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Ymddiriedolaeth GIG Gwasanaethau Ambiwlans CymruWelsh 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

Introduction and operational summaryThe 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.

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SECTION 1

Welsh Language Scheme SummaryThis 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

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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?

Never Sometimes Usually Always

Able to speak in Welsh to staff if you needed to?

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.

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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.

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KEY FACTThe 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.

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.

PROGRESS 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 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

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SECTION 2

vehicle 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.

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Road Safety Wales partnership with the Welsh Ambulance 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 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.

COMMENTS 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.

FURTHER EVIDENCE 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 takeownership 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.

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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 Number of staff who received packSouth East 29 (15 maternity) (14 paternity)Central & West 40 (24 maternity) (16 paternity)North 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.

PROGRESS 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

DATA ON WLI2 During the reporting year, a sample of 4 contracts were issued by the Trust. 100% complied with terms and

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conditions of the NHS All Wales Shared Service Partnership procurement arrangement.

COMMENTS 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 EVIDENCE 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

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TARGET 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.

PROGRESS 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.

DATA ON WLI3 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.

COMMENTS 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.

FURTHER EVIDENCE 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-officemessage. 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.

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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.

PROGRESS 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.

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.

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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:

- Computer desktop background- Patient care service scripts

COMMENTS 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.

FURTHER EVIDENCE 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.

The Trust’s Public Face

Publishing and printing material

Examples of bilingual material published during the reporting year:Falls leafletCarers informationPiH literatureCRASH card Wellbeing support service leafletCarer information cardBooklet and support material for schools

Forms and Associated Explanatory Material 12

KEY FACTThere 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 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 RecruitmentTARGET 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.

PROGRESS 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.

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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 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.

COMMENTS All job applications are submitted online and applicants are able to submit applications in English or Welsh.

FURTHER EVIDENCE 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.

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.

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KEY FACT The Trust employs 3034 staff. 34% of staff are Welsh speakers

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 TotalListening/Speaking Welsh

0 - No Skill 20141 - Basic 4772 - Fair 1513 - Moderate 354 - Good 505 - Proficient 296

Listening/Speaking Welsh Total 3023Reading Welsh


Reading Welsh Total 3020Writing Welsh


Writing Welsh Total 3021The following pie charts show the competence levels at the various levels by percentage.

0 - No Skill / Dim Sgil, 2014, 67%

1 - Basic / Elfennol, 477 (16%)

2 - Fair / Gweddol, 151 (5%)

3 - Mod-

erate / Cym-hed-

rol, 35 (1%)

4 - Good / Da,

50 (2%) 5 - Proficient / Hyfedrus,

296 (10%)

Gwrando/Siarad Cymraeg Listening/Speaking Welsh

Listening/Speaking Welsh Percentages

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0 - No Skill / Dim Sgil, 2167 (72%)


2 - Fair / Gweddol, 135 (4%)

3 - Mod-

erate / Cym-

hedrol33

(1%) 4 - Good / Da,

51 (2%)

5 - Proficient / Hyfedrus, 253 (8%)

Darllen Cymraeg Reading Welsh

Reading Welsh Percentages

0 - No Skill / Dim Sgil, 2220 (73%)


2 - Fair / Gweddol, 137 (5%)

3 - Moderate

/ Cymhed-rol, 33

(1%)

4 - Good / Da,

38 (1%)

5 - Proficient / Hyfedrus, 245 (8%)

Ysgrifennu Cymraeg Writing Welsh

Writing Welsh as Percentages

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Staff with Welsh language skills by service departmentCompetence

Main Staff Group0 - No Skill

1 - Basic

2 - Fair

3 - Moderate

4 - Good

5 - Proficient

Grand Total

Listening/Speaking Welsh

Additional Clinical Services 712 138 52 14 22 83 1021

69.74% 13.52%

5.09% 1.37% 2.15% 8.13%

Administrative and Clerical 520 143 36 10 10 73 792

65.66% 18.06%

4.55% 1.26% 1.26% 9.22%

Allied Health Professionals 605 173 58 10 16 120 982

61.61% 17.62%

5.91% 1.02% 1.63% 12.22%

Estates and Ancillary 98 9 1 1 12 121

80.99% 7.44% 0.83% 0.83% 0.00% 9.92%

Medical and Dental 1 1

100.00% 0.00% 0.00

% 0.00% 0.00% 0.00%

Nursing and Midwifery Registered 78 14 4 2 8 106

73.58% 13.21%

3.77% 0.00% 1.89% 7.55%

Listening/Speaking Welsh| Total 2014 477 151 35 50 296 3023

66.62% 15.78%

5.00% 1.16% 1.65% 9.79%

Reading Welsh


74.41% 11.37%

4.02% 1.27% 2.25% 6.67%


71.77% 13.29%

4.43% 1.52% 0.76% 8.23%

Allied Health Professionals 652 144 57 6 18 105 982

66.40% 14.66%

5.80% 0.61% 1.83% 10.69%


84.30% 4.13% 0.83% 1.65% 0.00% 9.09%


100.00% 0.00% 0.00

% 0.00% 0.00% 0.00%

Nursing and Midwifery Registered 86 11 1 4 4 106

81.13% 10.38%

0.94% 0.00% 3.77% 3.77%

Reading Welsh Total 2167 381 135 33 51 253 3020

71.75% 12.62%

4.47% 1.09% 1.69% 8.38%

Writing Welsh


76.37% 10.20%

4.31% 1.08% 1.67% 6.37%


72.95% 12.01 5.06 1.01% 0.63% 8.34%

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% %Allied Health Professionals 672 137 49 9 15 100 982

68.43% 13.95%

4.99% 0.92% 1.53% 10.18%


86.78% 1.65% 0.83% 1.65% 0.00% 9.09%


100.00% 0.00% 0.00

% 0.00% 0.00% 0.00%

Nursing and Midwifery Registered 86 10 3 3 1 3 106

81.13% 9.43% 2.83% 2.83% 0.94% 2.83%

Writing Welsh| Total 2220 348 137 33 38 245 3021

73.49% 11.52%

4.53% 1.09% 1.26% 8.11%

WLI6 Language SkillsTARGET 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.

PROGRESS Development of a draft Welsh Language Skills Strategy and PADR guidelines for managers.

DATA ON WLI6 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.

COMMENTS 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

FURTHER EVIDENCE 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.

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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.

PROGRESS The Trust continues to build on progress to support staff wishing to learn or develop their Welsh language skills.

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.

Welsh Champions offer support to further develop the

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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:

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.

DATA ON WLI7 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.

COMMENTS 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.Learndirect e-course is available for staff to learn Welsh in their own time over a 12 month period. The course flyer has

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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.

Awareness Training

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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.

PROGRESS 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

DATA ON WLI8 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.

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.

Welsh Awareness is timetabled within 2013-14 CPD programmes for Paramedics, EMT’s and UCS staff groups

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COMMENTS Working Welsh badges promoted across the Trust also raise staff awareness across the organisation.

FURTHER EVIDENCE 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 ComplaintsTARGET 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.

PROGRESS 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.

DATA ON WLI9 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.

Complaints and compliments are a standard item on the

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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 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.

FURTHER EVIDENCE

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

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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.

PROGRESS 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.

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

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all pages viewed on the Trust website were viewed in the 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 bedistributed 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 serviceData from 1st April - 31st December 20122365 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 softwareCalls 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 2012/132929 visitsInformation 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 enquiriesEnquiries 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 – 2929Online 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.

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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.

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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

Advice published by the Welsh Language Commissioner

Title of Advice Document Action Taken by the Trust on Receipt of Advice Document

Advice Document: Bilingual Drafting, Translation and Interpretation

Arrangements for providing translation and interpretation Welsh Government sharing Welsh translation resource project

An introduction to the role of the Welsh Language Commissioner

Distributed to Board members and as part of Welsh language awareness displays

Complaints to the Welsh Language Commissioner

Distributed to the concerns team and as part of Welsh language awareness display at events

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KEY FACTThe 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

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.

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SECTION 3

Risks to implementation of the Welsh Language Scheme Area of risk Relevant section(s) in

the Welsh Language Scheme

Comments

Electronic Staff Record (ESR):Language skills not a mandatory field

Planning and delivering Services; implementing and monitoring the scheme

PADR guide developed which encourages managers to update Welsh language skills of staff on ESR

NHSDW encyclopaedia Internet 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.

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Welsh Language Commissioner Overview of 2011/12 Annual Monitoring Reports

Recommendation ProgressNew policies and initiativesIt 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.

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.

Services provided by othersLanguage 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.

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.

TechnologyAlthough 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.

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.

Websites and new mediaIt 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.

Advice on the risks of failing to provide corresponding information in Welsh and English electronically adopted by the Trust.

Frontline services Public organizations in Wales should be able to provide a front line, first point of

Recruitment and selection policy reviewed. Guidance to determine Welsh ‘essential’ or ‘desirable’ for all posts produced for recruitment managers. Flow chart identifies

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contact service to the public in Welsh; therefore organisations need to plan for providing bilingual services at their main 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.

roles that greet external visitors ie. receptionists.

Recruitment and the Welsh languageOrganizations 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.

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.

SkillsOrganizations 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.

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.

TrainingLanguage 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.

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.

ComplaintsAll 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.

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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