YmddiriedolaethGIG GwasanaethauAmbiwlansCymru
Welsh Ambulance Services NHS Trust
Welsh Language Scheme
Annual Report
2012-13
Gweithiogyda’nGilyddyn Gymraeg
Working Together in Welsh
CONTENTS
PAGE
Section 1
Introduction and operational summary 1
Section 2
Implementation of Welsh Language Scheme 5
TWF8
Complaints23
Examples of good practice 27
Section 3
Next steps and improvement plan30
Introduction and operational summary
The Welsh Ambulance Service (WAS) was established in 1998 with NHS Direct Wales becoming an integral part of the Trust from April 2007. Spread over an area of 7,969 square miles and serving a population of 2.9 million, our diverse area encompasses tranquil rural retreats, busy seaside resorts and large urban cities.
Our varied and modernising services are tailor-made for each community’s differing environmental and medical needs, from rapid response cars to emergency ambulances, to paramedics on the road and nurses in our clinical contact centres.
In 2010/11, the Trust published its five year modernisation plan: Working Together for Success, providing focus and direction for the organisation to deliver high quality health care and services to improve patient outcomes. The Trust is committed to implementation of its Welsh Language Scheme as an integral part of Working Together for Success.
Our plans aim to set out a clear and uncomplicated story of our service and the improvements we wish to make.
Our vision
An ambulance service for the people of Wales which delivers high quality care wherever and whenever it is needed.
The Welsh Ambulance Service provides two types of service – Unscheduled care and planned patient care services.
Unscheduled care
Unscheduled care (emergency and urgent care) is available by calling:
999 for serious and life threatening illnesses and injuries or
0845 4647 or online (NHS Direct Wales) for minor conditions, health information, advice and signposting to other services.
We aim to deliver the best service we can 24 hours a day, seven days a week and deal with patients who have illnesses ranging from immediately life-threatening to a minor injury. We work hard to ensure that all calls are answered quickly, the clinical need of the caller is correctly identified, and the right advice and care is provided by our staff with sensitivity to the communication needs of patients.
Planned patient care services
Planned patient care services help millions of patients across Wales every year to get to their hospital and medical appointments. Welsh language awareness training is delivered to raise staff awareness about the importance of identifying and establishing the patient’s communication needs.
Welsh Language Scheme Summary
This is the Welsh Ambulance Service’s fourth Annual Report on implementation of its Welsh Language Scheme. The report draws attention to examples of good practice as well as identifying any basic weaknesses/risks. The report aims to meet the expectations of the Welsh Language Commissioner for reporting on performance for 2012/13. This report is presented to the Welsh Language Commissioner following internal scrutiny arrangements. The monitoring report aims to provide clear information and identifies examples of fulfilling commitments within the Welsh Language Scheme. Where appropriate, it identifies specific risk or threats to the implementation of the Scheme and offers recommendations for improvements wherever possible.
The main aim of the monitoring report is to report on performance against targets and to provide additional information and evidence of progress and areas which require further work. In additionto specific targets, progress is also reported on a set of Welsh language indicators (WLI).
The Welsh Language Officer facilitates delivery of the Welsh Language Scheme, providing advice and leadership across the Trust’s activities. A Non-Executive Board Member and the Corporate Secretary act as Welsh Champions and provide Welsh language leadership at Board level.
The Trust’s Welsh Language Implementation Group is responsible for overseeing the development, integration and improvement of the Welsh language within the Trust to ensure consistency and quality of services in both Welsh and English. The group meets to monitor and review the development of the Welsh Language Scheme and provides an organisational structure to support and lead on the work of planning Welsh language services. The terms of reference and membership of the group was reviewed in the current reporting year to reflect recent management restructuring. A Welsh Champion is a member of the Group. The revised terms of reference also includes a table describing the role and responsibility of each member on the group. A standard item on the agenda focuses on what has worked well since the last meeting. The purpose of this item is to highlight examples of good practise, celebrate success and aim for consistency in delivering a bilingual service across the organisation.
Patients and service users are able to provide feedback on the quality of service by completing a feedback form on the Trust’s website to assist in maintaining and further developing a high quality bilingual service.
The Trust’s Welsh Language Scheme, which was approved by the former Welsh Language Board in 2010can be accessed by the public under the publications section on the Trust’s website.
The Trust has continued to make progress on the Welsh Language Scheme action plan, with regular updates reported to the Welsh Language Implementation Group. (Appendix 1)
The Welsh Language Officer delivered an item on the Welsh language at the Heads of Service monthly meeting, highlighting Welsh language requirements within service delivery and More Than Just Words, the national strategic framework for the Welsh language within health and social care. Further meetings were held with individual Heads of Service to discuss Welsh language implications and offer further advice on delivering a bilingual service and the need to ensure that the Welsh language is embedded within new and revised developments.
The new Wellbeing Support Service mainstreams Welsh language into service development, which included production of bilingual leaflets and material and recruitment of Welsh speakers within the team. The Trust is committed to providing a safe and healthy working environment for its employees. From 1 February 2013 in addition to the implementation of the new free, confidential Wellbeing Support Service, the Trust introduced a new employee assistance service through PPC (Positive People Company). All information provided by PPC is fully bilingual, enabling staff to access the service in their language of need.
The 2011 census figures have been incorporated within various guidance documentation for planning and mapping a Welsh language service as part of the Trust’s aim to ensuring a team approach when planning and delivering services.
There has been a gradual increase in the number of Welsh speaking managers in the south east region following recent restructuring and the role of a Welsh Champion at manager level provides a valuable local link to ensure information regarding the Welsh language is communicated effectively.
In response to the ‘Francis Inquiry’, ‘Together for Health’ and the commitments in the Quality Delivery Plan, a new internal group ‘Service User Experience’ is being established to develop and provide monthly reporting to the Trust Board.
The group will capture, measure and draw together service user experience and commentary captured across the Trust for the purpose of providing assurances to the Board and drive service quality and improvement across the Trust. Representation on the group will include the Welsh language lead.
A patient experience questionnaire developed by the All Wales Service User Experience Group included a question on whether the service user was able to speak in Welsh to staff if they needed. Service users were able to access the questionnaire on the NHSDirect Wales website and answer questions in their language of choice.
Patient Experience Questionnaire
Asked which language you prefer to use? / Never / Sometimes / Usually / AlwaysAble to speak in Welsh to staff if you needed to? / Never / Sometimes / Usually / Always
The Welsh Language Commissioner gave a presentation to Trust Board members on her role and new Welsh language legislation at a Board Development Session and two members of staff shared their learning experience with the Board. The Welsh Language Officer has monthly meetings with the Board Welsh Champion to provide updates on Welsh language developments.
The Trust shared a stand with the Police and Fire Service at the Urdd Eisteddfod in Glynllifon and with Cardiff and Vale Health Board and other partners at the National Eisteddfod in Llandough. The main activities include the Choose Well campaign, first aid/CPR – life saving skills’ demonstrations and consultation on the children’s booklet ‘Jack and the Ambulance Service’. Bilingual staff were available to offer advice and share information about their area of work and their important roles within the service.
Visitors had an opportunity to have their say about the ambulance service and staff worked with the public to help raise awareness about alternative medical routes if an emergency response was not required to ensure they received the right treatment in the right place as part of the Choose Well campaign.
The Trust responded to the non-statutory consultation on the Standards and Welsh language and there was Trust representation at public meetings and events held across Wales.
The Trust responded to the draft terms of reference on the Welsh Language Commissioner’s inquiry into the Welsh language within primary care, welcoming the inquiry to improve service provision and meet the needs of patients in their first language.
More Than Just Words, strategic framework to strengthen Welsh language services in health and social care was launched by Welsh Government in November 2012. The framework has been publicised across the organisation and the Trust will work on an action plan as part of its commitment to improve the quality of care and continue to meet the language needs of users.
Quality Standards
Working Together for Success provides focus and direction for the organisation to deliver high quality health care and services to improve patient outcomes. The Trust is committed to implementation of its Welsh Language Scheme as an integral part of its five year plan.
Implementation of the Welsh Language Scheme
New and Revised Policies and Initiatives
The Trust is committed to considering the Welsh language in all aspects of its work, ensuring that it is mainstreamed into all new and revised policies and initiatives through the Trust’s Equality Impact Assessment (EqIA) process. A question on the Welsh language is included in the EqIA process to measure efforts to mainstream the Welsh language.
WLI1 / New and Revised Policies and InitiativesTARGET / The Welsh Ambulance Service will mainstream the Welsh language in the organisation’s key policies and initiatives by preparing structured programmes to be completed during the lifetime of this Scheme.
PROGRESS / Recent contracts with third parties (eg Dobshill Make Ready Depot & HART base construction companies) fully reflected Trust requirements for bilingual signage both during construction and in the finished buildings.
Progress is being made on the development of an Ambulance Resource Centre (ARC) in Wrexham, the new build will accommodate frontline and administrative staff. All the design work for the new development in Wrexham is now complete and the planning application and full business case are ready to be submitted following final approval.Bilingual signage is incorporated within communications plans of all new developments.
A new addition to our emergency response is the Hazardous Area Response Team (HART). Supported by the Welsh Government, HART works alongside other emergency services on the country’s most serious incidents such as building collapses, chemical and terrorist incidents. Welsh Language Scheme requirements have been incorporated within this development.
All Trust estate developments fully comply with the requirements within the Welsh Language Scheme.
Fleet specifications incorporate Welsh language requirements, ensuring that all Trust vehicles include bilingual signage as new vehicles are manufactured. Manufacturers liaise with the fleet department and the Welsh Language Officer provides advice and monitors bilingual signage to ensure accuracy and consistency. The vehicle reversing message is also bilingual on all new vehicles. A Welsh Champion is a member of the Trust’s vehicle working group and liaises closely with the Welsh Language Officer to ensure compliance when new vehicles are manufactured.
The draft All Wales Standards for Accessible Communications and Information for People with Sensory LossEqIA highlighted the fact that there would be first language Welsh speakers with sensory loss and meeting their information and communication needs would need to take account of their language needs. The Welsh language in the context of the standards was also particularly relevant to older people.
The Trust has continued to make progress on the redesign of the Patient Clinical Record (PCR), the final version has now been approved by the Clinical Reference Group.
The final draft versions were used in a small scale pilot evaluation undertaken during October 2012. This evaluation in the operational environment provided an opportunity for a number of staff to further contribute to the redesign of the PCR, supporting documentation and user guideline. It also allowed the Trust to identify further improvements required prior to implementation Trust-wide. Feedback from the pilot was positive with a small number of further changes which included a bilingual non conveyance section.
The final version of the PCR User Guideline has been updated to reflect the most recent changes to the PCR and supporting documentation.A field to record the patient’s language will facilitate handover and shows commitment to working with partners to identify and establishthe patient’s communication needs.
The revised Ambulance Car Service (ACS) policy includes a section on the Welsh language ensuring that volunteer drivers are fully aware of the Trust’s commitment to delivering a bilingual service.
The Freedom of Information (FOI) policy highlights the Trust’s commitment and response to requests received in Welsh. One FOI request was received through the medium of Welsh regarding the Welsh language during the reporting year.
The Carers Strategies (Wales) Measure (2010) placed a duty on us to develop a Strategy for Carers, setting out how we will provide information to Carers and actively include them in the arrangements made for those they care for. The Strategy highlights the Trust’s commitment to delivering a bilingual service.
Road Safety Wales partnership with the Welsh Ambulance Service, the Police and Fire and Rescue Service to deliver the CRASH card scheme to motorcyclists across Wales. The scheme is intended to help emergency services first on the scene at a motorcycle incident. The Trust was involved in the bilingual design of the CRASH card ensuring compliance with the Welsh Language Scheme as part of partnership working.
DATA ON WLI1 / During the reporting year, a sample of 5 policies were published. 100% went through the process of EqIA of which Welsh language is a standard equality strand.
COMMENTS / The Trust has made initial progress towards taking forward the subject of Equality Impact Assessing as part of our Strategic Equality Plan (SEP) by setting up a group to produce a guide for developing a robust way of ensuring that the impact of any decision is considered fully. The group will aim to progress the process by adopting a pragmatic approach in order to ensure consistency and clarity to how the Trust considers EqIA and the Welsh language in all aspects of its work.
Reports presented at Board meetings include the requirement for Equality Impact Assessment.
FURTHER EVIDENCE / All staff within the Programme Management Department (PMD) are aware of the requirements within the Welsh Language Scheme and reflect its application whenever any new policy or initiative is presented or discussed.
The Welsh Language Officer provides support and advice to mainstream the Welsh language in new policies and initiatives.
Further work will continue to ensure that all directorates take
ownership and fully embed Welsh language into the planningstage of any new and revised policy or initiative.
Anew bilingual school booklet ‘Jack tells you about the Ambulance Service’is now available. Thebooklet went throughpublic consultation with staff, schools, school nurses, third sector, child health leads and Welsh Government. The Trust engaged with Welsh primary schools and the Welsh speaking community during the Urdd Eisteddfod and received valuable and constructive feedback on the content of the bilingual booklet.
The booklet is suitable for 6-8 year olds (Key Stage 1), and aims to support staffvisiting local schools and clubsto educate children about the ambulance service and what to do in an emergency.
TWF
The Trust is committed to promoting the TWF initiative on raising children bilingually by distributing material to all staff on maternity/paternity leave and includes the TWF link on the Trust and NHSDW internet sites. The Trust maintains a data base of staff who have received the pack. Welsh Champions are encouraged to promote the project and packs are displayed in key reception areas. Below is a summary of staff who received the TWF pack during 2012/13:
Region / Number of staff who received packSouth East / 29 (15 maternity) (14 paternity)
Central & West / 40(24 maternity) (16 paternity)
North / 27 (7 maternity) (20 paternity)
Service Delivery