Ymddiriedolaeth GIG Gwasanaethau Ambiwlans Cymru
Welsh Ambulance Services NHS Trust
Welsh Language Scheme
Annual Report
2012-13
Gweithio gyda’n Gilydd yn Gymraeg
Working Together in Welsh
‘For an older person being admitted to hospital as
an emergency, having an ambulance crew aware
of her communication needs made it easier. The
fact that they made an effort to speak a little Welsh
made the journey far less frightening.’
(More than just words)
CONTENTS
PAGE
Section 1
Introduction and operational summary
1
Section 2
Implementation of Welsh Language Scheme
5
TWF
8
Complaints
23
Examples of good practice
27
Section 3
Next steps and improvement plan
30
SECTION 1
Introduction and operational summary
The Welsh Ambulance Service (WAS) was established in 1998 with NHS Direct Wales
becoming an integral part of the Trust from April 2007. Spread over an area of 7,969
square miles and serving a population of 2.9 million, our diverse area encompasses
tranquil rural retreats, busy seaside resorts and large urban cities.
Our varied and modernising services are tailor-made for each community’s differing
environmental and medical needs, from rapid response cars to emergency ambulances, to
paramedics on the road and nurses in our clinical contact centres.
In 2010/11, the Trust published its five year modernisation plan: Working Together for
Success, providing focus and direction for the organisation to deliver high quality health
care and services to improve patient outcomes. The Trust is committed to implementation
of its Welsh Language Scheme as an integral part of Working Together for Success.
Our plans aim to set out a clear and uncomplicated story of our service and the
improvements we wish to make.
Our vision
An ambulance service for the people of Wales which delivers high quality care wherever
and whenever it is needed.
The Welsh Ambulance Service provides two types of service – Unscheduled care and
planned patient care services.
Unscheduled care
Unscheduled care (emergency and urgent care) is available by calling:
999 for serious and life threatening illnesses and injuries or
0845 4647 or online (NHS Direct Wales) for minor conditions, health information, advice
and signposting to other services.
We aim to deliver the best service we can 24 hours a day, seven days a week and deal
with patients who have illnesses ranging from immediately life-threatening to a minor
injury. We work hard to ensure that all calls are answered quickly, the clinical need of the
caller is correctly identified, and the right advice and care is provided by our staff with
sensitivity to the communication needs of patients.
Planned patient care services
Planned patient care services help millions of patients across Wales every year to get to
their hospital and medical appointments. Welsh language awareness training is delivered
to raise staff awareness about the importance of identifying and establishing the patient’s
communication needs.
1
Welsh Language Scheme Summary
This is the Welsh Ambulance Service’s fourth Annual Report on implementation of its
Welsh Language Scheme. The report draws attention to examples of good practice as
well as identifying any basic weaknesses/risks. The report aims to meet the expectations
of the Welsh Language Commissioner for reporting on performance for 2012/13. This
report is presented to the Welsh Language Commissioner following internal scrutiny
arrangements. The monitoring report aims to provide clear information and identifies
examples of fulfilling commitments within the Welsh Language Scheme. Where
appropriate, it identifies specific risk or threats to the implementation of the Scheme and
offers recommendations for improvements wherever possible.
The main aim of the monitoring report is to report on performance against targets and to
provide additional information and evidence of progress and areas which require further
work. In addition to specific targets, progress is also reported on a set of Welsh language
indicators (WLI).
The Welsh Language Officer facilitates delivery of the Welsh Language Scheme, providing
advice and leadership across the Trust’s activities. A Non-Executive Board Member and
the Corporate Secretary act as Welsh Champions and provide Welsh language leadership
at Board level.
The Trust’s Welsh Language Implementation Group is responsible for overseeing the
development, integration and improvement of the Welsh language within the Trust to
ensure consistency and quality of services in both Welsh and English. The group meets to
monitor and review the development of the Welsh Language Scheme and provides an
organisational structure to support and lead on the work of planning Welsh language
services. The terms of reference and membership of the group was reviewed in the
current reporting year to reflect recent management restructuring. A Welsh Champion is a
member of the Group. The revised terms of reference also includes a table describing the
role and responsibility of each member on the group. A standard item on the agenda
focuses on what has worked well since the last meeting. The purpose of this item is to
highlight examples of good practise, celebrate success and aim for consistency in
delivering a bilingual service across the organisation.
Patients and service users are able to provide feedback on the quality of service by
completing a feedback form on the Trust’s website to assist in maintaining and further
developing a high quality bilingual service.
The Trust’s Welsh Language Scheme, which was approved by the former Welsh
Language Board in 2010 can be accessed by the public under the publications section on
the Trust’s website.
The Trust has continued to make progress on the Welsh Language Scheme action plan,
with regular updates reported to the Welsh Language Implementation Group. (Appendix 1)
The Welsh Language Officer delivered an item on the Welsh language at the Heads of
Service monthly meeting, highlighting Welsh language requirements within service delivery
and More Than Just Words, the national strategic framework for the Welsh language
within health and social care. Further meetings were held with individual Heads of Service
to discuss Welsh language implications and offer further advice on delivering a bilingual
2
service and the need to ensure that the Welsh language is embedded within new and
revised developments.
The new Wellbeing Support Service mainstreams Welsh language into service
development, which included production of bilingual leaflets and material and recruitment
of Welsh speakers within the team. The Trust is committed to providing a safe and healthy
working environment for its employees. From 1 February 2013 in addition to the
implementation of the new free, confidential Wellbeing Support Service, the Trust
introduced a new employee assistance service through PPC (Positive People Company).
All information provided by PPC is fully bilingual, enabling staff to access the service in
their language of need.
The 2011 census figures have been incorporated within various guidance documentation
for planning and mapping a Welsh language service as part of the Trust’s aim to ensuring
a team approach when planning and delivering services.
There has been a gradual increase in the number of Welsh speaking managers in the
south east region following recent restructuring and the role of a Welsh Champion at
manager level provides a valuable local link to ensure information regarding the Welsh
language is communicated effectively.
In response to the ‘Francis Inquiry’, ‘Together for Health’ and the commitments in the
Quality Delivery Plan, a new internal group ‘Service User Experience’ is being established
to develop and provide monthly reporting to the Trust Board.
The group will capture, measure and draw together service user experience and
commentary captured across the Trust for the purpose of providing assurances to the
Board and drive service quality and improvement across the Trust. Representation on the
group will include the Welsh language lead.
A patient experience questionnaire developed by the All Wales Service User Experience
Group included a question on whether the service user was able to speak in Welsh to staff
if they needed. Service users were able to access the questionnaire on the NHSDirect
Wales website and answer questions in their language of choice.
Patient Experience Questionnaire
Asked which
language
you prefer to
use?
Able to
speak in
Welsh to
staff if you
needed to?
Never
Sometimes
Usually
Always
Never
Sometimes
Usually
Always
The Welsh Language Commissioner gave a presentation to Trust Board members on her
role and new Welsh language legislation at a Board Development Session and two
members of staff shared their learning experience with the Board. The Welsh Language
Officer has monthly meetings with the Board Welsh Champion to provide updates on
Welsh language developments.
3
The Trust shared a stand with the Police and Fire Service at the Urdd Eisteddfod in
Glynllifon and with Cardiff and Vale Health Board and other partners at the National
Eisteddfod in Llandough. The main activities include the Choose Well campaign, first
aid/CPR – life saving skills’ demonstrations and consultation on the children’s booklet
‘Jack and the Ambulance Service’. Bilingual staff were available to offer advice and share
information about their area of work and their important roles within the service.
Visitors had an opportunity to have their say about the ambulance service and staff worked
with the public to help raise awareness about alternative medical routes if an emergency
response was not required to ensure they received the right treatment in the right place as
part of the Choose Well campaign.
The Trust responded to the non-statutory consultation on the Standards and Welsh
language and there was Trust representation at public meetings and events held across
Wales.
The Trust responded to the draft terms of reference on the Welsh Language
Commissioner’s inquiry into the Welsh language within primary care, welcoming the
inquiry to improve service provision and meet the needs of patients in their first language.
More Than Just Words, strategic framework to strengthen Welsh language services in
health and social care was launched by Welsh Government in November 2012. The
framework has been publicised across the organisation and the Trust will work on an
action plan as part of its commitment to improve the quality of care and continue to meet
the language needs of users.
Quality Standards
Working Together for Success provides focus and direction for the organisation to deliver
high quality health care and services to improve patient outcomes. The Trust is committed
to implementation of its Welsh Language Scheme as an integral part of its five year plan.
KEY FACT
The Trust has 20 Welsh Champions. Welsh Champions act as a local lead,
promoting Welsh at work, encouraging colleagues to learn Welsh and raise
awareness about the Trust’s commitment to delivering a bilingual service.
4
SECTION 2
Implementation of the Welsh Language Scheme
New and Revised Policies and Initiatives
The Trust is committed to considering the Welsh language in all aspects of its work,
ensuring that it is mainstreamed into all new and revised policies and initiatives through
the Trust’s Equality Impact Assessment (EqIA) process. A question on the Welsh
language is included in the EqIA process to measure efforts to mainstream the Welsh
language.
WLI1
New and Revised Policies and Initiatives
TARGET
The Welsh Ambulance Service will mainstream the Welsh
language in the organisation’s key policies and initiatives by
preparing structured programmes to be completed during
the lifetime of this Scheme.
Recent contracts with third parties (eg Dobshill Make Ready
Depot & HART base construction companies) fully reflected
Trust requirements for bilingual signage both during
construction and in the finished buildings.
PROGRESS
Progress is being made on the development of an
Ambulance Resource Centre (ARC) in Wrexham, the new
build will accommodate frontline and administrative staff. All
the design work for the new development in Wrexham is
now complete and the planning application and full business
case are ready to be submitted following final approval.
Bilingual signage is incorporated within communications
plans of all new developments.
A new addition to our emergency response is the Hazardous
Area Response Team (HART). Supported by the Welsh
Government, HART works alongside other emergency
services on the country’s most serious incidents such as
building collapses, chemical and terrorist incidents. Welsh
Language Scheme requirements have been incorporated
within this development.
All Trust estate developments fully comply with the
requirements within the Welsh Language Scheme.
Fleet specifications incorporate Welsh language
requirements, ensuring that all Trust vehicles include
bilingual signage as new vehicles are manufactured.
Manufacturers liaise with the fleet department and the Welsh
Language Officer provides advice and monitors bilingual
signage to ensure accuracy and consistency. The vehicle
5
reversing message is also bilingual on all new vehicles. A
Welsh Champion is a member of the Trust’s vehicle working
group and liaises closely with the Welsh Language Officer to
ensure compliance when new vehicles are manufactured.
The draft All Wales Standards for Accessible
Communications and Information for People with Sensory
Loss EqIA highlighted the fact that there would be first
language Welsh speakers with sensory loss and meeting
their information and communication needs would need to
take account of their language needs. The Welsh language
in the context of the standards was also particularly relevant
to older people.
The Trust has continued to make progress on the redesign
of the Patient Clinical Record (PCR), the final version has
now been approved by the Clinical Reference Group.
The final draft versions were used in a small scale pilot
evaluation undertaken during October 2012. This evaluation
in the operational environment provided an opportunity for a
number of staff to further contribute to the redesign of the
PCR, supporting documentation and user guideline. It also
allowed the Trust to identify further improvements required
prior to implementation Trust-wide. Feedback from the pilot
was positive with a small number of further changes which
included a bilingual non conveyance section.
The final version of the PCR User Guideline has been
updated to reflect the most recent changes to the PCR and
supporting documentation. A field to record the patient’s
language will facilitate handover and shows commitment to
working with partners to identify and establish the patient’s
communication needs.
The revised Ambulance Car Service (ACS) policy includes a
section on the Welsh language ensuring that volunteer
drivers are fully aware of the Trust’s commitment to
delivering a bilingual service.
The Freedom of Information (FOI) policy highlights the
Trust’s commitment and response to requests received in
Welsh. One FOI request was received through the medium
of Welsh regarding the Welsh language during the reporting
year.
The Carers Strategies (Wales) Measure (2010) placed a
duty on us to develop a Strategy for Carers, setting out how
we will provide information to Carers and actively include
them in the arrangements made for those they care for. The
Strategy highlights the Trust’s commitment to delivering a
bilingual service.
Road Safety Wales partnership with the Welsh Ambulance
6
Service, the Police and Fire and Rescue Service to deliver
the CRASH card scheme to motorcyclists across Wales.
The scheme is intended to help emergency services first on
the scene at a motorcycle incident. The Trust was involved
in the bilingual design of the CRASH card ensuring
compliance with the Welsh Language Scheme as part of
partnership working.
DATA ON WLI1
COMMENTS
FURTHER EVIDENCE
During the reporting year, a sample of 5 policies were
published. 100% went through the process of EqIA of which
Welsh language is a standard equality strand.
The Trust has made initial progress towards taking forward
the subject of Equality Impact Assessing as part of our
Strategic Equality Plan (SEP) by setting up a group to
produce a guide for developing a robust way of ensuring
that the impact of any decision is considered fully. The
group will aim to progress the process by adopting a
pragmatic approach in order to ensure consistency and
clarity to how the Trust considers EqIA and the Welsh
language in all aspects of its work.
Reports presented at Board meetings include the
requirement for Equality Impact Assessment.
All staff within the Programme Management Department
(PMD) are aware of the requirements within the Welsh
Language Scheme and reflect its application whenever any
new policy or initiative is presented or discussed.
The Welsh Language Officer provides support and advice to
mainstream the Welsh language in new policies and
initiatives.
Further work will continue to ensure that all directorates take
ownership and fully embed Welsh language into the
planning stage of any new and revised policy or initiative.
A new bilingual school booklet ‘Jack tells you about the
Ambulance Service’ is now available. The booklet went
through public consultation with staff, schools, school
nurses, third sector, child health leads and Welsh
Government.
The Trust engaged with Welsh primary
schools and the Welsh speaking community during the Urdd
Eisteddfod and received valuable and constructive feedback
on the content of the bilingual booklet.
The booklet is suitable for 6-8 year olds (Key Stage 1), and
aims to support staff visiting local schools and clubs to
educate children about the ambulance service and what to
do in an emergency.
7
TWF
The Trust is committed to promoting the TWF initiative on raising children bilingually by
distributing material to all staff on maternity/paternity leave and includes the TWF link on
the Trust and NHSDW internet sites. The Trust maintains a data base of staff who have
received the pack. Welsh Champions are encouraged to promote the project and packs
are displayed in key reception areas. Below is a summary of staff who received the TWF
pack during 2012/13:
Region
South East
Central & West
North
Number of staff who received pack
29 (15 maternity) (14 paternity)
40 (24 maternity) (16 paternity)
27 (7 maternity) (20 paternity)
Service Delivery
By the very nature of ambulance services, the majority of contact by the service with the
public is by operational staff working within Emergency Medical Services, Patient Care
Service and the Clinical Contact Centres. The linguistic profile of these staff members
normally reflects the profile of the part of Wales which they serve because most will have
been recruited locally. The Trust has adopted a team approach to ensure that where that
is possible an appropriate Welsh language service is available.
At the Trust’s headquarters, appropriate arrangements are in place to ensure that
members of the public are able to conduct business with the Trust through the medium of
Welsh. The Trust aims to promote a bilingual workplace with the support of Welsh
Champions across the organisation.
Services Provided by Others
When commissioning work from others, the Trust will ensure that contractors are aware of
the requirement to comply with the Trust’s Welsh Language Scheme.
WLI2
Services provided by others
TARGET
The Welsh Ambulance Service will communicate the
requirements of the Welsh Language Scheme clearly so that
the language will be an intrinsic part of the delivery of
services by others.
Shared Services progressing a strategic and coordinated
action to ensure that bilingualism is considered in relation to
procurement and purchasing.
Identified the need for wording in the terms and conditions
documents to be more comprehensive than a reference to
the Welsh Language Act. Checklist for the types of existing
contracts to be drawn up in order to prepare different
wording to accompany the different types of contracts.
Above progressed on an all Wales basis via Shared
Services
During the reporting year, a sample of 4 contracts were
issued by the Trust. 100% complied with terms and
conditions of the NHS All Wales Shared Service Partnership
PROGRESS
DATA ON WLI2
8
COMMENTS
FURTHER EVIDENCE
procurement arrangement.
The NHS Wales Shared Services for Procurement comes
under the Velindre NHS Trust.
The new NHS Wales Conditions of Contract for the supply of
services include a section on Welsh language obligations.
Further work will be undertaken to ensure Welsh language
requirements are embedded within procurement
arrangements during 2013-14. DHSSC and Value Wales to
take lead responsibility for issuing national guidance on
commissioning bilingual services, supported by training for
procurement/commissioning teams (More than just words).
Dealing with the public who speak Welsh
The Trust welcomes correspondence in both Welsh and English. Every letter received in
Welsh receives a signed reply in Welsh; the time target is the same when replying to
Welsh letters as they are for English letters. General correspondence to the public is
bilingual. The Trust has a dedicated translation service to fulfil these requirements and
has also expressed an interest in the Welsh Government’s Welsh Translation and
Interpretation Framework Agreement. Staff who feel confident enough are also
encouraged and supported to produce documents in Welsh, material and support is
available from the Welsh Language Officer and via the Welsh link on the intranet. All
information provided for the SAFER1 project fully complied with the Welsh Language
Scheme.
Face to Face Service
The Trust ensures that members of the public who wish to have dealings with the
organisation are welcome to do so in Welsh or English. All reception staff are able to offer
bilingual greetings.
WLI3
Face-to-face Service
9
TARGET
PROGRESS
DATA ON WLI3
COMMENTS
FURTHER EVIDENCE
The Welsh Ambulance Service will ensure that staff at
exhibition and information stands, open days and receptions
to welcome visitors can provide a basic bilingual service. All
new reception staff will be expected to display a sufficient
level of Welsh speaking competency, or be willing to work
towards this and all existing reception staff will be offered
training in basic language courtesy skills where necessary.
The receptionist at headquarters has basic language
courtesy skills to deal with calls and visitors in Welsh. The
receptionist is committed to further develop her Welsh
language skills and in collaboration with the Welsh
Language Officer has developed Welsh vocabulary for
dealing with visitors and callers in Welsh. Two receptionists
at other Trust sites are Welsh speaking.
0 posts were advertised as Welsh essential, 1 post at main
reception advertised as Welsh desirable.
50% of receptionist posts advertised filled by Welsh
speakers. 100% advertised as Welsh desirable.
All staff are aware of the telephone greeting protocol and
have received copies of the telephone crib card.
Welsh Champions offer support for reception staff to
develop basic language courtesy skills.
Staff who provide temporary relief cover on reception are
aware of the requirement to ensure the switchboard greeting
should be bilingual and receive guidance on how to deal
with calls in Welsh. A database of people available to deal
with calls through the medium of Welsh is available at the
headquarters’ reception area.
The Trust worked in partnership with Cardiff and Vale Local
Health Board and other partners at the National Eisteddfod
in Llandough and with other emergency services at the
Anglesey Show whereby Welsh speaking members of staff
engaged with the public and delivered key messages about
the ‘Choose Well’ campaign and other initiatives, enabling
the public to have their say about the service in their
language of choice.
Further support to be provided by the Welsh Language
Officer to ensure bilingual answer phone message on Trust
mobile telephones.
Electronic Mail
The public are welcome to communicate with the Trust via electronic mail in Welsh or
English. The same measures apply as those for written communication.
All staff are required to have a bilingual e-mail signature and out-of-office
message. Monitoring is undertaken by the Welsh Language Officer and Welsh
Champions; where emails received don’t comply with a bilingual ‘out of office’ message
and signature block, guidelines are forwarded via a reminder e-mail. Staff can access
bilingual out-of-office templates via the Welsh language section on the intranet.
10
Information Technology
The Trust provides services for the public in part by using computer systems. The Trust
recognises that information technology also plays a key role in services which are not
provided on-line.
WLI4
Information Technology
TARGET
The Welsh Ambulance Services will work towards implementing
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.
The ICT team have updated computer systems across the
Trust network to provide a professional and consistent style
to computer desktop backgrounds which includes a bilingual
corporate identity.
PROGRESS
New PCS service scripts and prompts fully comply with the
Welsh Language Scheme, enabling the caller to select the
service they require in their language of choice.
A ‘Looking after yourself’ medicines cabinet on the
NHSDirect Wales website enables service users to access
the cabinet in their language of choice. Smokers helpline
Wales and keep well this winter information is available in
Welsh as well as the pregnancy guide and service user
experience questionnaire.
A website engagement focus group was held to enable
the Trust to review the content on the NHSDirect Wales
bilingual healthcare advice and information website and to
assess the public’s behaviour when searching for health
information on the internet. Participants at the workshop
were able to complete activities in their language of choice.
One of the recommendations in the evaluation report
included holding additional workshops, using a similar
format specifically designed to review the Welsh
content and meet the needs of Welsh speakers.
To continually ensure the NHSDW website is easy to
navigate and meets the needs of the public, further web
development workshops will be arranged to review content
on the website and assess the public’s behaviour when
searching for health information on the Internet.
Two workshops have been held, with further workshops
arranged in the North to ensure a good cross section of
views, particularly from Welsh speakers as the number of
hits on the Welsh version of the website are currently low.
11
This work supports the Welsh Government ‘Together for
Health’ strategy and the Digital Inclusion Framework.
DATA ON WLI4
Number of improvement plans/developments
 Prepared
 Fully implemented
Following assessment using the Welsh Language Board’s
bilingual software assessment scheme.
2 improvement developments have been prepared:
-
COMMENTS
FURTHER EVIDENCE
Computer desktop background
Patient care service scripts
The Trust is committed to develop its websites and service
directory to give people in Wales access to the right health
or care service, regardless of where they are, 24/7.
Patients have benefited from an automated bilingual
messaging service informing them of their hospital
appointment.
The Welsh Language Scheme Annual Report is available on
the Trust’s website for the public to access and on the
intranet site for staff.
The Trust’s intranet site is currently being reviewed and
work is undertaken on the Welsh language section to ensure
that up to date information and support material is available
to ensure that staff are well equipped to deliver a bilingual
service.
KEY FACT
There were 279 hits on the Welsh language link on the intranet which
included support material to ensure staff are well equipped to deliver a
bilingual service.
The Trust’s Public Face
Publishing and printing material
Examples of bilingual material published during the reporting year:
Falls leaflet
Carers information
PiH literature
CRASH card
Wellbeing support service leaflet
Carer information card
Booklet and support material for schools
Forms and Associated Explanatory Material
12
The Trust ensures that all forms, questionnaires etc for the public in Wales are bilingual.
Gift aid correspondence templates have been produced bilingually and can be accessed
by staff on the intranet. Information provided for the NHSDW web development workshop
was fully bilingual.
Press/Media
The Trust has a bilingual officer available to respond to media enquiries in the language of
the initial enquiry.
All general press releases for the press in Wales are published bilingually. During the
reporting year, 15 press releases were posted on the Trust’s website in Welsh and
English.
Advertising and publicity activities
Every exhibition and public information stand is bilingual. Information leaflets and
publications are produced bilingually. The Trust’s Partners in Healthcare Team regularly
hold public engagement events. The team has Welsh speakers available to attend and all
information, leaflets etc are produced bilingually.
Recruitment
The Trust has developed a draft Welsh Language Skills Strategy with the aim to increase
its capacity to deliver a bilingual service and facilitate implementation of the Welsh
Language Scheme. The strategy has taken into consideration advice published by the
former Welsh Language Board under Section 3 of the Act, Recruitment and the Welsh
Language 2010. Implementation of the Welsh Language Skills Strategy action plan will
progress during the following year.
The Strategy sets out a timetable to identify the number and location of members of staff
with Welsh language skills, the linguistic needs of all Trust workplaces and posts and
through a comparison of skills requirements with available skills resources, the gaps that
exist in the Trust’s ability to provide Welsh medium services. For many vacancies, the
linguistic profile of applicants reflect the profile of the part of Wales they serve because
many would be recruited locally.
A guide for managers when undertaking PADRs (performance appraisal and development
review) includes Welsh language and the need to identify Welsh language skills as part of
the electronic staff record (ESR).
WLI5
TARGET
PROGRESS
Recruitment
The Welsh Ambulance Services 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.
Guidelines have been produced to assist recruitment
managers to determine Welsh language requirements for
each post to accompany the Trust’s Recruitment and
Selection Policy section on the Welsh language.
13
The Trust’s Recruitment and Selection Policy was recently
reviewed and the section on the Welsh language has been
updated to reflect developments in Welsh language
legislation.
As part of a recruitment campaign by NHSDW for Nurse
Advisers, the advertisement stated that the Trust was
actively seeking to recruit Welsh speaking nurses to join the
team. Welsh awareness question asked at interview within
NHSDW.
As part of the Wellbeing support service recruitment
process, Welsh language skills were highlighted in
supporting the wellbeing of staff.
DATA ON WLI5
COMMENTS
FURTHER EVIDENCE
Number of posts advertised for which Welsh was specified
as an essential skill (0%), percentage filled by Welsh
speakers (level 5) 10%. Posts advertised as Welsh
desirable and the percentage filled by Welsh speakers was
34% of a total of 184 new starters.
Clinical Team Leader (CTL) posts were advertised as Welsh
desirable and highlighted areas where Welsh speaking was
essential.
All job applications are submitted online and applicants are
able to submit applications in English or Welsh.
Where posts specify qualification requirements on entry with
5 GCSEs at grade ‘C’ and above or equivalent, this includes
Welsh, English or Mathematics.
Welsh Language Skills strategy – embedded within the
action plan on the Welsh Language Scheme.
Members of the community who wish to volunteer as
community first responders can complete an application
form in their language of choice.
Further work required in 2013/14 to increase the number of
posts advertised as Welsh essential. The guide produced to
determine Welsh ‘essential’ or ‘desirable’ for all vacant posts
will support recruitment managers towards achieving this.
KEY FACT
The Trust employs 3034 staff. 34% of staff are Welsh speakers
Language Skills
The Trust has adopted the NHS Welsh Language Skills Self-Assessment framework to
ensure more meaningful and comprehensive data on Welsh language skills within the ESR
(Electronic Staff Record) system.
The HR equalities monitoring form includes a question on candidates’ Welsh language
skills.
14
The following table 1 shows the level of Welsh language against the Welsh language
indicators of those employees currently employed by the Welsh Ambulance Service. As at
the end of February 2013 we currently have 3,034 employees.
Competence
Individual Proficiency Level
0 - No Skill
1 - Basic
2 - Fair
3 - Moderate
4 - Good
5 - Proficient
Listening/Speaking Welsh
Listening/Speaking Welsh Total
0 - No Skill
1 - Basic
2 - Fair
3 - Moderate
4 - Good
5 - Proficient
Reading Welsh
Reading Welsh Total
0 - No Skill
1 - Basic
2 - Fair
3 - Moderate
4 - Good
5 - Proficient
Writing Welsh
Writing Welsh Total
Total
2014
477
151
35
50
296
3023
2167
381
135
33
51
253
3020
2220
348
137
33
38
245
3021
The following pie charts show the competence levels at the various levels by percentage.
4 - Good / Da,
3 - Moderate / 50 (2%)
Cymhedrol, 35 (1%)
5 - Proficient /
Hyfedrus,
296 (10%)
Gwrando/Siarad Cymraeg
Listening/Speaking Welsh
2 - Fair / Gweddol,
151 (5%)
1 - Basic / Elfennol,
477 (16%)
0 - No Skill / Dim Sgil,
2014, 66%
Listening/Speaking Welsh Percentages
15
3 - Moderate /
Cymhedrol
4 - Good / Da,
33 (1%)
51 (2%)
2 - Fair / Gweddol,
135 (4%)
5 - Proficient /
Hyfedrus, 253 (8%)
Darllen Cymraeg
Reading Welsh
1 - Basic / Elfennol,
381 (13%)
0 - No Skill / Dim Sgil,
2167 (72%)
Reading Welsh Percentages
3 - Moderate
/ Cymhedrol,
33 (1%)
2 - Fair /
1 - Basic / Gweddol,
Elfennol, 348 137 (5%)
(12%)
Ysgrifennu Cymraeg
Writing Welsh
4 - Good / Da,
38 (1%)
5 - Proficient /
Hyfedrus,
245 (8%)
0 - No Skill / Dim Sgil,
2220 (73%)
Writing Welsh as Percentages
16
Staff with Welsh language skills by service department
Competence
Main Staff Group
Additional Clinical
Services
Administrative and
Clerical
Allied Health
Professionals
Listening/Speaking
Welsh
0 - No
Skill
1Basic
Nursing and Midwifery
Registered
Listening/Speaking
Welsh| Total
Additional Clinical
Services
Administrative and
Clerical
Allied Health
Professionals
Reading Welsh
Estates and Ancillary
Medical and Dental
Nursing and Midwifery
Registered
22
83
69.74%
13.52
%
5.09
%
1.37%
2.15%
8.13%
520
143
36
10
10
73
65.66%
18.06
%
4.55
%
1.26%
1.26%
9.22%
605
173
58
10
16
120
17.62
%
9
5.91
%
1
1.02%
1.63%
12.22%
7.44%
0.83
%
98
1
100.00
%
Administrative and
Clerical
1
0.83%
12
0.00%
0.00
%
1021
792
982
121
9.92%
78
14
4
73.58%
13.21
%
3.77
%
2014
477
66.62%
0.00%
0.00%
2
8
0.00%
1.89%
7.55%
151
35
50
296
15.78
%
5.00
%
1.16%
1.65%
9.79%
759
116
41
13
23
68
74.41%
11.37
%
4.02
%
1.27%
2.25%
6.67%
567
105
35
12
6
65
71.77%
13.29
%
4.43
%
1.52%
0.76%
8.23%
652
144
57
6
18
105
66.40%
14.66
%
5.80
%
0.61%
1.83%
10.69%
102
5
84.30%
4.13%
1
0.83
%
0.00%
2
1.65%
11
0.00%
106
3023
1020
790
982
121
9.09%
1
1
100.00
%
0.00%
0.00
%
86
11
1
10.38
%
381
12.62
%
0.94
%
135
4.47
%
779
104
76.37%
577
17
Grand
Total
1
0.00%
71.75%
Writing Welsh
5Proficient
14
2167
Additional Clinical
Services
4Good
52
81.13%
Reading Welsh Total
Moderate
138
80.99%
Medical and Dental
3-
712
61.61%
Estates and Ancillary
2Fair
0.00%
0.00%
0.00%
4
4
0.00%
3.77%
3.77%
33
51
253
1.09%
1.69%
8.38%
44
11
17
65
10.20
%
4.31
%
1.08%
1.67%
6.37%
95
40
8
5
66
106
3020
1020
791
Allied Health
Professionals
72.95%
12.01
%
5.06
%
1.01%
0.63%
8.34%
672
137
49
9
15
100
1.53%
10.18%
86.78%
1.65%
4.99
%
1
0.83
%
0.92%
105
13.95
%
2
68.43%
Estates and Ancillary
Medical and Dental
Nursing and Midwifery
Registered
Writing Welsh| Total
PROGRESS
DATA ON WLI6
COMMENTS
FURTHER EVIDENCE
1.65%
11
0.00%
121
9.09%
1
100.00
%
1
0.00%
0.00
%
0.00%
0.00%
0.00%
86
10
3
3
1
3
81.13%
9.43%
2.83%
0.94%
2.83%
2220
348
11.52
%
33
38
245
1.09%
1.26%
8.11%
73.49%
WLI6
TARGET
2
982
2.83
%
137
4.53
%
106
3021
Language Skills
The Welsh Ambulance Services 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.
Development of a draft Welsh Language Skills Strategy and
PADR guidelines for managers.
1020 members of staff out of 3034 currently have some
Welsh language ability for the listening and speaking
element which is 34% of our staff.
Implementation of Welsh Language Skills Strategy to
increase the Trust’s capacity to deliver a bilingual service
and facilitate implementation of the Welsh Language
Scheme
Data on Welsh language skills has been collected from
ESR.
Initial discussions have been held on Welsh language and
the rostering review framework and capturing/identifying
Welsh language skills when planning rotas, focusing on the
team approach. The Trust will continue to look at how
Welsh language skills of staff can be identified when
planning rotas and report on progress in 2013/14.
Learning Welsh
The Trust is committed to supporting staff to learn or improve their ability to speak Welsh
and focuses resources on support in those areas or premises across Wales where Welsh
is used regularly to communicate with Welsh speakers.
18
WLI7
Language Training
TARGET
The Welsh Ambulance Services will increase the number of staff
in its workplace who are able to work through the medium of
Welsh in order to satisfy the requirements of delivering a quality
service. Appropriate training will be provided, including vocational
training, language improvement training and taster courses.
The Trust continues to build on progress to support staff
wishing to learn or develop their Welsh language skills.
PROGRESS
A Welsh Language Training questionnaire was distributed to
all staff across the organisation to identify how many staff
had received Welsh language training up to the level of a
specific qualification.
Staff are encouraged to identify Welsh language training
needs as part of personal development reviews with their
line manager. This is being more overtly encouraged within
the 2013-14 documentation. Guidance developed as a
toolkit to help managers link their ADP with PADRs includes
a section on the Welsh language and highlights the need to
support staff to develop their understanding of Welsh
language issues and their ability to use the language in the
workplace. It emphasises the need to ensure that the level
of Welsh language skills is recorded on ESR and where
appropriate, identify any training requirements to help deliver
better quality care to patients.
During 2012/13, a number of staff requested Welsh
language training resources and material to support and
develop their skills to meet the communication needs of
patients and service users, recognising that a few simple
words can make a world of difference to the patient and
service user’s experience.
The Saysomething in Welsh, free Welsh language learning
link on the intranet is promoted widely across the Trust to
enable staff to learn basic Welsh phrases and practise their
Welsh in their own time.
A further meet and greet course was delivered to members
of the clinical contact centre staff, focusing on correct
pronunciation of Welsh names and place names, reducing
the risk to patients and service users. The accredited
course was delivered by Welsh Centre for Adults.
Chat and practise sessions continue at headquarters for
staff wishing to practise their Welsh with colleagues, this
arrangement will continue in order to develop the confidence
of staff to use Welsh in the workplace.
19
Welsh Champions offer support to further develop the
confidence of colleagues by communicating with them in
Welsh. Staff are able to fulfil their role, ensuring they have
the right skills and meet the needs of callers and visitors in
their first language.
The following support material has been developed in the
current reporting year for staff wishing to learn or develop
their Welsh language skills:








DATA ON WLI7
COMMENTS
Meet & Greet course – 11 clinical contact centre staff
enrolled, focusing on basic language courtesy skills,
pronunciation of Welsh names and place names.
This was an accredited course. Following the course,
staff received further information and support material
to continue learning and practising their Welsh
language skills
Central library of learning material for Welsh learners
including CDs, phrasebooks and support for staff who
speak Welsh but need to develop their confidence to
write in Welsh
Welsh in the workplace leaflet distributed across all
clinical contact centres and support available from
Welsh Champions on each site
Buddy scheme – provides peer support for Welsh
learners.
Caerphilly - Welsh Taster Course for Beginners
information distributed to staff
Learndirect e-course to learn Welsh
Taster course – popeth Cymraeg
Welsh Academy Dictionary on-line and Welsh spell
check available for staff who speak Welsh but need
support to develop confidence working through the
medium of Welsh
The Trust delivers Adult Safeguarding and Mental Capacity
training to staff through the medium of Welsh. Enabling staff
to receive training through the medium of Welsh increases
their awareness and confidence to use Welsh in the
workplace and with patients and service users. The Trust
will aim to deliver further training through the medium of
Welsh in 2013-14.
Meet and Greet course – 11 members of staff enrolled for
accredited 1 day course.
16 members of staff attended various accredited training
courses in their own time.
Resources to support staff to develop their confidence to
use Welsh at work are promoted via the Welsh link on the
intranet, Siren newsletter for staff and on notice boards
across the Trust. Welsh Champions are encouraged to
support this group of staff.
20
Learndirect e-course is available for staff to learn Welsh in
their own time over a 12 month period. The course flyer has
been distributed widely across the Trust.
The course is offered at four different levels: beginner,
beginner plus, intermediate and business, or a bundle of
beginner and beginner plus. Each level helps learners to
progress further through the language and the beginner plus
level includes a section on describing an emergency. The
course has been promoted via the online newsletter and by
Welsh Champions across the Trust.
FURTHER EVIDENCE
The Trust will continue to develop training opportunities to
increase the number of staff able to deliver a bilingual
service.
The Welsh language training framework will focus on
training opportunities to meet the training needs of staff at
different levels. Staff wishing to learn Welsh in the
community receive support to determine the level of training
required from the Welsh Language Officer. The managers’
guide for PADR includes a section on the Welsh language to
encourage evaluation of Welsh language skills.
Welsh training roadshows to be delivered to provide support
for staff and advice on the right options to meet their training
needs, to include display of resources, material to support
Welsh learners and taster tasks for staff to give their Welsh
a go in the workplace.
During 2012, a Group was established to review the current
provision of Welsh for Adults by the Welsh Government
Minister for Education and Skills. As part of the review, a
short survey was created so that the Group could consider
the use of Welsh language skills in the workplace as well as
the best ways of developing those skills. The Trust
completed the survey based on provision in the workplace.
Staff from the clinical contact centre who attended a Welsh language ‘Meet & Greet’ course.
21
Awareness Training
Each new and current member of staff is required to complete Welsh language awareness
training within the staff handbook and within the equalities session as part of the corporate
induction programme.
The Welsh Government’s ‘Good Health – An introduction to language awareness in
healthcare’ is delivered as part of training to raise awareness of the issues around the
Welsh language in healthcare. The aim of the training is to improve the language
awareness of all staff, promoting a service which is sensitive and alert to the
communication needs of Welsh speakers.
WLI8
Awareness Training
TARGET
The Welsh Ambulance Service will ensure that each new and
current member of staff receives language awareness training as
part of the induction programme and by following the language
awareness module in the staff handbook.
A Welsh Awareness Day was held on 1 March to raise staff
awareness regarding the Trust’s Welsh Language Scheme
requirements and More Than Just Words. Information
regarding the Welsh Language Scheme and guidelines to
staff as well as support material and resources were
promoted and shared across the Trust. A Welsh Awareness
message was publicised on Siren, the Trust’s online
newsletter. Welsh Champions actively promoted the Welsh
language in their area and ‘More than just words’ and Welsh
language awards material promoted widely within the clinical
contact centres.
Welsh language awareness training is co-ordinated by our
dedicated Education and Training Department.
Online CPD refresher training incorporated Welsh language
awareness
The Trust’s Corporate Induction also incorporates Welsh
language awareness
There has been a total of 128 attendees at Corporate
Induction all of whom should have received a green
handbook, providing access information to the e-learning
which includes Welsh Awareness which equates to 100% of
new starters who attended corporate induction training in the
current reporting year.
PROGRESS
DATA ON WLI8
250 admin, clerical and managerial staff were invited to
complete their CPD refresher programme for 2012-13, 52%
have completed the Welsh Awareness section.
Welsh Language Awareness is part of Clinical Team Leader
meetings. Welsh language awareness posters were
distributed for display in ambulance stations, monitored by
Welsh Champions.
22
Welsh Awareness is timetabled within 2013-14 CPD
programmes for Paramedics, EMT’s and UCS staff groups
COMMENTS
FURTHER EVIDENCE
Working Welsh badges promoted across the Trust also raise
staff awareness across the organisation.
Review of corporate induction to be undertaken.
Welsh language awareness session delivered at St
Kentigern hospice as part of the Trust’s commitment to
partnership working and meeting the communication needs
of patients and service users.
The Welsh Language Officer continues to deliver further
Welsh language awareness sessions on request and
meetings to offer advice on Welsh Language Scheme
implementation across the Trust.
Complaints
The complaints section on the Trust’s website welcomes complaints in both English and
Welsh. Complaints in respect of the Welsh language are dealt with in accordance with the
Trust’s corporate procedure. A standard clause on all response letters provides an
opportunity for complainants to raise further concerns with the Welsh Language
Commissioner.
The intention of ‘Putting Things Right’ is to encourage a more accepting and supportive
culture for dealing with concerns about treatment and care, with staff at all levels being
encouraged to apologise for adverse outcomes, offer explanations for why they have
occurred, describe the lessons that have been learnt to prevent further recurrence and
ensure the patients and staff involved are part of this process.
WLI9
TARGET
PROGRESS
DATA ON WLI9
Complaints
The Welsh Ambulance Services will deal with concerns regarding
the implementation of this Welsh Language Scheme promptly and
in accordance with the organisation’s corporate procedures.
Centralisation of concerns team now based at headquarters
following recent restructuring and appointment of Head of
Business Management and Concerns. Welsh Language
Officer has met with the new Head to ensure mainstreaming
of Welsh language into all concerns department
developments.
Concerns management process includes
formal concerns, on the spot concerns and redress process.
1 complaint was received regarding the implementation of
the Welsh Language Scheme in the current reporting period.
100% of complaints are dealt with according to the
organisation’s concerns procedures.
9 complaints were received through the medium of Welsh,
but not relating to the Welsh language. This information is
recorded on Datix. Each complaint received a response in
Welsh in accordance with the Welsh Language Scheme.
23
Complaints and compliments are a standard item on the
Welsh Language Implementation Group agenda and
updates are provided on lessons learnt.
The Trust includes a standard clause in every complaint
response letter regarding the Welsh language, giving
complainants the opportunity to express further concerns via
the Welsh Language Commissioner if they remain
dissatisfied with the Trust’s response.
The Putting Things Right single point of access and
messaging is fully bilingual.
COMMENTS
FURTHER EVIDENCE
We accept complaints, compliments and constructive
criticism as valuable information against which the Trust can
measure the quality of the service it provides. The ‘Putting
Things Right’ section on the Trust’s website welcomes
comments in Welsh and English.
The Trust has updated its ‘Putting Things Right’ section on
the internet and intranet site ensuring that information
available for patients and service users is bilingual. The
documentation in both languages was placed on the website
at the same time.
The Trust invited patients and service users to complete a
fifty plus survey to find out what was most important to them
when receiving healthcare services, to ensure they were
treated with dignity and respect. Patients and service users
were able to complete the survey in their language of choice
and a section on communication asked about meeting their
communication needs. Comments included recognising the
need and ability to speak Welsh with patients in their
language and was particularly important for stroke/dementia
patients. 335 Fifty Plus questionnaires were completed, of
which 4% (15) of the questionnaires were completed in
Welsh. The Trust is committed to including as many people
and groups as possible in contributing to the decision
making process that affects the health community it serves
to improve our services and the patients’ experience.
Five thank you letters were received in Welsh during the
reporting year.
Publicity
The Trust’s Welsh Language Scheme is published in an accessible manner on the internet
and intranet sites. The Trust’s online newsletter, Siren Online is used on a regular basis
to promote bilingual developments and support material available for staff to comply with
the Welsh Language Scheme. A Trust weekly update is distributed by the
Communications Team which includes a weekly roundup of news and information for staff.
A summary of the Welsh Language Scheme was included in the Trust’s main Annual
Report during the reporting year and Welsh language highlights incorporated within the
24
corporate directorate presentation at the Trust’s Annual General Meeting. The Trust has
Welsh speaking Board members who attend public meetings.
WLI10
Publicity
TARGET
The Welsh Ambulance Services will promote specific
activities provided through the medium of Welsh so that
Welsh speakers may choose to use them.
We have been promoting the Choose Well message again
this year to encourage individuals to use NHS services
appropriately and educate them on other services within
their communities that can provide help and assistance.
Working together with partners involved a stand with
bilingual staff and bilingual literature to promote messages in
main hospitals, colleges and universities. A bilingual choose
well ‘app’ was also promoted as part of the campaign.
PROGRESS
The Trust Board meets at various locations across Wales on
a bi-monthly basis. Meetings are open to the public and
information is made available on the Trust’s website. A
guide, ‘Welsh greetings for meetings’ has been produced to
encourage contributions in Welsh.
The working Welsh initiative continues to be promoted
widely across the Trust and staff are encouraged to wear the
working Welsh badge to show they are happy to speak
Welsh at work.
Information to staff regarding Welsh language initiatives and
Welsh training opportunities is regularly publicised and
promoted on Trust notice boards, via siren online and the
Trust’s weekly update.
The Trust has a section on the website for patients and
service users to have their say about the Welsh language
and quality of service received in Welsh. The facility was
promoted at various public events throughout the year.
The launch of ‘More than just words … strategic framework
for Welsh language in health and social care’ was publicised
on the intranet. The TWF link can also be accessed on the
Trust and NHSDW websites.
The Trust published 15 bilingual press releases on the
website in the current year.
Internet
Due to a technical error on the Trust website, web user
activity was not recorded between July 2012 and March
2013. The figures given below are based on page views
received between April and June 2012 and show 1.22% of
all pages viewed on the Trust website were viewed in the
25
Welsh Language.
Total Page Views (English and Welsh) – 45,508
Welsh Page Views Only – 555
Intranet
The Welsh page on the Trust’s intranet received the
following number of hits:279
Notices for public meetings and events continue to be
distributed bilingually.
Staff were able to complete the 2013 NHS Wales Staff
Survey in Welsh or English.
The following information was presented to the All Wales
Service User Experience Group, providing details on
information available for service users accessing NHS Direct
Wales
NHS Direct Wales 0845 service
Data from 1st April - 31st December 2012
2365 Welsh calls answered. Random call audits are
undertaken on Welsh calls by team leaders or other
managers as requested. Welsh scripts are available for
NHSDW call takers. All operational NHSDW telephone
messaging are bilingual. Language choice is documented in
the CAS software
Calls to the service are split between symptomatic and
health information advice and include for example:
 Headache
 Abdominal pain
 Diarrhoea
 Vomiting
 Fever/Temperature
NHS Direct Wales Welsh language web visits for 2012/13
2929 visits
Information most commonly viewed include:
 Radiotherapy
 Metabolic syndrome
 Lifestyle wellbeing
 Healthy eating
 Pregnancy
 Miscarriage
 Choose well quizzes
Online Enquiry Service (via web portal) 2012/13
11 enquiries
Enquiries have included:
 Information on vaccinations staff should have that
26





work with children in nursery
Looking for an NHS dentist
How to renew their EHIC card
Information on shingles
Emergency dental treatment needed
NHS dentist
The Trust held ‘meet your ambulance service’ events which
included a stand to promote the Welsh language and
engage with the public on delivering a bilingual service.
Members of the public were able to contribute in their
language of choice at events with simultaneous translation
facilities and Welsh speaking members of staff in
attendance. Power point presentations and all material was
available bilingually to comply with the Trust’s Welsh
Language Scheme.
DATA ON WLI10
NHS Direct Wales – Welsh calls
Welsh calls answered during reporting period – 2365
Welsh language web hits – 2929
Online enquiry service – 11
FURTHER EVIDENCE
All Wales Service User Experience Questionnaire on
NHSDW website includes a section on the Welsh language.
Children’s questionnaire produced by the safeguarding team
can be completed in Welsh and includes a section on the
Welsh language.
GOOD PRACTICE
The Trust had seven nominations for the Welsh Language in Healthcare Awards 2012 with
a stand at the conference to share examples of good practice across the NHS. A Trust
paramedic won the Welsh Learner Category and has since become one of the Trust’s
Welsh Champions, supporting colleagues learning to speak Welsh. The 2013 awards
have been widely promoted across the Trust, with nominations encouraged to give
recognition and to raise the profile of the importance of delivering a bilingual service
through sharing best practice.
27
Alan Thomas, Paramedic and winner of the 2012 Welsh Learner of the year category at the Welsh Language
in Healthcare Awards Conference
The Welsh ‘Ambiwlans Awyr’ series on S4C showed paramedics and EMS staff meeting
the communication needs of Welsh speaking patients, focusing on the team approach to
ensure effective communication.
Information on the Welsh language and support for staff is regularly available on Siren,
online newsletter which also included promoting the Welsh language in healthcare awards
and publicity to More Than Just Words, national strategic framework for the Welsh
language in health and social care.
The role of twenty Welsh Champions in the workplace continues to assist the Trust to
meet its obligations to comply with the Welsh Language Scheme. Champions encourage
colleagues to share experiences and discuss issues and concerns and share ideas and
solutions. The Welsh Champions assist the Welsh Language Officer in promoting
bilingualism across the Trust.
Staff can access Working Welsh material and badges promoted across the Trust and are
encouraged to show their ability to use Welsh at work.
A Welsh Awareness Day was held on 1 March to celebrate St David’s Day which involved
staff engagement, raising awareness about ‘More Than Just Words’ and receiving
feedback and suggestions from staff on how to improve delivery of a bilingual service.
Information to staff regarding LGHT network development and events was produced
bilingually.
The Trust is committed to working in partnership to ensure delivery of a bilingual service
and as part of St David’s Day events, the Welsh Language Officer delivered a Welsh
language taster session for patients and staff at St Kentigern, which also focused on More
Than Just Words and listening to patient’s experience of receiving bilingual healthcare.
The Welsh Language Officer met with BCUCHC to share examples of good practise,
initiatives and guidelines on delivering a bilingual service. The Welsh Language Officer
attends the Welsh Ambulance Service and BCUCHC liaison meetings and provides
progress reports on the Welsh language.
28
The Trust had an opportunity to work in partnership with Cardiff and Vale Health Board
and other partners at the National Eisteddfod in Llandough to raise awareness about other
medical routes to take if an emergency response isn’t necessary as part of the Choose
Well campaign and to promote the 50 plus survey.
Urdd Eisteddfod CPR presentation delivered by operational staff and community first
responder
KEY FACT
The Trust had 7 submissions for the Welsh Language in Healthcare Awards
2012 and a member of staff won the Welsh Learner of the Year Category for
over two years. The aim of the awards is to share good practise and
improve bilingual provision in healthcare
Advice published by the Welsh Language Commissioner
Title of Advice Document
Advice Document: Bilingual Drafting,
Translation and Interpretation
An introduction to the role of the Welsh
Language Commissioner
Complaints to the Welsh Language
Commissioner
Action Taken by the Trust on Receipt of
Advice Document
Arrangements for providing translation and
interpretation
Welsh Government sharing Welsh
translation resource project
Distributed to Board members and as part
of Welsh language awareness displays
Distributed to the concerns team and as
part of Welsh language awareness display
at events
29
SECTION 3
NEXT STEPS AND IMPROVEMENT PLAN
The Trust will continue to build on progress in delivering a bilingual service, ensuring that
the Welsh language is owned by everyone across the organisation.
Progressing its Welsh Language Skills Strategy and central access to guidance on
delivering every aspect of the Welsh Language Scheme will drive forward a service that
meets the communication needs of patients and service users.
Work on reviewing the Welsh section on the intranet will provide up to date support
material and information to ensure that staff are well equipped to deliver a bilingual service
and are aware of developments in respect of the Welsh language and how each
directorate needs to ensure that Welsh language communication should be central to
effective service delivery.
The Trust will continue to develop effective working relationships with partners, sharing
good practice and potential collaborative opportunities to meet the communication needs
of patients across Wales.
The More than just words strategic framework for the Welsh language will provide more
strategic leadership on delivering a bilingual service and the Trust looks forward to working
with others to strengthen Welsh language provision and deliver appropriate services to
meet the linguistic needs of patients and service users.
The Trust will continue to implement its Welsh Language Scheme and action plan in
accordance with legislation and looks forward to receiving further information and
timescales for delivering new standards on the Welsh language.
The Welsh Language Commissioner’s statutory inquiry into the Welsh language within
primary care will provide opportunities to identify areas which require more work to ensure
that the public can access bilingual healthcare advice and information 24 hours a day.
The Welsh Language Officer will continue to offer advice and leadership to ensure that the
Welsh language is embedded within service delivery. The role of Welsh Champions will
continue to focus on promoting the Welsh language and delivering commitments within the
Welsh Language Scheme.
30
Risks to implementation of the Welsh Language Scheme
Area of risk
Relevant section(s) in the
Welsh Language Scheme
Electronic Staff Record (ESR): Planning
and delivering
Language skills not a Services; implementing and
mandatory field
monitoring the scheme
NHSDW encyclopaedia
Internet
31
Comments
PADR guide developed
which encourages managers
to update Welsh language
skills of staff on ESR
Website is hosted by the
Trust on behalf of NHS
Wales informatics service
with a set budget to translate
conditions
in
the
encyclopaedia. The Trust is
working
hard
and
is
continuing to develop the
Welsh site within a limited
budget.
Where
the
information is not available
in Welsh, a standard clause
directs the user to the
English
version
in
accordance with guidance
on producing information
electronically.
Welsh Language Commissioner Overview of 2011/12 Annual Monitoring Reports
Recommendation
New policies and initiatives
It must be ensured that the impact
assessment process goes beyond a uniform
assessment by tackling the challenges to
delivering the language scheme when
appropriate in order also to promote and
facilitate the use of the Welsh language in
accordance with the principles of the
language scheme.
Services provided by others
Language
officers
should
assist
procurement officers to ensure that
commissioning or contracting work fulfils the
organization’s commitment under their
language schemes, to promote and facilitate
the use of the Welsh language.
Technology
Although IT systems of a number of NHS
organisations have been structured and
provided on a national level, on-line
technology and telecare is becoming
increasingly important in relation to the
contact between the organizations and the
public, therefore user needs and bilingual
features must be incorporated in every
project or initiative from the onset.
Websites and new media
It should be ensured that communication
media are developed and maintained
bilingually. When providing information on
the pages, it should be ensured that it is
bilingual, and that the principle of treating
both languages equally is respected.
Frontline services
Public organizations in Wales should be
able to provide a front line, first point of
contact service to the public in Welsh;
therefore organisations need to plan for
providing bilingual services at their main
Progress
The Trust has made initial progress towards
taking forward the subject of Equality Impact
Assessing (EqIA) as part of our Strategic
Equality Plan (SEP) by setting up a group to
produce a guide for developing a robust
way of ensuring that the impact of any
decision is considered fully. The group will
aim to progress the process by adopting a
pragmatic approach in order to ensure
consistency and clarity to how the Trust
considers the Welsh language in all aspects
of its work.
Shared Services to take strategic and
coordinated action to ensure that
bilingualism is considered in relation to
procurement and purchasing.
Wording in the terms and conditions
documents need to be more comprehensive
than a reference to the Welsh Language
Act.
Checklist for the types of existing contracts
in order to prepare different wording to
accompany the different types of contracts.
Above to be progressed on an all Wales
basis.
User needs and bilingual features included
in every project or initiative from the outset
as online and telecare technology is
becoming increasingly important in the
organisation’s dealings with the public.
Advice on the risks of failing to provide
corresponding information in Welsh and
English electronically adopted by the Trust.
Recruitment and selection policy reviewed.
Guidance to determine Welsh ‘essential’ or
‘desirable’ for all posts produced for
recruitment managers. Flow chart identifies
roles that greet external visitors ie.
receptionists.
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contact points. It is important to plan and
develop procedures that offer and promote
choice for patients and users so that they
can deal with the organizations in Welsh.
Recruitment and the Welsh language
Organizations need to follow the advice on
stipulating linguistic conditions in the Welsh
Language
Commissioner’s
document
Recruitment:
Welsh
Language
Considerations. The requirements of posts
should be reviewed in accordance with this
document by denoting which Welsh
language skills are essential and which are
desirable.
Skills
Organizations need to continue to develop
processes to collect and record data on staff
language skills in order to provide efficient
and effective Welsh language services.
Whilst the skills record on ESR remains
optional, alternative methods are needed to
collect this information systematically. We
expect to see progress with regard to this
data next year.
Training
Language training resources need to be
directed towards ensuring the most effective
use of the language when communicating
and providing quality care. This could
include prioritising front line staff and
language refresher training in order to raise
the confidence of Welsh speakers to use
the language in work.
Complaints
All organizations are expected to include a
standard clause in every complaint
response letter, giving complainants the
opportunity to express further concerns via
the Welsh Language Commissioner if they
remain dissatisfied with the organization’s
response.
Recruitment and selection policy reviewed.
Guidance to determine Welsh ‘essential’ or
‘desirable’ for all posts produced for
recruitment managers. Templates to include
reference to the Welsh language within job
adverts, Welsh language skills required
(essential or desirable) within person
specification and section on Welsh
Language Scheme compliance within job
descriptions.
PADR guidance for 2013-14 includes a
section informing managers that levels of
Welsh language skills need to be recorded
on ESR. Welsh Language Officer has had
discussions with Workforce to look at how
Welsh language skills could be captured via
ESR self-service. Seek further advice
regarding change of competencies by
employees.
PADR guidance section on Welsh language
states that managers need to identify any
training requirements with their staff to help
deliver better quality of care to patients.
Welsh language refresher training and
resources shared with staff via Welsh
language link on the intranet. Cysill and
online Welsh Academy dictionary available
for staff.
Welsh language phrasebook
produced for operational staff.
Poster
produced to encourage Welsh in the
workplace.
All complaint response letters in respect of
the Welsh language include a standard
clause giving complainants the opportunity
to express further concerns via the Welsh
Language Commissioner if they are still
dissatisfied with the Trust’s response.
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