Welsh Language in Health, Social Services and Social Care Conference & Awards 2015

Providing better care for a bilingual nation

Venue Cymru, Llandudno Thursday 2 July 2015

1 “ I am determined that we will maintain our commitment in this area as we make a real difference to the day to day lives of Welsh speakers across Wales. We must therefore continue to work together to ensure that the principles of ‘More than just Words…’ are translated into direct improvements in the experience of Welsh-speaking patients across our NHS and Social Services and make further progress in the coming year.”

Mark Drakeford AM, Minister for Health and Social Services.

2 Contents

Minister’s Foreword 4

Programme 5

Biographies – Conference Host & Speakers 6

The Workshops 10

The Awards - 2015 Categories 12

The Awards – Judging Panel 14

The Awards – Nominations 16

Minister’s Special Award 28

Exhibitors 29

Review of the 2014 Conference & Awards 35

3 Minister’s Foreword

It gives me great pleasure to welcome you today to Venue Cymru and to the fourteenth annual Welsh Language in Health, Social Services and Social Care Awards.

There is a full day ahead of us between the various speakers, workshops and award ceremonies. The awards are a testament to the outstanding achievements of individuals and teams who work within the Health and Social Services sectors. I would like to take this opportunity therefore to congratulate all the nominees and winners for their achievements and contributions. I’m sure that everyone is looking forward with me to learn more about today’s prize-winning initiatives.

More than just words is now in its third year and I am pleased to see that it is helping to make a difference to service users who choose or need to receive their care in Welsh. We can see from the information collected on its implementation so far that we have a real commitment to achieving change, and we will shortly be developing a follow on strategy.

Last year the Welsh Language Commissioner published her report on her inquiry into primary care. The Welsh Government is determined to deliver high quality health and social care services which respond to people’s needs, including language. I am committed therefore to responding positively to the Welsh Language Commissioner’s recommendations and will monitor their implementation. Her report will complement our strategy by informing future actions.

I’m sure that you will find the day worthwhile and please take advantage of the opportunity to socialise and network, to share ideas and good practice, as well as visiting the exhibitors’ stands.

If we learn from today the importance of asking patients and service users not just ‘what is the matter with you?’ but also ‘what matters to you?’ we will have taken a big step forward.

Mark Drakeford AM Minister Health and Social Services

4 Programme

9:00 Registration Opens 11:15 Workshops (Session 1)

9:15 Exhibitions / Tea / Coffee 12:15 Lunch

9:30 Welcome and Introductions 13:15 Workshops (Session 2) Conference Host: Bethan Jones Parry 14:15 Presentation of Awards 9:35 Plenary Session • Dr Andrew Goodall, Director 15:00 Break – Tea / Coffee General Department for Health and Social Services, Welsh Government 15:15 Plenary Session and Chief Executive NHS Wales • Professor Christine James, Academi • Marian Wyn Jones, Independent Hywel Teifi, Swansea University Board Member, Betsi Cadwaladr and Archdruid of Wales University Health Board • Dr David Samuel, Specialist Registrar, • Professor Jean White, Hywel Dda University Health Board Chief Nursing Officer / • Meri Huws, Welsh Language Nurse Director for NHS Wales Commissioner • Albert Heaney, Director of Social Services and Integration, 15:35 Question and Answer Session Welsh Government Chair: Bethan Jones Parry

10:05 Question and Answer Session 15:45 Minister’s Speech Chair: Bethan Jones Parry Presentation of Minister’s Special Award 10:25 Presentation of Awards 16:00 Close 11:00 Break – Tea / Coffee

5 Biographies – Conference Host & Speakers Conference Host – Bethan Jones Parry Bethan Jones Parry has been associated with this conference for well over a decade. Her roots are in Eifionydd and Dyffryn Nantlle in North Wales and she studied law and journalism in the University of Wales Colleges in Aberystwyth and Cardiff before going on to be one of the first newscasters on S4C. She was primarily responsible for setting up the first ever journalism courses through the medium of Welsh while lecturing at the Normal College and then at the University College of Wales in Bangor. On leaving the University she was appointed Head of Press and Public Relations for North Wales Police, Manager of the Kate Roberts Heritage Centre in Rhosgadfan and Director of the Welsh Language Programme at the Tŷ Newydd National Writers Centre in Llanystumdwy. She recently gained a Masters degree in Creative Writing in Welsh from Bangor University and now lectures and broadcasts regularly, chairs a working group on the effect of building Wylfa Newydd on the Welsh language and culture on Anglesey and co- ordinates a bid to gain World Heritage Status for the slate industry in Gwynedd. Speakers – Morning Dr Andrew Goodall Director General Department for Health and Social Services, Welsh Government / Chief Executive NHS Wales Dr Andrew Goodall is the Director General Department for Health and Social Services in the Welsh Government / Chief Executive, NHS Wales and has been in post since June 2014. Prior to his appointment, Andrew was a NHS Chief Executive in Wales for 9 years, the most recent post being that of Chief Executive of Aneurin Bevan University Health Board, a position held since the Health Board’s inception in October 2009. Over the last 23 years of his career, Andrew has held planning and operational positions across a number of NHS organisations across South Wales. He has particular areas of interest in improving patient safety and the patient experience; partnership working across Public Services including a particular focus on integration; and delivering frontline services through service improvement and modernisation. Whilst Chief Executive of Aneurin Bevan University Health Board, Andrew led on a number of NHS issues, including unscheduled care and service configuration in South Wales. Additionally over a 3 year period, Andrew chaired the Effective Services for Vulnerable Groups work stream for the Welsh Government covering broader public services. 6 Marian Wyn Jones Independent Board Member, Betsi Cadwaladr University Health Board Marian is the former Head of Centre for the BBC in North Wales, a role which she carried out for fifteen years. An award winning journalist and documentary maker, she has worked on a wide variety of Radio and TV programmes in Wales and on the Network in a hugely successful broadcasting career which spanned three decades. A fluent Welsh speaker, she was brought up at Tywyn, Gwynedd. She graduated at Aberystwyth University and began her Journalistic career as a Graduate News Trainee with the BBC in London. Marian is currently working as a Media Consultant and is involved with a number of charities and Public organisations. She is a member of the Snowdonia National Park Authority, a member of the Arts Council of Wales, a Director of the renowned William Mathias Music Centre, and a former Council member of Bangor University. She lives in Caernarfon with her husband and two children. Music, and opera in particular has always been a passion of hers and she plays the piano for relaxation!

Professor Jean White Chief Nursing Officer (Wales)/Nurse Director NHS Wales Jean White was appointed as Chief Nursing Officer for Wales in October 2010. Welsh by birth, she trained as a general nurse in Swansea and practised as a theatre nurse in Wales and London. Jean has held positions in nurse education, at the Welsh National Board, Health Professions Wales and Welsh Government. Jean has worked with a number of European Governments and is currently an expert adviser to WHO European Region. Jean is an Honorary Visiting Professor to the School of Nursing and Midwifery Studies, Cardiff University and a Trustee of the Florence Nightingale Foundation. She was made Fellow of Swansea University in January 2013 and Fellow of Bangor University in July 2014.

7 Albert Heaney Director of Social Services and Integration, Welsh Government Albert Heaney is the Director of Social Services and Integration in Wales for the Welsh Government. Currently, Albert is a member of the Minister for Health and Social Services Partnership Forum and Chair of the National Social Services Leadership Group. He is a member of the Family Justice Board and Chair of the Family Justice Network Wales. Prior to this post, Albert was the Corporate Director Social Services for Caerphilly County Borough Council leading on Children’s and Adults Services with over 25 years’ experience in Social Care; having held roles in Social Services, Health and the Voluntary Sector. He previously worked for the NSPCC covering South and West Wales.

Speakers – Afternoon

Professor Christine James Academi Hywel Teifi, Swansea University and Archdruid of Wales Originally from Tonypandy in the Rhondda Valley, Christine grew up in an English speaking household and learnt Welsh as a second language as a pupil in Porth Grammar School for Girls. She gained a first class honours degree in Welsh at Aberystwyth University, before going on to earn a PhD in the Laws of Hywel Dda. She is now a Professor at Academi Hywel Teifi in Swansea University, and lives in Cardiff. Christine was ordained as a member of the Gorsedd of Bards in 2002 and was nominated by the Board of the Orsedd to be Archdruid of Wales for the period 2013-16. She was inaugurated as Archdruid in Carmarthen, in 2013, during the Proclamation Ceremony of the National Eisteddfod of Carmarthenshire.

8 Dr David Samuel Specialist Registrar, Hywel Dda University Health Board Dr David (Dai) Samuel hails from Merthyr Tydfil and attended Welsh medium education in Santes Tudful Primary school, before going to study at Ysgol Gyfun Rhydywaun, Aberdare. He was successful in obtaining a place at University Wales College of Medicine (UWCM) and graduated in 2008 with Honours and distinction. He undertook foundation doctor posts in Merthyr before working in Cardiff and Caerphilly. He successfully obtained a training post in Gastroenterology in 2012 before being selected as a Welsh Clinical leadership-training fellow. He is currently a specialist registrar in Gastroenterology, working in Glangwili Hospital, Carmarthen. He is married and has two children, with another child due in September. Away from work he enjoys being team doctor for his local rugby team, Merthyr RFC and still enjoys singing when time, work and family allow.

Meri Huws Welsh Language Commissioner Born in Carmarthenshire, she was educated at Fishguard High School, and went on to study law at the University of Wales, Aberystwyth, and a higher degree at the University of Oxford, where she studied to be a social worker. She started her career as a social worker in Caernarfon. Between 1984 and 1997 she lectured at the Normal College in Bangor and in Newport University. For two years she worked at the Academic Office in Dublin City University, and between 1999 and 2012 she was Deputy Vice Chancellor at Bangor University and then at University of Wales Trinity Saint David. She was Chair of the Welsh Language Board from 2004-2012. She is the first Welsh Language Commissioner and she started in the role in April 2012.

9 The Workshops 1. User experiences– Welsh Language Commissioner workshop During this workshop, information will be shared concerning the Commissioner’s powers to investigate the various kinds of complaints received at present and in future when the Welsh Language Standards become operational. Officials will also confirm how service users can submit a complaint if they do not receive a service in Welsh. Examples of recent instances originating from the health sector will be provided. The Commissioner has held a number of public events throughout Wales recently in order to promote new materials, and to raise awareness of her powers. There will be an opportunity in the workshop to see some of these new materials, and to hear some of the main messages of Welsh language users which have emerged during recent events. Finally, the Commissioner recently held checking exercises (in the form of a mystery shopper) in order to glean information on the experiences of Welsh language users and some of the initial findings will be used in the workshop.

2. A session led by Aled Lewis Evans discussing ways of making the Welsh language a natural component in the workplace and the role of course attendees in this. A discussion on the success of an initiative in Wrexham – Canolfan Saith Seren, which offers regular Welsh language activities to learners in an informal setting. Listening to people’s experiences in their work context, and attempting to formulate firm proposals on promoting the Welsh language in the workplace. Discussion on how to achieve this. A practical component also for beginners’ level and a higher proficiency level to boost confidence. A question and answer session / further discussion.

3. Social Services and Well-Being Act (Wales) 2014 and More Than Just Words Officials from the Welsh Government’s Social Services and Integration Directorate and the Care Council for Wales will present a workshop which will look at the Social Services and Well-Being Act (Wales) and how the principles of More Than Just Words can be integrated into its implementation. The Act will become law from April 2016 and will change the way in which social services work, introducing some fundamentally important changes: • transforming the way in which social services are provided, encouraging people to be independent and giving them a stronger voice and greater autonomy • giving more consistency and clarity to people who use public services, their carers, local authority 10 staff and their partner organisations, the courts and the judiciary, • promoting equality, improving service quality and the provision of information for people • encourage a new focus on prevention and early intervention

The act promotes integration between the health and social services sectors and includes a number of duties specifically imposed on Local Health Boards and NHS Trusts. Staff who provide care and support will need to understand what the new arrangements will mean for them. The workshop will afford an opportunity to investigate these issues with attendees within the context of More Than Just Words.

4. Use of supporting resources to implement More Than Just Words by encouraging staff skills This workshop is led by the Care Council for Wales, and will look at how supporting resources can be used to implement More Than Just Words by encouraging staff skills. The workshop will look at the various types of resources available to encourage less confident speakers to speak Welsh. This will include looking at both technological and more traditional resources – some specific to the sector and others, albeit more general, of use in the workplace

5. Developing bilingualism in North Wales Police, Meic Raymant, Head of the Welsh Language Services Department, North Wales Police, [this workshop is a morning session only] The presentation will refer to the action North Wales Police have taken to develop bilingualism and how this contributes to its policing style. It will include a reference to the role of leadership and language strategy in introducing linguistic change within the organisation. The focus will be on the Police arrangements to treat proficiency in the Welsh language as a skill and the linguistic requirements which have been established as part of its Welsh Language skills policy when appointing and promoting staff. The importance of raising the staff’s linguistic awareness and the provision of language training courses to enhance staff proficiency and confidence in the use of Welsh will also be highlighted. Specific initiatives will be referred to in order to encourage greater use of Welsh internally as well as the promotion of bilingual workplaces in the Police. Although the experience of North Wales Police will be the main focus, those attending the workshop will be able to learn from this experience and also discuss how it could be applied in organisations in the area of health and social services.

11 The Words into Action Awards 2015 Categories Awards will be presented to the winners of the following categories:

1 Work done with priority groups a) Families, children and young people b) Older people c) Mental health service users d) People with learning difficulties including speech and language therapy

2 Innovative practice in primary care responding to patients’ need for a bilingual service

3 Education and training which increase the capability / confidence of the workforce to provide Welsh language services

4 Working in partnership

5 Care based on the ‘Active Offer’

6 Leadership, Commitment and Innovation in Senior Management

7 Technology and the Welsh Language

8 Welsh Learner of the Year a) Welsh Learner of the Year for less than 2 years b) Welsh Learner of the Year for more than 2 years c) Supporting Learners

9 Exceptional commitment to providing Welsh language services a) in the NHS b) in social services / social care

10 Minister’s special award for the best overall nomination

12 13 The Awards – Judging Panel Professor Christine James Academi Hywel Teifi, Swansea University and Archdruid of Wales Originally from Tonypandy in the Rhondda Valley, Christine grew up in an English speaking household and learnt Welsh as a second language as a pupil in Porth Grammar School for Girls. She gained a first class honours degree in Welsh at Aberystwyth University, before going on to earn a PhD in the Laws of Hywel Dda. She is now a Professor at Academi Hywel Teifi in Swansea University, and lives in Cardiff. Christine was ordained as a member of the Gorsedd of Bards in 2002 and was nominated by the Board of the Orsedd to be Archdruid of Wales for the period 2013-16. She was inaugurated as Archdruid in Carmarthen, in 2013, during the Proclamation Ceremony of the National Eisteddfod of Carmarthenshire.

Dr David Samuel Specialist Registrar, Hywel Dda University Health Board Dr David (Dai) Samuel hails from Merthyr Tydfil and attended Welsh medium education in Santes Tudful Primary school, before going to study at Ysgol Gyfun Rhydywaun, Aberdare. He was successful in obtaining a place at University Wales College of Medicine (UWCM) and graduated in 2008 with Honours and distinction. He undertook foundation doctor posts in Merthyr before working in Cardiff and Caerphilly. He successfully obtained a training post in Gastroenterology in 2012 before being selected as a Welsh Clinical leadership-training fellow. He is currently a specialist registrar in Gastroenterology, working in Glangwili Hospital, Carmarthen. He is married and has two children, with another child due in September. Away from work he enjoys being team doctor for his local rugby team, Merthyr RFC and still enjoys singing when time, work and family allow.

14 Melanie Minty Policy Adviser, Care Forum Wales Melanie is the South Wales policy officer for Care Forum Wales, the main professional organisation for the independent health and social care sector. She joined CFW in March 2012 following a 24 year career in the public sector, which included 14 years at the Public Guardianship Office in London and 10 years as part of the senior management team at Newport Passport Office. She has a background in administration, communications, leadership,

Dr Dyfed Rowlands Welsh Language Policy Unit Manager Born in London and brought up in Carmarthen, Aberystwyth and Dyffryn Nantlle, Dyfed was awarded a doctorate in Welsh literature from the University College of Wales, Aberystwyth in 1998. He was then appointed as a research fellow at the University of Wales’ Centre for Advanced Welsh and Celtic Studies where he worked on a project editing Welsh poetry of the period 1282-1525. Then, having worked for Carmarthenshire County Council, he moved to Cardiff and worked in various posts in the National Assembly for Wales and the Welsh Government. He was appointed to this current role of Manager of the Welsh Language Policy Unit in the Department for Health and Social Services in 2008.

15 The Awards – Nominations 1 Work done with priority groups

a) Families, children and young people ‘Super Blood’ leaflet – Welsh Blood Service As a way of ensuring that young children understand what a blood transfusion is, this group created a bilingual leaflet specifically targeted at youngsters. This leaflet includes the character ‘Super Blood/Gwaed Gwych’ to befriend the child and to explain the blood transfusion process. School Wall Hangings Poster Campaign – Cwm Taf University Health Board As a part of a plan to educate the public about the dangers of stockpiling medicines at home and the importance of using prescribed medicines properly, this team held education sessions for pupils in Year 5 and 6 in Welsh medium schools. Wall hangings were designed by the pupils and these were turned into posters to promote the dangers associated with misusing medicines. ‘Babi a Fi’: Mother and Baby Group – Hywel Dda University Health Board This group involves regular bilingual sessions for infants and their parents where the parents learn about the importance of bilingualism in children. As a result of attending the sessions, the parents feel more confident in speaking Welsh with their children. Getting the lowdown – An Emotional Wellbeing Resource for Primary and Secondary Schools, Hywel Dda University Health Board As a way to help health and education sector workers to teach children and young people about mental health problems and emotional wellbeing, this resource was developed. The resource includes teaching plans, external resources and a DVD. The DVD is separated to a section for primary school children and a section for secondary school pupils, and deals with mental health problems and emotional wellbeing in a way that’s easy to use and including professional presenters and children acting – and all in Welsh. The resource is being rolled out to all Pembrokeshire schools as well as having been made available to schools in Newport and Cardiff. May I join you? – Derwen: Integrated Team for Disabled Children, Betsi Cadwaladr University Health Board / Gwynedd Council This team created a resource to help parents of children with communication problems (such as autism) and non-specialist workers who care for these children. The resource includes a resource book to use with children during play, an information booklet, and a DVD. This innovative Welsh language resource demonstrates simple practical strategies that can be used to encourage young children to communicate.

16 Gwynedd Healthy Schools Scheme and Healthy and Sustainable Pre-school Scheme Public Health Wales Work done with priority groups The team provides support, training, documents and resources in Welsh and ensure that the schemes contribute towards promoting and safeguarding the health and welfare of children, young people, families and communities, schools and pre-school settings effectively and successfully. Although these schemes aren’t new, what does break new ground is the provision of everyday work that ensures users of these schemes obtain the service in the language of their choice. The project insists that all officers of both schemes are fluent in oral and written Welsh so as to support them in their language of choice. This is identified as one of the main criteria in the staff recruitment process.

b) Older people

Cymorth Llaw Ltd - Welsh language teaching programme for Home Care Workers To ensure that this company’s service users can receive their home care services in Welsh, this group created a 12 week Welsh language course for non-Welsh speaking staff.

Monmouthshire County Council Welsh Language and Social Care Team In response to the needs of an elderly care home resident with dementia who could not communicate properly in English, an action plan was created to meet the resident’s care needs. As part of the plan, Welsh language training was devised for the resident’s carers and local Welsh volunteers were recruited to come and speak to the resident.

Memory Clinic Passport – Hywel Dda University Health Board To ensure that vulnerable patients with psychological problems can receive psychology services in their first language, a ‘Memory Clinic Passport’ was created to offer a handbook including a step-by-step guide and information about being referred to the Memory Clinic. The ‘Passport’ includes contact details for individuals in the health and third sectors who can offer help, space to record information about appointments and a diagnosis – all in Welsh.

Ward B2 Ysbyty Cwm Rhondda – Cwm Taf University Health Board To answer the demand for Welsh services by patients, a ward was created in this hospital with delivering Welsh language services as its goal. The ward is staffed by clinical staff with Welsh language skills and the ‘Iaith Gwaith’ materials are used extensively. After a successful period as a pilot, this ward has since been made a permanent element of healthcare provision and hard work is being done to promote the ward.

17 Foxtroy House Residential Home, Bridgend As a result of reading the ‘More than just words…’ strategy, this residential home for the elderly became aware of the need to make an action plan to deliver the ‘active offer’. Welsh language sessions called ‘Gofalu yn Gymraeg – Caring in Welsh’ were organised in the residence in answer to the residents’ need for Welsh language services. The sessions include discussions about Welsh culture, Welsh bingo, singing Welsh hymns and many other activities including the Welsh language. After the residents’ sessions, staff training sessions are held to ensure that staff can deliver Welsh language services.

c) Mental health service users

Cognitive Assessment Toolkit – Bangor University Considering the importance of early diagnosis of mental health problems to a patient’s care, the use of standard measures in a language which isn’t the patient’s first language can lead to a diagnosis which may negatively affect a patient’s treatment. As mental health problems (such as dementia) can affect the ability of patients to use their second language (in particular as the illness progresses), it was vital to have these standard measures in Welsh for Welsh speaking patients. The Alzheimer Society’s Cognitive Assessment Toolkit was translated by this group and three standard measures were linguistically certified. As a result, Welsh speaking patients can be assessed in Welsh wherever appropriate.

d) People with Learning Difficulties including Speech and Language Therapy

Speech and Language Therapy Team (Adults) – Hywel Dda University Health Board To ensure bilingual information on and provision of speech and language therapy for adults with communication and swallowing difficulties, this group translated therapy resources from English to Welsh. As a result, Welsh speaking patients can receive input in their chosen language.

May I Join You? – Derwen: Integrated Team for Disabled Children, Betsi Cadwaladr University Health Board / Gwynedd Council This team created a resource to help parents of children with communication problems (such as autism) and non-specialist workers who care for these children. The resource includes a resource book to use with children during play, an information booklet, and a DVD. This innovative Welsh language resource demonstrates simple practical strategies that can be used to encourage young children to communicate.

18 2 Innovative practice in primary care responding to patients’ need for a bilingual service Partners in Healthcare Team, Welsh Ambulance Services NHS Trust This team created a bilingual video to make sure that individuals all across Wales know when to use the 999 service.

Meddygfa Teifi Surgery, Llandysul After conducting a survey of the practice’s patients, an action plan was created to increase the practice’s provision of Welsh language services. Part of the plan included encouraging staff to use their Welsh or to learn Welsh, and a new computer system was developed to record patients’ language choice and whether or not interpretation arrangements were needed for those patients’ clinical referrals.

Tregaron Surgery Flu Campaign 2014 To raise awareness of the need to immunise against flu, this surgery developed an immunisation campaign with the Welsh language playing a key role. Posters, adverts and leaflets were developed in Welsh, as well as holding presentations and talks by doctors in Welsh. In addition, Welsh-speaking staff were available for each flu clinic.

Education and training which increase the capability / confidence of the workforce to provide 3 Welsh language services Language Champions Project – Bangor University As leadership has such an important role in developing the provision of Welsh language services, this pioneering project’s aim is to establish individuals as Champions for the Welsh language within the School of Healthcare Sciences in Bangor University. After the Champions receive tailor made training, they work to raise the profile and effect of matters affecting the Welsh language within health services and local learning institutions.

Apps the way to do it – Cwm Taf University Health Board Through working to increase the provision of Welsh language services in the health sector, this project worked on encouraging staff to learn Welsh through using apps and other online learning resources. This team created posters to promote the apps available for smart phones and tablets to learn Welsh, and an information leaflet about the benefits of distance learning. The poster also includes QR codes to make finding the resources easier. In addition, the group also created a Facebook group: ‘Clwb Cymraeg Cwm Taf’ to encourage networking amongst Welsh speakers and Welsh learners in the Board and to help in organising ‘Welsh Buddy’ sessions to practise language skills face to face.

19 Welsh Language Bookmark Initiative – Cwm Taf University Health Board To raise awareness amongst Health Board staff as to the importance of providing bilingual services to patients, a bookmark was developed with a QR code. The code can be scanned from a smartphone or tablet to easily and conveniently access information and useful documents about providing bilingual services. The bookmarks are distributed during induction days for new staff and in Welsh language awareness sessions.

Rho Gynnig Arni/Give it a Go Poster – Hywel Dda University Health Board As a way of developing the workforce’s ability to speak Welsh, a poster was developed by the Health Board’s Welsh Language Unit. The poster includes medical vocabulary and useful phrases for healthcare staff such as simple greetings. In addition, the poster also includes advice for staff to help them pronounce words properly.

Taste of Welsh workshops – School of Healthcare Sciences, Bangor University In order to raise awareness of the importance of the Welsh language in healthcare and to promote the opportunities available as part of the nursing programme to prepare students to provide bilingual services, this initiative involved holding workshops for new nursing students at the University. The workshops were held during welcome week and were targeted at all students, both Welsh speakers and non-Welsh speakers.

Cartref oddi Cartref/Home from Home Training Film – Re-live in partnership with the Care Council for Wales This Group developed a training film aimed at all new social care workers in Wales. The film looks at the story of a woman with dementia who can only communicate in Welsh, and her carer who has to use her Welsh even though she has not practised since school. The film explores good and bad practice when dealing with people living with dementia and helps social care workers to understand the benefits to service users’ health and wellbeing when care is delivered in their first language.

Foxtroy House Residential Home, Bridgend As a result of reading the ‘More than just words…’ strategy, this residential home for the elderly became aware of the need to make an action plan to deliver the ‘active offer’. Welsh language sessions called ‘Gofalu yn Gymraeg – Caring in Welsh’ were organised in the residence in answer to the residents’ need for Welsh language services. The sessions include discussions about Welsh culture, Welsh bingo, singing Welsh hymns and many other activities including the Welsh language. After the residents’ sessions, staff training sessions are held to ensure that staff can deliver Welsh language services.

20 Easy as ABC: Welsh at a glance – Rhiannon Davies, Aneurin Bevan University Health Board To assist staff in delivering an ‘active offer’ to patients, a booklet was developed to stand on desks which includes phrases and words which are often used by staff. Each booklet is tailored to the needs of each specific department to ensure that the resource is accessible and relevant. An objective of the project is to ensure that staff can practise their Welsh in a work situation and to build on their skills over time so that they don’t lose them. To increase the staff’s confidence in their Welsh language skills and to avoid them worrying about pronunciation of words, advice on pronunciation is included in the resource.

4 Working in partnership Menus Count Website – Torfaen County Borough Council Torfaen Council have developed a menu planning system to be used in Nursing and Residential Homes throughout the borough. The website with its guidance and support on core catering issues and 300 recipes that meet a minimum nutrition standard is all available in Welsh. This active offer in Welsh and English will allow residents of nursing and residential homes to choose a balanced diet.

Gyda’n Gilydd Service, the Gyda’n Gilydd Team – Gwynedd Council The Gyda’n Gilydd Team has brought together Betsi Cadwaladr University Health Board, Barnados, Citizens Advice and Gwynedd Council’s Early Years Unit to provide a wide range of preventative services to families in Gwynedd. Central to this service is the ability to provide a completely bilingual service with the family leading on which language they wish to receive the service.

Mouth Cancer Action Month collaboration between the Dental Public Health Team, Public Health Wales and the British Dental Health Foundation. The British Dental Health Foundation produces promotional material for this UK-wide campaign, but in English only. The Dental Public Health Team at Public Health Wales contacted this charity to discuss how the campaign poster could be developed for use in Wales. Collaboration of the two organisations led to a bilingual version of the official campaign poster being created. Posters were distributed free of charge to GP surgeries, dental practices, hospitals etc. for display in public spaces.

21 Denbighshire Single Point of Access – Partnership between Denbighshire County Council and Betsi Cadwaladr University Health Board including the British Red Cross. Denbighshire has developed an integrated model of community service, which has at the centre of the model a new, effectively co-ordinated single point of access (SPoA), single point of assessment and core co-ordination for preventative and rehabilitation work for adults across Denbighshire. Upon contact, the SPoA Team will gather information in the preferred option of Welsh or English to identify what outcomes need to be achieved; discuss what solutions could be found and who may be able to help to meet those outcomes. For the caller to be able to speak directly to a Welsh speaker at the first point of contact is breaking new ground in terms of offering bilingual partnership services for both health and social care.

School Wall Hangings Poster Campaign – Cwm Taf University Health Board As a part of a plan to educate the public about the dangers of stockpiling medicines at home and the importance of using prescribed medicines properly, this team held education sessions for pupils in Year 5 and 6 in Welsh medium schools. Wall hangings were designed by the pupils and these were turned into posters to promote the dangers associated with misusing medicines.

An online bilingual cancer information resource, developed by patients for patients – The North Wales Cancer Network Patient Forum (www.northwalescancerforum.co.uk) The North Wales Cancer Network Patient Forum is a voluntary group of people affected by cancer. The Forum, comprising cancer patients and carers, works in close partnership with the Cancer Network, the Betsi Cadwaladr University Health Board, local authorities and numerous third sector organisations. Forum members developed an innovative website specifically designed to signpost people affected by cancer in North Wales to the wide range of community based sources of information and support. From the outset, the Forum was committed to making the resource fully bilingual; promoting equality for the high proportion of people in the region whose first language is Welsh.

Anglesey Foster Carers Newsletter developed by Llinos Parry, Anglesey Council’s Foster Carers Recruiting Officer As part of her work Llinos has produced a bilingual newsletter of a high standard. The bilingual newsletter is acknowledged as being key to support and maintain carers in Anglesey. She also conveys clearly the message that the Fostering Service provides a bilingual service and meets the linguistic needs of children and young people who are cared for by the local authority.

22 5 Care based on the ‘Active Offer’ Welsh Language Bookmark Initiative – Cwm Taf University Health Board To raise awareness amongst Health Board staff as to the importance of providing bilingual services to patients, a bookmark was developed with a QR code. The code can be scanned from a smartphone or tablet to easily and conveniently access information and useful documents about providing bilingual services. The bookmarks are distributed during induction days for new staff and in Welsh language awareness sessions.

Social Services Department – Ceredigion County Council To ensure that the ‘active offer’ is being provided to all in contact with the council’s Social Services Department, a working group was formed to see how the ‘active offer’ could be embedded in the Department. As well as promoting the importance of Welsh services within their teams, the group developed the Department’s IT systems to ensure that details about service users’ language choices can be recorded. In addition, the need to answer the phone in Welsh first was promoted as well as the need to ensure that the public know that they can discuss their case in Welsh. The group looked at the workforce’s Welsh language skills and gave 2 years to staff to attain their post’s ALTE level and all frontline social care posts have ALTE level 3 set as the minimum required level.

Neonatal Unit, Ysbyty Glan Clwyd, Betsi Cadwaladr University Health Board The Unit cares for premature and sick babies. The Unit developed an initiative of using the ‘Iaith Gwaith’ symbol to make it visible and clear which members of staff were able to speak Welsh. The Unit placed the symbol next to the names of staff who can speak Welsh, prominently displayed so that parents can see, and do not have to ask. Staff can also identify those Welsh-speaking families, and since almost 30% of the Unit staff can speak Welsh, there is always a Welsh speaker on every shift, which enables the Unit to pair a Welsh-speaking nurse with a Welsh-speaking family.

23 Foxtroy House Residential Home, Bridgend As a result of reading the ‘More than just words…’ strategy, this residential home for the elderly became aware of the need to make an action plan to deliver the ‘active offer’. Welsh language sessions called ‘Gofalu yn Gymraeg – Caring in Welsh’ were organised in the residence in answer to the residents’ need for Welsh language services. The sessions include discussions about Welsh culture, Welsh bingo, singing Welsh hymns and many other activities including the Welsh language. After the residents’ sessions, staff training sessions are held to ensure that staff can deliver Welsh language services.

6 Leadership, Commitment and Innovation in Senior Management Judith Roberts, Senior Practitioner, Gwynedd Healthy Schools Scheme and Healthy and Sustainable Pre-School Scheme Judith manages, plans and implements all aspects of the Gwynedd Healthy Schools Scheme through the medium of Welsh. Although such schemes aren’t new, what does break new ground is that the everyday work done ensures that users of these schemes obtain the service in the language of their choice. Collaborating with relevant networks on a daily basis can be challenging, for example the Healthy Schools network operates in English so Judith has to ensure that any new information is passed on in Welsh. By providing support, training, documents and resources in Welsh the Schemes contributes towards promoting and safeguarding the health and welfare of children, young people, families and communities in schools and pre-school settings effectively and successfully.

Hafan y Coed – integrating the Welsh language into a development of a new mental health unit – Cardiff & Vale University Health Board The Health Board and the Mental Health Clinical Board recognised the importance of art and engagement in the design of the Adult Mental Health Unit. Their vision was to include and utilise the Welsh Language in the unit to assist in promoting welsh culture, pride, respect, flexibility and ownership and improve user experience.

24 7 Technology and the Welsh Language Gwynedd Healthy Schools Scheme, Public Health Wales The Senior Practitioner of the Gwynedd Healthy Schools Scheme decided to create bilingual interactive resources entitled Tyfu i Fyny. The Tyfu i Fyny resources have been designed to respond to the sensitivity in the area of Sex and Relationships Education and as a result, teachers are now confident and comfortable in introducing the subject, and the pupils enjoy the teaching. As a result of creating these resources for Gwynedd schools, the Welsh Government requested that they be available for all schools in Wales.

Appointment Reminder Service – Betsi Cadwaladr University Health Board This is a wholly bilingual service on a huge scale - 1.6 million appointments per annum, covering a population of 676,000 across north Wales. The text messages, the automated voicemails and the call centre all offer a bilingual service. The technology is proven, and what the Health Board has learned as regards effective language and communication through text and voice messages can be used by the rest of the NHS and the wider public sector in Wales. The project has saved over 5,000 appointments during 2014, and this is likely to double during 2015. This will mean a considerable saving, while ensuring that patients are seen locally.

Menus Count Website, Torfaen County Borough Council Torfaen Council have developed a menu planning system to be used in Nursing and Residential Homes throughout the borough. The website with its guidance and support on core catering issues and 300 recipes that meet a minimum nutrition standard is all available in Welsh. This active offer in Welsh and English will allow residents of nursing and residential homes to choose a balanced diet.

One Drink, One Click, Public Health Wales and Alcohol Concern Cymru The One Drink, One Click smartphone app aims to help people monitor their alcohol consumption. The app has been developed as a partnership between Public Health Wales and Alcohol Concern Cymru. This is the only smartphone app for recording drinking behaviour that is available in Welsh.

Apps the way to do it – Cwm Taf University Health Board Through working to increase the provision of Welsh language services in the health sector, this project worked on encouraging staff to learn Welsh through using apps and other online learning resources. This team created posters to promote the apps available for smartphones and tablets to learn Welsh, and an information leaflet about the benefits of distance learning. The poster also includes QR codes to make finding the resources easier. In addition, the group also created a Facebook group: ‘Clwb Cymraeg

25 Cwm Taf’ to encourage networking amongst Welsh speakers and Welsh learners in the Board and to help in organising ‘Welsh Buddy’ sessions to practise language skills face to face.

Welsh Language Bookmark Initiative – Cwm Taf University Health Board To raise awareness amongst Health Board staff as to the importance of providing bilingual services to patients, a bookmark was developed with a QR code. The code can be scanned from a smartphone or tablet to easily and conveniently access information and useful documents about providing bilingual services. The bookmarks are distributed during induction days for new staff and in Welsh language awareness sessions.

8 Learning Welsh

a) Welsh learner of the year under two years

Laura Owens – Betsi Cadwaladr University Health Board

Gareth Hutchinson – Betsi Cadwaladr University Health Board

b) Welsh learner of the year over two years

Amy De Cunha Prys – Betsi Cadwaladr University Health Board

9 Exceptional commitment to providing Welsh language services

a) in the NHS

Mared Jones – Radiology Department, Cardiff and Vale University Health Board Mared Jones works as a paediatric radiographer and is committed to providing Welsh language services to patients through wearing a badge identifying herself as a Welsh speaker. When speaking with her young patients in Welsh, they cooperate more with Mared and parents are more satisfied with the service.

26 Rhiannon Davies – Welsh Language Officer, Aneurin Bevan University Health Board Before Rhiannon’s appointment as Welsh Language Officer in 2008, Rhiannon worked to promote equality for Welsh speakers in her own time. In addition to the work Rhiannon completes as part of her role, she also undertakes many additional roles. As a governor at a local school and as a Business Ambassador for Careers Wales, Rhiannon nurtures close links between the Health Board and schools in the area and organises visits and work experience placements in an attempt to attract Welsh speakers to NHS Wales in the future. As a Welsh tutor, Rhiannon has also helped Welsh learners in the Health Board. On a national level, Rhiannon has worked as a member of the ‘All Wales Welsh Language Task and Finish Group’ and she is currently serving a term as representative of NHS Welsh Language Officers on the ‘More than just words…’ Implementation Group. Outside of work, Rhiannon also does many other things to promote the Welsh language locally. b) in social services / social care

Margaret Watkins – Staff Development Officer, Denbighshire County Council In her role in the Council, Margaret decided to take ownership of promoting the Welsh language in the social care sector. In addition to her work as Staff Development Officer, Margaret has taken on responsibility for implementing ‘More than just words…’ through identifying where it is possible to promote the strategy in the sector and through promoting the strategy in social care staff sessions. Alongside this, Margaret has pushed the importance of the language amongst managers through running a language awareness course specifically tailored to the sector’s managers. Also in addition to her post’s responsibilities, Margaret has gone about nurturing the confidence of learners and supporting them by distributing resources such as ‘Welsh in your pocket’ and the ‘Welsh on the wall’ poster. Margaret has also developed resources to help learners such as a “Dysgu Cymraeg” lanyard and a collection of phrases for social carers to use at work.

27 Minister’s Special Award for the best overall nomination This is a unique award presented by the Minister of Health and Social Services. It is awarded for an entry which demonstrates outstanding achievement and which has made the greatest contribution towards improving Welsh language provision.

Artist statement: Minister’s Special Award 2015 David Pryce-Jones was asked to create an award based on the Welsh Government logo. David explored the dragon’s shape through the medium of molten glass which allowed a fluidity, which brings movement and life to the form. He also wanted to incorporate other powerful materials local to where his workshop is based in Corwen, hence the use of slate from Blaenau Ffestiniog and oak from Coed y Brenin in the base. David said “It was an exciting adventure into the way the Dragon of Wales has been adapted to enhance the heraldic past, while pointing to the future that is being built on the strengths from our history”. To learn more about David and his work visit www.glassblobbery.com

28 Exhibitors Welsh for Adults WJEC WJEC provides various services for the Welsh for Adults field, amongst which is a suite of qualifications for adults who are learning Welsh, called Defnyddio’r Gymraeg. The suite gives candidates an opportunity to show their ability in speaking, listening, reading and writing Welsh at different levels. In addition to this, in partnership with the Welsh Government, WJEC have developed the online resource, ‘Welsh in the Workplace Indicators’. The aim of the project is to create a fast, reliable and cost-effective way for employers to analyse which posts within their organisation require Welsh language skills and also to analyse the present Welsh language skills of the workforce. This innovative resource is offered free of charge. For more information, visit: www.workplacewelsh.org.uk

IAITH: The language planning centre For over twenty years, IAITH have been providing policy services and professional language planning to public bodies in Wales and beyond. IAITH’s includes providing consultation services, research and development, education and training, and a project management service to numerous institutions. Amongst IAITH’s client list are the National Assembly for Wales, Welsh Government, Care Council for Wales and NHS Wales. The language awareness pack ‘Iechyd Da!’ and ‘They All Speak English Anyway!’ are all examples of the numerous products offered by IAITH in the health and social service sectors over the years. For more information, visit www.iaith.eu.

Merched y Wawr The National Movement for Welsh Women, Merched y Wawr, offers a warm welcome to women all across Wales. With a network of over 280 branches and clubs, the movement offers cooking sessions, crafts, trips, lectures and much more, and all through the medium of Welsh with a welcome for Welsh language learners. The movement has a long history of promoting the Welsh language. For more information, visit: www.merchedywawr.co.uk

29 Tw f Twf is the Welsh Government’s main language planning project. Set up in 2001, Twf was created to promote the advantages of bilingualism amongst parents to be and new parents, and to promote the passing on of Welsh within the family. Twf (and its sister project, ‘Tyfu’) has 20 Field Officers all across Wales. By now, they mainly focus on supporting parents to introduce the Welsh language to their children. This is mainly done in support groups such as ‘Amser Twf’ and ‘Amser Tyfu’. Health sector workers are key partners to Twf. For more information, visit www.twfcymru.com

Welsh Language Policy Unit, Department for Health and Social Services, Welsh Government The Unit works to support others to develop and strengthen Welsh language provision in health and social services in Wales. The Unit led on the work of developing More than just words and it provides advice and support to others to implement it. The Unit is also responsible for arranging this annual conference and awards.

Gwynedd Ni Family Information Services (FIS) deliver the information duty imposed on Local Authorities to provide an accessible information service to parents, carers and prospective parents, in accordance with the Childcare Act 2006. The last 15 years have been a period of rapid development for the FIS with innovative projects being launched to improve access to information. As a part of the duties of the FIS in Wales, the provision of information for young people, communicating through social media and outreach work are an important part of their work. In addition, a national telephone number with cross border arrangements ensures that parents from all over Wales can access the information they need. For more information, visit: www.Gwynedd-Ni.org.uk

30 Size 155% Care Council for Wales One of the Care Council for Wales’ main responsibilities is ensuring that those providing social services in Wales are working to a high standard. This

15% includes developing a confident and competent workforce in social services and childcare. A series of partnerships and contributions from those with direct experience of social care are key to the Council’s success. 20% That’s why the Board members represent many voices. Among others there is representation from the general public, service users, carers, workers, trade unions and employers. Therefore, in setting standards and improving social care in Wales, all of these groups have a voice.

CSSIW CSSIW is the Care and Social Services Inspectorate Wales. It regulates and inspects care and social services to make sure they are safe and provide good care for the people of Wales. Its inspections are unannounced and it inspects more than 6,000 services. It checks that services are providing good care and if they are not, it takes action. People deserve the best care. Its inspectors see daily examples of excellent care in Wales, but when they don’t, it acts. At some point everyone will need care. It puts people and their experiences at the heart of what it does.

Mentrau Iaith Cymru (Language Initiatives) Usually active within separate counties, a ‘Menter Iaith’ is a source of advice and assistance for organisations, businesses and individuals on Welsh language issues. They also stage a variety of activities and events which help to raise the profile of the Welsh language. The ‘Mentrau Iaith’ are a reflection of local people’s desire to increase their use of the Welsh language.

31 Mudiad Meithrin and Siop Mabon a Mabli Mudiad Meithrin is a voluntary organisation and are recognised as specialists in the early years field in Wales. The main aim of the organisation is to give the opportunity to every young child in Wales to take advantage of early years services and experiences provided in Welsh by them. It encourages progression from its ‘Ti a Fi’ sessions to Welsh language nurseries and Welsh- medium schools. The organisation’s support officers work locally in their areas to offer leadership and practical advice to staff, volunteers and parents. For more information on the organisation, visit www.meithrin.cymru. Siop Mabon a Mabli is a subsidiary company of Mudiad Meithrin and is responsible for producing and selling books and Welsh or bilingual resources which are suitable for early years. For more information, visit www.mabonamabli.cymu.

Llais Established in 2006, Llais’ aim is to ensure that research conducted into health and social care takes account of the bilingual nature of Wales and to build on the foundation of evidence in support of language-appropriate practice and policy.

Hafal Hafal is the principle organisation in Wales working with people recovering from serious mental illness, their families and carers. The charity is founded on the belief that people who have a direct experience of mental illness know best how services can be delivered. All Hafal’s services stem from our unique Recovery Programme which empowers clients to make a step by step recovery plan, to look at all aspects of their life and set goals, and to take control of their lives. Hafal means equal – our mission is to empower people with serious mental health illness and their families to enjoy equal access to health and social care, housing ,income, education, and employment and to; achieve a better quality of life, fulfil their ambitions of recovery and fight discrimination.

32 NHS Wales Informatics Service NWIS support developments in NHS Wales IT in partnership with Health Boards, Trusts, GP Practices and other supporting organisations: NWIS lead on the new integrated digital information services. They bring together the strategic development of Information Communications Technology (ICT), the delivery of operational ICT services and information management. They have a national role to support NHS Wales and make better use of IT skills and resources.

Coleg Cymraeg Cenedlaethol Through working together with the universities of Wales, the Coleg Cymraeg Cenedlaethol ensures and develops more opportunities to study in Welsh for Welsh students. It sponsors Welsh-medium lecturers and offers scholarships which enable undergraduate and postgraduate students to pursue further education courses in Welsh.

Living Well Living Longer Programme, Aneurin Bevan University Health Board Aneurin Bevan University Health Board’s Living Well Living Longer programme is the first of its kind in Wales, and has been rolled out in Blaenau Gwent to identify those at the greatest risk of developing cardiovascular disease and invite them for a short health check at venues across the borough. Men in Blaenau Gwent have among the lowest life expectancy in England and Wales according to official statistics. As part of the programme, blood pressure, pulse and cholesterol checks will be carried out to assess individuals’ risk of developing cardiovascular disease over the next 10 years.

33 • Why not wear a ‘Iaith Gwaith’ lanyard or a ‘Cymraeg’/’Dysgu Cymraeg’ badge?

• Make sure your management team are aware that you speak Welsh, to whatever level.

• Download the ‘Gofalu Trwy’r Gymraeg’ app, it can help your confidence when using your Welsh language skills as part of your studies or in the workplace

• Start a conversation with bore da/prynhawn da, whatever your level

• Teach a new word a week to your colleagues

34 Review of the 2014 Conference and Awards

“mainstreaming the Welsh language is all-important to help the workforce deliver the active offer” Dr Ruth Hussey, Chief Medical Officer for Wales.

“ensuring high quality care is reinforced by language choice, as a personal response to an individual need”. Dr Andrew Goodall, Chief Executive of NHS Wales.

“the responsibility for implementing the strategy belongs to everyone. We must ensure that both sectors fully respond to the challenges of the active offer”. Gwenda Thomas AM, former Deputy Minister for Social Services.

“language is an integral part of us as human beings. It’s a key factor that makes us be who we are”. Morwena Edwards, Corporate Director, Gwynedd Council.

“improving the service will therefore improve the experience for the individual”. Mark Drakeford AM, Minister for Health and Social Services.

“keep in mind the links between the Welsh language and effective care, and the need to ensure that the service user is central to the principles underpinned in More than just words”. Bethan Jones Parry, Conference host. Work done with priority groups

Families, children and young people Alison Parry Health Care Support Assistant and Baby Massage Sessions, Rhosllannerchrugog Working in partnership with a local Twf officer, Alison promoted language choice in her sessions with parents and babies by singing Welsh songs and holding baby massage sessions. As a result of her work, she made the parents on her courses more confident to speak Welsh and helped to create a collection of pictures of families who have had different experiences of using Welsh to make a resource she could share with other new parents.

Older people Gwynedd Council Brockerage Team, Contracting Unit, Business Services, Adults Health and Well-being Department The hard work of this team ensured that older people’s language choices were respected when they were receiving social care. With the team’s key understanding of service providers and their Welsh language skills, the team succeeded to ensure that Welsh language services are targeted to where they are needed most.

Families, children and young people Mental Health Matters Project by Betsi Cadwaladr University Health Board Communication Department Considering the complex nature of mental health, this team saw how vital it is for children and young people to be able to discuss the subject in Welsh. Promotional material was created to promote a fully bilingual website amongst Welsh-speaking children and young people to raise awareness and reduce the stigma of mental health.

36 Innovative Practice in Primary Care Responding to Patients’ Need for a Bilingual Service & The Minister’s Special Award for the best initiative Dwylo’r Enfys: Betsi Cadwaladr University Health Board Makaton Advisors on the innovative children’s programme ‘Dwylo’r Enfys’; input for the monitoring group to develop the Welsh language Makaton workshop; work on producing a training DVD on Makaton core vocabulary. Following the success of ‘Dwylo’r Enfys’, a programme for children with additional educational needs, this group created resources and workshops on Makaton (a signing language). Their work has meant that more and more use is being made of Makaton to help Welsh-speaking children with additional educational needs and those with Welsh as a second language.

Education and Training which increase the capability / confidence of the workforce to provide Welsh Language Services Carmarthenshire County Council Welsh Course to improve the relationship between social care staff and older service users, Learning and Development Department, Carmarthenshire County Council As a way of respecting the elderly and to strengthen the relationship between Welsh-speaking elderly people and their social carers, this group created a Welsh course for the sector’s staff. This course taught staff how to greet people, speak about the weather, care tasks, food, clothes and about the home in Welsh.

Working in partnership

Derwen Management Team Gwynedd Council and Betsi Cadwaladr’s Integrated disabled children’s team When dealing with disabled people and their families, the Derwen service saw that there was not enough attention being paid to ensuring that service users could receive services in Welsh. Formal guidelines were drawn up by the team to make sure that service users could get Welsh language services at every stage of the process.

37 Care based on the Active Offer

‘Your next patient is a Welsh speaker – make an active offer’ Aneurin Bevan University Health Board Welsh Language Officer, Education & Development and Corporate Nursing As a way of promoting the Active Offer, this team created a poster and staff information leaflet. This programme led to the Active Offer becoming mainstreamed amongst medical staff and ensures that everybody recognised the importance of a Welsh language service to Welsh-speaking patients.

Pharmacy Department Ysbyty Gwynedd Betsi Cadwaladr University Health Board An attempt was made to raise awareness of the concept of the ‘Active Offer’, and materials and protocols developed to help staff give patents and customers a language choice. As a starting point a survey was carried out of the service by distributing questionnaires. Following the results of the survey, steps were taken to raise staff’s awareness of the importance of offering out-patients and customers a language choice. The concept of offering a language choice is now part of the patient’s safety agenda and ensures that the patient is central to the service and not staff.

IT and the Welsh Language

Ap Gofalu Trwy’r Gymraeg In order to help students of medical subjects who are unfamiliar with the Welsh language or who lack confidence in speaking it, this team created an app to help them with Welsh phrases, words and terms. With this app, the team succeeded to create an easy and accessible platform to help staff to answer the call from service users for Welsh language services.

38 Welsh Learner of the Year

More than two years David Hill Ysbyty Gwynedd, Betsi Cadwaladr University Health Board David won an award for being the Welsh learner of the year for more than 2 years. David decided to commit to learning Welsh after realising how many of the patients in Ysbyty Gwynedd could speak Welsh. His commitment stems from his understanding that service providers’ Welsh language skills, as much as clinical skills, can affect the quality of care.

Supporting Learners Rhian Baker Ysbyty Glan Clwyd, Betsi Cadwaladr University Health Board Rhian received an award in the supporting learners category in 2014. Rhian works tirelessly to support members of staff who, in several instances, have not had any experience of the Welsh language. In her work, she makes sure that staff that are learning Welsh practise their skills with her and she suggests new ways for learners to remember Welsh vocabulary, such as keeping a small handbook of new words.

39 2014 Conference and Awards