Welsh Language Scheme (Prepared in accordance with the Welsh Language Act 1993)

Welsh Language Scheme (Prepared in accordance with the Welsh Language Act 1993) 1

Contents Preface 2 Introduction 3 1. Service Planning and Delivery 4 1.1 Mainstreaming 4 1.2 New Policies and Initiatives 4 1.3 Delivery of Services 5 1.4 The Standard of Service 5 1.5 Primary Care Contractors 6 1.6 Service Provided by Others 6 1.7 Partnerships 7 1.8 TWF 7 1.9 Grants and Sponsorships 8 2. Dealing with the Public who Speak Welsh 8 2.1 Face to face contact with the public 8 2.2 Written Communication 9 2.3 Telephone Communication 10 2.4 Information Technology 10 2.5 Public Meetings 11 2.6 Other Meetings and Dealings with the Public 12 3. The Organisation s Public Face 12 3.1 Corporate Identity 12 3.2 Signs 13 3.3 Publishing and Printing Material 13 3.4 Forms and other Associated Explanatory Material 14 3.5 Adverts and Press Releases 14 3.6 Advertising and Publicity 14 3.7 Staff Recruitment 15 4. Implementation and Monitoring 16 4.1 Staffing and Recruitment 16 4.2 Welsh Language Training 17 4.3 Vocational Training 18 4.4 Administrative Arrangements 18 4.5 Services provided on behalf of the Health Board by other Providers 19 4.6 Monitoring 20 4.7 Publishing Information 21 5. Raising Awareness of the Scheme 21 6. Complaints and Suggestions 22 7. Implementation Timetable 22 Page 1

Preface Welcome to the Betsi Cadwaladr University Health Board s first Welsh Language Scheme. We are proud to be able to write a preface for this important document. We fully acknowledge the importance of the Welsh Language Act 1993 and the Welsh Language Scheme s positive impact on the care and services we provide. Betsi Cadwaladr University Health Board (BCUHB) is the operational name for Betsi Cadwaladr University Local Health Board. The Health Board has adopted the principle that in the conduct of public business in Wales it will treat the Welsh and English languages on a basis of equality. This scheme sets out Betsi Cadwaladr University Health Board will give effect to that principle when providing services to the public in Wales. We recognise that members of the public can express their views and needs better in their first language, and that enabling them to use their preferred language is a matter of good practice rather than a concession - a denial of that right or an inability to provide this efficiently could place patients, service users and families at a real disadvantage. We will therefore be proactive in offering the public the right to choose which language to use in their dealings with the Health Board. We will apply this principle to what we expect from other bodies with whom we deal. Our aim is to enable everyone who receives or uses our services to do so through the medium of Welsh or English, according to personal choice and to encourage other users and providers to use and promote the Welsh language in the health sector. We have a clear vision everyone who comes into contact with our services should be treated with respect and dignity, receive a safe and responsive service that is accessible in their language of choice Our commitment to the Welsh language is a clear part of our Strategic Direction document which outlines our vision for the future. Mr Michael Williams Mrs Mary Burrow Chairman Chief Executive 2

Introduction The Betsi Cadwaladr University Health Board is a statutory organisation which was established on 1 October 2009. This is the largest healthcare organisation in Wales and provides a full range of services to a population of around 676,000 across the six counties of North Wales (Anglesey, Gwynedd, Conwy, Denbighshire, Flintshire and Wrexham) as well as some parts of Mid Wales, Cheshire and Shropshire. Cultural and linguistic diversity needs be taken into account when providing and planning services. The Health Board employs around 18,000 staff and its budget is approximately 1.1 billion. It is responsible for running three District General Hospitals, Ysbyty Gwynedd in Bangor, Ysbyty Glan Clwyd near Rhyl, and Ysbyty Maelor Wrexham, as well as 22 other acute and community hospitals, and a network of more than 90 health centres, clinics, community health team centres and mental health units. It also co-ordinates the work of 121 GP Practices and NHS services which are provided by Dentists, Opticians and Pharmacies across North Wales. BCU HB is the main body responsible for commissioning primary care and provides secondary, community and intermediate health service to the population of North Wales. The aim of the Health Board is to provide the highest quality of care for the population of North Wales. It recognises that an important element of this is the provision of services in the patient s preferred language. The Health Board is committed to the principle that the Welsh and English languages should be treated on the basis of equality and that patients, as a matter of good practice, should be provided with a service in the language of their choice. To this end the Health Board employs Welsh Language Officers and Translators who form the Welsh Language Team. The Language Officers and the Translators are based across North Wales to provide a local contact point for staff and to co-ordinate, monitor and develop Welsh language initiatives across the Health Board. This Welsh Language Scheme describes how the Health Board proposes to progress the principle of providing care through the medium of both Welsh and English. The Welsh Language Schemes of the former North Wales and North West Wales NHS Trusts, and the six former Local Health Boards across North Wales were consulted in the production of this Scheme. Throughout this document, recommended targets and language Indicators have been identified. The Welsh Language Board requires the organisations of the public sector to report on these targets and indicators. Further copies of this Scheme can be obtained from the Health Board s Website at www.bcu.wales.nhs.uk or by contacting the Welsh Language Officers through the offices of the Directors, Ysbyty Gwynedd, Penrhosgarnedd, Bangor, LL57 2PW or by telephoning 01248 384384. This Scheme was approved by the Welsh Language Board under section 14(1) of the Welsh Language Act 1993 on 13 th October 2010. 3

1 Service Planning and Delivery 1.1 Mainstreaming When the Health Board plans and formulates new policies and initiatives, or updates existing policies, it will assess the linguistic outcomes as well as the obligations of providing a Welsh service in order to ensure that it meets the requirements of this scheme. The Health Board will use new policies and initiatives, or updated initiatives to facilitate the use of Welsh, and in order for the organisation to implement the principle of language equality. 1.2 New and Revised Policies and Initiatives The Health Board will ensure that the Welsh language will be mainstreamed when formulating new policies and initiatives through Equality Impact Assessments which form part of the Health Board s Single Equality Scheme. Any reference to bilingual refers to the ability to communicate through the medium of Welsh and English. In formulating new and revised policies and initiatives, the Health Board will: 1.2.1 assess the linguistic effect of any new policies and initiatives and ensure they are consistent with the Welsh Language Scheme 1.2.2 take every opportunity to facilitate and promote the use of Welsh and ensure no new policy or initiative undermines the Welsh Language Scheme 1.2.3 take every opportunity to implement the principle of equality 1.2.4 consult with the Welsh Language Board in advance regarding proposals which will affect this Welsh Language Scheme or the scheme of other organisations 1.2.5 ensure that the Welsh Language Scheme is not altered without the agreement of the Welsh Language Board 1.2.6 ensure that the staff involved in developing policies are aware of the requirements of the Welsh Language Act 1993 and the Welsh Language Scheme. Target 1 - New Policies and Initiatives Betsi Cadwaladr University Health Board will mainstream the Welsh language in the organisation's key policies and initiatives by working with each Clinical Programme Group during the lifetime of this scheme. WLI1 - Welsh Language Indicator - New Policies and Initiatives Number and % of new policies and initiatives subject to language impact assessment. 4

1.3 Delivery of Service It is recognised as being of great importance that service users and staff are able to communicate freely with each other. In delivering its services in accordance with the contents of this Scheme, the Health Board will: 1.3.1 offer services in the language of choice without the need for the patient to make a specific request for it. 1.3.2 aim to ensure there is sufficient Welsh speaking staff available in all care settings. In some service areas there may be a shortage of Welsh speakers and in such circumstances other arrangements will need to be put in place so that Welsh speaking patients receive a service in their language of choice. 1.3.3 provide training and guidance to staff in order to facilitate the implementation of the Welsh Language Scheme 1.3.4 promote a bilingual workplace and highlight the Health Board s translation service to ensure that high quality translation of all of the relevant literature produced by the Health Board is available to patients. The systems and procedures used to provide services through the medium of Welsh will vary according to the nature of the work, the service offered and the proportion of bilingual staff within the departments. It will be the responsibility of the Chiefs of Staff of the Clinical Programme Groups (CPGs), in co-operation with CPG Welsh Language Leads and Welsh language Officers, to ensure that appropriate procedures are established. The Health Board will continue to increase the number of staff who speak Welsh in order to achieve this aim. All systems will however give particular attention to:- 1.3.5 mechanisms for establishing and recording the language of choice of the patient at the earliest opportunity through the patient administrative system 1.3.6 arrangements for the service to be provided direct or by interpretation in the language of choice 1.3.7 arrangements to ensure that other departments are aware of language choice after referral so that the patient does not have to request a Welsh language service The Health Board will monitor each department s processes to ensure that a suitable Welsh Language service is provided. The monitoring of the Welsh Language service will also be included within the general activities of quality monitoring of services. 1.4 The Standard of Service The principle of delivering an equally high quality of service in Welsh and English will be stated in key documents e.g. annual reports and service development plans. Our commitment to the principles of equality will be stated publicly in our Equality Scheme, in any patient handbooks and on patient information literature that is produced by the Health Board. 5

The Health Board will: 1.4.1 ensure the same standard of service is delivered in both languages 1.4.2 declare the principle of equality of standard in key policy documents e.g. annual reports 1.4.3 set standards for providing services and dealing with the public through the medium of Welsh 1.4.4 monitor the standards and their implementation 1.4.5 ensure consistency in the standard of services in Welsh provided by the Health Board in all locations 1.5 Primary Care Contractors Primary Care Contractors (ie - General Practitioners, Dentists, Pharmacists and Opticians) are independent, self employed contractors and are not employees of the Health Board. The Health Board will continue to build on the relationship and contacts established by previous Local Health Boards with primary care, by working closely with the contractors and their staff, and will continually encourage and support them in the delivery of a bilingual service to the people of North Wales. The Health Board will ensure that linguistic dimension is considered in the following areas of its services: in care standards in improvement programmes in new practice models in workforce development The Health Board will also continue to promote bilingualism in Care Homes to ensure effective communication with the elderly patients, one of the most vulnerable groups referred to in Welsh in the Health Service (Welsh Consumer Council) 2000. 1.6 Service Provided by Others When commissioning work from others the Health Board will note the arrangements that they are to comply with the organisation s Welsh Language Scheme. Target 2 - Services provided by others Betsi Cadwaladr University Health Board will communicate the requirements of the Language Scheme clearly so that the language will be an intrinsic part of the delivery of services by others. WLI2 - Welsh Language Indicator - Services provided by others 6

Number and % of agreements monitored complying with the requirements of the language scheme. 1.7 Partnerships The Health Board works in partnership with public bodies, private and voluntary sectors and other agencies. The Health Board operates on many levels when working with others: 1.7.1 When the Health Board is the strategic and financial leader within a partnership, it will ensure that the public service provision is compliant with the Welsh Language Scheme 1.7.2 When the Health Board joins a partnership in which another body is leading, its input to the partnership will comply with the Welsh Language Scheme and the Health Board will encourage other parties to comply 1.7.3 When the Health Board is a partner in a consortium, it will encourage the consortium to adopt a Welsh language policy. When acting publicly in the name of the consortium, the Health Board will act in accordance with its Welsh Language Scheme. 1.7.4 When the Health Board joins or forms a partnership, it will ask prospective partners about their Welsh Language Schemes, language policies or the means by which they will operate bilingually. Within any partnership, the Health Board will offer advice and support to the other organisations. When working in partnership with others, the Health Board will promote its Welsh Language Scheme and encourage organisations with which it is involved in the provision of services to offer Welsh language provision in all of its contacts with the public. This will be done through: 1.7.5 written guidance to all contractors, voluntary, and private sector organisations to impress on them the importance of producing materials bilingually 1.7.6 Welsh language training and support, to help front line voluntary staff to comply with the Scheme 1.7.7 supporting private businesses operating on Health Board sites to make use of bilingual signs 1.7.8 support and advise primary care contractors to comply with the Welsh Language Scheme 1.8 TWF TWF is one of the Welsh Language Board's projects. The project's aim is to increase language transfer within the family. The objectives of the project are to work closely with midwives and health visitors to communicate TWF s message and to raise awareness amongst parents, prospective parents and the public of the 7

value of introducing the Welsh language at home, the value of bilingualism and the advantages of Welsh medium education. The Health Board will work with and support the TWF Project to: 1.8.1 distribute a folder provided by TWF to record maternity notes 1.8.2 present an image of the scan image in an appropriate card provided by TWF during the 12 week scan visit 1.8.3 disseminate information about the advantages of language transfer within the family as part of the parenting skills talks provided by Midwives and Health Visitors 1.8.4 ensure that TWF's posters and marketing materials are displayed and distributed in appropriate places for the public by allowing TWF Field Workers to visit sites at their discretion The Associate Chief of Staff (Nursing) Womens CPG will be the contact point for TWF within the Health Board 1.9 Grants and Sponsorships Should the organisation award grants for activities held in Wales the Health Board will include conditions regarding the use of the Welsh language. In doing so consideration will be given to the Welsh Language Board s guidelines on awarding grants and sponsorships. 2 Dealing with the Public who speak Welsh 2.1 Face to face contact with the public The Health Board will ensure that members of the public, who wish to have dealing with the Health Board, are able and welcome to do so in Welsh or English. We will progress towards: 2.1.1 providing a bilingual service in areas where the public regularly visit 2.1.2 allocating Welsh speaking staff to those departments which have interaction with the public 2.1.3 establishing the linguistic preference of patients and other users of the service and develop systems to target Welsh speaking staff to Welsh speakers. This will equally be the case whether the contact takes place on Health Board premises, in the patient s home or elsewhere. The aim of the Health Board is to have a Welsh-speaking receptionist on duty at all reception points in the Health Board. A Welsh Speaker sign will be placed on reception desks. Working Welsh badges and lanyards will be provided to all new staff who are able to speak Welsh during their induction course and at every language awareness session. 8

In exceptional circumstances, where a Welsh speaking receptionist is not on duty, visitors will be offered the opportunity to speak to another Welsh speaking member of staff if possible. Target 3 - Face to face contact with the public Betsi Cadwaladr University Health Board will ensure that staff at main entrances and outpatient clinics can provide a basic bilingual service by December 2011. 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 main entrance and reception staff will be offered basic training where necessary. WLI3 - Welsh Language Indicator - Face to Face contact with the public Number and % of posts in outpatient clinics receptions and at main entrances where the Welsh language is specified as essential and % of those filled by Welsh speakers. 2.2 Written Communication The Health Board welcomes correspondence from the public in both Welsh and English including letters, fax, e-mail and text messages. The Health Board will ensure that: 2.2.1 corresponding in Welsh will not result in any delay that prevents targets for response times from being met 2.2.2 letters received in Welsh will receive a signed reply in Welsh 2.2.3 where the Health Board is already aware that the preferred language of correspondence for an individual or organisation is Welsh it will correspond in Welsh automatically 2.2.4 when an initial face to face or telephone communication has been in Welsh, any correspondence required will also be in Welsh unless the member of the public has indicated otherwise 2.2.5 information, circulars and any other general correspondence to the public initiated by the Health Board will be bilingual 2.2.6 the Health Board will initiate bilingual correspondences if the language of the recipient is not known 2.2.7 all e-mail signatures will be bilingual 2.2.8 staff will be encouraged to use bilingual out of office messages and a selection will be available on the Health Board s intranet site. The Health Board s translation service will be available to support non- Welsh speakers to ensure the above actions take place and staff will be issued with guidelines on how to meet the Health Board s commitment to corresponding in Welsh. 9

2.3 Telephone Communication Anyone contacting the organisation by telephone will be able and are welcome to do so through the medium of Welsh or English. The first contact point is usually through the Switchboards but there are a large number of direct lines that the public can use to contact departments. Callers will be made to feel welcome to use the language of their choice. They will not be made to feel a nuisance or inconvenienced because they want to speak in Welsh. 2.3.1 All staff will be encouraged to answer the telephone with a bilingual greeting. If the caller responds in Welsh and the operator is not fluent, the caller will be transferred to a Welsh speaking member of staff. If there is no Welsh speaking member of staff available the caller will be given the option of a Welsh speaking member of staff calling them back, continuing the call in English or to communicate with the Health Board in Welsh by letter. If a call has to be returned, it should not take longer than it would to return a call through the medium of English 2.3.2 All staff will be provided with guidance on the procedures for handling telephone calls. The Clinical Programme Groups (CPG s) will be supported to form a database of Welsh speaking staff locally in their departments 2.3.3 Any necessary training will be provided to non-welsh speaking staff to enable them to deal adequately with calls from Welsh speakers 2.3.4 Answer-phone messages will be bilingual 2.3.5 The ability to speak Welsh will be considered essential when appointing new staff to main switchboards 2.4 Information Technology The public may communicate with the Health Board via electronic mail. The public are welcome to do so in Welsh or English and where a reply is required: 2.4.1 this will be in the language of the original communication 2.4.2 the choice of language will not incur a delay in responding The Health Board provides services for the public by using computer systems. The Health Board recognises that information technology also plays a key role in services which are not provided on-line. Target 4 - Information Technology Betsi Cadwaladr University Health Board will work towards implementing the Welsh Language Board's Information Technology Standards in order to ensure that services provided electronically for patients and the public or which demand the use of Information Technology for their administration are available to the same standard in Welsh and in English by agreement with the Welsh Language Board. 10

WLI4 - Welsh Language Indicator - Information Technology Number of improvement plans prepared fully implemented following assessment using the Welsh Language Board's bilingual software assessment scheme. Members of the public will be able to access information via the Health Board s website in both Welsh and English. The site will be bilingual. Information for patients will be bilingual apart from the Board s internal working documents which will be available for the public to view. The website will include all documents which are of interest to the public in Wales in Welsh and English, and when a public document is placed on the website both languages will be placed at the same time. Any written material produced by the Health Board to appear on the website will be published bilingually. This includes, but is not confined to 2.4.3 Press Releases 2.4.4 Public advice on health related matters 2.4.5 Minutes of Board meetings and public meetings in Wales 2.4.6 Any other information directed at the public e.g. annual reports, consultation documents etc 2.5 Public Meetings In meetings where the public are invited to contribute and express their views the Health Board is committed to ensuring that those attending such meetings are welcome and able to contribute through the medium of Welsh. To achieve this, the Health Board will: 2.5.1 produce all notices of public meetings bilingually and will make it clear that the public will be welcome to speak in Welsh or English 2.5.2 provide simultaneous translation facilities at all public meetings 2.5.3 strive to ensure that Welsh speaking staff will be available to welcome and assist those who attend such meetings 2.5.4 ensure that any exhibition will contain bilingual information and notices 2.5.5 ensure that any written materials such as leaflets or PowerPoint presentations will be bilingual The Health Board permits members of the public to attend its Board meetings and, on occasions, other internal meetings, in an observer capacity only. In such meetings the public will not be able to contribute. 11

2.6 Other meetings and dealings with the public The Health Board holds meetings other than public meetings as part of the delivery of services. Included in this category are case conferences, clinical consultations, etc. The Health Board is committed to ensuring that members of the public who wish or are required to have face to face dealing with the Health Board will be able and welcome to do so through the medium of Welsh or English. To support the above commitment the following arrangements will be made where possible: 2.6.1 Systems will be developed to note language choice and refer Welsh speaking staff to Welsh speaking patients. This will be equally the case wherever the contact takes place. Service teams will be organised so that suitably proficient bilingual staff are available to deal with Welsh speaking clients, otherwise translation facilities or an interpreter, whichever is the more appropriate, will be made available 2.6.2 Staff who are fluent in Welsh will be encouraged to wear badges indicating their ability to deal with enquiries in Welsh 2.6.3 The Health Board aims to have a Welsh speaking receptionists on duty in outpatient clinics and at main entrances to our buildings and these will be identified by a notice and badge. In exceptional situations, where this is not possible, we will arrange for a Welsh speaking member of staff to deal with enquiries 2.6.4 Public address systems will be bilingual 2.6.5 Electronic message boards will be bilingual 2.6.6 Where television and radio facilities are provided for inpatients the Health Board will strive to ensure that Welsh language channels are accessible to patients 2.6.7 The Health Board will also ensure the availability of Welsh language resources e.g. books, videotapes etc. on the children s wards. 2.6.8 When introducing new communications systems, the Health Board will develop methods to enable the public to communicate with the organisation, through such systems. The Organisation s Public Face 3.1 Corporate Identity The Health Board is committed to ensuring that its corporate identity is fully bilingual 3.1.1 The name of the Health Board is Bwrdd Iechyd Prifysgol Betsi Cadwaladr / Betsi Cadwaladr University Health Board 12

3.2 Signs 3.1.2 All of the Health Board s official stationery and electronic signatures will carry the organisation s name, logo and address and any other standard information bilingually 3.1.3 All other stationery, e.g. compliment slips, fax sheets, business cards and identity badges will be bilingual 3.1.4 The Health Board s identity will also be bilingual on publications, signs, vehicles, buildings and any other goods or materials 3.1.5 All information published directly for the public on the Health Board s website will be fully bilingual 3.1.6 Staff will be provided with guidance on the use of the bilingual identity of the Health Board 3.2.1 All signs, whether permanent or temporary, produced by or on behalf of the Health Board will be bilingual and respect the principle of equality with regards to size, shape, quality and prominence. Where Welsh and English signs are separate, they will be of equal size, shape, format, quality and prominence 3.2.2 The Welsh version will appear above or to the left of the English version 3.2.3 To assist staff with locally produced or temporary signs, the Health Board s Translators will be available to provide translations of all new signs. A glossary of the most commonly used signs will be available in Welsh and English on the Health Board s Welsh Language Intranet site which will be updated regularly 3.3 Publishing and printing material directed at the public in Wales The Health Board is committed to ensuring that public information for which it is responsible will be fully bilingual. 3.3.1 All publications issued to the public in Wales produced by the Health Board will be bilingual. The only exception to this will be if the technicality of the production is too complicated to allow this to be achieved e.g. maps or plans. In these cases Welsh and English documents will be issued simultaneously, distributed together and be equally accessible and both versions will include a bilingual message that the version is also available in the other language. 3.3.2 When existing publications are reprinted they will be produced bilingually 3.3.3 Where literature produced by others, e.g. some health promotion literature, is printed in English only, the Health Board will encourage such groups (whether public, private or voluntary sector) to produce information in Welsh or bilingually for the public in Wales. When the Health Board distributes material produced by other organisations, i.e. Inland Revenue, DSS etc., bilingual versions will be distributed - if they are available. If the material is in separate Welsh/English 13

versions, the Health Board will ensure that both versions are available to the public 3.3.4 The Health Board will ensure that the texts for both languages will be equally prominent in bilingual publications, and will respect the principle of equality in terms of size, format and legibility. When the text is displayed in dual columns, the Welsh version will appear in the left hand column 3.3.5 Miscellaneous items such as appointment cards and inpatient menus produced by the Health Board will also be bilingual 3.3.6 Staff, contractors, consultants, designers and publishers will be issued with guidance for dealing with written bilingual publications 3.4 Forms and other associated explanatory material The Health Board will ensure all forms, questionnaires and explanatory material issued to the public in Wales will be fully bilingual. In certain cases however separate Welsh and English versions could be more appropriate. In such cases, both Welsh and English versions will: 3.4.1 be published simultaneously 3.4.2 be equally available 3.4.3 be distributed together 3.4.4 carry a message confirming the form is also available in the other language This will ensure that the public can receive, read and complete the version of their choice. 3.5 Adverts and Press Releases 3.5.1 All press releases released by the Health Board will be bilingual 3.5.2 The Health Board will respond to media enquiries in the language of the initial enquiry 3.5.3 A bilingual member of staff will available to provide media interviews if the Health Board deems this appropriate 3.5.4 The Health Board will ensure that all public notices published in Wales will be bilingual. They will be of equal format, size, quality and prominence 3.6 Advertising and Publicity The Health Board is committed to any form of publicity and advertising in Wales being bilingual. 14

3.6.1 All exhibitions, displays and public information stands staged by the Health Board within Wales will be bilingual 3.6.2 All publicity material including posters, information boards, public surveys and marketing campaigns will be bilingual 3.6.3 Literature produced to promote the policies of the Health Board will be bilingual 3.6.4 The Communication Team and other staff involved in promoting the Health Board will be issued with guidance on implementing the above We will also ensure that every public notice published in Wales will be bilingual. They will be equal in form, size, quality and prominence. 3.7 Staff Recruitment Job vacancies are publicised through the national NHS Jobs bilingual website (www.jobs.nhs.uk ). The recruitment service aims to be paper free. All job applications are submitted online and applicants may apply for a post through the medium of Welsh or English. The Health Board will: 3.7.1 ensure all job advertisements are bilingual 3.7.2 note whether the ability to speak Welsh is desirable or essential. Guidance will be issued to staff on how to determine this 3.7.3 emphasise the fact that the Health Board operates a bilingual policy 3.7.4 ascertain whether applicants wish to receive further correspondence in Welsh or English In exceptional circumstances where job vacancies are advertised in the local press in Wales, they will be bilingual. Where Welsh is an essential requirement of the post, in both local and U.K. press a Welsh only advert will be placed, along with an explanatory note in English. Advertisements in Welsh language journals and newspapers will normally appear in Welsh only. In the U.K. press, where Welsh is not an essential requirement of the post, the advertisement will be placed in English with a bilingual footnote stating the Health Board s commitment to the Welsh Language. The Health Board s Recruitment Policy will reflect the requirements of this Scheme. The Health Board will also comply with the advice given in the Welsh Language Board s publication Recruitment and the Welsh Language. 15

4. Implementation and Monitoring of the Scheme The Health Board will develop a Linguistic Skills Strategy. The aim of the Strategy will be to enable the Health Board to provide a quality service to our bilingual population in line with commitments in the Scheme. The Health Board will share good practice with other organisations. 4.1 Staffing and Recruitment The Health Board is committed to ensuring that where linguistic ability is considered to be essential or desirable for any post, this will be specified when recruiting to that post. It is the Health Board s intention to work with educational and professional establishments within Wales to rectify as far as possible any long-term problems with regard to the recruitment of Welsh speakers. In discussing training the Health Board will indicate its requirements to the appropriate bodies with regard to the numbers of bilingual nursing or health care professionals that are needed to provide a service to patients in the language of their choice. The Health Board will: 4.1.1 ensure that workplaces which have contact with the public in Wales seek access to sufficient and appropriately skilled Welsh speakers to enable those workplaces to deliver a full service through the medium of Welsh 4.1.2 consider language ability as one of the many relevant skills when appointing staff 4.1.3 identify those workplaces, teams and posts where the ability to speak Welsh is essential and those where it is desirable to assess the level of proficiency required in each case and to formulate job descriptions accordingly 4.1.4 support the CPG s to establish a register of Welsh speaking staff, their location, position and their degree of linguistic proficiency. Heads of department will be responsible for informing officers who update the register as staff changes occur 4.1.5 work with staff in the most appropriate way to ensure that adequate and relevant training takes place to ensure sufficient members of staff who speak Welsh are available in the department and service 4.1.6 in areas where it is apparent that there is a shortfall of Welsh speakers, the Health Board will take a pro-active approach in recruitment and training in order to attract Welsh speakers into the relevant areas 4.1.7 identify and support members of staff who wish to learn or improve their Welsh 4.1.8 encourage and support staff who wish to communicate with each other in Welsh. This will promote the availability of a bilingual service and enhance bilingual communication with patients and visitors 16

Target 5 - Recruitment Betsi Cadwaladr University Health Board 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. WEI5 - Welsh Language Indicator - Recruitment Number of posts advertised for which Welsh was specified as an essential skill and the percentage filled by Welsh speakers. 4.2 Welsh Language Training The Betsi Cadwaladr University Health Board recognises that the ability to understand and use the Welsh language to a good standard in the workplace is a valuable skill which can assist the staff in providing a better service to patients. Target 6 - Language Skills Betsi Cadwaladr University Health Board 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. WLI6 - Welsh Language Indicator - Language Skills Number and % of staff with Welsh language skills by service department, according to the grade of the post; and according to workplace. The Health Board is committed to encouraging and supporting its staff to learn or improve their ability to speak Welsh. Resources will be focused on those areas where there will be frequent communication with Welsh speakers, whether face to face or by telephone. To achieve this, the Health Board will: 4.2.1 consider the needs and wishes of individual members of staff to learn Welsh through its appraisal systems and Staff Development Review processes 4.2.2 give priority to members of staff who come into frequent contact with patients and the public, or where there are shortfalls in terms of bilingual skills 4.2.3 arrange Basic Welsh courses to enable staff with no knowledge of the language to learn some useful Welsh and at the very least be able to greet patients in Welsh 4.2.4 in order to facilitate the use of the Welsh language by staff in their workplace, the spell checker and terminology package Cysgliad will by available on request. The Welsh Langauge Officers will provide training to staff on the use of the spell checker and terminology package. Target 7 - Language Training Betsi Cadwaladr University Health Board will increase the number of staff in its workplace who are able and who actually 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, and language improvement training and taster courses. 17

WLI7 - Welsh Language Indicator - Language Training Number and % of staff who have received Welsh language training up to the level of a specific qualification. 4.3 Vocational Training Every new member of staff will receive language awareness training through the staff induction programmes. Language awareness sessions will also be held in individual departments according to demand. The Health Board will assess the need for specific training through the medium of Welsh and, within available resources, provide courses to fulfil these needs in order to be able to fully implement the Scheme. This will include recommending training courses to key groups who have contact with patients and members of the public to enable them to operate within their own field through the medium of Welsh. The Health Board will support attendance at the quarterly All Wales NHS Contact Points meeting Target 8 - Awareness Training Betsi Cadwaladr University Health Board will ensure that each new member of staff receives language awareness training as part of the corporate induction process or where this is not possible, within 3 months of taking up their post. We will also ensure that language awareness training resources are made available to all current staff. WLI8 - Welsh Language Indicator - Awareness Training Number and % of staff who have received language awareness training. 4.4 Administrative Arrangements Welsh and English will both have official status within the administrative arrangements of the Health Board. Staff will have the right to use Welsh or English when dealing with the Health Board. Wherever possible, Welsh aspects of the service will be integrated within the general administrative processes of the Health Board. Managers will be given responsibility for implementation in those aspects of the Scheme relevant to their departments. They will be required to report on this on a regular basis e.g. as part of general reviews and quarterly reports to the Health Board s Welsh Language Forum. The Forum will then report to the Board s Quality and Safety Committee through the Improving Service Users Experience Sub-Committee. The overall accountability for the Welsh Language Scheme lies with the Chief Executive Officer with the Director of Governance and Communications assuming operational responsibility. The Health Board will: 4.4.1 ensure that the Welsh Language Scheme carries the full authority of the Board as the measures are implemented 18

4.4.2 ensure that everyone in the organisation is familiar with the Scheme, the implementation process and what is expected. Awareness sessions will be arranged across the Health Board and staff will be made aware of the relevance and importance of the practical elements of the Scheme. Leaflets will be available to provide guidance on various aspects of the Scheme. Awareness of the Scheme will be further raised for new staff at staff induction sessions. The Health Board will ensure that any equality training also cover the issue of language choice The Welsh Language Team will be the Welsh Language Officers and Translators. The Welsh Language Team will: 4.4.3 be responsible for integrating the Welsh Language into the administrative process of the Health Board 4.4.4 ensure that a high quality translation service will be provided by the Health Board s in-house translators and external translators by agreement The Welsh Language Forum members will include representatives from CPGs and other key members such as Equality Manager, Communications Manager and a representative from the Training Department. The Health Board s Welsh Language Forum and the Welsh Language Team will continue to facilitate and monitor the implementation of the Scheme. To ensure consistency and quality in application, the Health Board will produce guidance leaflets for staff regarding specific elements of the Scheme. The Scheme will be revised every three years, and at that time a comprehensive evaluation report that will assess and evaluate performance in implementing the Scheme since its inception will be provided to the Welsh Language Board. 4.5 Services provided on behalf of the Health Board by other Providers The Health Board will: 4.5.1 ensure that any agreements or arrangements with third parties which relate to the provision of services to the public in Wales are consistent with the terms of the Scheme. This will include services that are contracted out 4.5.2 ensure that contractors are aware of the terms of the Scheme where it is relevant to the services they are providing on our behalf. Any contract details will reflect this 4.5.3 issue written guidelines to staff for dealing with agencies, contractors and providers and specify the requirements as to the use of the Welsh Language in all its business arrangements 4.5.4 provide support to volunteers who provide services on behalf of the Health Board e.g. use of the Health Board s translation facilities, Working Welsh badges, access to Welsh language courses 19

4.6 Monitoring The Welsh Language Scheme will be monitored and reviewed by the BCU HB Welsh Language Forum which will meet quarterly and will provide regular reports through the Board s committee strategy on its performance in implementing the Scheme. The Welsh Language Forum will include representatives stakeholders from the CPG s. Each CPG will review and monitor progress in relation to the Scheme and will report to the Welsh Language Forum. The Welsh Language Forum will: 4.6.1 ensure that any new policies, procedures, computer programmes or publications are consistent with providing bilingual services on the basis of equality 4.6.2 monitor response times for Welsh correspondence 4.6.3 monitor the quality of translation services and arrangements for meetings 4.6.4 monitor the corporate identity of the Health Board, ensuring publications, forms, signs, notices and other printed materials are bilingual 4.6.5 monitor the implementation of staffing and training measures included in the Scheme 4.6.6 monitor the provision and administration of services by contractors and agents to ensure they conform with the terms for the use of Welsh in their contract 4.6.7 monitor the incidences and nature of complaints relating to the Health Board s Welsh language service 4.6.8 review the Scheme on an ongoing basis 4.6.9 monitor arrangements against the timetable of the Scheme 4.6.10 monitor the opinion of Welsh speakers regarding the provision of bilingual services The Board will receive an Annual Monitoring Report, which will enable it to achieve the following objectives: 4.6.11 Measure whether the Health Board is conforming with the Scheme 4.6.12 Measure compliance with the Scheme against the timetable and standards 4.6.13 Measure the quality of its services in Welsh The Health Board will provide an annual report to the Welsh Language Board in an approved format to advice on the progress with implementation of the Scheme against the approved timetable and standards. An analysis of the number and nature of complaints and suggestions for improvements from the public will be included. 20

During the three years of the scheme, as part of the compliance report, the Health Board will hold a thematic review that will concentrate on the following: 2010/11 - services for the four priority groups 2011/12 - skills, training and language awareness 2012/13 - information management relating to patients and communicating information regarding language choice 4.7 Publishing Information Progress made in implementing the scheme and information comparing performance with standards set out in the scheme will be published in an internal annual review. The Health Board produces an Annual Report which is available to the public and includes a summary of progress made in respect of the Welsh Language Scheme. 5. Raising Awareness of the Scheme The Health Board will use staff communications, including corporate and stakeholder bulletins weekly and monthly, to promote its bilingual commitments and the support available to staff to promote facilities and services in Welsh. Copies of the Welsh Language Scheme will be available on the Health Board s intranet and internet sites. The Health Board will demonstrate its commitment to the provision of services equally in Welsh and English: 5.1 by providing a summary of its Welsh Language Scheme for staff and contractors through the intranet. A hard copy will be available where access to the intranet is not possible 5.2 through staff induction programmes and staff handbooks 5.3 by making a positive statement in general information material to patients e.g. inpatient admission booklets, charter statements etc 5.4 distributing the Scheme to the local Authorities within in our region Target 10 - Publicity Betsi Cadwaladr University Health Board will promote specific activities provided through the medium of Welsh so that Welsh speakers may choose to use them. WLI 10 - Welsh Language Indicator - Publicity Call centres and telephone lines - number and % of Welsh calls per service monitored through random sampling and mystery shopper exercises. Online services - number and % use of Welsh service 21

6 Complaints, Section 17 Investigations and Suggestions The Health Board is committed to improving the quality of services delivered and welcomes any comments or suggestions that will help to achieve this. The Health Board s complaints structure has been is designed to ensure that when there is a problem, everything possible is done to resolve it speedily and effectively.. The public can send their compliments, concerns and suggestions to the Complaints Department who will monitor the incidences and nature of suggestions relating to the Health Board s Welsh language service. If the Welsh Language Board was required to undertake an investigation under Section 17 of the Welsh Language act following a formal complaint, the Health Board will be ready to cooperate fully by providing information, reports, documents and/or explanation the Welsh Language Board. If you are of the opinion that we are not implementing the promises made in this scheme, we are keen for you to tell us. If, therefore, you have any complaints or suggestions about the Welsh language service/provision of the Health Board, please write to the Office of the Directors, Ysbyty Gwynedd, Penrhosgarnedd, Bangor, LL57 2PW. Target 9 - Complaints Betsi Cadwaladr University Health Board will deal with complaints regarding the implementation of this language scheme promptly and in accordance with the organisation's corporate procedures. WLI9 - Welsh Language Indicator - Complaints Number of complaints received regarding the implementation of the language scheme and % of complaints dealt with according to the organisation's standards. 7 Implementation Timetable Refers to Task Timescale Accountability section 1. 5. Ensure all staff are aware of the scheme and its implications Annually Welsh Language Officers/Heads of Departments 2. 5. Form a summary of the Welsh Language Scheme for staff, local contractors and key stakeholders 3. Establish a Welsh Language Forum to implement and monitor the Scheme 4. 1.1 Monitor mainstreaming the Welsh language as part of the Equality Impact Assesment policies September 2010 May 2010 Annually Welsh Language Officers / Communications Team Director of Governance and Communication Welsh Language Officers 22

5. 1.2 Work towards ensuring that language choice is compulsory on the Myrddin system. 6. 1.2 Encourage departments to undertake a review of the langauge skills of staff and keep the information on a local database. 7. 1.4 Provide guidelines / guidance for CPG s on implementing and complying with the Welsh Language Scheme 8. 2.2 Ensure all appointment letters are bilingual 9. 2.3 Provide guidelines to staff regarding answering the telephone and dealing with calls from Welsh language speakers 10. 2.5 Monitor the Health Board s website in co-operation with the Health Board s Communications Team 11. 3.1/2/3 Monitor the Health Board s corporate identity including every formal and informal sign and advert, to ensure that they are fully bilingual. 12. 3.4 Monitor the process of ensuring that all information, publications and printed material for the public in Wales are bilingual 13. 4.2 Evaluate Welsh language lessons provided for staff 14. 4.4 Develop an information leaflet for clinicians to raise awareness of the importance of the Scheme and its relevance in providing a service for patients 15. 4.5 Publish written guidelines to agencies, contractors and providers stating the requirements regarding the use of the Welsh December 2010 December 2010 January 2011 December 2011 June 2010 and annually Myrddin Implementation Group Welsh Language Officers Welsh Language Officers Bilingual Letters Group/ Welsh Language Officers / Welsh Language Leads Welsh Language Officers Quarterly Welsh Language Officers / Communications Team Quarterly Annually Annually December 2010 March 2011 Welsh Language Officers Welsh Language Officers Training Department Welsh Language Officers Welsh Language Officers 23