Download 2012-2013 French-language Services Plan

2012-2013 French-language Services Plan
Message from Blaise MacNeil, CEO
All employees of South West Health take great pride in their work, especially in
their ability to provide an environment that is as welcome and comfortable as
possible for each patient, client or visitor to our facilities.
South West Health provides health care services to 57,792 residents of
Shelburne, Yarmouth, and Digby Counties. According to Statistics Canada 2011
Census information, the counties served by South West Health are home to
10,650 persons who identified French as their mother tongue which represents
18.7% of our total population. In addition, the Census indicates that persons who
have knowledge of both French and English is 15,505 which represents 27.2% of
the total population of the area served by South West Health.
It is important to note that within South West Health is the only official bilingual
municipality in Nova Scotia – the Municipality of the District of Clare. This unique,
Acadian region is served by the volunteer Clare Community Health Board.
These individuals look to South West Health for health care, wellness and health
promotion services, but they are also a big part of our team. According to an
informal survey completed as part of a previous French Language Plan, nearly
one-quarter of South West Health employees were able to communicate in
French.
It is common to hear French spoken on a daily basis among staff and with our
patients and families. In areas like our Dr. Edwin Janke Cancer Centre, people
who speak French are often able to conduct their entire patient experience in
their native language.
With such resources available, South West Health has a number of initiatives
either underway or in discussion that will help us better serve our Acadian and
francophone population.
The development of this French Language Service Plan provides us with the
opportunity to review the work we have done to date as well as to set goals for
the future.
Blaise MacNeil, CEO, South West Health
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Responses to French Requests (Written and Oral)
South West Health has an Interpreter Services Policy that outlines
services/resources available for managing requests for both verbal and written
translation in French and other languages. The policy states: “Whenever
possible, South West Health will provide services in the patient/client’s language
of choice using professional health interpreters.”
South West Health is also a proud participant in the Bonjour! program. Bilingual
staff are encouraged to wear the Bonjour! symbol as an invitation to
Francophone patients, clients and visitors that they should feel comfortable
conversing in French. The Bonjour! sign is posted in many departments where
French speaking staff are present.
Staff are educated about and actively encouraged to participate in the Bonjour!
program during the mandatory orientation program for new staff. The Bonjour!
pins are distributed during orientation to staff who self-identify as bilingual.
French-language Services Inventory
Staffing:
South West Health is privileged to have a significant number of employees that
are either bilingual or comfortable communicating in both French and English. As
a result, many programs and departments have French speaking staff on hand or
accessible to respond to the needs of French speaking patients and clients on a
regular and informal basis. This includes a number of bilingual employees at the
management level of our organization.
There are a number of staff positions which are posted with French speaking as
a desired qualification and in some cases only French speaking individuals are
considered. This will help create more opportunities in the identification,
recruitment and retention of French speaking staff.
There are a number of staff positions which are posted with “bilingualism
preferred” and in some cases only French speaking individuals are considered
including:
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Public Health Services positions based in Meteghan
Certain Addictions Services staffing positions (1 health promotion, 1
secretarial support, 4 outpatient therapy and 2 inpatient
counseling/nursing)
All clinical positions within Mental Health Services
Certain Nurse Practitioner positions
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Programs / departments with staff able to communicate in French include, but
are not limited to:
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Nurse Practitioner Program – with Nurse Practitioners in Pubnico / Tusket,
Clare / Weymouth
 Intensive Care Unit
 Renal Dialysis Unit
 Mental Health / Addictions Services
 District Cancer Centre / Oncology Unit
 Palliative & Supportive Care
 Diagnostic Imaging
 Laboratory Services
 Diabetes Education
 Clinical Dietician
 Pharmacy
 Nursing – most inpatient nursing units have a number of bilingual staff
 Public Health (employees located in each county are able to speak French
with some staff able to perform a written translation function when
required. In particular, all employees in the Meteghan office are French
speaking)
South West Health promotes and encourages staff to take advantage of French
language training opportunities, such as those offered in partnership with the
Office of Acadian Affairs and Université Sainte-Anne at the campus in Tusket,
Yarmouth County.
Between Fall 2011- Fall 2012, the total number of South West Health staff that
enrolled in French language training was 8 employees with 3 of these staff taking
2 French courses. French Language training opportunities are distributed to all
employees via Human Resources.
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Resources/Services:
There continues to be a growing number of patient/client education materials,
brochures, booklets, handouts and posters that are being made available in both
French and English. Some of the programs, departments and initiatives that
provide materials in French include:
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Knowledge & Skills for Life – program for Grade 7 students through
Mental Health & Addictions
Falls Prevention Program education materials
Primary Health Care Program materials and event promotion
Stroke Program information for Stroke survivors
Rehabilitation Services
Renal Dialysis Unit
Diabetes Education Centre, including presentation materials available in
French
Public Health Services, including materials for school-based programs,
and the launch in 2009 of the French version of the Loving Care series for
new parents.
Friendly Feeding Line (Marraines d’allaitement maternel) is offered in
Clare with local bilingual peer volunteers.
Dr. Edwin Janke District Cancer Centre
Well Women Clinics
Infection Prevention & Control brochures (Clostridium difficile:
Information for Patients; MRSA: Information for Hospital Patient Contacts;
MRSA: Information for Patients with MRSA; VRE: Information for Hospital
Patient Contacts; and VRE: Information for Patient & Family)
Medical Ethic Support for Patients & Families brochure
Diagnostic Imaging Patient Guides
Pre-Operative Brochures / Patient guides to surgery
Posters (Privacy Poster; District Vision, Mission and Values Poster;
Violence prevention poster)
Stroke Signs and Symptoms Magnets
Clare Community Health Board Wellness Fund Materials
Addiction Services brochures / posters
Mental Health brochures / posters
Prenatal Clinic brochure
Palliative Care brochure
Cancer Services brochure
Public Health Services information, including:
Dental Facts: Brushing and Flossing
MSI Children’s Oral Health
Tobacco and Dental Health
Various other forms and documents related to school fluoride
program
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Breakfast, Lunch & Snack Ideas
Breastfeeding Basics
How to Feed Your Baby with Infant Formula
Enhanced home visiting
Loving Care booklets
CDC/Immunization resources
Hand washing information
Clare Health Centre – all South West Health signage at Health Centre is
bilingual
Some signage at the Regional Hospital is bilingual
Some district recruitment materials are translated for a job fairs held in New
Brunswick and Quebec. This material is used in recruitment initiatives with local
French language high schools and universities (i.e. Sherbrooke, Quebec), it is
also mailed out to French speaking health professionals interested in South West
Health.
Clare Community Health Board - Conseil de santé de Clare
As noted above, within South West Health is the only official bilingual
municipality in Nova Scotia – the Municipality of the District of Clare. This unique,
Acadian region is served by the volunteer Clare Community Health Board.
Community Health Board Helping Trees – Community Health Boards (CHBs)
are responsible for keeping a list of resources available in the areas they serve.
One tool developed by the CHBs is the community Helping Trees which are
available in both French & English on the South West Health website:
http://www.swndha.nshealth.ca/pages/partners.htm
Library Services
Some French language resources can be found on the Library Services intranet
page: https://wdhaintranet.swndha.nshealth.ca/tridha/PatientEd/default.aspx
Through Library Services, staff can access many French language materials,
including links to documents from the Capital District Health Authority materials,
the IWK Health Centre, and pamphlets from le Collège des médecins de famille
du Canada des patients.
Library Services searches, on request from health care providers, for reputable,
high quality patient education and consumer health materials in French and other
languages.
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Other Resources
South West Health’s patient services directory has been printed one side in
English and the opposite in French. Translation was facilitated by the Office of
Acadian Affairs.
Medical Visual Language Translators are available in South West Health facilities
which allow instant two-way communication between patient and health care
provider using pictures, symbols and images to request and receive key
information about cause, symptom, and treatment of the medical condition.
Yarmouth Hospital Foundation offers their website and their publications in both
French and English which helps encourage the community to get involved with
events and activities that support health care services throughout South West
Health. As well, a number of Foundation Board members, including the current
Board Chair, are French speaking and from Acadian communities.
South West Health has been able to participate in job fairs held in schools within
the conseil scolaire acadien provincial (CSAP). French speaking staff have
attended job fairs to promote health professionals to French students.
French Language Breast Health Presentation: The NS Breast Cancer Health
Network, in partnership with Breast Cancer Action NS, has developed an
excellent adolescent breast health presentation called “LIVE PINK” which is
approved by the Department of Education. In the process of presenting to
various high schools in the province, Jennifer Doucet-Lowe, Fixed Site DI Tech
(Mammo), volunteered to do the presentation at Clare District High School. Of
note is that this was the very first LIVE PINK French language presentation to a
high school in Nova Scotia.
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Objectives
Objective 1 –
Framework and
Policy
Strengthen the
policy,
regulatory, and
administrative
framework in
support of the
French-language
Services Act
Expected Results: 20092013 French-language
Services Strategic Plan
Increased South West
Health staff engagement &
understanding of obligations
under Act, and increased
capacity of all staff to
participate in fulfilling
obligations.
Department
Goals and
Objectives –
2013-2014
Explore new
opportunities to
engage staff in
spirit / execution
of Interpreter
Services policy.
Begin process to
review and
update policy.
Ongoing
communication
with staff on
Interpreter
Services Policy.
Objective 2 –
Enabling Frenchlanguage
Services
Consult, plan,
develop, and
deliver Frenchlanguage
2.1 – Consultations
Designated public
institutions deliver services
that better respond to the
priority needs of the Acadian
and francophone community
as identified through
Planned
Measures –
2013-2014
Maintain list of
staff willing to
translate (written
and verbal) in
emergency
situations.
Interpreter
Services policy
will continue to be
communicated
with new staff as
part of the district
orientation
program.
The Interpreter
Services policy
will be shared with
physicians as a
resource in case
they require
support to serve
the francophone
community.
Consider plans
and strategies for
French-language
service delivery as
part of the annual
planning process.
Part of policy is
list of staff
willing to provide
a translation
function (verbal
and written)
List available in
Human
Resources &
District Duty
Officer on call.
Work towards
establishing a
vision for French
Language
Services provision
which is
responsive to the
needs of our
communities /
patients / clients.
Interpreter
Services policy
included in
Orientation
sessions for new
staff
Identify where
we can
appropriately
seek input from
Acadian and
francophone
communities to
provide
Explore process
for developing a
review of South
West Health
services,
programs and
materials
available in
Progress in Reaching
Goals and Objectives for
2013-2014
Interpreter Services policy
discussed during staff /
management meetings.
Introduction of interpreter
services policy continues to
be part of district
orientation for new staff.
The Interpreter Services
policy made available to
physicians who may need
as a resource in case they
require support to serve
the francophone
community.
South West Health will
review existing relevant
policies to explore areas
where updates may
enhance support for
French language service
delivery obligations.
Maintain ongoing dialogue
and nurture relationships
with Acadian and
Francophone community
organizations such as
Réseau Santé to identify
needs and priorities
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Objectives
services in
priority areas
Expected Results: 20092013 French-language
Services Strategic Plan
consultation.
Department
Goals and
Objectives –
2013-2014
feedback on
priorities for
French
language
services.
Planned
Measures –
2013-2014
French, and
maintaining
database.
Half of DHA Board either
self-identifies as bilingual
or represents an Acadian
community.
Review &
maintain the
French-language
capacity inventory
of staff.
Review where
vacant positions
can/should be
posted as
Bilingualism
required,
preferred or an
asset.
Clare Community Health
Board represents Acadian
region of Clare.
Friendly Feeding
Line registration
form will be
translated into
French.
Seek
opportunities to
enhance
awareness and
promote value of
French-language
training available
for staff.
2.2 – Internal
Communications
Employees are more
knowledgeable about the
approach being taken by the
government to provide
French-language services.
They are more sensitive to
cultural issues pertaining to
the Acadian and
francophone community and
more aware of the
requirements to
communicate in French;
they promote services in
French to the public.
Continue to
expand
resources
available in
French.
Enhance
communication
with staff and
public to
increase
awareness of
availability of
Frenchlanguage
services /
materials.
Ensure staff are
aware of the
Bonjour!
Program.
Ensure staff are
Progress in Reaching
Goals and Objectives for
2013-2014
As an incentive to
staff who have
agreed to act as
translators in an
emergency
situation, a
commendation
letter to be placed
on their file
indicating
willingness to
support our
francophone
population
This will be
actioned by
Human
Resources.
Re-launch the Bonjour!
program within SWH in
collaboration with DOH
French Language Services
Coordinator and Office of
Acadian Affairs.
Share the district’s French
Language Service Plan to
raise staff awareness.
Friendly Feeding Line
registration form translated
into French.
Distributed detailed
information about Frenchlanguage courses to district
staff offered by the NS
Office of Acadian Affairs: 8
employees attended
French-language training.
Bonjour Program
publicized on DHA website
along with excerpts from
the interpreter services
policy.
French Language Breast
Health “LIVE PINK”
presentation at Clare
District High School - very
first LIVE PINK French
language presentation
Reminder
communications
to be sent to staff
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Objectives
Expected Results: 20092013 French-language
Services Strategic Plan
2.3 –Communications with
the Public
Key stakeholders and the
community better
understand the approach
being taken by the
government to provide
French-language services
and they are more aware of
the programs and services
available to them.
Department
Goals and
Objectives –
2013-2014
aware of the
Cultural
Interpreter policy
and procedure.
Communicate
the SWH plan to
the communities
we serve.
Planned
Measures –
2013-2014
to consider
submitting their
name as an
emergency
translator and
remind them of
Bonjour program.
Human
Resources will
action the release
of the reminder
communication
regarding Bonjour
program.
Using existing
communication
methods to share
our plan.
SWH will continue
to avail ourselves
of partnership
opportunities
presented by
French Language
Health Services
Coordinator (DoH)
& Réseau Santé
Further review of
existing resources
(i.e. Review
Réseau Santé’s
report on
improving Frenchlanguage services
– 2009
Community
Consultations) to
identify
opportunities.
Progress in Reaching
Goals and Objectives for
2013-2014
Residents can access
information on Bonjour!
Program and French
Language Services
through link on home page
of DHA website.
Have strengthened
relationships with
Francophone media –
sought opportunities to
provide French-speaking
spokespeople when
available.
Sought opportunities to
translate media materials
Begin process to
develop a
consultation plan
with partners,
Community Health
Boards, staff,
Reseau Sante,
etc. to solicit
feedback on our
planning.
We will link the
French Language
Services Planning
to the Cultural
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Objectives
Expected Results: 20092013 French-language
Services Strategic Plan
Department
Goals and
Objectives –
2013-2014
Planned
Measures –
2013-2014
Progress in Reaching
Goals and Objectives for
2013-2014
Competence
activities and
invite appropriate
stakeholders to
provide input
2.4 – Service Delivery
Services in French
considered as priorities are
identified, strategies or
approaches for service
delivery are implemented,
and services are offered.
2.5 – Human Resources
The capacity of the Public
Service to provide services
in French has increased.
Review work to
date for
effectiveness.
Attract French
speaking
physicians to
serve our
French
communities.
Support staff to
take French
language
training.
Objective 3 –
Community
Development
and CapacityBuilding
Support the
Acadian and
francophone
community in its
long-term
development
and
sustainability
3.1 – Preservation and
Growth of the Community
Government has helped
Acadian and francophone
community organizations
realize objectives expressed
in the community’s
Comprehensive
Development Plan 20092014.
Continue to
consult the
Office of
Acadian Affairs
for support in
delivering
French
language
services to our
communities.
Continue to
work with Clare
Community
Health Board to
support local
projects with
Wellness funds.
Seek closer
relationship with
Sherbrooke to
promote
recruitment of
French speaking
physicians and to
attract medical
students.
SWH represented at
recruitment fairs in Quebec
in New Brunswick. In
attendance was French
speaking staff.
Explored developing more
French language
recruitment materials.
Continue to
promote French
courses offered by
the Office of
Acadian Affairs to
the staff of SWH.
Support French
speaking staff to
upgrade their
language skills.
Tap translation
support and
advice from the
Office.
Identify projects
for support /
partnership
Some projects supported
through Clare CHB include:
Jeux de l’Acadie: Jeux
régionaux en Clare
Département des loisirs de
la Municipalité de Clare:
Move More
L’Association Madeleine
LeBlanc: Bien dans sa tête
Conseil scolaire acadien
provincial, Fun Run
organizing committee:
Ocean Blue - Diverticourse
Meteghan Park
Development Assoc:
Fitness Toys
Clare Organization
Representing Persons with
Disabilities (C.O.R.D.):
Camp Recré Action
La Garderie familiale de
Clare: Healthy Babies
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Objectives
Expected Results: 20092013 French-language
Services Strategic Plan
Department
Goals and
Objectives –
2013-2014
Planned
Measures –
2013-2014
Progress in Reaching
Goals and Objectives for
2013-2014
West Nova Inclusive
Employment Society:
Fitness Classes /
Bootcamp
3.2 – School Community
Centres
See above
Acadian and francophone
school community centres
offer services and programs
to the Acadian and
francophone community.
Addressing the Priorities of the Acadian and Francophone Community
In 2009, South West Health welcomed its first Acadian Board Chair, Mr. Gerald
Pottier from the community of Tusket, Municipality of Argyle. Mr. Pottier replaced
former Board Chair, Mr. Ron Horrocks, who is fluently bilingual and brought a
firm knowledge of the needs and concerns of our French-Speaking community to
the Board during his tenure as Chair. Currently, half of the members of the South
West Health Board of Directors are either bilingual or currently reside in an
Acadian community (i.e. Clare, Tusket, Pubnico). We feel this allows the highest
policy-making level of South West Health to have a firm understanding of the
need to address the priorities of our Acadian and Francophone communities.
South West Health will continue to explore ways to further engage our Acadian
and Francophone communities in a meaningful exchange of ideas in order to
identify priorities and improve our services in a culturally and linguistically
appropriate manner.
Conclusion: Contribution to the Preservation and Growth of the Acadian
and Francophone Community
Our French Language Services plan recognizes the importance of continually
working toward improving the services and programs provided to our Acadian
and French speaking population. By providing the opportunity for Acadians and
francophones to obtain more services in French from our hospitals and
community programs, we are contributing to the development of this community
and the preservation of the French language.
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