Brecknock and Radnor
Community Health Council
Welsh Language Scheme prepared in
accordance with the
Welsh Language Act 1993
To be applied by the CHC
December 2011
1
Brecknock and Radnor
Community Health Council
Welsh Language Scheme
This scheme was approved by the Welsh Language
Board in accordance with Section 14(1) of the
Welsh Language Act 1993.
The Community Health Council has adopted the
principle that the English and Welsh languages will
be treated on the basis of equality when
conducting public business in Wales. This scheme
sets out how they will give effect to that principle
when providing services to the public in Wales.
The general scheme was approved by the Board of
Community Health Councils in Wales on
and by Brecknock and Radnor CHC on 12th
September 2011
This Scheme was approved by the Welsh Language
Board on 20th March 2012.
2
Contents Page
Preface by the Chairman and Chief Officer of Brecknock and Radnor
Community Health Council
5
1. Introduction
6
2. The planning and provision of services
6
2.1
2.2
2.3
2.4
Mainstreaming and monitoring by the CHC
New policies and initiatives
Service provision
Service quality standards
3. Dealing with the Welsh speaking public
6
7
7
8
8
3.1 Correspondence
8
3.2 Telephone communication
9
3.3 Public meetings
9
3.4 Other meetings
10
3.5 Information Technology
10
4. The Community Health Council’s public image
10
4.1 Corporate identity
10
4.2 Signs
10
4.3 Forms
11
4.4 Published material
11
4.5 Press information
11
4.6 Publicity, advertising, marketing and display material
11
5. Implementing and monitoring of the scheme
12
5.1 Staff and Recruitment
12
5.2 Learning Welsh and Vocational Training
13
3
5.3 Administration arrangements
13
5.4 Outside agencies
14
5.5 Partnership working
14
5.6 Monitoring the scheme
14
5.7 Complaints
15
5.8 Section 17 Investigations
16
5.9 Publication of information regarding performance
16
5.10 Publication of the scheme
16
5.11 Indicators / Timetable / Action Plan
16
CHC Contact Details
CHC Welsh Language
Scheme Timetable
Appendix 1
Appendix 2
4
17
18
Preface
Welcome to Brecknock and Radnor Community Health Council’s
latest Welsh Language Scheme. We are pleased to write a preface
for this document and fully acknowledge the importance of the
Welsh Language Act 1993. Under the Welsh Language Scheme, we
aim to have a positive impact on the services the Community Health
Council (CHC) provides in the area it serves, namely the district of
Brecknock and Radnor within the County of Powys.
Community Health Councils were established to ensure that patients
and the public are able to have a voice in how the NHS is delivered.
The CHC represent the interests of the public in the NHS by
monitoring NHS activity, by helping patients or relatives who wish
to make complaints about the NHS and by making comments on
NHS proposals for service change, having canvassed public opinion
where appropriate.
The CHC has adopted the principle that in the conduct of its public
business it will treat the English and Welsh languages on the basis
of equality. This Scheme sets out how the CHC implements that
principle when providing its services to the public.
The CHC recognises that members of the public can express their
views and needs better in their preferred language and that
enabling them to use their language of choice is a matter of good
practice. A denial of that fundamental right could place members of
the public at a real disadvantage. The CHC will offer the public the
right to choose which language to use in dealings with it and will
apply this principle to its expectations of the bodies with whom it
deals.
The CHC’s aim is to enable everyone who receives or uses the
CHC’s services to do so through the medium of Welsh or English,
according to personal choice. It will encourage a similar choice to
be offered within the local NHS. The CHC is committed to ensuring
that everyone who comes into contact with it should be treated with
dignity and respect and receive a responsive service that is
accessible in their language of choice.
Monty J Graham
Chairman
J David Adams
Chief Officer
5
1. Introduction
1.1 Brecknock and Radnor Community Health Council represents
the public interest in the NHS for the population resident in the
Brecknock & Radnor areas of the county of Powys. Brecknock and
Radnor Community Health Council’s office is situated at Neuadd
Brycheiniog, Cambrian Way, Brecon LD3 7HR
1.2 Brecknock & Radnor CHC is a public body as defined by the
Welsh Language Act 1993. The Act ensures that users, staff and
members have the right to Welsh language services if that is the
language of their choice. The Community Health Council will uphold
the principle, when conducting business on behalf of the people of
its area, that the English and Welsh language will be treated on the
basis of equality. This Scheme sets out how the Community Health
Council will give effect to that principle when providing services to
the public in Wales.
1.3 This scheme identifies the services already provided in Welsh,
and developments in the future. It outlines those developments
and provides a timetable for their application, the arrangements for
monitoring individual elements and the scheme as a whole are
outlined.
1.4 This Scheme was approved by the Welsh Language Board in
accordance with section 14(1) of the Welsh Language Act 1993 on
20th March 2012.
1.5 This Scheme, and its implementation, is the corporate
responsibility of Brecknock & Radnor CHC (to be referred to from
now on as the ‘CHC’).
2. The planning and provision of services
2.1 Mainstreaming and monitoring by the Community Health
Council
When new policies and initiatives are proposed by the CHC, or when
it updates current policies, it will assess the implications for Welsh
language services to ensure that it meets the commitments of this
Scheme. This will be within its core work of monitoring the quality
of health services on behalf of patients and the public. The CHC will
use new policies and initiatives or updated initiatives to facilitate the
use of the Welsh language and to enable the organisation to
implement the principle of language equality.
6
The CHC will audit the Scheme on an annual basis.
As part of its core functions the CHC will look at how NHS bodies
provide for the needs of Welsh language patients and their carers
during its monitoring visits in Wales and in England.
2.2 New policies and initiatives
2.2.1. The CHC will ensure that new policies and initiatives are
consistent with this scheme and provide a way of facilitating
the use of Welsh and achieving the principle of equality at
every opportunity
2.2.2 With regard to forming new policies and planning new
initiatives, the CHC will assess the results regarding the
English and Welsh languages as a central part of the process.
Any opportunities to promote the aim of the CHC as specified
in 1.3 above will be taken.
2.2.3 The CHC will consult with the Welsh Language Board
regarding matters that could mean changes to this scheme.
No changes will be implemented without the Welsh Language
Board’s agreement.
2.3 Service provision
2.3.1 The CHC provides a range of services to the public. It is
committed to developing good practice in Wales so that
members and users have a choice regarding which language
they use.
2.3.2 The CHC will ensure that the chosen language will be
confirmed and documented (subject to the provisions of the
Data Protection Act). Information regarding the language of
choice will be recorded and easily accessible. The process of
considering
the
language
of
choice
will
be
an
automatic/inevitable step whenever members or service users
need to be contacted.
2.3.3 The CHC will ensure that choosing to use the Welsh
language will not mean that service standards will be lower or
slower. This is clearly identified when offering a choice of
language and this will be monitored (see 5.7 below).
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2.3.4 If there is no Welsh speaking member of staff available
immediately, it will be arranged that Welsh speakers are
available to offer assistance. A list of members and staff will
be kept who can deal with issues through the medium of
Welsh. The list will include members of staff at other CHC
workplaces. Training, advice and guidance will be offered to
staff and members regarding these arrangements (see 5.2
and 5.3 below).
2.3.5 The CHC will review these arrangements every year.
2.4
Service quality standards
The CHC is committed to providing high quality services in
both the Welsh and English Languages and the CHC will state
this in key documents. The CHC will:
·
·
·
set standards for providing services and dealing with the
public in Welsh
ensure consistency in the quality of service provided in
Welsh
monitor the standard of service and its implementation
using the same performance indicators as the Welsh
Language Board.
3. Dealing with the Welsh speaking public
3.1 Correspondence
3.1.1 The CHC welcomes correspondence written in Welsh and
in English.
3.1.2 All correspondence in Welsh will receive a Welsh
response and all correspondence in English will receive an
English response.(see paragraph 2. 3. 2.) A data base of the
choice of language will be kept. Once the CHC is aware of the
chosen language written correspondence will be in that
language.
3.1.3 The response time will be the same for Welsh and
English correspondence. Standard acknowledgement letters
and interim response letters in Welsh will be prepared to
ensure timely compliance. If there is no Welsh speaking
member of staff available to prepare correspondence in the
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contacted office, arrangements will be made for other Welsh
speakers to be available to offer assistance as a priority, via
the Board of Welsh CHCs.
3.1.4 All correspondence, whether in Welsh or in English, will
be signed.
3.1.5 Standard letters and leaflets made available publicly in
Wales from the CHC Office will be bilingual.
3.1.7 The CHC will install Welsh spellcheckers on the word
processing systems used by Welsh speaking members of staff.
3.1.8 The CHC welcomes e-mail messages in Welsh and
English. Translation facilities will be available to translate email messages, in the same way as other written
correspondence. Standard acknowledgement e-mail responses
will be prepared to ensure timely compliance.
3.2 Telephone communication
3.2.1 The CHC welcomes phone calls in Welsh and English.
3.2.2 Each external call will be answered with a bilingual
greeting. Staff and volunteers answering the phone on behalf
of the CHC will be given guidelines regarding how to use the
bilingual greeting. Therefore, this will ensure that staff and
volunteers will be given appropriate assistance as this
measure is implemented.
3.2.3 Staff answering calls will transfer Welsh language calls
to the appropriate member of staff. If there is no Welsh
speaking member of staff available in the contacted office, it
will be arranged that Welsh speakers are available to offer
assistance as a priority.
3.2.4 If a Welsh speaking member of staff is not available the
caller will be given the choice, to either arrange for a Welsh
speaker to call back as soon as possible, continue the call in
English, or to present a written enquiry in Welsh.
3.2.5 All answerphone messages will be bilingual. The
message will be short.
3.3 Public meetings
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3.3.1 Publicity regarding public meetings will be bilingual. It
will include a statement that attendees are welcome to speak
Welsh or English, and a request to inform the CHC in advance
of the language they wish to speak. Simultaneous translation
facilities will be provided at public meetings given a request
five working days in advance of the language of choice of
those proposing to attend.
3.3.2 Welsh speaking staff and members will wear Iaith
Gwaith/Working Welsh badges when attending meetings.
3.3.3 At least one member of staff or CHC Member who can
speak Welsh will attend all public meetings.
3.4 Other meetings
3.4.1 When the CHC organises meetings with organisations
that normally work through the medium of Welsh, the
meeting will be held in Welsh, or simultaneous translation
equipment will be supplied. The CHC will ensure that
competent Welsh speaking staff will be available for the
private meetings with individuals who want to use the Welsh
language including the important work of complaints
advocacy. The CHC will ensure that the use of the Welsh
language is promoted and heard in its activities.
3.5 Information Technology
3.5.1 The CHC will develop a bilingual website. This will be
achieved according to a defined timetable agreed with the
Welsh Language Board (See Appendix 2).
4. The Community Health Council’s public image
4.1 Corporate identity
The CHC has a bilingual corporate identity that includes the
name of the organisation, the address and sub-heading on
corporate letters, publications, signs, fax paper, business
cards, ID cards, merchandise and other materials. Staff and
members will receive written guidelines regarding CHC
corporate identity.
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4.2 Signs
4.2.1 All signs owned by the CHC, outside and inside, and in
the public eye, will be bilingual. The Welsh language version
will be to the left or above the English language version. The
Welsh version will be of equal prominence to the English
version. The size, quality, clarity and prominence of the text
and signs will respect this principle of equality.
4.2.2 If separate Welsh and English signs are used, they will
be of equal size, quality, font and format and will be of equal
prominence.
4.2.3 Each new sign, or sign replacing an old sign in will be
completely bilingual, and both languages will be equal
regarding format, size, quality, clarity and prominence.
4.3 Forms
4.3.1 The CHC will ensure that leaflets, questionnaires, forms,
and explanatory material provided for the public in Wales are
bilingual; if Welsh and English versions are published
separately, they will be of the same standard and published at
the same time. This will ensure that the individual can fill in
the form in their language of choice.
4.4 Published material
4.4.1 The CHC’s public documents will be bilingual according
to the timetable agreed with the Welsh Language Board .
4.4.2 CHC staff and designers will receive guidelines on the
preparation of bilingual materials and/or in Welsh/English
only.
4.5 Press information
4.5.1 The CHC press releases will be issued in English to
English Language media and in Welsh to Welsh Language
media. Where such information is issued to both English and
Welsh language media the press/media release will be in the
two languages with both versions distributed simultaneously.
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4.5.2 Press conferences will be bilingual with the welsh
language input provided by a CHC Member who is Welsh
speaking.
4.5.3 Notices in the press will be bilingual in English
publications and in Welsh only in Welsh publications.
4.5.4 The CHC will form a list of staff and members who are
willing to speak welsh on the radio and on television. Those
listed will receive guidelines regarding the use of Welsh.
4.6 Publicity, advertising, marketing and display material
4.6.1 Material produced will be bilingual however; material
may need to be produced separately in Welsh and English.
These will be published to the same standard and the Welsh
version will be available to Welsh speakers to the same extent
as the English version will be available to English speakers.
4.6.2 Additional material may be produced in Welsh only for
specific purposes.
4.6.3 Interviews for surveys will be held in Welsh and English,
according to the choice of the interviewee.
4.6.4 Recruitment and advertising will be bilingual, which is
co-ordinated centrally by the Board of CHCs in Wales’ Human
Resources Manager via NHS Jobs.
5. Implementing and monitoring of the scheme
5.1 Staff and recruitment
5.1.1 The CHC recognises that the ability to speak Welsh is a
valuable and valid skill, in order to fulfil its commitments in
the scheme in accordance with 1.3 above.
5.1.2 The CHC, in conjunction with neighbouring CHCs and
the Board of CHCs in Wales, will ensure it has enough
bilingual staff to provide an appropriate service to the wider
public in Wales. The CHC will ensure that there are staff
available to deal with queries in Welsh and engage with the
public of wales bilingually.
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5.1.3 The CHC will identify posts where the Welsh language is
essential or desirable. This will be done in an objective way.
The criteria for this will be the nature of the post and the level
of contact with the public in Wales. Any such identification
will be included in the job descriptions and personal
specifications.
5.1.4 The CHC will participate in language mentoring schemes
and where possible, will address gaps in Welsh language
provision.
5.2 Learning Welsh and Vocational Training
5.2.1 The CHC recognises and appreciates the effort of
members of staff to learn and/or improve their Welsh.
Appropriate support will be given to staff and members who
wish to learn or improve their Welsh in accordance with the
CHC training scheme. Priority will be given to staff who
regularly deal with Welsh speaking members and members of
the public or where their role requires that they speak Welsh
in public on behalf of the CHC. This will be discussed with the
staff as part of their development and training plan.
5.2.2 The CHC recognises the need to train some of its
members and staff through the medium of Welsh and
therefore will look favourably on reasonable requests..
5.2.3 The CHC will assess Welsh medium training needs and
will access training already available or (exceptionally)
commission such training itself
5.2.4 This assessment and provision will be part of the Board
of CHCs’ mainstream training for existing staff and will be an
integral part of the induction of new staff
5.2.5 The CHC will ensure that :


each member of staff will receive language awareness
training – “Iechyd Da”;
each member of staff able to speak Welsh will have the
opportunity to improve their language skills in work
where appropriate.
5.3 Administrative arrangements
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5.3.1 The Chief Officer will be responsible for the overall
implementation of the Scheme and report annually to the CHC
Council and the Welsh Language Board.
5.3.2 The CHC will ensure that:

the Welsh Language Scheme is implemented with its full
authority
ensure that everyone in the organisation is familiar with
the Scheme, knows how it will be implemented and
what is expected of them. Awareness sessions will be
arranged throughout the organisation and staff will be
notified regarding the relevance and importance of the
practical aspects of the Scheme. The awareness of new
staff will be raised further during the staff induction
sessions. The CHC will ensure any equal opportunity
training will also include language of choice.
5.3.3 The Scheme will be reviewed and amended every three
years and a comprehensive evaluation report assessing
performance over that period will be given to the Welsh
Language Board.
5.4 Outside agencies
The CHC will ensure that any agreements or arrangements
made with any third party offering services to the public are in
accordance with the principles and terms of this Scheme.
Care will also be taken to ensure that any such agencies or
contractors have the ability to implement all the relevant
elements of this Scheme, and that they do so when offering
services to the public.
5.5 Partnership working
5.5.1 If the CHC is the strategic leader in the partnership, it
will ensure that the process of providing services to the public
conforms to the Welsh Language Scheme.
5.5.2 When the CHC joins a partnership where the other body
is the leader, the contribution of the CHC will conform to the
Welsh Language Scheme and it will encourage, offer advice
and support to other parties to conform.
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5.5.3 When the CHC joins a partnership it will ask prospective
partners for their welsh Language Scheme, their language
policies, or the ways that they operate bilingually. Within any
partnership, the CHC will offer advice and support to other
partner organisations.
5.6 Monitoring the Scheme
5.6.1 The CHC will prepare internal progress reports regarding
implementing the Scheme through a Welsh Language Scheme
governance group. A report will then be presented annually
to a meeting of the Council of the CHC in accordance with
advice from the Welsh Language Board regarding ‘Reviewing
the Implementation of the Scheme’. The aim of the review
scheme will be to:






measure whether the CHC conforms to the scheme;
measure the CHC’s frontline service in Welsh;
measure whether the CHC’s regulation/administration of
the scheme is sufficient;
measure the adequacy of language skills by comparing
needs and resources;
report on the steps taken to encourage Welsh language
services;
analyse performance according to priorities/targets
A copy of this Report will be sent to the Welsh Language
Board.
5.6.2 In the third year of implementing the scheme, the CHC
will prepare a comprehensive evaluation report which will
assess
and
evaluate
performance
regarding
the
implementation of the scheme. This report will:
 include the results of occasional reports seeking the
opinions of Welsh speakers using the services for the range
and standard of service provided through the medium of
Welsh;
• provide an overview of performance over the first three
years of the scheme, from two perspectives – service
provision and management of the scheme;
• outline priorities for the next three years along with a
revised timetable for implementing the measures in the
scheme.
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On this basis the CHC will review and revise the Welsh
Language Scheme.
The CHC will hold occasional surveys seeking the views of
Welsh language speakers who use its services for the range
and standard of service provided through the medium of
Welsh.
5.7 Complaints
5.7.1 The CHC deals with complaints regarding the
implementation of the Welsh language scheme promptly and
in line with its corporate standards and procedures.
5.7.2 The CHC will report on the number of complaints
received regarding the implementation of the Language
Scheme and the percentage of complaints dealt with in
accordance with the standards of the organisation.
5.7.3 Matters of concern that do not come under the category
of formal complaints will be given appropriate attention.
If a member of the public receives a response to a complaint
regarding the implementation of the language scheme with
which they are dissatisfied, this complaint may be referred to
the Welsh Language Board, who will deal with the complaint
in line with the complaints procedure in Section 18 of the
Welsh Language Act 1993.
5.8 Section 17 Investigation
If the Welsh Language Board was required to carry out an
investigation in accordance with Section 17 of the Welsh
Language Act, the CHC would be prepared to cooperate fully
by providing information, reports, documents and explanation
to the Welsh Language Board.
The CHC is prepared to do so in writing or in person and the
Welsh Language Board will discuss with:



an officer employed by the CHC;
a service provider through agreement with their employee;
any individual assisting the CHC to carry out its services.
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5.9 Publication of information regarding performance
Information regarding performance will be published and
available to members and to the public. This information may
be a summary of the full report published for internal
purposes. The CHC will explain the reasons for failing to meet
targets and the steps put in place to remedy this.
5.10 Publication of the Scheme
5.10.1 CHC Members and CHC staff will be informed of this
scheme and copies will be available for them.
5.10.2 Information and training regarding the scheme will be
central to the induction of new members of staff.
5.11 Indicators / Timetable / Action Plan – Appendix 2
APPENDIX 1
Brecknock and Radnor CHC Contact Details
Cllr Ken Harris, Co-opted Member, Brecknock & Radnor CHC
Mr J David Adams, Chief Officer, Brecknock & Radnor CHC
Brecknock & Radnor Community Health Council
17
Neuadd Brycheiniog
Cambrian Way
Brecon
LD3 7HR
Tel: 01874 624206
E-mail breconchc@breconchc.org.uk
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APPENDIX 2
Brecknock and Radnor Community Health Council
Welsh Language Scheme
Timetable
Task
1
2
Timetable
Bilingual Stationery
Telephone and answerphone
greeting
Bilingual Annual Report
Office signs
Bilingual Member / staff ID
Badges
Bilingual reports, leaflets,
forms and explanatory material
for the public
Bilingual patient/public
questionnaires: hardcopy
Bilingual patient/public
questionnaires: website
Responding in Welsh to Welsh
Public meeting notices
Welsh speaker badges to
staff/members
Achieved
Achieved
12
Bilingual standard letters for
complaints and
acknowledgement
January 2012
13
Welsh spellchecker on PCs
From Jan 2012
14
Bilingual website
April 2012
15
16
Bilingual agenda and minutes
Welsh speakers for
private/individual meetings
Welsh language awareness for
staff
Welsh language awareness for
members
Review essential/desirable in
job descriptions in accordance
with the Welsh Language
April 2012
Achieved
3
4
5
6
7
8
9
10
11
17
18
19
Achieved
Achieved
Achieved
Achieved
October 2012
October 2012
Achieved
Achieved
Achieved
Annually
Annually
April 2012
19
Responsible
Officer
20
21
22
Board and the Welsh
Language
List of Welsh speakers
List of Welsh learners
Press releases
23
Assess the effect of new and
revised policies and initiatives
24
Establish the language choice
of service users
Provide training and guidance
for staff on how to deal with
other meetings with Welsh
speakers
Language scheme
requirements will be
communicated clearly to
ensure it is an integral part of
service provision by others
Publish guidance for staff
about answering and dealing
with phone calls from Welsh
speakers
Provide Welsh language
training or improvement
(gloywi) as appropriate in
accordance with the CHC’s
training scheme
Where a complaint is made
about a public body’s bilingual
provision, provide the
complainant with information
about the Welsh Language
Board’s complaints procedure
The CHC will promote specific
activities which are provided
through the medium of Welsh
so that Welsh speakers can
choose to use them
Audit the use of the Welsh
language by CHC staff
25
26
27
28
29
30
31
32
Annual Monitoring Report to
the Welsh Language Board
Achieved
Achieved
Implement from
November 2011
From the date of
the Approval of
the Scheme
Achieved
January 2012
Within six months
of the scheme’s
approval
Implemented
Available on
request
Achieved
On going
Audit annually
from end
December 2011
Annually
20