Active offer
The active offer of health services in French is a regular and ongoing offer to the Francophone population.
This service offer :
- Respects the principle of fairness ;
- Aims for a quality of service comparable to what is offered in English;
- Is linguistically and culturally appropriate to the needs and priorities of Francophones;
- Is inherent to the quality of services provided to people (patients, residents, beneficiaries) and an important factor that contributes to their safety.
It requires accountability at several levels and requires partners to exercise their leadership in French-language health services.
In concrete terms, it means a set of health services available in French and offered in a proactive manner, i.e., they are clearly advertised, visible and easily accessible at all times.
The Leadership Trainingon Active Offer
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The active offer of health services in French is a regular and ongoing offer to the Francophone population.
This service offer :
- Respects the principle of fairness ;
- Aims for a quality of service comparable to what is offered in English;
- Is linguistically and culturally appropriate to the needs and priorities of Francophones;
- Is inherent to the quality of services provided to people (patients, residents, beneficiaries) and an important factor that contributes to their safety.
It requires accountability at several levels and requires partners to exercise their leadership in French-language health services.
In concrete terms, it means a set of health services available in French and offered in a proactive manner, i.e., they are clearly advertised, visible and easily accessible at all times.
The Leadership Trainingon Active Offer
Download the PDF version
Language: English
PDF file: 4,3 Mb
The inclusive definition of Francophones (FID), adopted in 2009, includes those whose mother tongue is neither French nor English, but who have a specific knowledge of French as an official language and who use French at home, including many recent immigrants to Canada.
The Ontario Ministry of Health has strengthened the role of all FSS to increase the capacity to provide health services in French and to meet the needs of a local Francophone community. The Department of Health expects agencies to develop and implement a French Language Services Plan (FLS) that describes how they will meet the needs of their local Francophone community.
The plan should include mechanisms and procedures based on the active offer concept. It should also collect EFS data such as the identification of Francophones and health services available in French in their geographic area or sufficiently close to it.
“There is compelling evidence that language barriers have negative impacts on access to health services. Patients face significant barriers to accessing promotion and prevention programs. Various studies also indicate that they face significant barriers to first contact with health services in a number of situations. Although the number of studies devoted to this issue in Canada is limited, their findings are consistent with those of studies in other countries.”
Health professionals who can communicate in French can convey essential health information, encourage clients to seek care and promote rehabilitation, and build relationships to maintain long-term health.
Health care providers who offer health care in French contribute to improved accessibility, efficiency and effective use of health care services, safe and healthy outcomes. This will result in greater patient satisfaction.
Active offer requires the participation of decision makers, health service providers, health professionals and the Francophone community.
Some of the elements for implementing an active offer of services in French are as follows
- Use of “Hello-Bonjour” in greetings (in person and by phone).
- Bilingual voice message in place.
- Bilingual display in place for patients.
- Francophone professionals who wear “je parle français” labels.
- Bilingual business cards are available for French speaking staff.
- Translation of certain documents.
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