Welsh Ambulance Services NHS Trust
Welsh Language Scheme
Prepared in accordance with the
Welsh Language Act 1993
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
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
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
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
Provision of ambulance cover at specified public events
The planning and co-ordination of the Ambulance Services’ response to major
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
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.
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
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
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
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.
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
Number and % of new policies and initiatives subject to language impact
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
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
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.
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.
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
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
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
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.
2.2 Telephone Communication
The Welsh Ambulance Services NHS Trust welcomes telephone calls in Welsh or
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
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
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.
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
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.
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
Following assessment using the Welsh Language Board’s bilingual software
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:
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
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
3.1.2 Compliment slips, fax sheets, staff badges, business and identity cards will
Any written information on uniforms, jackets, caps etc. including badges, will be
fully bilingual. This will be achieved as uniforms are replaced.
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
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
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
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
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
English and Welsh versions will be issued simultaneously and will be of the
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
4. Implementing and Monitoring the Scheme
The Welsh Ambulance Services NHS Trust will develop a Linguistic Skills Analysis
which will include the following points:
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
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
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
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
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
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
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
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
4.6 Service Delivered on Behalf of the Welsh Ambulance Services NHS Trust by
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.
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
4.6.5 That it will monitor the implementation of the Scheme by agencies and
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
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
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.
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
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
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.
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.
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
H.M. Stanley Hospital
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
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
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
H M Stanley Hospital
Tel: 01745 532900
5.2 Implementation Timetable
Ref. Target Implementation/ To be actioned by:
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
5 2.2 Provide guidelines for staff on October Welsh Language
answering the telephone 2010/annually Officer/Welsh
bilingually Champions/Customer Care
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
10 3.2 Ensure all permanent and Quarterly Welsh Language
temporary signage are Officer/Estates/Welsh
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
to be collected from application
13 1.1 Identify further opportunities to July 2011 PMD/PiH/Managers/Welsh
record patients/service users’ Language Officer
language of choice through
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
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
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
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
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
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
practicable and encourage
Welsh speakers to support
23 4.7 Prepare annual monitoring Annually Welsh Language
report for the Trust and Welsh Officer/distribution of
Language Board compliance form to all
24 1 Staff Awards – introduce April 2011 Welsh Language
category to recognise greatest Officer/Communications
efforts to promote delivery of a Team