Official Languages’ Report December 2013 Overview Horizon Health Network is committed As mentioned in our previous report, to providing patients, their family and published in September 2013, local all members of the public with quality Francophone Liaison sub-committees health care in the official language of were established in the areas of Saint their choice. At Horizon, we know that John, Miramichi and Fredericton to better the basis for good health care is good identify any gaps in access to services in communication and we continue to take French. on new initiatives to improve access to services for both linguistic communities. Accomplishments All three local sub-committees were tasked variables (organizational culture, level of with identifying gaps in access to services awareness, lack of training, insufficient for their minority population. Initiatives human, financial or other resources) that were then developed to help eliminate or hinder or prevent staff from making the reduce these gaps. Although each local sub- active offer in both official languages. The committee identified area-specific needs, objective of the research is to draw up an ideas for initiatives were consolidated to action plan, which will include concrete and eliminate any redundancies. achievable recommendations to improve the delivery of services to our minority Two initiatives, which were common to Francophone communities. more than one area, were adopted as Horizon-wide initiatives. Several local initiatives were also identified. For instance, Saint John has begun work The first Horizon-wide initiative is an on creating an informal area in the cafeteria awareness-building campaign that of the Saint John Regional Hospital where is being coordinated in partnership a trained educator will be on-site, at with Horizon’s Communications and predetermined dates and times, to offer Community Relations’ team. This project language training in an informal setting. includes the production of posters These sessions will focus on needs identified and printed material as well as the by staff working directly with the public and purchase of signs and pins indicating patients. This project also aims at creating that services are offered in both official links between the hospital staff and the languages. The project is in its initial Francophone community in the greater Saint stages of development. A slogan has John area. been identified and work has begun. Employees in the Saint John and Fredericton The second Horizon-wide initiative areas have and will continue to receive is a study on current practices training to address gaps in mental health surrounding the active offer of services for Horizon’s Francophone minority. health-care services in both Special attention was given to the needs of official languages. Conducted our youth. So far, Roots of Empathy training in collaboration with Université has been offered as well as Mental Health de Moncton and Vitalité, the First Aid training. study focuses on identifying Official Languages Report | December 2013 2 Official Languages Complaints Process Since September 2013, Horizon Languages for New Brunswick to has received one formal official Horizon Health Network was insufficient languages complaint for the and, for this reason, Horizon was Saint John Regional Hospital. unable to identify the department in The complainant alleged that their question or investigate the events. mother-in-law was unable to get Horizon is therefore not in a position services in her official language of to acknowledge or deny the alleged choice. According to the complainant, events. their mother-in-law was in distress and attempted to communicate her However, as Horizon is committed to needs to staff, but staff present at the delivering quality health care services in time could not communicate with her the patient’s language of choice, Horizon because of the language barrier. They proceeded to offer an information allegedly assumed that the patient was session to the Saint John area Directors’ disoriented. The complainant is asking Council. The session addressed topics how staff could come to this conclusion such as the Official Languages Act, if they couldn’t speak with her. the active offer, contingency plans, linguistic profiles, recruitment, language The information provided by the proficiency levels, patient safety and Office of the Commissioner of Official employee awareness. Future Planning Official Languages has scheduled a Languages for the upcoming fiscal planning session for early January 2014. year and to identify the roles of each Other Horizon departments, such as stakeholder to ensure that initiatives Human Resources, Workforce Relations identified are feasible and sustainable. and Organizational Learning will be participating in this session as key The creation of an Official Languages stakeholders in Official Languages Dashboard will also be undertaken strategic initiatives. The objective to monitor improvements in service is to identify priorities for Official delivery to our patients. For more information contact: Horizon Health Network 155 Pleasant Street, Miramichi, New Brunswick E1V 1Y3 Tel.: 506-857-5926 or [email protected] Official Languages Report | December 2013 3.