French Language Services Strategic Plan 2010-2015 at William Osler Health System April 11 2012
Outline 1. William Osler Health System: Vision 2. Diversity of the patients we serve: Central West LHIN 3. The French Language Services Plan at Osler highlights 2
1. S VISION: To Design Health Systems that Serve the Global Community Driven by Diversity Brampton Civic Hospital. Etobicoke General Hospital. Peel Memorial Hospital (under redevelopment). 4400 staff. 1000+ Physicians. 3
2. Diversity of the patients we serve Toronto Average 2,503,28 1 BCH Catchment 433,805 EGH Catchment 136,776 LOW HIGH LOW HIGH % families in lowincome before taxes % recent immigrants (within 5 yrs) 14.4% 8% 18% 11.9% 20.7% 10.8% 5.38% 14.96% 8.3% 22.20% % visible minority 46.9% 57% 64% 34.9% 85.3% % over 65yrs living alone 26.9% 13.5% 13.5% 11.7% 28.80% 4
The Francophone community in the Central West LHIN In Brampton: 6,650 people who speak French as a first official Language Two distinct groups: Francophones French, and Francophones French/English Francophones French: Just under 4 000 Mainly French as mother tongue, third generation, older, with a higher income level They include a large black minority which also has French as its mother tongue Francophones French/English: Their mother tongue, which they most often use at home, is not French; for a large proportion, it is a South-Asian language (often from India) This group is first generation and, as well as the immigrant population from South Asia, it includes a not insignificant proportion of Francophones of Latin American origin It is a young group, with a large proportion of teenagers. The income level is lower than the income of Francophones - French In the Etobicoke General Hospital area, 2,235 people have French as their mother tongue
Diversity of the patients we serve Approximately 7% of the patients treated in Osler emergency departments do not speak English (from Patient Registration) Languages spoken other than English in the ED Francophones in the Central West LHIN Approximately 2% of the Central West population N = 16,135 In Brampton 6,650 identified French as a first official language In Etobicoke 2,235 identified French as their mother tongue (Census 2006) 6
3. The French Language Services Plan at Osler General goal: To provide quality care to the Francophone community and respect our obligations regarding the French Language Services Act Consistent with the Hospital Service Accountability Agreement 2010-2012 Osler was to develop an FLS Plan by Mar 31 2011 The FLS Plan was developed in collaboration with the Francophone community A Public Forum was organized in December 2010 Four pillars of the FLS Plan were identified and incorporated into the Plan 7
The French Language Services Plan at Osler The Four Pillars of the Plan 1. Knowledge & Awareness 2. French Language Services Capacity 3. Francophone Engagement 4. French Language Services Integration 8
The French Language Services Plan at Osler Pillar 1: Knowledge, Partnership, Community Relations and Planning (2010 2011) Develop knowledge of the Francophone community: socio-demographic profile, health indicators, needs, stakeholders Create partnerships with the stakeholders of the Francophone community and the other Healthcare Service Providers offering FLS Engage the Francophone community Develop strategic planning for 2010-2015 and the 1st FLS Implementation Plan Prepare for Osler s identification 9
The French Language Services Plan at Osler Pillar 2: Awareness, Human Resources Scanning, Health Education and Community Relations (2011-2012) Improve communication tools and develop health education material in French, e.g. All patient education material and signage includes French translation To date approx 20 documents have been translated into French Television screens include French messaging A public education video on Emergency Services has been dubbed into French May I Help You buttons for staff and volunteers include French Human Resources scanning Strengthen partnerships and relations with the Francophone community Develop staff knowledge and awareness of FLS (in progress) Evaluate and improve French language proficiency of staff (in progress) 10
The French Language Services Plan at Osler Pillar 3: Identification, Process and Human Resources Planning (2012-2013) Identify Francophone patients Over 640,000 patients received services in 2010/11 251 were registered as Francophone Develop process for Francophone patients Develop Human Resources planning regarding staff recruitment Formal partnership/better collaboration with HR formed Over 500 bilingual staff are volunteering their time/services to provide interpretation as and when needed/feasible 15 speak French 11
The French Language Services Plan at Osler Pillar 4: Evaluation and Adjustments (2013-2014) An evaluation will be conducted at the end of each year Performance indicators will be utilized & incorporated Adjustments will be made where necessary I.e. After three years of FLS planning, it will be necessary to identify what works and which actions should be adjusted to meet our goal and objectives 12
The French Language Services Plan at Osler Thank you for the opportunity to share Osler s FLS Plan Overall Osler is on track with the FLS Plan with room for improvement Feedback and suggestions are welcome Please send to Gurwinder.gill@williamoslerhs.ca 13