1.6 NHS Wales organisations and ADSS Cymru to work to raise the profile of the importance of Welsh language service provision at national events.

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1 Appendix 2 Reporting back on progress of More than just words : Health (action points which need to be achieved by March 2017) Name of the establishment: Welsh Ambulance Services NHS Trust Strategic Objective 1: National and Local Leadership, and National Policy. 1.3 Social service departments to retain/appoint a senior officer as a Welsh Language Champion and Health Boards and Trusts to protect and promote the post of Welsh Language Officer within their organisations. The Trust has a Welsh Language Champion who is a Non Executive Director of the Trust Board. 1.6 NHS Wales organisations and ADSS Cymru to work to raise the profile of the importance of Welsh language service provision at national events. The Trust attended the National Eisteddfod at Abergavenny with its NHS partners during August Bilingual posters, leaflets where on display promoting the Trust s services e.g. NHSDW 0845 service and website. During August 2017 the Trust will be attending the National Eisteddfod at Bodedern, Ynys Môn and will be in attendance with Betsi Cadwaladr University Health Board. Strategic Objective 2: Mapping, Auditing, Data Collection and Research 2.1 NHS and social services should map current provision and capacity to provide an Active Offer across all services (including primary care). Where capacity is low, an action plan should be formulated to increase capacity. The capacity to deliver an Active Offer to people within the identified groups with greater need for Welsh language services should be viewed as a priority. A language skills audit that was carried out in relation to identify the current situation of Welsh speakers across the Trust involved in service delivery staff will need to be refreshed and updated. The challenge will be to match Welsh speaking staff with Welsh speaking service users. Page 1 of 7

2 2.2 Health, social services and social care services should have systems in place to record when an Active Offer has been made by recording language needs/choices in the individual s records. This action also applies to all secondary and primary care service providers. NHSDW 0845 service implements Welsh messaging systems for all lines that access NHSDW by the use of telephone routing. Those staff that are able to converse through the medium of Welsh are identified within the telephony system. Language choice is recorded on the Clinical Assessment System (CAS). Developments in relation to NHSDW 0845 service will be the new 111 service. As part of the introduction of the 111 pathfinder in the ABMUHB area, the telephony will ask callers to make a positive language selection. 2.5 Data systems in health, social services and social care services should enable the service to operate bilingually to fulfil Welsh speakers needs. For example: The Welsh language skills of staff should be captured and recorded electronically (the NHS Wales Electronic Staff Record should be amended to ensure that all staff are obliged to record their Welsh language skills) Client and patient records to include sections to enable staff to record when an Active Offer is provided and to note the individual s language of choice for future reference Welsh language skills of staff are recorded on ESR (96%) of the Trust s workforce have recorded their Welsh language skills on ESR. Language choice is recorded on NHSDW Clinical Assessment System (CAS). The Non- emergency transport booking system contains a field on CLERIC to record first language. Page 2 of 7

3 2.6 The Welsh language skills of the workforce and Welsh language community profile should be included in the annual published report of social services departments and NHS IMTPs to demonstrate Welsh language needs. A mapping exercise has been undertaken to identify the current situation of Welsh speakers across the Trust involved in service delivery per locality areas and cross referenced against the 2011 census data of Welsh speakers. This will need to be refreshed and updated. The aim will be to include the data within Local Delivery Plans. Strategic Objective 3: Service Planning, Commissioning, Contracting and Workforce Planning 3.2 NHS Wales and social services departments to establish their Welsh language community profile (informed by the Population Assessment Report produced under section 14 of the Social Services and Well-being (Wales) Act 2014) and use this information as a baseline for service planning to ensure that Welsh language speakers needs can be met and to assess all posts for Welsh language skills needs before advertising. During 2015 an audit of the Welsh language skills of Trust staff involved in dealing with the public was carried out. This was in tern mapped against the 2011 Census Welsh language population data. This audit will need to be re-freshed and to include a more detailed description of the various staff groups that deal with the public. The intention is for this information to be included in the Heads of Services Local Delivery Plans when they are next reviewed in This will assist managers in gaining a better understanding their current Welsh skills mix amongst their teams and the % of Welsh speakers within their communities. This detailed information will assist managers in using the Welsh language recruitment guidance that is currently embedded within the Trust s Recruitment and Selection Policy. 3.3 NHS Wales and social services departments planning and commissioning systems, such as published service plans, to take account of the Welsh language community profile (informed by the Population Assessment Report produced under section 14 of the Social Services and Well-being (Wales) Act 2014) and ensure that it is reflected in the planning, commissioning and delivery of services. Page 3 of 7

4 As with 2.6 A mapping exercise has been undertaken to identify the current situation of Welsh speakers across the Trust involved in service delivery per locality areas and cross referenced against the 2011 census data of Welsh speakers. This will need to be refreshed and updated. 3.4 The Welsh language needs of people to be met when commissioning or contracting services from the independent or third sector (e.g. residential or nursing care, advocacy, domiciliary care, out-of-hours services, GP services). Welsh language service provision to be included in contract specifications, service level agreements and grant funding process. Intitial discussions have taken place regarding the inclusion of Welsh language into the 111 IT System Specifications. 3.6 Through the 64 primary care clusters, health boards to undertake an analysis of the current and future population Welsh language needs and the support required by the workforce to develop the skills within primary care to meet those needs. The Welsh Government to engage with education commissioners and providers to review urgent arrangements and identify what further steps are required to deliver training programmes which can reflect these needs. For Health boards to report 3.7 Heads of service to develop plans to maximise their ability to provide services in Welsh with their current Welsh speaking staff. The required capacity will be informed by the Population Assessment Report produced under section 14 of the Social Services and Well-being (Wales) Act Where gaps in workforce capacity to deliver services in Welsh are identified these should be reflected in the organisation s Bilingual Skills Strategy. As stated in 2.6 A mapping exercise has been Page 4 of 7

5 undertaken to identify the current situation of Welsh speakers across the Trust involved in service delivery per locality areas and cross referenced against the 2011 census data of Welsh speakers. This data will need to be refreshed and updated. Intial progress has been made in the inclusion of the results of the mapping exercise within some heads of service s Local Delivery Plans. Strategic Objective 4: Promotion and Engagement 4.3 The use of the Working Welsh logo will be promoted amongst health, social services and social care staff to enable people to identify Welsh speakers. Working Welsh logo offered to all Welsh speakers in all staff groups (lanyards and pin badges.) Strategic Objective 5: Professional Education 5.3 The IMTPs of health boards and trusts should consider the current and future requirements for Welsh language service provision to inform NHS organisations workforce strategy and education commissioning. The Trust s Integrated Medium Term Plan (IMTP) has been approved by the Welsh Government and sets out the Trust s plans for the next three years. Within the Trust s IMTP the Trust states that its recognises the need to grow its capacity and ability to provide health services bilingually. It further states that language skills audit is currently underway and will identify any shortfalls which will be met through a combination of recruitment, training and partnership arrangements and is fundamental to delivery of the Active Offer. 5.5 The Welsh Government, together with higher education institutions and Coleg Cymraeg Cenedlaethol, to work together to improve the current provision of Welsh-medium courses in health, social services and social care, and identify additional opportunities to progress the agenda. Page 5 of 7

6 Initial contact made with Swansea University discuss Welsh langauge provision within the DipHE Paramedic Science (2 years full time course.) 5.6 Training and professional development programmes to include a module/strand on the impact of language sensitivity on the effectiveness of assessments and care, the Active Offer; and the responsibility of public bodies to provide services in both English and Welsh. Welsh Language Officer has carried out Welsh language awareness sessions for Clinical Contact Centre staff as part of their programmed professional development days. Initial dicussion with training into the possibility of incorporating Welsh language awareness into EMS & PCS staff CPD programme. Strategic Objective 6: Welsh in the workplace 6.4 Welsh Language Officers (within the NHS Wales) and Welsh Language Champions (within social services) to become Business Ambassadors with Careers Wales to promote the need for Welsh speaking staff in the health, social services and social care sectors within schools and FEIs in Wales. Initial discussion has taken place with Careers Wales on the type of activities that would be involved in becoming a Business Ambassador. FE college in North Wales has been approached to discuss the possibility of providing presentation to Welsh speaking Health and Social Care students. 6.5 An awareness of the link between linguistically-sensitive services and individuals dignity, as well as awareness of the Active Offer to be delivered to all NHS Wales, social services and social care staff as part of routine induction sessions. NHS Wales staff should also complete the Welsh Language Awareness e-learning module as a priority. Page 6 of 7

7 Staff involved in facilitating Trust s Welcome Day for new staff to the Trust and for those existing Trust staff assigned to new roles incorporate Welsh language awareness. Gofalu trwy r Gymraeg app developed by Swansea University and the Coleg Cymraeg Cenedlaethol to increase the confidence of service providers when using the Welsh language in work or study is promoted to staff. The NHS Wales Welsh Language Awareness e-learning module has been recently development by NWSSP. Plan to discuss with W&OD to include as part of staff training. Additional comments. The Trust s Welsh Language Officer is a member of a new Policy Group which is a primary forum for the development and review of Clinical and Corporate policies, procedures and guidelines. Issues relating to Welsh language are reported quarterly to the Trust s Quality Steering Group. The information provides collective intelligence to inform the Quarterly Quality Assurance Report (QQAR) to celebrate the successes across the working groups, assisting in identifying real opportunities for learning. Bilingual recruitment pack produced which contains a description of the various roles within the Trust. Results from the NHS Wales Staff Survey 2016 in relation to Communications 42% of staff who completed the survey say that they or their team are able to provide services in Welsh when this is the preference of the service user (15%) up from 36% in The NHS Wales score is (48%) The CAT (Community Assistance Team) is a Tri-Service Collaboration Prevent and Respond initiative between the Welsh Ambulance Services NHS Trust; North Wales Police and the North Wales Fire and Rescue Service. Welsh speaking member of staff is a member of the team. The pilot is running in Denbighshire and Conwy in the form of a specialised team of staff working together to respond to vulnerable people who experience a fall in their home. The aim of the initiative is to reduce the number of people who need to attend hospital as a result of a fall, thereby reducing the pressure and demands on ambulance and medical services. The team consists of fully trained staff members, recruited from North Wales Fire and Rescue Service who are equipped to provide a service of excellence and an improved patient experience. Data period 1 August March Attended Calls: 308 patients (89.7%) offered bilingual service Page 7 of 7