Arrowe Park Hospital Bereavement Booklet - SAMPLE 1

Memories

are the loveliest thing, They last from day to day, They can’t get lost, They don’t wear out, And

can’t be given away.

This booklet is designed to be a practical help to bereaved people. The information included is not meant to replace advice already given by others, but to offer a simple guide to what has to be done.

Wirral University

Teaching Hospital

NHS Foundation Trust

Arrowe Park Hospital

Arrowe Park Road

Upton

Wirral CH49 5PE

Tel: 0151 678 5111

On behalf of Wirral University Teaching Hospitals, may we offer our heartfelt sympathy and deepest condolences to you, your family and friends during this very sad time.

This leaflet aims to provide useful help and information to assist you during the early days of your bereavement and to assist you with the arrangements that need to be made. Please do not hesitate to ask if you are not clear about anything. Our staff will always be pleased to help you. If you have any religious, cultural or other needs, please tell us. This includes requests for urgent certification where there are specific religious or cultural requirements.

Our Bereavement Services Team are available for you to call between the hours of 10am and 4pm, Monday to Friday and can be contacted on 0151 604 7346. May we request you do not attend the bereavement service office unless advised to by a member of the bereavement services team.

“D

Block” including Bereavement Office

Arrowe Park HospitalMap

What happens next?

Please phone the Bereavement Services Office at Arrowe Park Hospital after 10am the next working day after your loved one has passed away (0151 604 7346). We will then talk you through what happens next and how long this will usually take. When you call the Bereavement Services team, we will need to take the following details from you:

• The name of the deceased person

• Your name, address and contact number

• Which funeral director you will be using

• Is it cremation or burial?

Once you have spoken with the Bereavement Services, you can complete an online proforma with the Registry Office on their website www.wirral.gov.uk/births-deaths-and-marriages/deaths/ register-death. You will need to complete this to be able to register the death of your loved one. If you have no internet access or require assistance, the Bereavement Officer can complete the proforma with you on the telephone and send it to the Registry Office on your behalf. The fee of £11 per death certificate, this is payable to the registrars when you complete the proforma online. It may be helpful to think about how many certificates you will need before your Registrar appointment. You will need an original copy (not photocopy) to inform any solicitor, bank or building society, insurance company, mortgage company and amenity company the decease had an account with.

The person organising the funeral will need to contact a funeral director. You do not need to wait until the death of your loved one has been registered to do this, but we would recommend you do not set a firm date for the funeral until the relevant paperwork has been completed.

We aim to complete all the relevant paperwork within 5 working days, but there can be delays if a Coroner needs to be involved or if your loved one has passed away over a weekend.

Some people are eligible for assistance with funeral costs, advice and guidance can be sought from the Government link below: www.gov.uk/funeral-payments

Paperwork required to register the death of your loved one

The doctors who have looked after your loved one will need to complete some paperwork which includes the cause of death. This will then be reviewed by our Medical Examiner team.

The Medical Examiner is a fully trained doctor who reviews all hospital deaths. This is to provide independent scrutiny of the care your loved one received. The Medical Examiner and their team will contact you by telephone to explain the cause of death and answer any questions you may have. The views of the community we look after are an important part of ensuring we are providing the best care possible, and the Medical Examiner Officer will ask you about the care your loved one received, good or bad. To help us learn from patients and families’ experiences, the feedback you give us may result ina fuller review of the care your loved one received so that lessons can be learnt.

Registering the death

Once the Medical Examiner Officer has spoken to you, we will then contact you again to check you have all the information you need and what your plans are for your loved one’s funeral arrangements so we can ensure the hospital bereavement processes are completed in a timely fashion. Please do not hesitate to ask any questions you may have or contact the bereavement service at any point if you have any questions. Once you have completed your online proforma and had a conversation with the Medical Examiners Officer, the Registry Office will contact you directly. This is to arrange an appointment time, for registering the death, which will usually last approximately 30 - 45 minutes.

At your appointment with the Registrar, you will need to tell them the following information about the deceased person:

• First names and surname (including any previous names such as maiden name)

• Date and place of death

• Last usual address

• Date and place of birth

• Last occupation

• Marital status (if their spouse is still alive, they will need their full name)

Once you have registered the death of your loved one, you can use the government ‘Tell Us Once’ service - this lets you report the death to most government organisations in one go. The registrar will explain this service to you when you register the death. They will either:

• Complete the ‘Tell Us Once’ service with you

• Give you a unique reference number so you can use the service yourself online or by phone. You must use this service within 28 days of getting your unique reference number. The phone number also has a video relay service for British Sign Language (BSL) users and Relay UK if you cannot hear or speak on the phone.

Tell Us Once Service

When someone has died, there are several organisations that need to know.

The ‘Tell us Once’ service allows you to report a death only once. The information is given to the Department for Work and Pensions (DWP) who will then pass it on to a number of other government departments and council services.

How to use the service

Once you’ve registered the death, the registrar will explain how to use the service. You can:

• Tell us online by visiting www.gov.uk/tell-us-once (you will need a reference number which the registrar will give you)

• call the Department for Work and Pensions on 0800 085 7308

• visit any council One Stop Shop. Call 0151 606 2220 to make an appointment

Information you will need to provide

The DWP will need the deceased’s:

• National Insurance Number

• death certificate

• details of any benefits or services they were receiving

The DWP may ask for information about:

• their next of kin

• any surviving husband/wife or civil partner

• anybody who is getting child benefit on their behalf

• the person dealing with their estate

You must get the agreement of the people listed above if you are going to provide the DWP with information about them.

If you are not the next of kin, or the person dealing with the deceased’s estate, you can still use the service if you have the authority to act on their behalf.

Please remember that it is still your responsibility to make sure any organisation that pays a benefit has correct and up-to-date information.

Organisations Tell Us Once will contact

The DWP can contact the following organisations:

• Department for Work and Pensions

• The Pension Service

• Disability and Carers Service

• Jobcentre Plus

• HM Revenue and Customs

• Child Benefits

• Tax Credits

• Identity and Passport Service

• Driver and Vehicle Licensing Authority

The DWP can also contact the following departments if you ask us to:

• Council Tax

• Housing and Council Tax Benefits

• Disabled Blue Badge

• Adult Social Care

• Children’s Social Care

• Collection of payment for council services

• Electoral services

• Wirral Library Service

If you attend an appointment at the council the DWP can also contact the following departments and organisations for you:

• Business Rates

• Wirral Council’s leisure service

• Adaptation and equipment service

• Property Pool Plus (housing waiting list)

• Technical services department

• Magenta Living

• Merseyside Pension Service

The organisations the DWP give your information to will only use it as the law allows. The DWP will only notify those services that you request.

Your loved one’s belongings

We request that next of kin take home any valuables and property belonging to their loved one, if they are present when they pass away. If there are any valuables or property left at the hospital these will be listed by the ward and sent to the hospital cash office and the bereavement office, where arrangements can be made to collect at a later date. If you need to come in and collect property or valuables, the bereavement office request that you bring a form of identification with you on collection.

The role of the Coroner

There are three main reasons why your loved one’s case may be referred to the Coroner:

• A death has been sudden and unexpected

• A person has been unwell, but the medical team are not certain why their death happened at that particular time

• A death has been caused because of an accident or unusual circumstances

The Coroner will look at the case and decide what happens next. They may ask for a post-mortem to find out the exact cause of death, but this does not happen for every case. The Coroner may decide to undertake an inquest, which is a ‘fact finding’ exercise that aims to find out the reasons for someone’s death. If the Coroner is involved, the certificate to register the cause of death will be given to the Registrar by the Coroner. A referral to the Coroner does not automatically mean there will be an inquest or post-mortem, but there will be a sight delay in the relevant paperwork you need.

Arranging the funeral and choosing a funeral director

• You do not have to wait until you have registered the death before contacting a funeral director.

• Funeral directors are available 24 hours a day, 7 days a week and the earlier the funeral director becomes involved, the sooner they will be able to act on your behalf to find out when the necessary documents allowing the funeral to proceed will be issued.

• If the death has been referred to the Coroner his office will advise you what to do. Your funeral director will liaise with the Coroner for you.

• If there is to be a hospital post-mortem examination the date when the funeral can be held may be affected.

• If your relative/friend has made a will this may give information about their funeral arrangements.

• Funeral director’s addresses and telephone numbers can be obtained from your local telephone directory, Yellow Pages or Thompson’s Local Directory, and it is advisable to contact a funeral director who is a member of recognised trade association.

Rights and options

The main requirements in England and Wales are that the death is certified by a doctor or Coroner, registered with a Registrar of Births, Marriages and Deaths, and the body either buried or cremated.

• You do not have to have a funeral ceremony.

• You do not have to use a religious minister.

• You do not have to use a funeral director.

• A ceremony does not have to take place in a crematorium or place of worship.

There are more options concerning the content of a funeral ceremony and its duration than many people realise.

• Woodland burial and other green options are increasingly available.

• The majority of people choose to make their arrangements through a funeral director, but some people see ‘do-it-yourself’ funerals as more personal and less expensive.

• If this approach appeals, and you have time to research and prepare, enquire at the cemeteries and crematorium department of your local authority for guidance.

Choosing a funeral director

Funeral directors will manage funeral arrangements and give advice and support. The following factors may influence your choice:

• Location of the firm’s premises.

• Range of services provided.

• The way you are treated by the staff.

• Cost.

• Recommendation of those who have used the service.

• Ownership (small family business or large firm).

A simple funeral

Most people would probably require the funeral director to provide the following services as a minimum:

• Make all the necessary arrangements.

• Provide appropriate staff.

• Provide a suitable coffin.

• Transfer your relative/friend from the place of death to the funeral director’s premises.

• Care for your relative/friend prior to the funeral.

• Provide a hearse to the nearest cemetery or crematorium.

• Arrange for burial or cremation as appropriate.

Embalming, viewing of the deceased, or providing cars for mourners are optional extras.

Funeral costs

• Costs for the same services may vary considerably from one funeral director to another.

• You may wish to get more than one quote to compare costs. Disbursements’ are fees paid to others, e.g. for cremation, minister, doctors’ certificates, newspaper announcements, flowers, etc. Ask the funeral director for a written quotation detailing all these fees.

• Funeral payments are normally recoverable from your relative/ friend’s estate.

• Paying for the funeral. If you arrange the funeral, you are responsible for paying the bill.

• If you are finding it difficult to pay for the funeral that you have to arrange, you may be entitled to receive a Social Fund Funeral or the Bereavement Support Payment.

• Payment from the Department for Work and Pensions providing you or your partner receive one of the following:

• Income support.

• Housing benefit.

• Council tax benefit.

• Job seeker’s allowance (income based).

• Disabled Person’s tax credit.

• Working family’s tax credit.

Your local Citizens Advice Bureau can help with all legal and practical matters following a death. Telephone numbers are listed in local Yellow Pages.

Age Concern provides advice and information to anyone over the age of 60 about funeral arrangements and welfare benefits etc.

There are also two booklets that might be of help to you (published by the Department for Work and Pensions):

• Help with the costs of a funeral from the Social Fund (SF200).

• What to do after a death in England & Wales (DWP Leaflet D49).

These are available from the Register Office, Social Services and main Post Offices, and also online at: www.gov.uk/bereavement-support-payment.

Notification of a death in a newspaper

• You may wish to put an announcement about the death in the national or local newspapers, giving the date, time and place of the funeral and your wishes about flowers or contributions to charity or research.

• The classified advertisement department of the newspaper will help you with the wording or you can leave this to your funeral director. For security reasons, you should not include your address.

If you have any queries about the will or regarding the absence of a will you can contact:

Probate Registry

Queen Elizabeth II Law Court

Derby Square Liverpool L2 1XA

Tel: 0151 236 8264

A useful booklet on how to obtain Probate (PA2) is available from the Probate Service.

Who needs to be told about the death

Apart from family, friends and neighbours there are other people who may need to know about your relative or friend’s death. These are:

Done

The Priest, Vicar or Minister of other Faiths

Family Doctor, Hospitals, Dentist, Optician

The Benefits Agency (pensions, benefits)

The Bank, Giro, Credit Cards, Building Society

Social Services (home helps, home care)

Schools, College or University attended

Previous places of work/place of work (occupational pension)

Executors of the Estate (Will)

Solicitor

Insurance Companies

Library service

Inland Revenue

Residential or Nursing Home

Landlord, Housing Department

Council Tax Offices

Electricity, Gas, Telephone, Water Companies

Post Office (redirect mail)

D.V.L.A. Swansea

Careline

Cancel any appointments

Stopping Junk Mail (stopmail.co.uk)

• Should your relative/friend have been living alone you may need to ensure that their home is secure and remove all signs that indicate no-one is there.

• You may also need to arrange for any pets to be cared for, collect spare keys from other relatives, friends and neighbours and check the terms and conditions of any insurance/rental agreements covering the property.

Spiritual and Pastoral support

Hospital Chaplains are available to help you if you feel that would be of benefit. The Ward or Main Reception can contact the Chaplain on duty for you and he or she will come as soon as possible.

The Hospital Chapel is a quiet space that many find helpful in times of need. It is always open and located next to Ward 10 on the first floor. There is also a Prayer Room for anyone of any faith situated next to Haematology Day Ward on the ground floor.

What grief can feel like

Grief is a very personal experience and there are no rules or a ‘correct’ way to grieve. Some people feel numb or that they have low energy and don’t feel like doing normal daily activities. Please be kind to yourself. It is good to eat regularly and take some gentle exercise. You may feel lots of different emotions all at once. The deep feelings of missing your loved one may continue for a long time.

If you are struggling with your grief and you would like someone to talk to, there are lots of organisations which can offer support. Some may offer counselling, information, or support groups. You can also talk to you General Practitioner.

Useful links

• What to do when someone dies: step by step www.gov.uk/when-someone-dies

• Cruse Bereavement Support www.cruse.org.uk or National Helpline on 0808 808 1677 (Mondays ans Fridays 09.30 - 17.00, Tuesdays, Wednesdays and Thursdays 09.30 - 20.00)

• Child Bereavement UK www.childbereavementuk.org

• Samaritans UK Helpline available 24/7 on 116 123

Bereavement Service feedback

Your thoughts are important to use and we would value feedback on your experience of our hospital services and the provision of care during your loved ones last days. If you would like to provide feedback, you can access the survey several ways.

1. by using the QR code

2. Or you can access the survey from the web address below: https://ratemynhs.co.uk/survey/454e3ea2-0f96-48bb-83e03c67ca4f0175

3. Alternatively, if you would like to provide feedback but would prefer to give this over the telephone please call the bereavement office team, who will assist you.

We appreciate your time in completing the questionnaire and our thoughts continue to be with you currently.

Support groups

Age UK

Tavis House

1-6 Tavistock Square

London WC1H 9NA

Telephone: 020 7278 1114

Helpline: 0800 1696565

Macmillan Cancer Information & Support Centre

Within Arrowe Park Hospital

Telephone: 0151 552 1860

Email: wih-tr.macmillansupport@nhs.net

SANDS

Sands Helpline t: 0808 164 3332

e: helpline@sands.org.uk

Samaritans

Tel: 116 123 (freephone)

Healthwatch Wirral

Pacific Road Business Hub, Unit G3, Pacific Road, Birkenhead, CH41 1LJ

Telephone: 0151 230 8957

Email: info@healthwatchwirral.co.uk

Wirral Cruse Bereavement Care

Royal Standard House 334 New Chester Road

Birkenhead CH42 1LE

Telephone: 0151 645 6604

Email: wirral@cruse.org.uk

Other support groups

Age UK Wirral

A wide range of services are available for the over 50s. Also runs ‘Home from Hospital’ service.

Telephone: 0151 482 3456

www.ageuk.org.uk/wirral

Alder Centre

Support for anybody who has lost a child.

Alder Hey Children’s Hospital

Eaton Road Liverpool L12 2AP

Telephone: 0151 252 5391

Carers UK

Advice and support for carers, including in bereavement.

Telephone: Advice Line 0808 808 7777 www.carersuk.org

Central Advice & Duty Team

Social Services helpline

Telephone: 0151 514 2222 option 3

Cheshire & Wirral Partnership

Community Mental Health teams about drug services, eating disorders, memory assessment/dementia services.

Telephone: 0300 303 3157

www.cwp.nhs.uk

Citizens Advice Bureau Wirral

FREE independent advice on rights and responsibilities, including financial and benefits advice.

Telephone: 0300 3300 111

www.wirralcab.org.uk

Clatterbridge Cancer Centre

Telephone: 0151 334 1155

www.clatterbridgecc.nhs.uk

Compass

Counselling on Merseyside Pastoral and Supporting Service

Providing counselling support pre and post bereavement for 18 and over.

Counselling appointments in Birkenhead, Friday 9.00am – 5.00pm. Appointments only by phone.

151 Dale Street

Liverpool L2 2AH

Telephone: 0151 237 3993

www.compass-counselling.org.uk

Cruse Bereavement Care for children and young people

Website support designed by young people for young people.

Telephone: 0808 808 1677

www.hopeagain.org.uk

Department of Work and Pensions (DWP)

If patients need to query information regarding benefits on going into hospital.

www.gov.uk

Fibromyalgia Support Group

Telephone: 0151 348 1098

Helplink

Community support – can help with transport and other needs for elderly patients.

Telephone: 0151 648 3322 www.helplink.org.uk

Lonsdale Trust Wallasey

A day care organisation for older people and carers.

Telephone: 0151 630 2076

Medicash

For claim forms and cash plans for help with health costs.

Telephone: 0800 011 2222 www.medicash.org

North West Ambulance Service (NWAS)

Information and advice re patient transport and PALS for transport concerns/complaints.

Telephone: 0345 112 0999 or 0151 260 8628 www.nwas.nhs.uk

POPIN

Older People’s Independence Network for the over 65s.

Telephone: 0151 514 2600 www.wirral.gov.uk

Riprap

This site for 12 to 16 years olds with parent with cancer. www.riprap.org.uk

Widowed and Young

Helps the under 50s who have lost a partner. www.widowedandyoung.org.uk

Winston’s Wish

Provides emotional support and a range of services for bereaved children, young people and their families.

3rd Floor

Cheltenham House Clarence Street Cheltenham GL50 3JR

Telephone: 01242 515157

Helpline: 08088 020 021 www.winstonswish.org

Wired

Supports people with disabilities and carers to live independent lives – they offer a range of services and runs PALS for GP concerns.

Telephone: 0151 522 7990 www.wired.me.uk

Wirral Community Trust

Independent Living Centre, Hind Street Birkenhead

A provision for advice and information and equipment such as wheelchairs.

Telephone: 0151 514 2888 www.wirralct.nhs.uk

Wirral Pathfinders

Charity providing self-help support groups for people with mental health difficulties.

Telephone: 0151 334 2111 www.wirralpathfinders.org.uk

Useful addresses

The following addresses may be useful to persons taking responsibility for funeral and other arrangements:

The Probate Office

Queen Elizabeth II Law Courts

2nd Floor East Wing Derby Square Liverpool L2 1XA

Telephone Number: 0151 236 8264

Local Job Centre Plus Office

Bereavement Interviews can be arranged through your local Job Centre Plus office who will offer help with pensions, closing accounts, counsellors and possibly financial help towards funeral costs.

We wish to thank the advertisers and sponsors, without whom this publication would not have been possible.

However the hospital does not endorse any of the products or services they provide.

Ref: Wirral University Teaching Hospital NHS Foundation Trust Bereavement Book

Review Date: May 2026

Publication Date: May 2024