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Welsh Language Scheme - Welsh Ambulance Service NHS Trust

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					 Welsh Ambulance Services NHS Trust




Welsh Language Scheme


     Prepared in accordance with the
        Welsh Language Act 1993




                    1
Contents                                                     Page

Preface                                                      3


Introduction                                                 4

1     Service Planning and Delivery                          6
            1.1   New Policies and Initiatives               6
            1.2   TWF                                        7
            1.3   Standard of Services                       7
            1.4   Delivery of Services                       7
            1.5   Services Provided by Others                8
            1.6   Partnerships                               8

2     Dealing with the Public                                9
            2.1   Written Communication                      9
            2.2   Telephone Communication                    10
            2.3   Public General Meetings                    10
            2.4   Non-Public Meetings                        11
            2.5   Other Dealings with the Public             11
            2.6   Information Technology                     12
            2.7   Internet                                   12

3     The Organisation’s Public Face                         13
           3.1   Corporate Identity                          13
           3.2   Signs                                       13
           3.3   Publishing and Printing Material            13
           3.4   Forms and Associated Explanatory Material   14
           3.5   Press /Media                                14
           3.6   Advertising and Publicity                   14
           3.7   Recruitment Advertising                     15

4     Implementing and Monitoring the Scheme                  15
           4.1   Staffing                                     15
           4.2   Learning Welsh                               16
           4.3   Vocational Training                          17
           4.4   Awareness Training                           17
           4.5   Administrative Arrangements                  18
           4.6   Services Delivered on behalf of the Welsh Ambulance
                 Services NHS Trust by other Parties          18
           4.7   Monitoring                                   19
           4.8   Publishing Information                       20
           4.9   Complaints                                   20

5     Publicity                                              21
            5.1   Publicity of Policy                        21
            5.2   Implementation Timetable                   23



                                      2
Preface

The Welsh Ambulance Services NHS Trust is committed to fulfilling its obligations
under the Welsh Language Act 1993. This is demonstrated through the Trust
preparing a Welsh Language Scheme for implementation across the organisation.

Our Scheme received the approval of the Welsh Language Board under section
14(1) of the Act on 22 July 2010.

The 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. Our
Scheme sets out how the Trust will give effect to that principle when providing
services to the public in Wales. Our new Scheme replaces the original Scheme
approved by the Welsh Language Board on 2 November 1999.

We recognise that members of the public can express their views and describe
their symptoms and needs better in their language of choice and that enabling
them to use that language is a matter of good practice rather than a concession.
A denial of that right or failing to provide it effectively could place our patients, our
service users and their families at a real disadvantage. We will therefore be
proactive in offering the public this right to choose which language to use in
dealings with us and will apply this principle to our expectations of the
organisations with whom we deal.

It is with great pleasure that we present the Welsh Ambulance Services NHS
Trust’s Welsh Language Scheme for 2010-2013.




Chairman                                    Interim Chief Executive




                                           3
Introduction


      The Welsh Ambulance Services NHS Trust has a mandate to improve healthcare
      outside hospital in the context of Welsh Assembly Government strategies
      including, principally Designed for Life and Delivering Emergency Care Services.

      The Trust provides emergency pre-hospital care, non-emergency patient transport
      services and the services of NHS Direct Wales for more than 2.9 million residents
      of Wales and the many thousands of visitors each year.

      Wales has many miles of picturesque and popular coastline, a diversity of
      communities ranging from large cities and towns such as Cardiff, Swansea,
      Newport and Wrexham to small isolated communities in sparsely populated areas
      such as in Mid-Wales and the Snowdonia and Brecon Beacons National Parks.
      Some 21% of the total population have Welsh language skills but the proportion in
      each of the localities across Wales varies considerably from, for example, 76.1%
      in Gwynedd to 12.9% in Monmouthshire. The availability of local Welsh-speaking
      staff therefore reflects the prevalence of Welsh-speaking in each locality.

      The Trust employs 2,992 people, 67% of whom are operational – 1,309 on
      emergency duties, 636 on non emergency ambulance and health courier
      services, 430 management/administrative support, 547 Control and NHS
      Direct Wales call handlers all providing services across a total land area of
      20,640 square kilometres with 1.2 million households and 34,230
      kilometres of road. The National Headquarters is at H.M. Stanley Hospital,
      St Asaph, Denbighshire and there are three Regional Headquarters at
      Cwmbran, Llanfairfechan and Swansea.

      The Trust operates from 90 ambulance stations, 7 control centres, 3
      regional offices and 5 vehicle workshops.

      It has a National Training College based in Swansea with regional centres
      across Wales.

      The services provided include: -

          999 services for medical emergencies and accidents
          NHS Direct Wales 24 hour health information service
          Doctors’ urgent services (for patients needing rapid admission to hospital)
          Urgent and high-dependency transfers between hospitals within Wales and
          England
          Provision of ambulance cover at specified public events
          The planning and co-ordination of the Ambulance Services’ response to major
          accidents
          The transportation of large numbers of people to and from hospital
          appointments at many different treatment centres in Wales and England
          First Aid training to the general public
          Support to G.P. out-of-hours on call schemes
                                              4
   Health promotion and health and safety education

During 2008/09, the Service responded to 315,057 emergency incidents,
51,128 urgent journeys and transported 9,759 non emergency patients to
over 200 treatment centres throughout England and Wales.

NHS Direct Wales is a nurse led service which provides a health advice
and information service 24 hours a day every day. In the last year it dealt
with over 792,000 contacts. This includes 342,264 telephone calls and
450,111 web contacts. The Service has contact centres across Wales in
Bangor, Cwmbran and Swansea.

Therefore, the Trust has staff widely dispersed across Wales, and most of the staff
come into regular direct and telephone contact with the public. The Trust is
committed to doing all that it can to ensure that the people of Wales are able to
deal with the Trust at all levels in the language of their choice in accordance with
the Welsh Language Act.

Throughout the Scheme, recommended targets and language indicators have
been identified. The Trust is required to report to the Welsh Language Board on
these targets and indicators.




                                     5
1.    Service Planning and Delivery

      The Welsh Ambulance Services NHS Trust recognises the Welsh language as a
      living and working language to be used both internally and externally.

      The Welsh Ambulance Services NHS Trust continues to implement a progressive
      Welsh Language Scheme that will:

      - reflect strong support for the Welsh language
      - outline clear operational arrangements
      - ensure constant progress in the provision of services through the medium
         of Welsh.

      The Welsh Ambulance Services NHS Trust will promote the Welsh Language
      Scheme and all staff will receive every encouragement to develop their various
      roles through the medium of Welsh.

1.1   New Policies and Initiatives

      The Welsh Ambulance Services NHS Trust will consider 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 process:

      When formulating new and revised policies and initiatives, the Trust will:

      1.1.1 assess the linguistic effect and ensure that such policies are congruent with
            the Welsh Language Scheme and do not undermine it or the Welsh
            Language Schemes of other health service providers or purchasers;

      1.1.2 facilitate and promote the use of the Welsh language wherever possible
            and take advantage of every opportunity to implement the principle of
            equality;

      1.1.3 consult with the Welsh Language Board in advance regarding proposals
            which will affect this Welsh Language Scheme or the scheme of other
            organisations;

      1.1.4 ensure that it does not alter the Welsh Language Scheme without the
            agreement of the Welsh Language Board;

      1.1.5 ensure that staff are aware of the requirements of the Welsh Language Act
            and the Welsh Language Scheme (e.g. when preparing service
            specifications) and ensure that the Welsh Language Scheme’s measures
            are implemented. A compliance checklist will be prepared for new and
            revised service specifications/policies/initiatives which will include
            compliance with the requirements of the Welsh Language Act and the
            Welsh Language Scheme.




                                            6
             Target 1 – New and Revised Policies and Initiatives
             The Welsh Ambulance Services NHS Trust 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.

             WLI1 – Welsh Language Indicator – New and Revised Policies and
             Initiatives
             Number and % of new policies and initiatives subject to language impact
             assessment.

1.2   TWF
      TWF is one of the Welsh Language Board’s projects. The project aims to
      increase language transfer within the family. The objectives are to communicate
      TWF’s message to the target population and raise awareness amongst parents,
      prospective parents and the public in general of the value of introducing the Welsh
      language at home, the value of bilingualism and the advantages of Welsh medium
      education.

      The Trust will work with the project to:-
      1.2.1 distribute a folder provided by TWF to record maternity notes for staff.
      1.2.2 ensure that TWF’s marketing material is displayed and distributed in
             appropriate places for the public.
      1.2.3 distribute the TWF pack to all staff completing a maternity leave form via
             the HR department.

1.3   Standard of Services

      The Welsh Ambulance Services NHS Trust will state the principle of delivering
      services of high quality in Welsh and English, providing the same standard of
      service in Welsh as in English in accordance with the measures in this Scheme.
      The principle of equality of standard will be stated in key documents e.g. the
      Trust’s Annual Report and Equality Scheme and will aim to achieve consistency in
      the standard of service in Welsh provided by the Trust in different localities.

1.4   Delivery of Services

      The Trust will plan and organise its services taking into account the needs of
      Welsh speakers and the Trust will do everything practicable to ensure that,
      wherever its services come into contact with the public, the service users are able
      to receive those services in the language chosen by the users.

      The Trust fully acknowledges that the way services are organised will depend on
      the nature of the various ambulance services, on the linguistic profile of the public
      who receive them, and on the availability and location of Welsh-speaking staff
      within the Trust. By the very nature of Ambulance Services, the majority of
      contacts by the Service with the public will be by operational staff working in the
      Emergency Ambulance Service, the Patient Care Service, within Control and
                                           7
      Planning Departments and within NHS Direct Wales. The linguistic profile of
      these staff members will normally reflect the profile of the part of Wales which they
      serve because most will have been recruited locally. Where possible, the Trust will
      appoint Welsh-speaking staff in order to meet the needs of the population of
      Wales. The Trust will adopt a team approach to ensure that an appropriate and
      speedy Welsh-language service is always available.

      Where the Trust engages in pre-planned public activities such as visits to schools,
      other educational events, first-aid courses etc., it will establish the need for a
      Welsh language service and allocate officers accordingly.

      At the Trust’s Headquarters, appropriate arrangements will be made to try to
      ensure that members of the public are able to conduct business with the Trust
      through the medium of Welsh. Wherever necessary, appropriate Welsh language
      training will be given to all key staff who come into regular direct contact with the
      public. We will aim to promote a bilingual workplace. The Trust’s Welsh
      Language Officer will offer support to ensure effective delivery of service.

1.5   Services provided by others

      When commissioning work from others, the Welsh Ambulance Services NHS
      Trust will ensure that contractors are aware of the requirement to comply with the
      Trust’s Welsh Language Scheme.


      Target 2 – Services provided by others
      The Welsh Ambulance Services NHS Trust will communicate the requirements of
      the Welsh 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
      Number and % of agreements monitored complying with the requirements of the
      Welsh Language Scheme.


1.6   Partnerships

      The Trust works in partnership with public bodies, organisations from the
      voluntary sector and other agencies. The Trust operates on many levels
      when working with others:

      1.6.1 when the Trust is the strategic and financial leader within a
            partnership, it will ensure that the public service provision is
            compliant with the Trust’s own Welsh Language Scheme.

      1.6.2 when the Trust joins a partnership in which another body is leading,
            the Trust’s input to the partnership will comply with the Welsh
            Language Scheme of that body and the Trust will encourage other
            parties to comply.

                                           8
         1.6.3 when the Trust is a partner in a consortium, it will encourage the
               consortium to adopt a bilingual policy. When acting publicly in the
               name of the consortium, the Trust will act in accordance with its
               Welsh Language Scheme.

         1.6.4 when the Trust 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 Trust will offer advice and support to the other
               organisations.

      When working in partnership with others, the Trust 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 contacts with the public.


2.       Dealing with the Public

2.1      Written Communication

         The Welsh Ambulance Services NHS Trust welcomes correspondence in both
         Welsh and English including letters, faxes, e-mails and text messages. This
         principle and policy will be expressed through the following:

         2.1.1 every letter received in Welsh will receive a signed reply in Welsh;

         2.1.2 the time targets will be the same when replying to Welsh letters as they are
               for replying to English letters;

         2.1.3 if the Welsh Ambulance Services NHS Trust initiates correspondence with
               an individual or organisation and the Trust is aware that that individual or
               organisation prefers to correspond in Welsh, then the language of the letter
               from the Trust will be Welsh;

         2.1.4 following a face-to-face interview or telephone call which was conducted
               through the medium of Welsh, any letter from the Trust will be written in
               Welsh;

         2.1.5 circulars and other general correspondence to the public will be bilingual;

         2.1.6 the Trust’s website is fully bilingual. We encourage the public to access the
               site.

         There will be a translation service available to fulfil these requirements and staff will
         receive detailed guidelines as to what should be done in situations which require
         the above measures, especially when staff who can communicate in Welsh are
         not immediately available.




                                                9
2.2   Telephone Communication

      The Welsh Ambulance Services NHS Trust welcomes telephone calls in Welsh or
      English.

      This principle and policy will be expressed through the following:

      2.2.1 The switchboard greeting will be bilingual. The switchboard
            operator/receptionist and any staff providing temporary relief cover or who
            are relocated will also be bilingual or will have basic language courtesy
            skills. If the caller speaks in Welsh and the telephonist is unable to continue
            the conversation in Welsh, the caller will be transferred to a Welsh-
            speaking person. If the telephonist is unable to locate immediately a
            Welsh-speaking person who can deal with the call, the caller will be given
            the choice of continuing the conversation in English or having a Welsh-
            speaking person return the call as soon as possible.

      2.2.2 Staff will be instructed that whenever a call is made directly to a particular
            department, by-passing the switchboard, the staff are to give a bi-lingual
            greeting and that a bilingual person, if available, will be asked to deal with
            any caller who wishes to continue the call in Welsh. If a suitable person is
            not available in the department, arrangements will be made to return the
            call or the caller will be given the choice of continuing the conversation in
            English.

      2.2.3 When a call has to be returned in Welsh, the Trust will ensure that it will not
            take longer than it would to return a call through the medium of English.

      2.2.4 The messages and greetings on any of the Trust’s answer phones will be
            bilingual.

      The Welsh Ambulance Services NHS Trust will ensure that key reception staff are
      aware of the procedures to follow when dealing with telephone calls from Welsh-
      speakers. A database of people who are available to deal with calls through the
      medium of Welsh will be circulated to all reception areas.

      The Control Centres that receive emergency ‘999’ calls will adopt a team
      approach when dealing with emergency calls in Welsh.


2.3   Public General Meetings

      Contributions are welcomed in either Welsh or English, at all meetings involving
      the Trust held in public (such as Board meetings, hearings and inquiries with the
      exception of committee meetings).

      2.3.1 The notices for every public meeting will be bilingual and it will be made
            clear that Welsh or English may be spoken.

      2.3.2 A simultaneous translation service will be available at all public meetings.

                                           10
         2.3.3 The Welsh Ambulance Services NHS Trust will ensure that at least one
               Welsh speaking member of staff will be present at each public meeting to
               answer any questions put forward in Welsh.

         2.3.4 All displays/information stands will be fully bilingual

         2.3.5 Bilingual staff will wherever possible also be present to welcome members
               of the public and direct them as necessary.

      2.4 Non-Public Meetings

         2.4.1 When making arrangements for private meetings with individuals or
               groups, the Trust will conduct such meetings in the language of choice.
               This will enable the Trust to make appropriate arrangements, such as
               providing Welsh-speaking staff.

         2.4.2 Bilingual arrangements will be made for every press conference.

         2.4.3 Staff who are fluent in Welsh will be encouraged to wear ‘working Welsh’
               badges indicating their ability to deal with enquiries in Welsh.

         2.4.4 The Trust also provides several non-ambulance services for the public.
               The Trust will adhere to its Welsh Language Scheme in such dealings with
               the public and other organisations. Publicity about training courses will
               make it clear that training through the medium of Welsh will be available.
               Welsh-speaking officers will also be provided for visits to Welsh-medium
               and bilingual schools as well as for any other educational activities involving
               Welsh-speaking pupils.

2.5      Other dealings with the public

         The Trust will ensure that members of the public who wish to have dealings with
         the Trust are welcome to do so in Welsh or English.

         The Welsh Ambulance Services NHS Trust will ensure that bilingual staff are
         available to attend Exhibitions and Information Stands, Open Days and
         Receptions to welcome visitors.

         Target 3 Face to face service
         The Welsh Ambulance Services NHS Trust will ensure that staff at exhibition and
         information stands, open days and receptions to welcome visitors can provide a
         basic bilingual service by January 2012. 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 reception staff will be offered training in basic
         language courtesy where necessary.

         WLI3 – Welsh Language Indicator – Face to face service
         Number and % of posts at main receptions where the Welsh language is specified
         as an essential skill and % of those filled by Welsh speakers.
                                               11
2.6   Information Technology

      The Welsh Ambulance Services NHS Trust provides services for the public in part
      by using computer systems. The Trust recognises that information technology
      also plays a key role in services which are not provided on-line.

      The public are welcome to communicate with the Trust via electronic mail in
      Welsh or English. The same measures will apply as those for written
      communication in that when a reply is required:

      2.6.1 it will be in the language of the original communication

      2.6.2 the choice of language will not incur a delay in responding

      2.6.3 electronic signatures will be bilingual

      2.6.4 out of office messages will be bilingual


         Target 4 – Information Technology
         The Welsh Ambulance Services NHS Trust will work towards implementing
         the Welsh Language Board’s Information Technology Standards in order to
         ensure that services provided for patients and the public electronically or which
         demand the use of Information Technology for their administration are
         available to the same standards in Welsh and in English by agreement with
         the Welsh Language Board.

         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.


2.7   Internet

      Any internet sites developed by the Trust will be bilingual. Information for patients
      and service users 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, we
      will aim to ensure that the documentation in both languages is placed on the
      website at the same time.

      Any written material produced by the Trust to appear on the website will be
      published bilingually. This includes, but is not confined to:
                                           12
      2.7.1 public advice on health related matters
      2.7.2 minutes and agendas of Board meetings and public meetings in Wales
      2.7.3 any other information directed at the public e.g. annual reports,
            consultation documents etc.



3.    The Organisation’s Public Face

3.1   Corporate Identity

      The corporate identity of the Welsh Ambulance Services NHS Trust will be fully
      bilingual.

      3.1.1 The Welsh Ambulance Services NHS Trust will show its name, logo,
            address and any other standard information on stationery and other goods
            bilingually.

      3.1.2 Compliment slips, fax sheets, staff badges, business and identity cards will
            be bilingual.

      Any written information on uniforms, jackets, caps etc. including badges, will be
      fully bilingual. This will be achieved as uniforms are replaced.


3.2   Signs

      Any sign, whether permanent or temporary, designed by or for the Welsh
      Ambulance Services NHS Trust will be bilingual or in both Welsh and English.

      Every sign outside or within the buildings of the Welsh Ambulance Services NHS
      Trust will be bilingual or in both English and Welsh. If the latter applies they will be
      equal in size, shape, quality and prominence. The Welsh version of the sign or
      notice will be above or to the left of the English version.

      Any signs on the Welsh Ambulance Services NHS Trust’s vehicles will be either
      bilingual or in both Welsh and English and the two languages will be treated
      equally. This will be achieved as new vehicles are manufactured.

3.3   Publishing and printing of material directed at the public in Wales

      Any printed material directed at the public will be bilingual.

      3.3.1 Every pamphlet, booklet, poster, dvd, CD, notice and circular will be
            bilingual.

      3.3.2 If the Trust is ever obliged to charge for any of its documents made
            available to the public, the price of the bilingual version will not be greater
            than the price of a single language version of the document and the price
                                            13
             of any separate Welsh version will not be greater than the price of the
             English version of the same document.

      3.3.3 The Annual Report will be bilingual.

      3.3.4 Staff will be issued with guidance for dealing with written bilingual
            publications

      Staff will be notified of translation/amendment arrangements for any information
      directed at the public in Wales.

3.4   Forms and Associated Explanatory Material

      The Welsh Ambulance Services NHS Trust will ensure that all forms,
      questionnaires etc., provided for use by the public in Wales will be bilingual. Staff
      will be notified of any specific arrangements to ensure that these are bilingual,
      including the need to enter standard information bilingually on any forms that will
      be subsequently used by a member of the public, if the language choice of the
      person concerned is not known.

      In certain cases however separate Welsh and English versions may 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 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   Press/Media

      The Welsh Ambulance Services NHS Trust will ensure that a bilingual officer will
      be available to discuss any matters with the press/media.

      All general press releases for the press in Wales will be published bilingually.

      The Trust will respond to media enquiries in the language of the initial enquiry.


3.6   Advertising and publicity activities

      The Trust will conduct advertising and publicity activities in Wales bilingually in a
      way that treats the two languages on a basis of equality.

      3.6.1. Every exhibition and public information stand will be bilingual.

      3.6.2 Publicity campaigns in the press and media will be bilingual. If it is not
            possible to print material bilingually, then the Trust will ensure that the


                                           14
             English and Welsh versions will be issued simultaneously and will be of the
             same size.

      3.6.3 Any posters or information boards prepared by the Welsh Ambulance
            Services NHS Trust will be bilingual and equal in terms of size, form,
            quality, legibility and prominence for both Welsh and English.

      3.6.4 Any patient surveys will be conducted bilingually.

      3.6.5 Staff and others involved in promoting the Trust will be issued with
            guidance on implementing the above.

3.7   Recruitment advertising

      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 Trust will:

      3.7.1 Note whether the ability to speak Welsh is desirable or essential.
            Guidance will be issued to staff on how to determine this.

      3.7.2 Refer to the fact that the Trust operates a bilingual policy.

      3.7.3 Ascertain whether applicants wish to receive further correspondence in
            Welsh or English.

      In exceptional circumstances where job vacancies are advertised in the press in
      Wales, they will be bilingual. Where Welsh is an essential requirement of the post,
      in both Welsh and UK 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 UK press, where Welsh is not an essential requirement of
      the post, the advertisement will be placed in English with a bilingual footnote
      stating the Trust’s commitment to the Welsh language.

      Recruitment and the Welsh Language Guidance produced by the Welsh
      Language Board will be incorporated in the Trust’s Recruitment Policy where
      applicable.


4.    Implementing and Monitoring the Scheme

4.1   Staffing

      The Welsh Ambulance Services NHS Trust will develop a Linguistic Skills Analysis
      which will include the following points:
                                           15
      4.1.1 Work towards ensuring that each of its offices and service groups has an
            adequate number of bilingual staff with the necessary skills to provide a
            bilingual service. The pursuit of this objective will be continuous as and
            when opportunities arise but progress will vary according to the linguistic
            profile of the location.

      4.1.2 Identify the locations and posts where the ability to speak Welsh is either
            essential or desirable and formulate team descriptions and job descriptions
            accordingly.

      4.1.3 Implement a Linguistic Skills Strategy to achieve these commitments and
            at the same time establish the number of staff who speak Welsh or who
            are learning the language and their locations within the Welsh Ambulance
            Services NHS Trust.

      4.1.4 Identify, as part of the Linguistic Skills Strategy, the skills shortfalls which
            prevent the full implementation of the Scheme and start to rectify these
            shortfalls e.g. provide training, recruit bilingual staff.




      Target 5 – Recruitment
      The Welsh Ambulance Services NHS Trust 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.

      WLI5 – 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   Learning Welsh

      The Trust will provide sufficient Welsh speakers with appropriate skills in
      appropriate posts. Welsh language skills data will be collected and will assist in
      identifying levels of Welsh language across the Trust.

       Target 6 – Language Skills
       The Welsh Ambulance Services NHS Trust 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 Welsh Ambulance Services NHS Trust is committed to supporting staff to
      learn or improve their ability to speak Welsh and will focus resources on providing
                                           16
      support in those areas or premises across Wales where Welsh is used regularly to
      communicate with Welsh speakers. The Trust will:

      4.2.1 Identify the needs and wishes of individual members of staff to learn Welsh
            through the personal development review process and the introduction of a
            Welsh language personal action plan

      4.2.2 Give priority to members of staff who come into regular contact with
            patients and the public or where there are shortfalls in respect of bilingual
            skills

      4.2.3 Develop a Welsh training link on the intranet accessible to all staff

      4.2.4 Develop informal arrangements as required by staff to provide opportunity
            for Welsh learners to practise their Welsh ie. Welsh lunch club,
            mentor/buddy system and encourage staff to speak Welsh with each other
            to assist those learning the language. The Welsh spell check and
            Windows interface will be available for staff

      4.2.5 Staff will be encouraged to recognise Welsh language skills as part of
            PDR/KSF process




             Target 7 – Language Training
             The Welsh Ambulance Services NHS Trust will increase the number of staff in its
             workplace who are able to 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, language improvement training and taster
             courses.

             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

      The Welsh Ambulance Services NHS Trust will continue to assess the
      need for specific professional training through the medium of Welsh and
      provide appropriate courses. This is an ongoing process.


4.4   Awareness Training

      All new and current members of staff will receive language awareness training
      through staff induction and the staff handbook presented to all staff. Welsh
      language awareness sessions will also be delivered across the Trust according to


                                           17
      demand and as opportunities arise. The Trust will ensure that any equality and
      customer care training also covers the issue of language of choice.

      Target 8 – Awareness Training
      The Welsh Ambulance Services NHS Trust will ensure that each new and current
      member of staff receives language awareness training as part of the induction
      programme and by following the language awareness module in the staff
      handbook.

      WLI8 – Welsh Language Indicator – Awareness Training
      Number and % of staff who have received language awareness training.

4.5   Administrative Arrangements

      The Welsh Ambulance Services NHS Trust will:

      4.5.1 Ensure that the measures in the Welsh Language Scheme carry the full
            authority of the Trust Board as they are implemented.

      4.5.2 The Welsh Language Officer will be responsible for integrating the Welsh
            elements of the service wherever that is possible within the usual
            administrative processes. The responsibilities of the officer will include:

         -   Ensuring the appropriate contribution of each department of the Welsh
             Ambulance Services NHS Trust to the Welsh Language Scheme
         -   Providing written directives and guidelines.

         Staff will have the opportunity to feedback progress or concerns regarding
         implementation of the Welsh Language Scheme via representatives on the
         Trust’s Welsh Language Implementation Group. The overall accountability for
         the Welsh Language Scheme lies with the Chief Executive with the Corporate
         Secretary assuming operational responsibility.

         The Trust will ensure that any translators employed are suitably qualified and
         skilled and provide a high quality service.

         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.

4.6   Service Delivered on Behalf of the Welsh Ambulance Services NHS Trust by
      other Parties

      The Welsh Ambulance Services NHS Trust will ensure:

      4.6.1 That contracts which deal with providing services to the public on behalf of
            the Trust are consistent with the terms of the Scheme; including services
            that are contracted out.


                                         18
      4.6.2 That written arrangements concerning the use of Welsh are prepared for
            staff dealing with agencies and contractors and that staff adhere to these.

      4.6.3 That details about the requirements regarding the Welsh language are
            included in tendering and contracting documents.

      4.6.4 Support to volunteers who provide services on behalf of the Trust ie.
            ‘Working Welsh’ material will be provided together with access to any
            guidance produced by the Trust to facilitate the delivery of a bilingual
            service

      4.6.5 That it will monitor the implementation of the Scheme by agencies and
            contractors.

4.7   Monitoring

      The Welsh Ambulance Services NHS Trust will maintain a Welsh Language
      Scheme Panel to monitor the Scheme regularly. Its duties will encompass -

      4.7.1 The organisation and delivery of services: monitoring the implementation of
            arrangements made to deliver the organisation’s services in Welsh, and
            their effectiveness; monitoring how well the organisation is encouraging
            and facilitating the use of Welsh by other parties.

      4.7.2 Planning and buying for the future: ensuring that any new policies,
            procedures or publications are consistent with providing a bilingual service
            on the basis of equality.

      4.7.3 Dealing with the public who speak Welsh: monitoring times for responding
            to Welsh correspondence, monitoring the quality of translation services,
            and monitoring the arrangements for meetings.

      4.7.4 Public face of the Welsh Ambulance Services NHS Trust: monitoring the
            use of Welsh in maintaining the corporate identity of the Trust, ensuring
            that publications, forms, signs, notices and other printed materials are
            bilingual.

      4.7.5 Staffing: monitoring the implementation of staffing and training measures
            included in the Welsh Language Scheme.

      4.7.6 Agencies and contractors: monitoring the provision of, and administration
            of, services by agencies and contractors to ensure that they are
            conforming to the terms governing the use of Welsh in their contracted
            service.

      4.7.7 Discontent: monitoring the frequency and nature of complaints regarding
            the bilingual policy and the practice of bilingualism in the services provided
            by the Trust.

      4.7.8 Timetable: Monitoring the implementation timetable for the Scheme.

                                          19
      The Trust will be:

      4.7.9 Reviewing the Welsh Language Scheme continually. The Scheme will be
            revised every three years from the date of approval from the Welsh
            Language Board.

      4.7.10 Conducting periodic opinion surveys to take the views of service users
             about the range, quality and consistency of services provided by the Trust
             in Welsh and English.

      4.7.11 Ensuring that it is possible to use the normal complaints procedure of the
             Welsh Ambulance Services NHS Trust to deal with complaints regarding
             the Language Scheme and its operation; and by consulting with the Welsh
             Language Officer.

      4.7.12 Welcoming suggestions about how to improve the Welsh language
             service, inviting members of the public to express their views and then
             responding to their ideas.

      4.7.13 Preparing an annual performance review regarding the Welsh Language
             Scheme for the Welsh Ambulance Services NHS Trust Board and the
             Welsh Language Board which describes progress in implementing the
             measures in the Scheme against the approved timetable and standards,
             and which analyses the number and nature of complaints and suggestions
             for improvements received from the public.


4.8   Publishing Information

      The Welsh Ambulance Services NHS Trust will arrange to publish information that
      will identify performance against the standards that are mentioned in the Welsh
      Language Scheme by:

      4.8.1 Publishing an annual performance review;

      4.8.2 Including a summary of the performance review in the Annual Report;

      4.8.3 Publishing the information in other documents (e.g. circulars, posters) and
            exhibiting them in public places within the offices.

4.9   Complaints

      The Welsh Ambulance Services NHS Trust welcomes all comments, concerns or
      suggestions from users, patients, members of the public and staff on the
      implementation of the Welsh Language Scheme. The Trust will refer to the Welsh
      Language Board guide, ‘Have your say about Welsh language service’ as part of
      the complaints’ process and in addition will encourage feedback regarding
      compliance with the Scheme via the feedback form on the website.


                                         20
       Should the Welsh Language Board require to undertake an investigation under
       Section 17 of the Welsh Language Act following a formal complaint, the Trust
       would be prepared to co-operate fully by providing information, reports, documents
       and/or an explanation to the Welsh Language Board.

       Anyone wishing to raise a concern or make suggestions regarding the delivery of a
       bilingual service by the Trust may contact: the National Complaints, Compliments,
       Claims and Litigation Officer at:

          Welsh Ambulance Services NHS Trust
          Trust Headquarters
          H.M. Stanley Hospital
          St Asaph
          Denbighshire
          LL17 0RS
          Concerns&Comments@wales.nhs.uk

       The Concerns and Comments Department will ensure that the Welsh Language
       Officer is aware of any concerns regarding the Welsh language and will be
       involved in any investigation of a concern with a Welsh language dimension.

          Target 9 – Complaints
          The Welsh Ambulance Services NHS Trust will deal with concerns regarding
          the implementation of this Welsh 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 Welsh
          Language Scheme and % of complaints dealt with according to the
          organisation’s standards.


5      Publicity

5.1    Publicity of Policy

       The Welsh Ambulance Services NHS Trust will:

5.1.1 Exhibit bilingual signs/posters at each office explaining how the public can deal
      with the Service in Welsh;

5.1.2 Ensure that staff and relevant agencies are familiar with the measures in the
      Welsh Language Scheme and that they implement them as necessary;

5.1.3 Adopt a standard sentence on official letters, advertisements etc. indicating that
      the Trust is working towards a bilingual service and that it welcomes
      correspondence in English or Welsh.

          Target 10 – Publicity
          The Welsh Ambulance Services NHS Trust will promote specific activities provided
                                          21
   through the medium of Welsh so that Welsh speakers may choose to use them.

   WLI10 – Welsh Language Indicator – Publicity
   Call centres and telephone lines – number and % of Welsh calls per service.
   Online services – number and % use of Welsh service.


If you require this information in an alternative format – such as audio, large print
or Braille please contact us at:

Welsh Ambulance Services NHS Trust
Trust Headquarters
H M Stanley Hospital
St Asaph
Denbighshire
LL17 0RS
Tel: 01745 532900




                                     22
5.2 Implementation Timetable
     Ref. Target                              Implementation/   To be actioned by:
                                              completion date
 1    1    Adopt all measures in the          July 2011         All Managers/Welsh
           Welsh Language Scheme                                Language Officer
2    4.5   Publish written guidelines for     December 2010     Welsh Language
           all staff/others providing                           Officer/Communications
           services on behalf of the Trust                      Team
3    1.1   Monitor mainstreaming of           July              Welsh Language
           Welsh language as part of          2011/Annually     Officer/Equalities and
           Equality Impact Assessment                           Development Officer
4    2.7   Monitor the Trust’s Website        Quarterly         Communications
                                                                Team/Web Team/Welsh
                                                                Language Officer
5    2.2   Provide guidelines for staff on    October           Welsh Language
           answering the telephone            2010/annually     Officer/Welsh
           bilingually                                          Champions/Customer Care
                                                                programme
6    2.3   Promote use of simultaneous        September         Corporate Secretary/Welsh
           translation facility at            2010/quarterly    Language Officer
           Board/other public meetings
7    2.6   Promote use of Welsh spell         October           Welsh Language
           check and encourage use of         2010/annually     Officer/Welsh Champions/
           Welsh in the workplace                               Communications Team
8    4.2   Encourage more staff to            Annually          Welsh Language
           volunteer as Welsh                                   Officer/Communications
           Champions to raise awareness                         Team
           and support colleagues in
           meeting the Trust’s objectives
9    4.2   Welsh training – evaluate          January 2011      Welsh Language
           current opportunities/options                        Officer/Education&Training
           available/CPD credits for                            Department
           learning Welsh
10   3.2   Ensure all permanent and           Quarterly         Welsh Language
           temporary signage are                                Officer/Estates/Welsh
           bilingual/Welsh/English                              Champions
11   3.7   Recruitment matrix/adoption of     September         HR Directorate/All
           Welsh Language Board               2010              managers
           Guidance on Recruitment and
           the Welsh Language
12   4.1   Conduct a linguistic skills        Annually          Workforce planning/Welsh
           analysis to provide information                      Language Officer
           on the number of Welsh
           speakers within the Trust.
           Statistics relating to new staff
                                              23
           to be collected from application
           form
13   1.1   Identify further opportunities to   July 2011       PMD/PiH/Managers/Welsh
           record patients/service users’                      Language Officer
           language of choice through
           clinical/health information
           systems
14   4.9   Complaints – ensure lessons         January 2011    Welsh Language
           learnt are publicised across                        Officer/Complaints
           the Trust and promote
           feedback facility on the Trust’s
           website
15   4.7   Engage and consult with         Quarterly           Partners in healthcare/Multi
           service users and the public on                     Channel Access
           the delivery of a bilingual                         Team/Welsh Language
           service                                             Officer
16   4.7   NHSDW – monitor impact of    March 2011             NHSDW Welsh Action Plan
           ‘Mae Gen Ti Ddewis’ campaign                        Group/Welsh Language
           by the Welsh Language Board                         Officer
           on delivery of service/Welsh
           plan
17   1.6   Provide support and             April 2011          Welsh Language
           assistance to Community First                       Officer/Communications
           Responder Schemes to ensure                         Team/First Responder
           they are able to communicate                        Managers
           with patients in their language
           of choice
18   4.2   PDP/KSF (Core 1+6)–                 September       All Managers/Education and
           encourage incorporation of          2010/annually   Training/Welsh Language
           Welsh Language Personal                             Officer
           Action Plan
19   1     Patient’s experience –              Annually        Partners in Healthcare/Multi
           encourage Welsh speaking                            Channel Access
           patients/service users to                           Team/Welsh Language
           contribute to digital stories                       Officer
           through promotional flyers
20   4.4   Welsh Road Shows to raise           Annually        Welsh Language
           awareness/support staff/share                       Officer/Welsh Champions/
           good practice/concerns                              Communications Team
21   4.4   Production of Welsh language        April 2011      Welsh Language Officer
           toolkit to facilitate delivery of
           Welsh Language Scheme
22   4.4   Promote greater use of Welsh                        Welsh Language
           in the workplace as a business                      Officer/Welsh Champions
           language and language of
           communication where

                                               24
           practicable and encourage
           Welsh speakers to support
           learners
23   4.7   Prepare annual monitoring          Annually     Welsh Language
           report for the Trust and Welsh                  Officer/distribution of
           Language Board                                  compliance form to all
                                                           managers
24   1     Staff Awards – introduce           April 2011   Welsh Language
           category to recognise greatest                  Officer/Communications
           efforts to promote delivery of a                Team
           bilingual service




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