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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 1 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: 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 2 Programs / departments with staff able to communicate in French include, but are not limited to: 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. 3 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: 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 4 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. 5 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. 6 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 7 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 8 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 9 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 10 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. 11