Somerset
NHS Foundation Trust
Information and help for the bereaved Community & Mental Health Hospitals Somerset NHS Foundation Trust, Parkfield Drive, Taunton, Somerset TA1 5DA Telephone: (01823) 343753 or 01935 384746
Somerset NHS Foundation Trust would like to offer you our sincerest condolences at this difficult time. We know that the death of someone close, can be very distressing.
This booklet aims to explain what happens next; including information about how to comment on the care your loved one received and what happens if a death is looked into by HM Coroner.
It also provides details of the processes involved if you have any significant concerns about the care we provided and gives you practical advice, support and information.
Contents Introduction
1
Medical Examiner Service and Medical Certificate of Cause of Death
2
Registering the death
3
Spiritual Care
5
Choosing a Funeral Director
6
Coroner’s Referrals
7
Post Mortem Examination
7
Inquest
8
Reviews of Deaths in our care
9
Investigations
10
Feedback, concerns and complaints
11
People you might need to inform
12
Further information and support
13
Bereavement support following the death of a loved one
14
Advice and support
15 -17
Funeral Directors from the region
18 - 22
Introduction This publication has been compiled using information supplied by hospitals across the country. The National Health Service is very grateful to everyone who has contributed to the development of this information. In particular, they would like to thank all the families who very kindly shared their experiences, expertise and feedback to help develop this resource. This information has been produced in parallel with ‘Learning from Deaths - Guidance for NHS Trusts’ on working with bereaved families and carers, which can be found at :– www.england.nhs.uk/publication/national-guidance-onlearning-from-deaths
1
Medical Examiner Service and Medical Certificate of Cause of Death Somerset NHS Foundation Trust is now hosting a Medical Examiners Service, which is a nationally mandated system for reviewing deaths that occur in hospital. The Medical Examiner (ME) is a senior doctor, who is independent and not involved in the person’s care. With the assistance of trained Bereavement & Medical Examiner Officers (B&MEO) and, in collaboration with the doctor responsible for your loved one’s care, they will review all deaths within all of the Trust’s inpatient hospitals in order to establish a cause of death prior to the issuing of the Medical Certificate of Cause of Death (MCCD). Following the death of your loved one, the ME or one of their officers will contact you. This will be a routine call which will give you the opportunity to discuss the care and treatment your loved one has received and share any feedback you may have. The Bereavement & Medical Examiner Officers are also able to answer any questions you may have on further practical steps you need to follow in the days to come. Whilst we endeavour to review each case as soon as possible, some unavoidable delays may occur. In some cases, the ME or the responsible doctor may need to speak to the Coroner before the MCCD can be issued and you will be informed if this is the case. The opening hours for the Bereavement & Medical Examiner Office are 10am until 4pm Monday to Friday excluding Bank Holidays. Contact number 01935 384746
2
Registering the death You can arrange an appointment with Somerset Registrations by calling 01823 282251. The person registering the death must be one of the following: • A relative of the person who has died • A person present during their last illness • A person present at the time of death • A person making the funeral arrangements The Registrar will ask for the following information about the person who has died: • Date and place of death and their usual residential address • Full name (and maiden/birth name if applicable) • Date and place of birth • If they were married, the name and date of birth of the surviving widow(er) or civil partner/the date of death of their spouse • Occupation and the occupation of their husband/wife/civil partner • Whether they were receiving a pension or allowance from public funds Once you have completed the registration of death with the Registrar, they will issue a certificate of burial or cremation (Green Form) for the Funeral Director and the Death Certificate. They will also ask you how many copies of the Death Certificate you will need. These are £12.50 per certified copy.
3
You can find a list of some of the organisations who would require a certified copy of a Death Certificate below. Please note, this is not a definitive list and is for guidance only: • Banks and Building Societies - those that are local which can be visited in person will require sight of the certificate. They will photocopy the original and return it to you. • Personal Pension Companies • Premium Bonds and National Savings • Life Insurance • Contracts and Agreements • Probate • Solicitors • Accountants • Stocks and Shares • Mortgage Company and Land Registry • Credit Cards and Finance Agreements • Memberships of Professional or Social Bodies The Registrar can also provide information about the Tell Us Once service. This is a free service which informs certain organisations for you, to save you several different phone calls. A list of some of the organisations are below, again this is not a definitive list and for guidance only: • • • • • • • • •
DWP – you will need the deceased’s National Insurance Number Council Housing Council Tax Library Services Electoral Services Adult Social Services Blue Badge Housing Benefit Child Benefit 4
• • • • • • • • • • • • •
Working Tax Credits Child Tax Credits Personal Taxation DVLA Driving Licence – you will need the Driver Number Registered Keeper of a Motor Vehicle – you will need the Registration Number Concessionary Travel Passport Agency – you will need the passport number Government Pensions NHS Civil Service Armed Forces Participating Local Government Offices
Spiritual Care The Chaplaincy for Community and Mental Health can be contacted by email: Chaplains.community@somersetft.nhs.uk or 01823 668794 (answerphone only – please leave a message). Messages will be regularly checked during office hours.
5
Choosing a Funeral Director You do not have to wait until you have the Medical Certificate before you speak to a Funeral Director. We would ask you not to confirm any date for the funeral until you know we have made an appointment with you to collect the paperwork. When choosing a Funeral Director, you should feel comfortable and confident with them. Funeral Directors can manage all or part of the funeral arrangements. They can give advice on available options and provide support to help you make decisions. You can ask any Funeral Director for an estimated cost before making a commitment to use their services and it is reasonable to seek estimates from more than one company. Many people now have pre-paid funeral plans which have all of their wishes pre-arranged. You may need to check if your loved one has one in place and which Funeral Director it was taken out with. The Funeral Director needs to know and discuss with you: • The name, age and religion of the person who has died • The place of death and name of the doctor who has signed the Medical Certificate • Any particular requests left by the person who has died • If burial or cremation is required (please ask your Funeral Director about the costings for each of these) • The style of coffin • The type of service, hymns, cars, flowers, newspaper notices (if any), etc. Funeral costs are normally recoverable from the person’s estate, however the person organising the funeral will initially be responsible for paying the bill. It is advisable to check where the money will come from before you make arrangements and when the Funeral Director will require the bill to be paid. Where finances are limited you may be entitled to help with some of the funeral costs from the Social Fund. The staff in the Bereavement Office can provide an application form for this. A list of Funeral Directors in the Somerset area is provided on pages 18 - 22 in this booklet. 6
Coroner’s Referrals Under certain circumstances the involvement of the Coroner may be necessary. Examples of such circumstances are: • all sudden and unexplained deaths • where the cause of death is unknown and a doctor cannot issue a certificate • any death through unnatural or suspicious causes, for example suicide, violence, poisoning, accidents • if the death occurred as a result of an operation or procedure • if the death was caused by industrial disease • any death where the person was on a section under the Mental Health Act The Coroner for Somerset is an independent judicial officer who enquires into those deaths who fall into the above categories. The Coroner’s Officers are independent representatives and work to the guidance of the Coroner. The Coroner’s Officers will be contacted by the doctor and the Coroner will decide one of 3 things: • that the death was from natural causes and the doctor is permitted to issue the Medical Certificate of Cause of Death • the cause of death is unknown and a post mortem examination is required • the cause of death is unnatural and an inquest is to be held
Post Mortem Examination The Coroner is legally empowered to request a post mortem, therefore your consent is not required. You will be informed if a post mortem is necessary by the Coroner’s Officer responsible for your loved one’s case and if you have any concerns you can discuss these with him/her. Following the outcome of the post mortem, the Coroner’s Officer will contact you to inform you of the result. They may ask which Funeral Director you intend to use and whether burial or cremation is to be arranged. 7
Inquest If the death is from unnatural causes, or there is need for further enquiry following a post mortem, the Coroner will open an inquest into the medical cause and circumstances surrounding the death. The Coroner’s Officer will explain the details to you at the time, the inquest will be adjourned and re-opened at a later date. In this situation, the Coroner will normally issue an interim Death Certificate which will enable you to register the death and make funeral arrangements. Following the inquest the Coroner will send the Coroner’s Certificate to the Registrar to allow the death to be formally registered and the full death certificate to be issued accordingly. The Medical Examiner or Bereavement & Medical Examiner Officer will tell you if your loved one’s case needs to be referred to the Coroner and why. If we do not refer a death to the Coroner, but you have concerns relating to the treatment provided here, you can ask the Coroner to consider holding an inquest. It is a good idea to do this as soon as possible after your loved one has died; as delays in requesting an inquest may mean that any opportunity for the Coroner to hold a post mortem is lost. The local Coroner’s Office can be contacted via: His Majesty’s Coroner, Old Municipal Buildings, Corporation Street Taunton Somerset TA1 4AQ Telephone: 01823 359271 Email: coroner@somerset.gov.uk If you are seeking, or involved in an inquest, you may wish to find further independent information, advice or support. Details of organisations that can advise on the process, including how you can obtain legal representation, are listed on pages 15 -17 in this booklet. 8
Reviews of deaths in our care Case note reviews are routinely carried out by NHS Trusts on a proportion of all deaths in order to learn, develop and improve healthcare, and also when a problem in care may be suspected. A case note review is where the NHS looks at the patient notes and other details that are available to review a patient’s death. These reviews are carried out by a clinician who was not directly involved in the patient’s care, looking at each aspect of their treatment and how well it was provided. When a routine review finds any issues with a patient’s care, we contact their family to discuss this further. We also carry out case note reviews when a significant concern is raised with us relating to the care we provided to a patient. It is considered a ‘significant concern’ when: • any concerns raised by the family cannot be answered at the time; • any concerns are not answered to the family’s satisfaction or answered in a way which does not reassure them. This may happen when a death is sudden, unexpected, untoward or accidental. If this happens, it will be discussed how these findings are shared with you, including thorough checks as to whether we have permission to share this information with family or carers. Apart from case note reviews, there are specific processes and procedures that Trusts need to follow if your loved one had a learning disability; is a child; died in a maternity setting; or as a result of a mental health related homicide. Should they be required, we will provide you with the specific details on these processes and if they will delay the funeral.
9
Investigations In a small percentage of cases, there may be concerns that the death could be, or is related to, a patient safety incident. This is any incident which could have led, or did lead, to harm for one or more patients receiving healthcare. Where there is a concern that a patient safety incident may have contributed to a patient’s death, a safety investigation will be undertaken. The purpose of a safety investigation is to find out what happened and why. This is to identify any potential learning for the Trust and to reduce the risk of a similar incident happening to other patients in the future. If an investigation is to be held, you will be informed. We will explain the process to you and ask you about how, and when, you would like to be involved. If appropriate, we will explain how you will be included in setting the terms of reference (the topics that will be looked at) for the investigation. Investigations may be carried out internally or by external investigators, depending on the circumstances. In some cases, an investigation may involve care providers other than Somerset NHS Foundation Trust, for example, if your loved one has received care from several organisations. In these circumstances, this will be explained to you, and you will be told which organisation is acting as the lead investigator. You will be kept up-to-date on the progress of the investigation and invited to contribute. Your comments will be incorporated into the report. After the report has been signed off, the Trust will make arrangements to meet with you to discuss the findings. You may find it helpful to get independent advice about taking part in investigations and other options open to you. Some people will benefit from having an independent advocate to accompany them to meetings and you are welcome to bring a friend, relative or advocate to any meetings you attend. Details of independent organisations that may be able to help are on pages 15 -17 of this booklet. 10
Where the death of a patient is associated with an incident during a patient’s care, staff must follow the Duty of Candour Regulation which means we have to be honest and open. Our staff will explain this to you in more detail.
Providing feedback, raising concerns or making a complaint Providing feedback: We value and welcome your thoughts about your loved one’s care. Receiving feedback from families helps us to understand: • the things we are doing right and need to continue; and • the things we need to improve upon. Raising concerns or complaints: It is very important to us that you feel able to ask questions and raise concerns regarding the care your loved one received. You can do this by informing the staff in the Bereavement Office, as they may be able to answer your concerns by reviewing the notes. If there are any serious care concerns, we will highlight these to our Learning from Deaths Lead within the Trust who will look into these further. If you would prefer to discuss your concerns with someone not directly involved in your loved one’s care, please contact our Patient Advice and Liaison Service (PALS) on: email: pals@somersetft.nhs.uk
11
People you might need to inform, apart from close family and friends (excluding ‘Tell Us Once’) Done
Done
Electricity, gas, telephone, water companies, internet service provider
Priest, vicar, minister or leader of other faiths Hospital other than Musgrove Park Hospital, dentist, optician
Post Office (redirect mail) Cancel any appointments (apart from Musgrove Park Hospital and GP)
Bank, credit cards, Building Society Social Services (home help or care) or other care provider
Day Centre transport
Previous place of work/ place of work (occupational pension)
NHS departments for returning equipment
Deliveries, for example, milkman, newspapers
Employer, trade union
Executors of the Estate named in the person’s Will
A child’s or young person’s teacher, employer or college if a close relative/friend has died
Solicitor Insurance Companies, eg. car, home, life, caravan Residential or nursing home Landlord, housing agency Mortgage company/landlord
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Further information and support Practical Do’s and Don’ts Do • Choose a Funeral Director with whom you feel comfortable • Express your emotions • Talk about what has happened with your family, close friends or a sympathetic group • Eat properly and rest • Guard against accidents in the home • Make sure your home is secure • Consult your doctor if your health is a worry • Contact ‘Cruse’ or another group if you need extra support (contact numbers on pages 15 -17 of this booklet) Don’t • Hide your feelings • Let family or friends hurry you into making decisions or doing things until you are ready, for example sorting out your loved one’s belongings before you are ready to tackle that task yourself • Enter into any financial arrangement you do not understand • Turn to drugs or alcohol • Allow the funeral to be rushed or be unnecessarily expensive • Move home or make any major life changes whilst you are still grieving • Hurry the healing process. Take it at your own pace Bereavement is a distressing experience we all encounter during our lives. Yet it is something few of us talk about, resulting in little opportunity to learn about coping with the death of someone close to us. Grieving is a natural process that usually takes place after any death but, most powerfully, after the death of someone we love. For any further information on coping with grief and what support is available to you, please contact the Bereavement & Medical Examiner Office. 13
Bereavement support following the death of a loved one The death of someone close to you can be a very difficult and emotional time. With your consent, our Trust’s Hope Counselling Team will contact you a few weeks after your bereavement to discuss any support you may find helpful. You are not obliged to take this call. If you feel that you need support sooner, please let the Bereavement Team know and they will be able to arrange this for you. We can offer up to three supportive telephone calls over a period of time following your loss. These calls are intended to provide emotional support, help you adjust, and give you space to talk about how you are feeling. They also offer an opportunity to explore any additional support that may be useful to you
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Advice and Support Child Bereavement UK Supports bereaved children, teenagers and parents. 0800 02 888 40 Email: support@childbereavementuk.org Citizens Advice Bureau 01823 282235 www.citizensadvice.org.uk Compassionate Friends Support for bereaved parents, of all ages, and their families. 0845 123 2304 Email: helpline@tcf.org.uk Cruse Bereavement Care Provides counselling and support to all bereaved people irrespective of age. National telephone helpline 0808 808 1677 Email: info@cruse.org.uk Department for Work and Pensions For further information about what to do after a death regarding wills, pensions, probate etc. www.gov.uk/after-a-death Somerset Suicide Bereavement Support Service Support and information for those bereaved by suicide. Peer group meeting 1st Thursday of every month. 0300 330 5463 Email: bereaved@mindtws.org.uk 2Wish Providing bereavement support to all those affected by the sudden and traumatic death of a child or young adult aged 25 or under. 01443 853 125 Email: info@2wish.org.uk 15
Swan Advocacy Provides advocacy services in North Somerset and South Gloucestershire, Somerset and Wiltshire, (including generic advocacy and independent health complaints advocacy) to support people who complain about NHS services. They have expertise where bereavement or end of life care are a factor. www.swanadvocacy.org.uk The Good Grief Trust For help and support in one place. Lists over 700 support networks for a range of different needs. www.thegoodgrieftrust.org Email: hello@thegoodgrieftrust.org The Way Foundation A support group for people who have lost a husband, wife or partner at a young age. www.widowedandyoung.org.uk
Support for military veterans, reserves and their families Cruse Specialist bereavement care charity who recognise the particular differences for veterans and military families who are grieving. 0808 808 1677 www.cruse.org.uk/organisations/grief-in-the-military
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Soldiers’ Sailors’ and Airmen’s Families Association A charity providing welfare, health and support services for the UK military’s serving personnel, veterans and their families. - Access emotional support - Seek assistance if you are struggling with finances or your personal circumstances change following your loss For more information visit: www.ssafa.org.uk/get-help/ supporting-older-veterans/loss-of-a-loved-one 0800 260 6767 Defence Medical Welfare Service Independent charity providing support to the armed forces community when they need help during times of physical or mental ill health, either in hospital, rehabilitation settings or at home. www.dmws.org.uk Professionals can refer people for emotional support from Justine Clayton, Welfare Officer at the Defence Medical Welfare Service, by emailing: jclayton@dmws.org.uk Local military associations Connect with people who have similar backgrounds. From there you can discover other networks and support. Although this is not specific to bereavement, it could still be helpful for your wellbeing. Royal British Legion counties.britishlegion.org.uk/counties/somerset/somersetbranches Royal Naval Association www.royal-naval-association.co.uk/join-us/ Search online for other local and virtual groups. Local veteran breakfast clubs in Taunton and Yeovil – search online through Facebook for details. This list of contacts is just a selection of what is available and is not exhaustive. If you require any specific advice or support, please contact the Bereavement Office who can signpost you to the most appropriate agency. 17
Funeral Directors from the region Taunton & Wellington Area Co-operative 32 Priorswood Road, Taunton Funeralcare
01823 272139
Crescent Funeral Services
The Old Coach House, Crescent Park, Taunton
01823 530100
E White & Son
138-139 East Reach, Taunton
01823 272183
M Regan
Poundhill Cottage, North Curry
01823 490224
Nigel K Ford
45 Station Road, Taunton North End, Creech St Michael
01823 478726 01823 478221
Quantock Funeral Directors
69 Staplegrove Road, Taunton
01823 277938
Taunton Funeral Service
55 Bridge Street, Taunton Broad Meadow Way, West Road, Wiveliscombe
01823 321077
Thomas Brothers
95 Galmington Road, Taunton High Street, Wellington
01823 476528 01823 476424
H Tredwin & Son Ltd
5 & 17 North Street, Wellington
01823 672287
Friendship and Sons
46-48 Ladymead Road, Taunton
01823 618030
18
01984 624149
Bridgwater & Burnham Area Ashley Edwards
10 Church St, Highbridge
01278 794304
H Biffen & Sons
32 Wembdon Road, Bridgwater
01278 423333
Bridgwater Funeral Services
15 Bristol Road, Bridgwater
01278 457755
Burnham Funeral Services
97 Oxford Street, Burnham-on-Sea 01278 588326
Co-operative Funeralcare
6-8 John Street, Bridgwater 14 Adam Street, Burnham-on-Sea
01278 446161 01278 773847
Grandfield and Son
Keenthorne, Nether Stowey
01278 732219
P J Harris
2 Cross Street, Burnham
01278 589166
R Millard and Son
6 Springfield Rd, Highbridge
01278 793078
Wallace Stuart
73 Fore Street, North Petherton
01278 664400
Robson 60 Clare Street, Bridgwater Funeral Services
01278 497300
Minehead Area Amanda-Louise Funeral Services
3 Blenheim Road, Minehead
07879 220046
Green Undertakings
12a Swain Street, Watchet
01984 632285
Hedley Price
Mart Road, Minehead
01643 703111
Oak Funeral
34 Long Street, Williton
01984 248006
Robson Funeral Services
14 Park Street, Minehead
01643 703000
19
Ilminster & Chard A J Wakely
45 Holyrood Street, Chard 7 West Street, Ilminster
01460 67900 01460 52576
Bishops
Cillerhayes, Old Town, Chard
01460 66909
B Gibbs
The Manse, 28 Fore Street, Chard 25 Silver Street, Ilminster
01460 66100 01460 929100
A J Wakely
33 Sparrow Road, Yeovil
01935 479913
Co-operative Funeralcare (Inc G H Cook)
8-11 Bond St, Yeovil
01935 423463
Forsey and Son
Pound Pool, Somerton
01458 272297
Irish and Denman
Palmer Street, South Petherton
01460 240348
Crescent Funerals
Bow House, Bow Street, Langport
01458 252505
David Rivett
30 Lyde Rd, Yeovil
01935 433737
Stuart Foster
27 Market St, Yeovil
01935 508971
Yeovil Area
20
Glastonbury & Wells Area Forsey and Son
Willowfields, Lowerside Lane, Glastonbury
01458 831020
W B Gibbs
Riverside, Henton
01749 672550
M Franks and Sons
Bath Road, Ashcott
01458 210627
G Holland and Son
58 - 62 Vestry Road, Street
01458 840658
Trotman
Ashdene, Doulting, Shepton Mallet
01749 880271
Unwins
The Firs, Underwood, Wookey Hole Road, Wells
01749 679927
Heymock & Cullompton Pring and Son
50 Fore Street, Cullompton
01884 32855
Walter H Squires
27 Higher Street, Cullompton
01884 839556
Crewkerne & Axminster A E Stoodley & Son
37 Market Square, Crewkerne
01460 73229
A J Wakely
2 Abbey Street, Crewkerne
01460 74547
J F Clarke and Son
Lyme Rd, Axminster
01297 32686
W G Potter Funeral Directors
William Potter House, West Street, Axminster
01297 34283
Cheddar and District Funeral Directors
Redcliffe Court, 3 Redcliffe Street, Cheddar
01934 742958
M J Sheppard
Cornerways, Church Street, Cheddar
01934 742885
Cheddar
21
Frome Area Co-operative Funeral 1 Nunney Road, Frome Directors
01373 473426
Clarksons Funeral Directors
Martha’s House, Broadway, Frome
01373 463888
Wayne Kelly
R20 Marshall Way, Commerce Park, Frome
01373 476277
Greenwood
26 Somerset Road, Frome
01373 440195
Curtis Ilott
Baywell House, Ellworthy Park Frome
01373 452116
William Adlam
68A Locks Hill, Frome
01373 441843
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We wish to thank the advertisers and sponsors, without whom this publication would not be possible
The Trust does not endorse any of the products or services they provide.
If any of the information contained in this pack is incorrect, for example, contact numbers and/or details, please inform the Bereavement & Medical Examiner Office on 01935 384746.
Reference: Somerset NHS Foundation Trust Bereavement Book Review Date: June 2028 Publication Date: June 2026
23
The Trust would like to thank RNS Publications for publishing this information and the following pages contain some features from services offering their help at this time. Whilst the Trust is grateful of their support it does not endorse or recommend any of the services that they provide. Please note, whilst information is correct at the time of publication, this may be subject to future change.
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