the good practice from predecessor organisations into one scheme, delivering high quality healthcare underpinned by a sound understanding of local and individual needs. Our aim is to create a sustainable healthcare system for the population of the three counties. In doing so we must put our clinicians, the public and patients at the centre of how we drive strategy. We must also ensure meaningful partnership working, not only with the local authorities but also the third sector, both of whom will be absolutely fundamental to drive new systems and care pathways. We recognise that members of the public may express their views and needs better in their first language, and that enabling them to use their preferred language is a matter of good practice rather than a concession a denial of that right or an ability to provide this efficiently and effectively could place patients, service users and families at a real disadvantage. We will therefore be proactive in offering the public the right to choose which language to use in their dealings with our organisation. Our aim is to enable everyone who receives or uses our services to do so through the medium of Welsh or English, according to personal choice and to encourage other users and providers to use and promote the within the health sector. With the experience of patients, carers and staff at the core of our Scheme we aim to drive practice forward and improve outcomes for all. Mr Trevor Purt Chief Executive Mr Chris Martin Chairman 2

3 INTRODUCTION Hywel Dda Health Board is a statutory organisation which was established on 1 October The organisation provides healthcare services to a total population of around 372,320 throughout Carmarthenshire (178,119), Ceredigion (78,200) and Pembrokeshire (116,001). The Health Board is one of the three counties largest employers with more than 9,000 members of staf. It covers one of Wales s most rural areas, covering a quarter of the landmass of Wales. The Health Board provides Acute, Primary, Community, Mental Health and Learning Disabilities services via 4 General Hospitals, 8 Community Hospitals, 14 Health Centres, 55 GP practices, 37 Dental practices, 99 Pharmacies and 50 Opthalmic premises and other sites. Hywel Dda Health Board has adopted the principle that in the conduct of public business in Wales it will treat the Welsh and English languages on the basis of equality and that patients, as a matter of good practice, should be provided with a service in the language of their choice. The Scheme sets out how Hywel Dda Health Board will give effect to that principle when providing services to the public in Wales. To this end the Health Board employs Welsh Language to coordinate and facilitate the commitments set out in this Scheme across the whole of the Board s activities. In 2003 the National Assembly set out its commitment to the Welsh language in its Welsh Language Strategy, Iaith Pawb. This afirmed the belief that the Welsh language is an integral part of our national identity and an important part of our culture. From a health perspective, research over recent years has clearly demonstrated that there are instances when patients cannot be treated effectively except in their first language, or both their languages. This is especially true in the case of those receiving Speech & Language Therapy and for the following key groups: People with mental health problems, people with learning disabilities, older people and young people (Missell 2000). It is also recognised that language equality is becoming more and more important not just in Wales but at UK and European levels. The Health Board will ensure that the implementation of our Scheme reflects other national and international legislation, regulations and guidelines in terms of language, including but not limited to the following: Designed for Life, European Charter for Regional or Minority Languages, The Welsh Assembly Government s Scheme and Beyond Boundaries Making the Connections. The Schemes of the former Hywel Dda NHS Trust and the former Carmarthenshire, Ceredigion and Pembrokeshire Local Health Boards were consulted in the production of this Scheme. Throughout this document, recommended targets and language Indicators have been identified. The Board requires public sector organisations to report on these targets and indicators. Further copies of this Scheme can be obtained from the Health Board s Website or by contacting the Development Enfys Williams Hywel Dda Health Board Carys Lewis Morgan Hywel Dda Health Board 3

4 St David s Park Y Bryn Jobswell Road North Road Carmarthen Lampeter SA31 3BB SA48 7HA enfys.williams@wales.nhs.uk carys.morgan3@ceredigionlhb.wales.nhs.uk This Scheme was approved by the Board under section 14(1) of the Welsh Language Act 1993 on 16 th April

5 Contents Foreword 2 Introduction 3 1. Service Planning and Delivery 1.1 Mainstreaming New and Revised Policies and Initiatives Service Delivery Services Provided by Others Partnerships TWF Grants & Funding Quality Standards 10 Page 2. Dealing with the Public who Speak Welsh 2.1 Written Communication Telephone Communication Public Meetings Other meetings Other ways of dealing with the public Information Technology The Organisation s Public Face 3.1 Corporate Identity Signs Publishing and Printing Material Forms and other Associated Explanatory Material Dealing with the Media Advertising and Publicity Recruitment Advertising Implementation and Monitoring 4.1 Staffing and Recruitment & Vocational Training Administrative Arrangements Services provided on behalf of the Health Board by other Providers Monitoring Complaints Investigations under Section 17 Act Publishing Information Raising Awareness of the Scheme Implementation Timetable/Action Plan 25 5

6 1 SERVICE PLANNING AND DELIVERY 1.1 Mainstreaming When the Health Board plans and formulates new policies and initiatives, or updates existing policies, it will assess the linguistic outcomes as well as the obligations of providing a Welsh service in order to ensure that it meets the requirements of this scheme. The Health Board will use new policies and initiatives, or updated initiatives to facilitate the use of Welsh, and in order for the organization to implement the principle of language equality. 1.2 New and Revised Policies and Initiatives The Health Board will ensure that the Welsh language will be mainstreamed when formulating new policies and initiatives through Equality Impact Assessments which form part of the Health Board s Single Equality Scheme. Any reference to bilingual refers to the ability to communicate through the medium ofwelsh and English. In formulating new and revised policies and initiatives, the Health Board will: assess the linguistic effect of any new and revised policies and initiatives and ensure they are consistent with the Scheme ensure that new and revised policies and initiatives will facilitate and promote the use of Welsh wherever possible and ensure no new policy or initiative undermines the Welsh language Scheme take every opportunity to implement the principle of equality whenever the opportunity presents itself ensure that those involved in formulating policies are aware of the requirements of the Act 1993 and Scheme consult with the Board in advance regarding proposals which will affect this scheme or the scheme of other public bodies. The Scheme will not be altered without the Board s agreement ensure that when new policies and initiatives are implemented, they comply with measures within the language scheme. 6

7 Target 1 New and Revised Policies and Initiatives Hywel Dda Health Board will mainstream the in the organisation s key policies and initiatives by working with each directorate during the period of this scheme. WLI 1 Indicator new Policies and Initatives Number and % of new policies and initiatives subject to language impact assessment 1.3 Service Delivery It is generally recognised as being of great importance that service users and staff are able to communicate freely with each other. In delivering its services in accordance with the contents of this Scheme, the Health Board will: give priority to the areas of operation where contact with the general public is greatest offer services at every possible opportunity in the language of choice without the need for the patient/service user to make a specific request for that service aim to ensure there is sufficient Welsh speaking staff available in all care settings. In some service areas there may be a shortage of Welsh speakers and in such circumstances other arrangements will need to be put in place so that Welsh speaking patients receive a service in their language of choice. The procedures used to provide a Welsh language service will vary according to the nature of the work, the services being offered, and the percentage of bilingual staff within each area. Such procedures will reflect: mechanisms for establishing the language choice at the earliest opportunity; arrangements made to ensure that language choice is fully reflected in the service offered; mechanisms to ensure that other departments are informed of language choice on referral to them wil monitor each department s processto ensure that a suitable service is provided. The monitoring of the service will also be included within the general activities of quality monitoring of services provide training and guidance to staff in order to facilitate the implementation of the Scheme. 1.4 Services Provided by Others When commissioning work from others the Health Board will note in the arrangements that they are to comply with the Health Board s Scheme. Primary Care Contractors (i.e. - General Practitioners, Dentists, Pharmacists and Opticians) are independent, self employed contractors and are not employees of the Health Board. The Health Board will continue to build on the relationships fostered by previous Local Health 7

8 Boards with primary care, by working closely with the contractors and their staff, and will continually encourage and support them in the delivery of a bilingual service. The Health Board will ensure that linguistic dimension is considered in the following areas of its services: in care standards in improvement programmes in new practice models in workforce development The Health Board will also continue to promote bilingualism in Care Homes to ensure effective communication with the elderly patients, one of the most vulnerable groups referred to in the Welsh in the Health Service Welsh Consumer Council When service level agreements are reviewed next, the Health Board will include Welsh language needs. Target 2 Services provided by others Hywel Dda Health Board will communicate the requirements of the Language Scheme clearly so that the language will be an intrinsic part of the delivery of services by others. WLI2 Indicator Services provided by others Numbers and % of agreements monitored complying with the requirements of the language scheme. 1.5 Partnerships The Health Board works in partnership with public bodies, organisations from the voluntary sector and other agencies. The Health Board operates on many levels when working with others. When the Health Board: is the strategic and financial leader within a partnership, it will ensure that the public service provision is compliant with the Scheme joins a partnership in which another body is leading, the Health Board s inpu to the partnership will comply with the Scheme and the Health Board will encourage other parties to comply 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 Health Board will act in accordance with its Scheme 8

9 1.5.4 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 Health Board will offer advice and support to the other organisations When working in partnership with others, the Health Board will promote its Welsh Language Scheme and encourage organisations with which it is involved in the provision of services to offer Welsh language provision in all of its contacts with the public. This will be done through: written guidance to all contractors, voluntary, and private sector organisations to impress on them the importance of producing materials bilingually Welsh language training and support, to help front line voluntary staff to comply with the Scheme supporting private businesses operating on Health Board sites to make use of bilingual signs support and advise primary care contractors to comply with the Scheme 1.6 TWF TWF is one of the Board's projects. The project's aim is to increase language transfer within the family. The objectives of the project are to work closely with midwives and health visitors to communicate TWF s messageand to raise awareness amongst parents, prospective parents and the public of the value of introducing the Welsh language at home, the value of bilingualism and the advantages of Welsh medium education. The Health Board will work with and support the TWF Project to: distribute a folder provided by TWF to record maternity notes present an image of the scan image in an appropriate card provided by TWF during the 12 week scan visit disseminate information about the advantages of language transfer within the family as part of the parenting skills talks provided by Midwives and Health Visitors ensure that TWF's posters and marketing materials are displayed and distributed in appropriate places for the public HR Lead will distribute TWF information packs to all staff who are new and prospective parents. 9

10 1.7 Grants & Funding When the Health Board awards grants and loans for activities to be undertaken in Wales, it will include conditions with regard to the use of Welsh. In doing this, it will have regard to the Board s guidelines on awarding grants and loans. 1.8 Quality Standards Effective communication with patients and the public is a key part of providing healthcare of a high standard, and communicating with them in their preferred language is an important element. The new Healthcare Standards for the NHS in Wales reflects this, by recognizing the importance of providing bilingual healthcare. Point 18 of the new Healthcare Standards notes that the Health Board will acknowledge the legal status of using the Welsh when communicating with patients and the public. The Health Board will: ensure the same standard of service is delivered in both languages declare the principle of equality of standard in key policy documents e.g. annual reports set standards for providing services and dealing with the public through the medium of Welsh monitor the standards and their implementation ensure consistency in the standard of services in Welsh provided by the Health Board in all locations 2 DEALING WITH THE PUBLIC WHO SPEAK WELSH The Health Board will ensure that members of the public, who wish to have dealings with the Health Board, are able and welcome to do so in Welsh or English. We will progress towards: 2.1 Written Communication We will welcome letters, faxes, s and text messages written in either Welsh or English, and this commitment will be stated on any headed notepaper, publicity encouraging people to contact us, on our website and in our main receptions The Health Board will welcome letters in both Welsh and English Letters received in Welsh will receive a signed response in Welsh. The target times for dealing with letters will be the same irrespective of language 10

11 2.1.3 Where the Health Board is already aware that the chosen language of correspondence for an individual or organisation is Welsh it will correspond in Welsh automatically When an initial face-to-face or telephone communication has been in Welsh, any correspondence required will also be in Welsh unless the member of the public has indicated otherwise Information and any other general correspondence e.g. standard appointment letters to the public initiated by the Health Board will be bilingual The Health Board will initiate bilingual correspondence if the language of the recipient is not known The Health Board s translation services wil be used to ensure the above action takes place and all staff will be issued with guidelines When we receive correspondence via , the same principles will apply as with written correspondence The Health Board will encourage all staff to use bilingual signatures and out of office messages 2.2 Telephone Communication The Health Board will welcome telephone calls in both Welsh and English. Staff on the Health Board s switchboards and reception areas will give a bilingual greeting All staff will be encouraged to answer the phone with a bilingual greeting. If the caller responds in Welsh and the operator is not fluent, the caller will be transferred to a bilingual person who can deal with the call. If this is not possible, the caller will be given the choice of a bilingual person returning the call as soon as possible, or writing to the Health Board in Welsh, or continuing the call in English. If a call has to be returned, it should not take longer than it would to return a call through the medium of English The messages and greeting on the Health Board s answer phones wilbe bilingual The Health Board will publish guidelines on dealing with telephone calls, and ensure that all members of staff are aware of the protocol when calls are received from Welsh speakers A database of staff that are available to deal with Welsh calls will be established and this list will be available at the switchboard 11

12 2.3Public Meetings All those who attend a Hywel Dda Health Board meeting are welcome to speak Welsh or English. Public notices, invitations and other papers setting out the arrangements for these meetings will make it clear that this is possible Contributions are welcomed in either Welsh or English at any public meeting held by the Health Board All notices for public meetings will be bilingual and members of the public will be informed in advance that they are able to contribute or listen to meetings in either Welsh or English All those proposing to attend public meetings arranged by Hywel Dda Health Board will be able to and are welcome to use the language of their choice. All public meetings will be advertised bilingually and will make it clear that contributions by the public are welcomed in Welsh and English Arrangements for public meetings are made so that the public are invited through the advertisements and invitations to notify the Health Board of whether they wish to contribute in Welsh or English so that appropriate translation arrangements can be made Welsh speaking staff will be available to greet and assist the public Every effort will be made to ensure that an officer is present at each meeting to answer any questions asked in Welsh Any exhibitions will carry bilingual information and notices The Health Board permits members of the public to attend its Board meetings and, on occasions, other internal meetings, in an observer capacity only. In such meetings the public will not be able to contribute. 2.4 Other meetings Hywel Dda Health Board holds meetings other than public meetings in all of its services. Included in this category are case conferences, clinical consultations and events to promote health and well-being etc. The Health Board is committed to ensuring that members of the public who wish or are required to have face to face dealings with the Health Board will be able to do so through the medium of Welsh or English The Health board will provide a bilingual service in every aspect of our services to the public The Health Board will work towards having a Welsh-speaking receptionist on duty at the main entrance to all hospitals and at all other reception points in the Health Board. A Welsh 12

13 Speaker sign wilbe placed on reception desks. Working Welsh badges, lanyards wil be provided to all new staff who are able to speak Welsh during their induction course In exceptional circumstances, where a Welsh speaking receptionist is not on duty, visitors will be offered the opportunity to speak to another Welsh speaking member of staff if possible The Health Board will allocate Welsh speaking staff to those departments which have interaction with the public 2.5Other means of dealing with the public The Health Board will establish the linguistic choice of patients and other users of the service, and over time developing systems to target Welsh speaking staff to Welsh speakers. This will equally be the case in terms of face to face contact whether the contact takes place on Health Board premises, in the patient s home or elsewhere Systems will be developed to establish language choice and refer Welsh speaking staff to Welsh speaking patients. This will be the case wherever the contact takes place. Wherever possible, service teams will be organized so that bilingual staff are available to deal with Welsh speaking clients, otherwise translation facilities or an interpreter, whichever is the more appropriate will be made available Where television and radio facilities are provided for inpatients the Health Board will ensure that Welsh language channels are accessible to patients The Health Board will also ensure the availability of material and resources in the Welsh language, e.g. library books, books, videotapes, etc. onthe children s wards. Target 3 - Face to face contact with the public Hywel Dda Health Board will ensure that staff at main entrances and outpatient clinics can provide a basic bilingual service by December WLI3 - Indicator - Face to Face contact with the public Number and % of posts in outpatient clinics receptions and at main entrances where the Welsh language is specified as essential and % of those filled by Welsh speakers. 2.6 Information Technology Hywel Dda Health Board provides services for the public by using computer systems. The Health Board recognises that information technology also plays a key role in services which are not provided on-line. 13

14 Members of the public wil be able to access information via the Health Board s website in both Welsh and English. The site has a bilingual homepage, offering language choice to the users from the beginning. The website will include all the relevant public documents which are of interest to the public in Wales in Welsh and English, and when a public document is placed on the website both languages will be placed at the same time. Any written material produced bilingually, will also appear bilingually on the website. This includes, but is not confined to: public advice on health related matters information directed at the public e.g. annual reports, consultation documents, maps, directions etc minutes of Health Board meetings Target 4 - Information Technology Hywel Dda Health Board 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. 3 THE ORGANISATION S PUBLIC FACE 3.1 Corporate Identity The Health Board is committed to ensuring that its corporate identity is fully bilingual The name of the Health Board is Bwrdd Iechyd Hywel Dda / Hywel Dda Health Board The official stationery of the Health Board will carry its name, logo and address and any other standard information bilingually All other stationery, e.g. compliment slips, fax sheets, business cards and identity badges will be bilingual 14

15 3.1.4 Staff, consultants and contractors will be issued with written guidelines about the bilingual identity of the Health Board 3.2 Signs All signs whether permanent or temporary, produced by or on behalf of the Health Board will be bilingual. Where the English and Welsh signs are separate, they will be of equal size, shape, quality and prominence The Welsh will appear above or to the left of the English sign Any signs on Health Board vehicles will be bilingual In order to assist staf with temporary signs, the Health Board s will be able to provide translations of all new signs. A database of the most commonly used signs is available on the Staff Intranet and is updated regularly 3.3 Publishing and Printing Material Directed at the Public in Wales All publications issued to the public in Wales, produced by the Health Board will be bilingual. This will normally be published as a single document. The only exception to this will be if the technicality of the production is too complicated to allow this to be achieved e.g. maps and plans or the document would be more easily read if produced separately. In these cases the documents will be issued simultaneously, and both versions will include a bilingual message that the version is also available in the other language When the Health Board distributes or displays information on behalf of other bodies, bilingual versions will be used - if available, if the material is produced separate in Welsh and English, then both versions will be offered to the public The Health Board will ensure that the texts for both languages will be equally prominent in bilingual publications, and will respect the principle of equality in terms of size, format and legibility Any publication that the Health Board issues, for example to advise the public of existing or proposed developments or policies, will be bilingual Miscellaneous items such as appointment cards, inpatient menus, cheques and invoices produced by the Health Board will also be bilingual Staff, contractors, consultants, designers and publishers will be issued with written guidelines on how to deal with bilingual publications 15

16 3.4 Forms and Other Associated Explanatory Material The Health Board will ensure that all forms, questionnaires and explanatory materials issued to the public in Wales will be bilingual, with both languages appearing in the same document If the Welsh/English versions are separate, they will be distributed like so to the public, the two versions will be equally accessible and will note that the document is available in the other language. 3.5 Dealing with the Media At a press conference, the Health Board will ensure that Welsh speakers are available to discuss the matters under consideration All press releases and notices to the press that are published in Wales will be bilingual 3.6 Advertising and Publicity All advertising and publicity activities held by the Health Board in Wales will be fully bilingual treating both languages equally. This will include literature, videos, tapes etc Any public surveys conducted by the Health Board in Wales, will be bilingual The Health Board will ensure that all public notices published in Wales will be bilingual. They will be of equal format, size, quality and prominence. 3.7 Recruitment Advertising Job vacancies are advertised through NHS Jobs bilingual website ( (excluding medical and dental training posts, which are recruited through a separate process). The Health Board will ensure that all information provided to the website will be in bilingual format The recruitment service aims to be paper free. All job applications are submitted on-line and applicants may apply for a post through the medium of Welsh or English All vacancies placed in the press in Wales will be bilingual. They will be Welsh only where the post has been identified as Welsh essential with an English footnote Adverts placed in the press or periodicals outside of Wales will be in English only. They will be bilingual or Welsh only where the post has been identified as Welsh essential We will note jobs and locations where the ability to speak in Welsh is essential or desirable and include it in recruitment adverts Advertisements will refer to the fact that the Health Board operates a bilingual policy. 16

17 4 IMPLEMENTATION AND MONITORING OF THE SCHEME The Health Board will develop a Language Skills Strategy as part of its Human Resources process. The aim of the Strategy will be to enable the Health Board to provide a quality service to our bilingual population and visitors in line with commitments in the Language Scheme. The Health Board will seek guidance from the Board s publication Recruitment and The. 4.1 Staffing and Recruitment The Health Board is committed to ensuring that where linguistic ability is considered to be essential or desirable for any post, this will be specified when recruiting to that post. It is the Health Board s intention to work with educational and professional establishments within Wales to rectify as far as possible any long-term problems with regard to the recruitment of Welsh speakers. In discussing training, the Health Board will indicate its requirements to the appropriate bodies with regard to the numbers of bilingual staff that are needed to provide a service to patients in the language of their choice. The Health Board will: ensure that there are adequate numbers of bilingual staff with the necessary skills to provide a bilingual service consider language ability as one of the many relevant skills when appointing staff identify the locations, posts and teams where the ability to speak Welsh is essential or desirable, and formulate the job description accordingly. This will be monitored by the Welsh Language Steering and Monitoring Group, in conjunction with departmental needs and activity and with the authority of the Health Board. Specific criteria to support such assessments will be agreed ensure an up-to-date register is maintained of the number of Welsh speakers in each location together with their level of proficiency work with staff in the most appropriate way to ensure that adequate and relevant training takes place to ensure that sufficient numbers of staff are available in the area and service who are able to speak Welsh identify and support members of staff who wish to learn or improve their Welsh in specialist areas where the strategy shows there are shortfalls in Welsh speakers, take a pro-active approach in recruitment and training, in order to attract Welsh speakers into the relevant profession/area 17

18 Target 5 Recruitment Hywel Dda Health Board 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. WEI5 - Indicator - Recruitment Number of posts advertised for which Welsh was specified as an essential skill and the percentage filled by Welsh speakers. Target 6 - Language Skills Hywel Dda Health Board 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. 4.2 and Vocational Training The Health Board will assess the need for vocational training through the medium of Welsh, to meet the needs and abilities of its staff. This will include recommending training courses to key groups who have contact with patients and members of the public to enable them to operate within their own field through the medium of Welsh Every new member of staff will receive language awareness training as part of the staff induction programme. Language awareness sessions are also available to individual departments according to need/demand We will implement a framework of Welsh language training. We will learn from others and share our learning and experiences of developing bilingual healthcare across Wales the Health Board is committed to encouraging and supporting members of staff to learn Welsh, or to improve their ability to communicate in the written or spoken work the Health Board will arrange training programmes that focus on workplaces and posts which are important to the implementation of the Scheme all new staff will be made aware of the e-learning package at induction and it will be continuously promoted to current staff via the staff intranet and the Learning and Development prospectus 18

19 4.2.4 the Health Board will facilitate the use of the Welsh language by staff through placing the spell checker and terminology package Cysgair on al computers along with Microsoft s Welsh interface All staff will be provided with language awareness 'Iechyd Da' training Welsh language 'taster sessions' will be delivered to enable those staff with no knowledge of the language to learn some useful Welsh phrases For those unable to attend classes, Internet links to Welsh language learning sites will be provided Learners will be encouraged to celebrate their success and share their achievements by participating in the annual Welsh Assembly in Healthcare Awards Hywel Dda Health Board will submit its work in relation to bilingual healthcare for the scrutiny of the NHS Wales Welsh in Healthcare Annual Awards Hywel Dda Health Board will support attendance at the quarterly All Wales NHS Contact Points meeting Target 7 - Language Training Hywel Dda Health Board will increase the number of staff in its workplace who are able and who actually 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, and 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. Target 8 - Awareness Training Hywel Dda Health Board will ensure that each new member of staff receives language awareness training as part of the corporate induction process or where this is not possible, within 3 months of taking up their post. We will also ensure that language awareness training resources are made available to all current staff. WLI8 - Indicator - Awareness Training Number and % of staff who have received language awareness training. 4.3 Administrative Arrangements The overall accountability for the Scheme lies with the Chief Executive Officer, with the Director of Corporate Services assuming operational responsibility. An 19

20 Independent Member has been elected as Board Champion for the and will be a direct link between the Health Board and the Steering and Monitoring Group. The commitments and arrangements outlined in this Scheme were approved by the Health Board and the Scheme will have the full authority of the organistaion when implementing it. Managers will be given responsibility for implementation in those aspects of the Scheme relevant to their departments. They will be required to report on this on a regular basis e.g. as part of general reviews. The Health Board will: ensure that the Scheme carries the full authority of the Board as the measures are implemented ensure that everyone in the organisation is familiar with the Scheme and knows how it is to be implemented and what is expected of them. Written guidelines will be provided to staff include awareness as part of staff inductions ensure that translation services are provided by qualified translators. Written guidelines will be provided to staff members on how to use the translation services ensure uniformity of operations across the Health Board via its Steering and Monitoring Group ensure that it operates in accordance with the Board s advice on the Act, the Freedom of Information Act and the Environmental Information Regulations 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 Steering and Monitoring Group will include representatives from each directorate. The Steering and Monitoring Group and the will continue to facilitate and monitor the implementation of the Scheme. 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 Board. The scheme will be reviewed every three years. 4.4 Services provided on behalf of the Health Board by other Providers The Health Board will: ensure that any agreements or arrangements with third parties which relate to the provision of services to the public in Wales are consistent with the terms of the Scheme. This will include services that are contracted out 20

21 4.4.2 ensure that contractors are aware of the terms of the Scheme where it is relevant to the services they are providing on our behalf. Any contract details will reflect this issue written guidelines to staff for dealing with agencies, contractors and providers and specify the requirements as to the use of the in all its business arrangements 4.5 Monitoring The Scheme will be monitored and reviewed by the Hywel Dda Health Board s Steering and Monitoring Group which wil meet bi-monthly. It will provide regular reports through the Communications department report to the Board on its performance in implementing the Scheme. The Steering and Monitoring Group will: monitor implementation of and compliance with the Health Board s Scheme and the requirement to provide a service to patients in their preferred language choice ensure that any new policies, procedures or publications are consistent with providing bilingual services on the basis of equality monitor the corporate identity of the Health Board, ensuring publications, forms, signs, notices and other printed materials are bilingual monitor the implementation of staffing and training measures included in the Scheme monitor the provision and administration of services by contractors, voluntary sector and agents to ensure they conform with the terms for the use of Welsh in their contract ensure that issues are mainstreamed into the strategic and operational planning of the Health Board integrate issues into all policy development and practice across all functions of the Health Board receive reports on complaints, FOI requests and any formal feedback received involving issues monitor and review progress of the various action plans and timetable of scheme ensure that appropriate communication systems are in place to enable feedback from the Group to be shared throughout the Health Board monitor the opinion of Welsh speakers regarding the bilingual services provided. 21

22 The Health Board will provide an annual report to the Board in an approved format to advise on the progress with implementation of the Scheme against the approved timetable and standards. If published standards and targets are not being achieved, an explanation of the reasons, and the steps planned to put things right will be included. An analysis of the number and nature of complaints and suggestions for improvements from the public will be included. During the three years of the scheme, as part of the compliance report, the Health Board will hold a thematic review that will concentrate on the following: 2010/11 - services for the four priority groups 2011/12 - skills, training and language awareness 2012/13 - information management relating to patients and communicating information regarding language choice 4.6 Complaints We are always looking for ways to improve our services and, as a patient/client, we value patient s views and suggestions. It is the Health Board s aim to provide the highest standards of care at all times. The Health Board recognises that sometimes things go wrong. Our complaints procedure is designed to ensure that when there is a problem, everything possible is done to resolve it speedily and effectively. If you are of the opinion that we are not implementing the promises made in this scheme, we are keen for you to tell us. If, therefore, you have any complaints or suggestions about the Welsh language service/provision of the Health Board, please write to: The Chief Executive, Hywel Dda Health Board, Merlin s Court, Winch Lane, Haverfordwest, Pembrokeshire, SA61 1SB. 4.7 Investigations under Section 17 of the Act If the Board was required to undertake an investigation under Section 17 of the Act, the Health Board will be ready to cooperate fully by providing information - reports, documents to the Board. The Health Board will be willing to do so either through written documentation or in person and the Board will be able to speak to an elected member an employed oficer from Hywel Dda Health Board a service provider by agreement with their employer any individual that could be assisting the Health Board with the implementation of its services 22

23 Target 9 Complaints Hywel Dda Health Board will deal with complaints regarding the implementation of this language scheme promptly and in accordance with the organisation s corporate procedures. WLI9 Indicator Complaints Number of complaints received regarding the implementation of the language scheme and % of complaints dealt with according to the organisation s standards. 4.8 Publishing Information 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 Health Board produces an Annual Report which is available to the public and includes a summary of progress made in respect of the Scheme. 5 RAISING AWARENESS OF THE SCHEME The Health Board will use staff communications, including Hywel svoice, corporate bulletins and team briefings to promote its bilingual commitments and the support available to staff to promote services in Welsh. Copies of the Scheme will be available on the HealthBoard s intranet and internet sites. The Health Board will demonstrate its commitment to the provision of services equally in Welsh and English. Copies will be available at each of its establishments. The Health Board will demonstrate its continued commitment to the provision of services equally in English and Welsh: 5.1 by providing a summary of its Scheme for service users at each of its establishments 5.2 in the Patient Handbook 5.3 in staff induction programmes and handbooks 5.4 by distributing the Scheme to the Local Authorities and Community Health Councils within Carmarthenshire, Ceredigion and Pembrokeshire. 23

24 Target 10 Publicity Hywel Dda Health Board will promote specific activities provided through the medium of Welsh so that Welsh speakers may choose to use them. WLI 10 Indicator Publicity Call centres and telephone lines number and % of Welsh calls per service monitored through random sampling and mystery shopper exercises.online services - number and % use of Welsh service. 24

25 WELSH LANGUAGE SCHEME ACTION PLAN PARA TASK TIMESCALE ACCOUNTABILITY PROGRESS 1.1 Ensure that all staff are familiar with the Scheme. Produce a summary of the scheme for staff, local contractors and key stakeholders ensuring that they know how to implement it and what is required of them. 1.1 Monitor mainstreaming the Welsh Language when forming new and revised polices and initiatives as part of the Equality Impact Assessment 1.2 Undertake a review of the language skills of staff and keep the information on the ESR database. 1.2 Review rota process to ensure that language skills are taken into account when arranging shifts 1.2 Ensure that all appointment letters on the Myrddin system are bilingual 1.4 Produce guidelines and give advice to Primary Care Clinical Groups on implementing and complying with the June 2010 Bi-annually Equality & Diversity Officer Workforce Information Manager 2012 County Head of Nursing September 2011 October 2010 Head of Business Intelligence in cooperation with the 25

26 Scheme 1.7 The Health Board will fully support the TWF initiative, and ensure that marketing materials are displayed and distributed in appropriate places for the public 2.1 The Health Board will progress towards ensuring that staff at main entrances and receptions are able to display a sufficient level of Welsh-speaking competency 2.1 Include the patient s language choice in the details transferred at shift change on all wards. Ongoing County Head of Nursing and 2010 June 2011 Nursing and Midwifery Directorate Establish the language choice of patients and other users of the service in order to develop over time, systems to direct Welsh speaking staff to Welsh speakers 2.4 Provide guidelines to staff regarding answering the telephone and dealing with calls from Speakers and remind staff via Team Brief that all answer phone messages have to be bilingual. 2.5 Maintain and update the Health Board s bilingual website 2012 Informing Healthcare Wales Medical Directorate County Directors April 2010 Head of Communications Ongoing Web Development Group E-communications Officer 2.5 Develop, monitor and update the intranet s August

27 Resources section 2.6 Place the spell checker and terminology package Cysgair on all computers along with Microsoft s Welsh interface. 2.7 Monitor the use of simultaneous translation at public meetings 2.8 Monitor the Patient Information Policy to ensure that all information, publications and printed material for the public are bilingual. 2.8 Ensure the availability of material and resources in the Welsh language, e.g. library books, books, videotapes, etc. on the children s wards. 3.1 Audit regularly the Health Board s bilingual corporate identity to ensure full compliance. 3.1 The Health Board will make arrangements to ensure that all Health Board staff signatures and out of office replies are bilingual This will be implemented immediately with every new computer that is distributed. It will be phased into existing computers between now and March 2011 for those who request it Annually Quarterly Quarterly March 2011 Head of Business Intelligence Director of Partnerships & Public Engagement Public and Patient Involvement Team Head of Knowledge and Director of Corporate Services 3.1 Monitor and ensure that all new signs on Quarterly 27

28 the Health Board property are bilingual. Ensure that temporary signs are bilingual and create a database of terminology on the Intranet to promote and ensure compliance. 4.1 Identify the location and posts where the ability to speak Welsh is essential or desirable and include in recruitment adverts 4.1 Ensure that managers and others responsible for recruitment, training and monitoring staff are aware of the commitments of the scheme 4.2 Evaluate the provision of Welsh language lessons 4.6 Ensure that staff are aware of the translation service and issue written guidelines on how to use the services 4.7 Publish written guidelines to agencies, contractors, and providers (i.e. Third Parties) stating the requirements regarding the use of the Welsh language in every business arrangement with the Health Board Establish a monitoring process for third party contractors compliance with the Scheme Formal guidance in place from September 2010 onwards September 2011 Annually June 2010 / Head of Estates Head of Recruitment Managers and those responsible for recruitment and selection Head of Recruitment Learning and Development Department Learning and Development Department October 2010 Head of Estates / Procurement Team October

29 4.8 Develop an audit tool that all practitioners and County Directors can use to monitor compliance with the scheme. 4.8 Provide an Annual Compliance Report for the Health Board, the Board and the Welsh Assembly Government. September 2010 Annually Steering and Monitoring Group / Welsh Language Steering and Monitoring Group 29