Watford General Hospital
Help for Bereaved Relatives
This leaflet can be made available in Braille, symbol, picture format or produced in another language. Please contact the Patient Advice and Liaison Service (PALS) on 01923 217198.
Se desidera una copia di queste informazioni in un altra lingua, per favore chieda ad una persona dell’equipe di questo reparto di contattare l’ufficio PALS al numero 01923 217198
01923 217198
01923 217198
Se você gostaria desta informação traduzida, por favor contacte o Patient Advice & Liaison Service (PALS) pelo telefone 01536 493305.01923 217198
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The staff wish to express their sincere sympathy to you at this time.
This booklet aims to provide some practical help and advice during the early days of your bereavement.
Please don’t hesitate to ask questions if you are unclear about any matter, our staff will always be pleased to help.
How to contact Patient Affairs
Bereavement Office
Patient Affairs, Watford General Hospital, West Hertfordshire Teaching Hospital, Level 2 Princess Michael of Kent Wing.
Opening Hours: Monday to Friday 9am – 4pm
Contact Number: 01923 217114 if you wish to speak to a member of the Patient Affairs Team
The Patient Affairs team will contact you to explain the process and next steps. Medical Certificates can take a few days to process. The hospital will contact you once the certificate has been scanned to the registry office, there is no need for you to collect this from the hospital.
One of the patient affairs team will ask some additional questions in order to help complete the necessary paperwork, they will then explain the registration process and you will be given the opportunity to ask questions.
Part of the additional questions you will be asked is if you have any concerns regarding the care your loved one received prior to the patient’s death.
If you do not agree with the information stated on the medical certificate of cause of death, please raise this with the senior medical examiner officer when they provide you with the cause of death, they will then raise your concerns with the medical examiner who has reviewed your loved one’s case. Once registration has taken place any changes will be difficult to amend.
The Role of the Medical Examiner
Each inpatient death that occurs within the Trust is reviewed by a Medical Examiner. Our Medical Examiners are senior doctors who are independent from the care of our patients here at West Hertfordshire Teaching Hospitals. This ensures that all deaths are scrutinised by someone who has not been involved in the patient’s treatment. The responsibilities of Medical Examiners are first and foremost to the deceased and the bereaved family.
The Medical Examiner will:
• Advise doctors on how to complete the Medical Certificate of Cause of Death (MCCD) and they will ensure that the information on them is correct.
• Advise doctors on whether the law requires the coroner to be informed about the death.
• Identify cases where some aspects of healthcare could have been better and feedback suggestions for possible improvements in the future.
Medical Examiners are assisted by Medical Examiner Officers, who are not doctors but who come from a variety of relevant backgrounds and have completed the required training for their role. As most of our Medical Examiners work part time in the role, our Medical Examiner Officers provide continuity and oversight to the death certification process for each bereaved family.
One of the Medical Examiners Officers or Medical Examiners will call you to explain what has been proposed as the cause of death. This will be the final cause of death as written on the Death Certificate. You will be asked if this is what you were expecting and if you need to have
any further information. You will be given the opportunity to ask any questions or to raise any concerns you have. Causes of death often use medical terminology which can be confusing so feel free to ask for a simpler explanation if necessary.
If you have any further questions relating to the illness or treatment of your relative, the Medical Examiner may be able to help you. Alternatively, they can guide you on who to contact.
Location of Patient Affairs Office
Belongings
If you are not a blood relative, you will need to arrange collection of the Deceased belongings via Patient Affairs.
Hospital Viewings
Patient Affairs can assist with a viewing of the deceased patient, however this is by appointment only arranged by the patient affairs team. We are only able to offer one viewing per family, we will always endeavour to accommodate a viewing request but from time to time this may not always be possible due to service pressure demands and in these circumstances, we would always advise the family to make an appointment to view their loved one when they are in the care of a nominated funeral director as we are only able to facilitate 10 minute viewings in the Chapel at the Hospital.
Registering a death
Once the Medical Certificate of Cause of Death has been issued by Patient Affairs, you will need to contact the Registrar’s (please see contact details below). There is no charge made to register a death unless you wish to obtain a copy of the death certificate. Please make an appointment with your preferred Registration Office, or you can go online at www.hertfordshire.gov.uk. You may register at any office in Hertfordshire. Patient Affairs can supply you with a list of contact details.
Local Registration Offices:
Watford Registration Office:
31 Hempstead Road
Watford
WD17 3EY
Opening Hours: Mon - Fri: 9am - 5pm
Tel: 0300 123 4045
St. Albans Registration Office:
The Gatehouse
1 Victoria Square Victoria Street
St Albans AL1 3TF
Opening Hours: Mon - Fri: 9am - 5pm
Tel: 0300 123 4045
Hemel Hempstead Registration Office
The Forum Marlowes
Hemel Hempstead
Hertfordshire
HP1 1DN
Opening Hours: Mon - Fri: 9am - 5pm
Tel: 0300 123 4045
You will need to take along the following information about the person who has died:
• Their full name and surname (and maiden name for married women)
• Their date and place of birth (birth certificate helpful but not essential)
• Their occupation
• Their usual home address
• Any pension or allowance they received
• Date of birth of their surviving widow/widower.
As well as the purchased Death Certificate, the Registrar will give you a Green Certificate of Burial or Cremation, which you should give to the Funeral Director.
* Please be advised that the Medical Certificate of Cause of Death will be emailed directly to the Registration Service therefore there is no paperwork that relatives will need to collect from the Hospital. The Next of Kin of the deceased will be informed once the paperwork has been sent. The family cannot make a Registration appointment until they have been contacted by the Medical Examiner team upon completion of documentation.
Delays in registering the death
Where there are religious and cultural customs, while staff will endeavour at all times to assist in the fulfilling of any particular religious requirement you may have in relation to funeral practices, sometimes there are unavoidable delays in the issuing of the Medical Certificate of Cause of Death. In all these circumstances the person’s body cannot be released immediately, and a delay is to be expected. The main causes of such delays are as follows:
1. When the death takes place ‘out of hours’
• Friday afternoon - Monday morning
• Public holidays
2. When there are legal reasons for a delay: see section ‘Duties of the Coroner’
3. When the funeral is to take place out of England.
• An ‘Out of England’ order will be issued by the Coroner beforehand
• A ‘Free from Infection’ Certificate must be issued by the hospital prior to transportation. Your Funeral Director can request this.
The body of a deceased person cannot be released from the hospital until the death has been registered, and you have been given the correct certificate by the Registrar. Whoever collects the deceased from the hospital (usually the Funeral Director) must bring the correct documents with them.
Duties of the Coroner
Some deaths have to be reported to the Coroner for legal reasons. This is usually when a Doctor is unable to issue a Medical Certificate of Cause of Death. The Coroner is appointed by the King to investigate certain types of death. If a post-mortem is required, a slight delay may be experienced before the registration and funeral process can take place.
A death can be referred to the Coroner if:
• No precise cause has been ascertained
• It follows an operation, or if it is possible that it could be due to a complication of surgery or anaesthetics
• If it is not thought to be from natural causes
• It is due to an injury, however it happened, or if an accident or negligence is alleged
You will receive a call once a referral has been made to the Coroners within 5-7 working days of them receiving the referral.
HERTFORDSHIRE CORONER SERVICE 01707 292 707
There are other times when a death needs to be referred to the Coroner, for example death from industrial diseases, poisoning, suicide, murder etc. The patient affairs team will be able to help you and give you further advice on this.
Bereavement Care provided by the Spiritual and Pastoral Care Team
The Spiritual and Pastoral Care Team is made up of Chaplains and Spiritual healthcare providers whose role is to provide spiritual, pastoral and religious care (for all religions and beliefs) for all patients and their relatives.
Memories Cafe - every Monday 11am - 1pm at West Herts NHS Hospital Chaplaincy
Weekly Memories Café* provides a cup of tea and space for anyone who has experienced bereavement to meet with others who understand what it’s like to lose someone. This is an opportunity to talk about the pain of bereavement in an open, inclusive and non-judgemental space and find mutual support and encouragement when you may need it most.
Watford Hospital Chaplaincy, Vicarage Road. Please let us know if you would like to attend.
Email: westherts.spiritualcare@nhs.net
*This is not a counselling service or therapy group, but we can signpost you to counselling services in the area.
Service of Remembrance
Every year West Hertfordshire Teaching Hospitals NHS Trust holds a Service of Remembrance for families, friends and carers of people who have died here at Watford General Hospital. This non-denominational service is held each year in November.
If you are interested in attending this service and would like to receive more information, please email your details to westherts.patientexperience@nhs.net and we will contact you nearer the time.
Organ, Tissue and Body Donations
Patient Affairs can advise you on all matters relating to organ and tissue donations for the benefit of others and for those who have chosen to donate their body to a school of anatomy.
Arranging a Funeral
You may contact a Funeral Director twenty four hours a day, including weekends. Your chosen Funeral Director can make all the necessary arrangements and can also advise you on all the procedures and documents you will need as well as the timing of the funeral service. They may come to your house if you prefer. Your own Minister, Priest or religious leader and the Hospital Chaplains may also be of great help during this difficult time.
Funerals are expensive. Although basic costs tend to be similar, the final cost can vary considerably. Do not be afraid to mention your budget.
Most Funeral Directors belong to the NAFD (National Association of Funeral Directors) and/or SAIF (Society of Allied and Independent Funeral Directors) and/or the BIFD (British Institute of Funeral Directors). These associations have their own codes of practice that must be followed to ensure consistent levels of service and standards. Patient Affairs can give you a list of local Funeral Directors.
Financial help may be available if you receive benefits. Please ask Patient Affairs about this and contact the Department for Work and Pensions (DWP) before making any arrangements. The Bereavement Support Network may also be able to advise you on these matters (see page 20).
If the person who has died was a War Pensioner, you may be able to get a grant.
Veterans UK (Previously War Pensions)
Ministry of Defence
Thornton Cleveleys FY5 3WP
Telephone: 0808 1914 218
State benefits
Further information is available in a DWP booklet ‘What to do after death (DWP28)’ available from any Job Centre Plus.
Some advice you may find helpful
• Do seek the support of friends, family or a caring organisation. This booklet includes some numbers of caring organisations who can offer help and support (see from page 17).
• Don’t let anyone hurry you into making immediate decisions until you are ready, especially with regard to funeral arrangements.
• Don’t be afraid to tell the Funeral Director if you only have a limited amount of money for the funeral. They will help and advise you.
• Your local religious community may be of help to you at this time; don’t be afraid to contact them even if you are not a practising member.
• Do take care of yourself; eat properly and try to rest.
• Consult your family doctor who is there to help.
• Take care not to enter into any financial arrangements that you do not understand.
• Give yourself time to adjust to life without your loved one before making any major changes.
• Do remember to contact any of the organisations mentioned overleaf if you require help or would like to talk through any difficulties.
• We all grieve differently. You may have all sorts of mixed feelings and emotions. These can include numbness, panic, anger and deep despair. They are all normal feelings when you have been bereaved.
• Give yourself time to work through your grief. It may take longer than you think.
Patient Advice and Liaison Service
If you have any questions or would like to raise concerns about the quality of care received by your loved one in the lead up to, or at the time of their death, please contact the Patient Advice and Liaison Service, who are there to support and assist you with any concerns you may have.
If you have any suggestions or compliments regarding the care provided to your loved one, the Patient Advice and Liaison Service would welcome the feedback. You can contact them on 01923 217198.
Patient and Public Involvement
Bereavement Survey / discussion groups:
The staff aim to deliver a professional level of care at all times. Consequently we undertake a survey of the provision of care to the dying patient, and support for bereaved relatives and carers.
We recognise that this is a difficult time for you, but if you feel able to return the questionnaire we send you, this would help us greatly in evaluating and developing our responses to, and immediate support for, relatives and friends of those who have died within this hospital.
If you would prefer to talk with a member of staff, an interview based on the questionnaire can be arranged. Alternatively you may find it helpful to share your views and ideas with others who have had a similar experience. If so, we would like to invite you to attend a discussion group as part of the survey.
We hope you feel able to complete the questionnaire and return it in the pre-paid envelope provided.
You can be sure that however you choose to participate in this survey your responses will not only be treated in confidence but will be invaluable in helping us gain a greater awareness of the quality of care provided in this highly sensitive area of our work. It will assist us to improve the care we offer to relatives, friends and carers in future.
If you would like further information about Patient and Public Involvement please contact The Lead Nurse for Patient Experience - westherts.patientexperience@nhs.net
Bereavement Support Groups
The following support groups are there to offer bereavement care whenever it is needed. If you are unable to find the right support for you, or you need any further help, please contact:
Spiritual & Pastoral Care Team, West Hertfordshire Hospitals NHS Trust
Tel: 01923 217994
There is a voicemail. If you leave a message a member of the team will return your call.
ORGANISATION AND CONTACT DETAILS
Cruse Bereavement Care
National Helpline: 0808 808 1677
Local Helpline (Hertfordshire): 01707 278389
E-mail: helpline@cruse.org.uk
General E-mail: hertfordshire@cruse.org.uk
Website: www.cruse.org.uk
The Peace Hospice Bereavement Service
Bereavement Advice Line: 01923 330330
Bereavement General Office Enquiry: 01923 330330
E-mail: info@peacehospicecare.org.uk
Website: www.peacehospice.org.uk
Watford Churches Bereavement Visitors Group
Tel: 01923 224085
INFORMATION
Offers bereavement support to all in need, regardless of age, gender or culture.
Offers information, advice and support for anyone from South West Hertfordshire who has a bereavement enquiry; provides counselling, visits and children’s grief support programme (Stars).
Provides bereavement support to people in the Watford area of any faith and none.
INFANT AND CHILD DEATH ADVICE AND SUPPORT ORGANISATIONS
ORGANISATION AND CONTACT DETAILS
Babyloss
E-mail: support@babyloss.com
Website: www.babyloss.com
Child Death Helpline
Helpline: 0800 282 986
Open every day throughout the year
Monday, Thursday and Friday mornings 10.00 - 13.00
Tuesday and Wednesday afternoons 10.00 - 16.00
Every evening: 19.00 - 22.00
Website: www.childdeathhelpline.org.uk
Childhood Bereavement Network
Tel: 020 7843 6309
Website: www.childhoodbereavementnetwork.org.uk
Compassionate Friends
National Helpline: 0345 123 2304
Email: helpline@tcf.org.uk
Open 7 days a week 10.00 - 16.00 and 19.00 - 22.00
Website: www.tcf.org.uk
INFORMATION
An exclusively online resource for anyone whose life has been touched by pregnancy loss, stillbirth or neonatal death. Medical advice is not given.
A freephone service for all affected by the death of a child. Staffed by bereaved parent volunteers. This is not a counselling service.
Provides access to information, guidance and support services for bereaved children, their families and carers.
An organisation of bereaved parents and their families helping others through their grief after the death of a child (at whatever age). Offers support by befriending, group, letter/email, newsletter, useful publications, postal library and a programme of informal weekend retreats and an annual weekend gathering.
ORGANISATION AND CONTACT DETAILS
CONI (Care of Next Infant)
Helpline: 0808 802 6868 / 6869
Monday - Friday 10.00 - 17.00
Website: www.lullabytrust.org.uk
Email: support@lullabytrust.org.uk
SANDS (Stillbirth and Neonatal Death Society)
Tel: 0808 164 3332
Website: www.sands.org.uk
Email: helpline@sands.org.uk
SPRING (Support for Parents and Relatives in Neonatal Grief)
Open meetings held 1st Wednesday of every month
Tel: 0300 019 8084 (24hr Voicemail)
Website: www.springsupport.org.uk
SIBBS (Support in Bereavement for Brothers and Sisters)
Helpline: 0345 123 2304
Open 7 days a week 10.00 -16.00 and 19.00 - 22.00
Website: www.tcf.org.uk
INFORMATION
Set up by FSID, CONI is a programme of advice, support and practical help for parents to help them work through fear following the sudden and unexpected death of a baby.
For parents who experience the loss of a baby during or after birth.
Counselling and befriending service providing support to parents and relatives who have experienced the loss of a baby before or around birth, including miscarriage, stillbirth and termination for fetal abnormality.
A sister organisation to Compassionate Friends.
A nationwide selfhelp support group for people who have experienced the death of a brother or sister. Offers the same support as Compassionate Friends (see separate entry page 18).
ORGANISATION AND CONTACT DETAILS
Stop Mail
Tel: 0808 168 9607
Website: www.stopmail.co.uk
INFORMATION
This free of charge service provided by the Bereavement Support Network will actively reduce the unwanted marketing mail but also can help reduce the likelihood of identity theft following the death of someone close. The information is not used for any other purpose and you only have to complete this once. Additionally to Stop Mail a comparable service can also be accessed from the Bereavement Register or Deceased Preference Service if you would prefer to use them.
ADDITIONAL ADVICE AND SUPPORT ORGANISTIONS
ORGANISATION
AND CONTACT DETAILS
INFORMATION
Age UK
Hemel Hempstead (Dacorum area)
Tel: 01442 259049
Monday - Friday 09.00 - 16.00
Hertfordshire
Information Line: 0300 345 3446
Harrow and Pinner area
Tel: 0208 861 7980
Monday, Tuesday and Thursday 10.00 - 13.00
Bereavement Support Network
Freephone: 0808 168 9607
Website: bereavementadvice.co.uk
Offering practical advice on probate, tax and benefits.
ORGANISATION AND CONTACT DETAILS
Macmillan Cancer Support
Freephone: 0808 808 0000
Every day 08.00 - 20.00
Website: www.macmillan.org.uk
Citizens Advice Bureau
Website: www.citizensadvice.org.uk
Advice line: 03444 111 444
Hemel Hempstead
Website: www.dacorumcab.org.uk
Watford
Website: www.cawatford.org.uk
Mon, Tues, Wed, Thurs 09.30 - 12.30 (drop in sessions)
Mon,Tues, Wed, Thurs, Fri (telephone advice times) 10.00 - 16.00
Rickmansworth
Website: www.threeriverscab.org.uk
Mon, Tues, Wed, Thurs, Fri 10.00 - 16.00 (drop in sessions) Tues 13.30 – 16.00 (Outreach session)
Abbots Langley
Mon, Tues, Wed, Thurs, Fri 10.00 - 16.00 (drop in sessions)
Oxhey and District
Mon, Tues, Wed, Thurs, Fri 10.00 - 16.00 (drop in sessions) Every second Tues 11.00 – 13.00 only)
INFORMATION
A free nationwide telephone information and emotional support service for people with cancer, their relatives and friends.
ORGANISATION AND CONTACT
DETAILS
CANCERi
(Rennie Grove Hospice Care)
adjacent to St. Albans City Hospital
Helpline: 01727 731000
Tuesday 09.00 - 13.00 (drop in centre)
Website: www.renniegrove.org
Cruse Bereavement Care - Hope
Again
Freephone helpline: 0808 808 1677
Mon - Fri 09.30 - 17.00
Website: www.hopeagain.org.uk
Department for Work and Pensions
Benefits (income support)
Bereavement Benefit
Social Fund
Tel: 0800 731 0469
Harrow Bereavement Care
Tel: 0208 427 5720
Monday, Wed, Thurs 08.00 - 15.00
24 hour answer phone
Website: www.bereavementcareandsupport.co.uk
Email: admin@bereavementcareandsupport.co.uk
Link Youth Counselling Service
Tel: 01895 277222
Monday - Friday 10.30 - 19.30
INFORMATION
Cancer bereavement advice for family, carers and friends.
A website designed by young people for young people who have been bereaved. Also has details of a confidential telephone number for professional confidential bereavement counselling.
Support for people on low incomes.
Support, information, home visits.
Counselling services for 14-25 year olds. Free and confidential. Based in the Hillingdon area, but will offer contact numbers for people in other areas.
ORGANISATION AND CONTACT DETAILS INFORMATION
Jewish Bereavement Counselling Service
Tel: 0208 951 3881
Email: enquiries@jbcs.org.uk
Website: www.jbcs.org.uk
London Lesbian and Gay Switchboard
24 hour telephone service (not voicemail)
Tel: 0300 330 0630
Lynda Jackson Macmillan Centre for cancer support and information, Mount Vernon Hospital
Tel: 0203 826 2555
Monday - Friday 09.30 - 16.30 www.ljmc.org
Macmillan Cancer information and support centre at Watford General Hospital
Monday - Friday 10.00 - 16.00
Tel: 01923 436326 (out of hours answerphone)
Email: fiona.mcnab@whht.nhs.uk
Samaritans
Tel: 116 123 24 hour service
For those who have experienced the suicide of someone close to them.
Helpline: 0300 111 5065
Website: www.uksobs.org
Email: email.support@uksobs.org
Bereavement support for lesbian and gay people.
Free drop in and telephone information service for cancer patients and their carers.
Offers confidential telephone support for all in despair.
ORGANISATION AND CONTACT DETAILS INFORMATION
Support Line for all faiths
Helpline: 01708 765200
(hours vary, please ring for details)
Email: info@supportline.org.uk
Website: www.supportline.org.uk
WAY Widowed and Young
Website: www.widowedandyoung.org.uk
Watford African Carribean Association
Holywell Comminity Centre, Chaffinch Lane, Watford, WD18 9QD
Tel: 01923 750975
Email: hello@wacas.org.uk
Website: www.wacas.org.uk
Funeral Directors
Provides a self-help social support network for men and women who are bereaved and young.
Please ask Patient Affairs if you would like a list of local Funeral Directors.
Equality and Diversity at the Trust
We actively promote equality and diversity throughout the Trust; and we respect all faiths, religions, beliefs and also people of no religious belief. We ensure to provide access to all our services and tailor our services in order to meet the needs of the service users and their relatives. Should you have any queries or concerns, please do not hesitate to contact the Equality and Diversity Manager.
The Trust is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all patients and their carers are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity or any other unjustifiable reason in the application of this policy, and recognising the need to work in partnership with and seek guidance from other agencies and services to ensure that special needs are met.
Please note that inclusion in this booklet of any product or service does not imply endorsement by the Trust.
This publication has been prepared by
Amy Faulkner, Patient Services Manager - Patient Affairs
WGH 12/15
Date of Publication: November 2024
The Hospital would like to thank RNS Publications for publishing this information and the following pages contain some features from services o ering their help at this time.
Whilst the Hospital is grateful of their support it does not endorse or recommend any of the services that they provide.
�\\ bereavement ,�port network
stopping mail
STOPPING JUNK MAIL
It is distressing to deal with a bereavement and unsolicited mail can be insensitive and destructive during a grieving process.
By scanning the below QR code on your phone or visiting www.stopmail.co.uk, we are able to securely share this information with mailing organisations and under the Data Protection Act the information will not be used for any other purpose.
Other benefits reduce the possibility of identity fraud, such as assumed identity and you will only have to supply the information once.
You may need help, support or advice on what to do when someone dies in relation to probate.
We offer free guidance and advice on the legal and financial aspects of bereavement including your responsibilities and whether probate is required. Calls are
