VELINDRE NHS TRUST Ref: Black 14 TRUST POLICY Welsh Language Policy, Welsh Language Officer Ref: BLACK 14 Page 1 of 17
This is Velindre Trusts third Welsh Language Policy and has been developed under the direction of the organisations Welsh Language Scheme. Both the Scheme and this policy have full support from the Trust and it has been consulted upon internally providing staff with the opportunity to feed into its development. Velindre NHS Trust recognises that it has a responsibility to the public of Wales through the services that the organisation offers. The organisation has a responsibility to recognise the importance of a bilingual service and to acknowledge the necessity to give equal status to the Welsh and English language. Providing a service to the public in their preferred language is not a secondary thought but it has been proven that it can actually enhance a patients or service user s experience. As part of the wider Equality agenda the Trust is committed to developing a Welsh Language Policy and Scheme that will support its service users and its staff. This policy will support staff to understand the Welsh Language agenda and has been developed to enhance their knowledge and opportunity of a bilingual organisation. Alun Lloyd Acting Chief Executive Ref: BLACK 14 Page 2 of 17
Executive Summary Overview: The Trust has developed this policy to help staff implement the Welsh Language Scheme throughout the Trust and to improve access to service users who wish to converse or correspond in Welsh. The Welsh Assembly Government (WAG) is committed to support NHS Trusts in promoting the use of the Welsh Language, and as a result, Velindre NHS Trust is working towards providing an equitable service to all Welsh and English users. Who is the policy intended for: All Trust Staff Key Messages included within the policy: The implementation of the Welsh Language Scheme carries the full authority of the Trust Board. The Executive Director of Nursing & Quality has responsibility for Welsh Language across the Trust, with support from the Trust Welsh Language Officer as Trust Lead. The Executive Director of Nursing sits on the All Wales Welsh Language Champions groups and the Welsh Language Officer sits on the Contact group hosted by the Welsh Language Unit (WAG). Divisional Directors are responsible for the implementation of the Scheme in their own Division and each Division has their own Welsh Language Champion. Corporate Identity The Trust will continue to ensure that all aspects of its Corporate Identity, and subsidiary identities, remain fully bilingual and that each language is treated equally in terms of format, size, quality, legibility and prominence. Trust stationary such as letter headings, compliment slips, fax covering sheets etc are bilingual as listed in the Trust Policy. All Trust staff should wear bilingual identification badges provided to them on induction. All Trust Staff should adopt best practice by using a bilingual out of office message where possible. Information signs on Trust property in areas where the public have open access will be bilingual or European Pictogram symbols. This also includes signs that are typed or hand written by individual departments. PLEASE NOTE THIS IS ONLY A SUMMARY OF THE POLICY AND SHOULD BE READ IN CONJUNCTION WITH THE FULL POLICY DOCUMENT Ref: BLACK 14 Page 3 of 17
Contents 1. Introduction... 2. Statement of Principle... 3. Responsibility... 4. Corporate Identity... 5. Induction... 6. Training... 7. Communicating with the Welsh Speaking public... 8. Written Communication... 9. Agents or Contractors... 10. Public Meetings... 11. Press Releases, Advertising and Publicity Activities... 12. Official Notices and Recruitment Advertising... 13. Translation... 14. Scientific and Technical Literature/Publications... 15. Monitoring the Scheme... 16. Trust Welsh Language Committee... 17. Additional Information... Appendices Appendix 1Terms of Reference - Welsh Language Committee... Appendix 2 Updated Welsh Language Staff Leaflet Appendix 3 Quality standard on translation services Ref: BLACK 14 Page 4 of 17
1. Introduction The Trust has developed this policy to assist its staff implement the Welsh Language Scheme throughout the Trust and to improve access to service users who wish to converse or correspond in Welsh. It is also meant as an aid to support staff to enhance their Welsh Language awareness. The Welsh Assembly Government (WAG) is committed to support NHS organisations in promoting the use of the Welsh Language, and as a result, Velindre NHS Trust is working towards providing an equitable service to all Welsh and English users. 2. Statement of Principle Velindre NHS Trust has adopted the principle that in the conduct of public business in Wales, it will treat the English and Welsh languages on the basis of equality. The Welsh Language is recognised as an integral part of the Trusts equality agenda and that the definition of equality is understood. The Trust is committed to treating people according to their needs to ensure equality of outcome and opportunity for everyone. With regard to Welsh Language this means that information and communication is provided as far as is possible in the medium of Welsh so that Welsh language speakers feel confident in understanding the information that the Trust provides, and are offered opportunities to use the services that the Trust offers in their own or preferred language. 3. Responsibility The implementation of the Welsh Language Scheme carries the full authority of the Trust Board. It is the responsibility of every member of staff to ensure the policy s successful implementation. The Executive Director of Nursing & Quality has responsibility for Welsh Language across the Trust, with support from the Trust Welsh Language Officer as Trust Lead. The Executive Director of Nursing sits on the All Wales Welsh Language Champions groups and the Welsh Language Officer sits on the Contact group hosted by the Welsh Language Unit (WAG). Divisional Directors are responsible for the implementation of the Scheme in their own Division and each Division has their own Welsh Language Champion as detailed in the updated Welsh Language Leaflet (Appendix 2). 4. Corporate Identity The Trust will continue to ensure that all aspects of its Corporate Identity, and subsidiary identities, remain fully bilingual and that each language is treated equally in terms of format, size, quality, legibility and prominence. Ref: BLACK 14 Page 5 of 17
Trust stationary such as letter headings, compliment slips, fax covering sheets etc are bilingual. Where possible, Trust staff should use bilingual out of office signs, signature s etc when using e-mail correspondence. All Trust staff should wear bilingual identification badges provided to them on induction. Information signs on Trust property in areas where the public have open access will be bilingual or European Pictogram symbols. This also includes signs that are typed or hand written by individual departments. 5. Induction All new staff should be made aware of the Welsh Language Scheme and a copy of this policy provided within the first two weeks of appointment. Bilingual name badges should also be provided to all new staff on induction. Existing and new Trust staff will be made aware of the importance of the Welsh Language Scheme, and of the availability of introductory lessons in Welsh. This could be facilitated by the relevant Divisional Welsh Language Lead and the Trusts Welsh Language Officer within the Trust and the support and opportunities available to staff wishing to improve their Welsh speaking skills. All new staff will be provided with a Welsh Language Awareness Leaflet on induction that will detail information on the Welsh Language Scheme within the Trust. 6. Training Divisions will make own arrangements for facilitating the learning of Welsh /updating Welsh Language skills. Internal programmes set up within Divisions will be accessible to other Divisions across the Trust. Advice can be sought from the Trust Welsh Language Officer. Existing and new staff will have an opportunity to view the Welsh Language video provided by the Welsh Language Unit of the WAG as part of the mandatory training. Staff will also be given an opportunity to further this training with assistance from the Welsh Language Officer. 7. Communicating with the Welsh Speaking public A directory of staff that are willing and able to converse in Welsh is available from the Divisional Welsh Language Champions, the Welsh Language Officer and is available on the Trust Intranet site. Line Managers should be aware of which members of staff speak Welsh and notify their representative on the Welsh Language Committee so that this list remains accurate. The list will also be updated quarterly at each Welsh Language Committee Meeting. Welsh speaking staff who routinely meet members of the public Ref: BLACK 14 Page 6 of 17
should wear a badge indicating that they are Welsh speakers. These badges are available from each member of the Welsh Language Committee. All staff answering telephones which can be accessed directly by a member of the public should greet each call with a bilingual greeting. It is good practice for a bi-lingual greeting to be used on all phones throughout the Trust. As a minimum, this should begin with: Bore da (Good Morning) or Prynhawn da (Good Afternoon) or Noswaith dda (Good Evening) Followed by the division s name Translations of these and pronunciations of them can be accessed via the Trusts Welsh Language Officer. All answering machines connected to these lines should be recorded with a bilingual greeting. A member of the public wishing to converse in Welsh will have their call returned within one hour, as far as possible if a Welsh speaker is not immediately available. If a Welsh speaking member of staff is not available, contact the Welsh Language Office for further information or you can use Language Line to translate telephone calls in line with the Trust Language Line policy (Black 20). 8. Written Communication Where any member of the Trust receives Welsh correspondence, a response should be made in Welsh in a timely fashion. Where a complaint is received in Welsh, this should be acknowledged and fully responded to in Welsh within the time limits outlined in the Trust Complaints Policy and Procedure. Staff will identify the preferred language of service users as appropriate and mark the relevant records. The record of preferred language will be passed on if the service user is transferred to any other organisation. Standard letters to the public will be bilingual or, where the preferred language is recorded and where practicable, in the preferred language. Every effort will be made to produce all service user information in a bilingual format without a significant delay. Where a bilingual format is not currently available, translation of these documents will be arranged as soon as possible and is the responsibility of each departmental manager. If Welsh and English formats containing the same information are issued as separate documents, they must be of equal size and legibility and published Ref: BLACK 14 Page 7 of 17
simultaneously. All service user satisfaction surveys or service questionnaires will be bilingual. Cheques, receipts and invoices sent to public organisations will be bilingual as far as possible. 9. Agents or Contractors Relevant agents or contractors will comply with the requirements of the scheme in relation to the provision of services to the public e.g. bilingual Signage. It is the responsibility of each divisional director to ensure that their division complies with this 10. Public Meetings When advertising public meetings, the Trust will do so bilingually and will specify that members of the public are welcome to contribute through the medium of Welsh or English. Advertisements for public meetings will request that, where possible, members of the public intending to attend a public meeting, notify the Trust beforehand (at least 10 working days) of their language preference. Simultaneous translation facilities will be provided at public meetings as considered appropriate with regard to those expected to attend and the subject(s) under discussion. All Welsh speaking members of staff attending public meetings in Wales will wear a badge indicating that they are a Welsh speaker. 11. Press Releases, Advertising and Publicity Activities The Trust will conduct advertising and publicity activities in Wales bilingually where appropriate and in a way that treats the two languages on the basis of equality. Further Guidance is produced for staff responsible for producing publicity material at page 7, point 8 of this policy. The Trust will issue bilingual press releases and notices to the press and media in Wales, where appropriate and where deadlines permit. The Trust will also endeavour to be able to conduct media interviews through the medium of Welsh where possible. 12. Official Notices and Recruitment Advertising The Trust will ensure that all published or displayed official notices, public notices and recruitment advertisements appear in Wales with Welsh and English versions shown together with equality of format, size, quality, legibility and prominence. 13. Translation The Trust should use a reputable translation service that is accurate, timely and cost effective. A quality standard paper is available as appendix 3 Ref: BLACK 14 Page 8 of 17
A list of Translation Services is available on the Welsh Language page of the Trust Intranet site and further guidance is available from the Trusts Welsh Language Officer. 14. Scientific and Technical Literature/Publications The Trust offers a range of services which require the items of a scientific or technical nature and are published in print or on the Internet. Some items of a technical or specialist nature, intended for a limited readership, may be published in English only if this is considered to be appropriate, taking into account the nature of the target readership e.g. reports published by Welsh Cancer Intelligence Surveillance Unit. A list of Trust documents which are available in English and Welsh are held on the Welsh Language page of the intranet site and via the following link: http://howis.wales.nhs.uk/sites3/page.cfm?orgid=34&pid=5851 15. Monitoring the Scheme The Welsh Language Scheme will be monitored via the following routes: The Trust Welsh Language Officer Annual Report to Trust Board and Welsh Language Board. Welsh Language Committee and Welsh Language Officer to monitor performance/opinion/quality of scheme. Divisions/departments should maintain a database of all translated documents. Review policy on a three yearly basis. An annual audit is undertaken by the Welsh Language Committee to assesss performance and ensures compliance in all of the areas outlined in the scheme. An action plan is then developed to address any outstanding issues that are then monitored by the Trust Welsh Language Committee. An Annual Report on the implementation of the Welsh Language Scheme is submitted to the Welsh Language Board based on progress achieved in year. The timetable of actions included within the Welsh Language Scheme will be monitored by the Trust Welsh Language Committee. (The timetable is included at Appendix 1 of the Scheme). 16. Trust Welsh Language Committee The Trust Welsh Language Committee was established to co-ordinate a Trust wide approach to the implementation of the Welsh Language Act and to improve awareness and consideration for the Welsh Language in all aspects of service delivery throughout the Trust. The Terms of Reference for the Committee is included at Appendix 1 Monitoring the Trusts compliance to its Welsh Language Scheme and Policy will continue to be the main focus for the committee under the supervision of the Welsh Language Officer and the Executive Director of Nursing and Quality. Ref: BLACK 14 Page 9 of 17
17. Trust/Divisional Websites Velindre NHS Trust now has a bilingual website. Where applicable those Divisions that do not currently have a bilingual site are working towards establishing a site as part of the Welsh Language action plan. 18. Additional Information For more information on Welsh Language, please refer to the Divisional Welsh Language Champions as detailed in the Welsh Language Leaflet (Appendix 2). Ref: BLACK 14 Page 10 of 17
APPENDIX 1 Terms of Reference - Welsh Language Committee Name of Group/Committee/Board: Summary of Role: Remit: Welsh Language Committee To co-ordinate a Trust wide approach to the implementation of the Welsh Language Act. To improve awareness and consideration for the Welsh Language in all aspects of service delivery throughout the Trust To review the for staff every 3 years To complete annual audits on compliance against the Welsh Language Scheme To receive reports on annual audits from each Division To monitor the action plan against annual audit. To receive regular reports on complaints involving Welsh Language issues To report to the Executive Board and Trust Board on implications of implementation of the scheme To report to Divisional Management groups on matters affecting service delivery To meet as a forum to discuss emerging issues To ensure a register of Welsh Language speakers within the Trust is maintained by the Human Resources department. To provide an Annual Report for the Trust Board and Welsh Language Board To encourage Divisions to provide opportunities for Welsh Language lessons and awareness. Reporting to: Communicates with: Monitoring of: Sub Committees: Executive Board, Trust Board/ Welsh Language Board All Wales Champions and Contacts groups. Welsh Language Scheme N/A Ref: BLACK 14 Page 11 of 17
Chaired by: Executive Director of Nursing & Quality Membership: Executive Director of Nursing and Quality Welsh Language Officer Welsh Language Champion Velindre Cancer Centre Welsh Language Champion Welsh Blood Service Welsh Language Champion Health Solution Wales Staff Union Representative Meeting Frequency: Quarterly Documentation Required/Submitted From: Outputs (i.e. minutes of meeting submitted to other committee meetings) Contact: (secretary to meeting) Documentation Welsh Language Act 1993 Minutes of Committee meetings Welsh Language Policy for staff Annual Report on Implementation of the Welsh Language Scheme Reports of Trust complaints about the Welsh Language Annual Audit Reports WAG/Government Directives Information Welsh Language Board Champions Minutes Contacts Minutes. Date ToR Last Revised Submitted From WAG Next Review Date Julie Heydon-Mann October 2009 October 2012 Ref: BLACK 14 Page 12 of 17
Appendix 2 What is the Welsh Language Scheme? Beth yw r Cynllun Iaith? The Welsh Language Scheme recognises that Wales has two official languages Welsh and English. The Scheme describes how the Trust will deliver its services bilingually. A Staff Introduction to the Welsh Language Scheme Cyflwyniad Staff i'r Cynllun Iaith Gymraeg Why have a Welsh Language Scheme? Pam cael Cynllun Iaith Cymraeg? Over half a million people in Wales speak the Welsh language, representing 21% of the population (Welsh Assembly Government 2003) In accordance with the Welsh Language Act (1993) Velindre NHS Trust has a statutory duty to deliver services to the public in both Welsh and English. Ref: BLACK 14 Page 13 of 17
It helps ensure a quality service that meets Service User needs in either Welsh or English It recognises that effective communication is key to meeting the needs of Welsh-speaking Service Users as well as English-speaking. What can I do? Beth y galla i wneud? All staff have a part to play in delivering the Welsh Language Scheme Ensure you are familiar with the requirements of the Scheme Complete the Iechyd Da/Good Health Language Awareness Training Understand that the Welsh language, like any other language, is a chosen form of communication. Communication is key to offering support and understanding to others. Give a bilingual greeting on the telephone or when first meeting people, for example, Bore da/good morning or Prynhawn da /good afternoon or even Sut I chi /how are you? Keep a record of who communicates in the Welsh language and know how to reply to future queries. If you can speak Welsh, indicate this by wearing a working Welsh badge Never assume because a patient speaks to you in English that this is their preferred language be sensitive and offer choice (think bilingual!) Where can I find out more? Ble y gallaf I gael rhagor o wybodaeth? The Trust has a Welsh Language Committee, which is chaired by the Executive Director of Nursing and Quality. The Trust also has a Welsh Language Officer, Joanne Williams, based in Nantgarw who will be able to offer further guidance. For further details on the work of the committee or the Welsh language visit Velindre NHS Trust Website - The Welsh Language Pages Ref: BLACK 14 Page 14 of 17
Find out from your line manager who the designated Welsh Language Champion is for your Division. They will be able to tell you what activities are taking place to promote the Welsh Language Scheme You can find a copy of the Welsh Language Scheme in both Welsh and English on the Intranet. Hard copies are also available from your Divisional Welsh Language Champion or Welsh Language Officer. Remember Heb Iaith, heb ddim (Without Language there is nothing!) This information leaflet is also available, on request, in Welsh on disk and electronically. Ref: BLACK 14 Page 15 of 17
Appendix 3 Welsh Translation Service Quality Standards For Service specific translations, all translation work will be co-ordinated via the appropriate Service Division. For Trust Corporate translations, the Corporate Services Department will co-ordinate the translation. Translations are able to be undertaken in-house by staff identified as being fluent in Welsh expressing a willingness to undertake translations. If translations are being undertaken in-house, the Service should have a process in place for the quality assurance of the translation. The Division should ensure that if an in-house translation is undertaken, in addition to their existing checking process, the Welsh Language Officer is given the opportunity to view the translation prior to its release. Service Divisions are responsible for identifying their preferred translation service and for making the details available to staff so as to facilitate an effective and timely service. Service Divisions are responsible for monitoring the complaints and comments received in relation to Welsh translation services and for reviewing existing provision in line with such comments All methods of translation will be monitored by the Welsh Language Officer and the Welsh Language Committee as part of the annual audit exercise. The Welsh Language Officer will be happy to discuss translations and offer further assistance if required. Jo.williams@velindre-tr.wales.nhs.uk Welsh language translations being undertaken externally should be by approved translators (members of either the Institute of Linguists, the Institute of Translators and Interpreters or Cymdeithas Cyfieithwyr Cymru (The Association of Welsh Translators and Interpreters); Further information can be found via the Welsh Language Board website www.byig-wlb.org.uk Ref: BLACK 14 Page 16 of 17
Ref: BLACK 14 Page 17 of 17