Earl Mountbatten Hospice Service Guide Caring for people with life-limiting illnesses their families and carers
Organised in aid of Macmillan Cancer Support, registered charity in England and Wales (261017), Scotland (SC039907) and the Isle of Man (604). Also operating in Northern Ireland.
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Contents Welcome / About Us Our Services First Visit Admittance to the Hospice Advance Care Plan Living at Home Community Care Occupational Therapy
Physiotherapy Complementary Therapy Counselling and Bereavement Support End of Life Care Facing Bereavement A Guide to Bereavement Fundraising Mission, Vision and Values
Welcome to Earl Mountbatten Hospice, the only hospice on the Isle of Wight and lead provider of palliative care to the Island community. We care for patients suffering from or affected by life-shortening illnesses and provide vital help and advice for their families, friends and carers. We are here to help Island people live well and die at peace in the place they choose.
About Us Earl Mountbatten Hospice is an independent charity providing comprehensive end-of-life healthcare for the Isle of Wight community. We support and care for people living with and dying from a life-limiting illness.
In 2014/15 our services were provided to over 1,800 patients and their families absolutely free of charge.
We receive a grant towards our costs but need to raise over ÂŁ2m a year to provide all of these services.
Our core services include a 14 bed in-patient facility, Hospice@Home, Mountbatten nursing services, community nursing, and a hospital palliative care team.
We currently have over 500 volunteers working in over 30 different volunteering roles.
Facilities in EMH John Cheverton Centre include a Palliative Care Service and a new Information and Support Centre. We care for patients who are referred from their GP or hospital.
We also have nine retail outlets across the Isle of Wight, including a central distribution centre in Newport, which is open to the public seven days a week.
Our Services Earl Mountbatten Hospice provides a range of services to patients, their families, friends and carers. We care for patients at home, in our Inpatient Unit and through our Palliative Care Service which incorporates the previous service of Day Unit and Outpatients. Our Inpatient Unit consists of 14 individual bedrooms with en-suite facilities and accommodates patients with a range of conditions. The environment is welcoming and relaxed. Clinical nurse specialists provide community care to patients at home with some patients being supported by our Hospice@Home team. The medical team works closely with the whole multidisciplinary team to optimise the quality of patient care.
We recognise that in addition to medical and nursing care, those facing a life-limiting illness also have social and emotional needs and may require spiritual care or access to Psychology and complementary services. Hospital support is provided by three nurse specialists led by our Consultant in Palliative Medicine. Patients in our care can expect to be valued and given time, to be shown respect, privacy and dignity and to be responded to with empathy. Earl Mountbatten Hospice is much more than a building; it is a philosophy of care. Telephone: 01983 529511
Patient and Carers The Earl Mountbatten Hospice is the Island’s centre of excellence in caring for people with life-limiting illnesses - and their families and carers. Our aim is to support you, and your family through any challenge that you may encounter while in our care. We are well known locally for our level of care, and for our compassion for all of our patients and our important role within the Island community. We hope that the information in this section can help answer any practical questions you may have, as well as provide comfort to our patients and their families. We strive to offer every patient the respect, dignity and care they deserve in what can be a distressing time.
First Visit You may be feeling anxious that you or a member of your family has been referred to the Hospice. Please don’t be, we are here to support you and to provide the best possible care to both our patients and their families. Arrangements can be made for you and your family to look around the Hospice and meet the staff to put your mind at ease and get to know the Hospice. There are many common misapprehensions about Hospices that we are sure will be dispelled as soon as you visit. You are also welcome to telephone the Hospice on (01983) 529511 if you have any queries – no matter how small. The role of Hospice care has changed over the years and we are no longer there for just the last days of life. Earl Mountbatten Hospice offers a range of services, specialist skills and support, often alongside active treatment for an illness. The Hospice has 14 in-patient beds, a Day Unit and Out-patient facilities. Alongside our Physiotherapy, Occupational Therapy, Lymphoedema, Counselling and Complementary Therapies Departments.
With our Hospice @ Home Service, the Macmillan Team and the Mountbatten Nurses we are also able to provide Palliative Care in patients’ own homes.
Admittance to the Hospice If you are admitted to the Hospice for some treatment you will be cared for by a team of professionals who have a wealth of experience. You will be allocated a ‘Named Nurse’ who will have an overall nursing responsibility for your care. When he / she is off duty another member of staff will be able to help you. The nursing team is led by the Ward Manager, Peter Gilliam. When you are admitted you will be allocated to either the Blue or Red Nursing Team, who will co-ordinate your care. Trained nurses wear Blue uniforms, Health Care Assistants wear lilac uniforms; both will look after you. Our specialist consultant in palliative care leads the medical team. We are very fortunate to have a team of loyal volunteers who give valuable support to the patients and the nursing team.
Advance Care Plan
Process
‘Unless professionals know what is important to patients their wishes and preferences will not be able to be taken into account.’
Advance Care Planning is a process of discussion between you and those that provide your care, for example, doctors, nurses or family members. It is important to remember that you views may change over time and this will need to be recorded and updated accordingly.
Planning for your future There may be a time in your life as a result of a serious illness or disability that you may wish to consider future plans. Or you may be the sort of person who likes to plan ahead. An Advance Care Plan can help you prepare for the future and gives you the opportunity to think about, talk about and write down your preferences for your future care for a time when you are less well. This can help you and your carers (your f amily, friends and professionals) to understand what is important to you when planning your care. If a time comes when for whatever reason, you are unable to make a decision for yourself, anyone who has to make decisions about your care on your behalf will have to take into account anything you have written in your Advance Care Plan. Sometimes people wish to refuse specific medical treatments in advance. An Advance Care Plan is not meant to be used for such legally binding refusals. If you decide that you want to refuse any medical treatments, it would be advisable to discuss this with your doctor or other healthcare professional.
This is entirely a voluntary process.
Identifying your wishes Examples of what you may want to include in your Advance Care Plan are: Anything that is important to you or that you are worried about. Any details of people that should be asked about your care if you are not able to make a decision for yourself, or the details of any Lasting Power of Attorney. Anything that concerns you about your health now or in the future. How you would like to be cared for if it becomes difficult to care for yourself. What your priorities are in regard to your future care. Where would you prefer to be cared for if you became very ill or you were at the end of your life? Anything that is important to you.
Letting people know It is useful to involve professionals and families in completing an Advance Care Plan and it is useful to give a copy of your wishes to somebody else, such as a close family member. Remember to keep your own copy safe and show it to relevant professionals and family members.
Will my wishes be met? What you have written in your Advance Care Plan will always be taken into account when planning your care. However, sometimes things can change unexpectedly to meet a particular need, which will affect your plan of care. If for what ever reason your choices can’t be provided for, your care worker (doctor, nurse or carer) would talk to you and look at ways to manage the circumstances in your best interest.
Living at Home Many patients would prefer to live at home and retain their independence. So when patients are referred to the Hospice, they are individually assessed - to control their medical needs and to assess whether they would be able to manage at home. We have an assessment room set up like a kitchen, a bathroom and a bedroom to see how patients cope. If the patient could cope with the help of a special aid, our Occupational Therapy Team will help arrange that and give all of the necessary support needed to make sure they are comfortable, and can manage, in their home. Our Care Manager can also give advice, and help coordinate, other home-services, such as Meals on Wheels, and can also give advice on claiming Benefits that some patients may be eligible for. To many people’s surprise over 50% of all the patients admitted to the In-Patient ward do go home. Then we will keep in touch with them medically when they visit the Day-Care Unit or Out-Patients Unit and continue to offer support to them and their families.
Community Care When faced with a life-limiting illness many people prefer to receive care in the comfort of their own home surrounded by their loved ones. Earl Mountbatten Hospice provides specialist palliative care in the community to enable patients to remain in their own home and to support their family and carers. Working together with the family, district nurses, Macmillan nurses, Mountbatten nurses and GPs we look after the patient at home, if that is their choice. Fulfilling a wish to stay at home can sometimes make such a difficult time easier. Our Mountbatten nurses together with our Hospice at Home team and MacMillan Nurses work with GPs, District Nurses and other allied healthcare professionals in achieving the best care for our patients in the community.
Mountbatten Nurses The night times are covered by the Mountbatten Nursing service that stay with patients overnight so that carers are able to get a good night’s rest. They also enable the carer to have a few hours respite during the day by being with the patient for a few hours at a time. Our Mountbatten Nurses also offer a meet and greet service which consists of a nurse accompanying a patient discharged from either the hospital or home. The nurse will settle the patient in at home and in some cases may stay for the first night to ensure that the patient feels secure.
Offering choice Our Community Services team works geographically across the Isle of Wight and provides an expert specialist palliative care advisory service to GPs, health care professionals, patients and carers. The team provides information to help patients understand about their illness, treatments available and medicines prescribed, as well as advising on financial benefits, support groups and other services available.
What we do Hospice@Home Our Hospice at Home team (H@H) covers 7.30 am to 21.30 pm every day with one trained nurse on per shift and sometimes a qualified and registered Health Care Assistant (HCA).
Macmillan Nurses Macmillan Nurses are based at the Hospice. Each covers a different area on the Isle of Wight. Macmillan Nurses offer support and information to patients with cancer and other life limiting diseases. They have expertise in dealing with complex pain and symptom control needs. They are able to advise on other forms of support including financial assistance such as benefits and help with care at home. They do not undertake hands on nursing care but can co-ordinate if necessary.
Occupational Therapy Occupational Therapy (OT) enables people to achieve health, well being and life satisfaction through participation in occupation. Everything we do is classed as “occupational”, like cleaning teeth or making a cup of tea. The OT Department at the Hospice will assess a person’s needs based on the individual’s unique lifestyle and preferences, sometimes modifying the environment surrounding the person. The Hospice has its own store of equipment which it loans free of charge. Equipment can also be borrowed from the Red Cross or the local authority Community Equipment Store and some charities also have items for loan. The Occupational Therapy Department co-ordinates the loan, delivery, collection and maintenance of items needed. People at home may see a community occupational therapist or an occupational therapist based at St Mary’s Hospital. The Occupational Therapy Department works closely with all other staff both connected to the Hospice and other areas providing all round care for our patients and may include for example:
Using everyday activities to improve health. Teaching new ways of completing tasks. Providing equipment in the home.
Physiotherapy Physiotherapists are healthcare professionals concerned with human function and movement, maximising and maintaining potential at every stage of life. The Physiotherapy Team see patients on the Inpatient unit, and those referred from the Palliative Service at EMH John Cheverton. Patients can be seen on the ward or in the brand new state-of-theart Physiotherapy facilities in EMH John Cheverton Centre. The Physiotherapist will assess you fully to determine the most appropriate intervention(s) and discuss what you hope to achieve.
Liaison with other services for equipment.
We offer a range of interventions, including pain management; functional rehabilitation, eg transfers and mobility; respiratory / chest physiotherapy; weekly hydrotherapy sessions; exercise programmes and advice / management of conditions.
Providing pressure relieving cushions.
We also assess and provide loans of a variety of walking aids free of charge if this is required.
Providing equipment at work. Organising adaptations.
Supporting and educating carers. Providing wheelchairs and reviewing access to the home.
Complementary Therapy The Hospice has an excellent team of fully qualified therapists and “pamperers” who are able to offer a wide variety of therapies. Complementary therapies do not diagnose or cure. They work alongside, and support conventional medical practice in palliative care. The therapies help you to relax, ease tension and lift your spirits. All the treatments are gentle and are tailored to your needs. We have very comfortable therapy rooms for patients in the new EMH John Cheverton Centre, or therapies can be given in your room on the ward. Home visits may also be arranged. The first treatments are free of charge (although you are most welcome to give a donation to the Hospice towards its costs) and are available Monday-Friday subject to the availability of the therapists. Coordinator Jillian Stanbridge comments “Patients’ views of complementary therapies are very personal. Some people get as much out of getting their nails polished as another person will get from having massage or reflexology. Patients can have at least 30 minutes ‘one to one’ contact with a therapist, which enables them to talk. It can also be very communal in that patients who are shy, or have never experienced a treatment, see others having some pampering done and feel able to try it themselves.” Massage: Light and gentle massage can be used to relax the body and relieve muscle pain and tension. Aromatherapy: This is the use of natural oils that have therapeutic properties. The oils can be used in massage, inhalers, in an oil burner or even in the bath. Different oils have different effects (for example, relaxing or invigorating) and your therapist will discuss with you the most appropriate oil for you. Reflexology: This gentle foot treatment encourages the body to relax and can aid restful sleep. It can also help relieve nausea, reduce tension and pain and improve energy levels. Reiki / spiritual therapy: This therapy relaxes and energises. It encourages your own inner resources to deal with physical, emotional and spiritual problems. Thai foot massage Indian Head Massage Visualisation Pampering includes manicures, pedicures and foot and arm massage
Counselling and Bereavement Support There is always someone to listen and share what can be painful and distressing feelings. When someone is very ill, everyone in the family is affected. Earl Mountbatten Hospice offers holistic care which extends beyond the treatment of physical symptoms, to consider the emotional and social needs of patients, families and their friends and carers. Counselling and Bereavement Support is considered an integral part of hospice care and free confidential emotional support and counselling is offered to patients, family, relatives and friends. This also includes children. Often emotional pain and stresses associated with illness or death are as difficult to overcome as physical symptoms. Counselling and Bereavement Support recognises that people faced with these difficult circumstances will naturally experience a range of emotions; for example, feeling tearful, anxious, angry, experiencing feelings of helplessness amongst other emotions.
What does our service cover: • Individual counselling/ support for adults and children • Family counselling (to enable families to talk about what they are facing and gain support from one another) • Telephone counselling • Bereavement support group (held monthly) • Educational talks to schools/ organisations • Personal memorial services for loves ones
Who can refer? • Patients, Families, Carers may refer themselves • Professionals with the Hospice Multidisciplinary Team • GPs, Macmillan Nurses, Community Nurses
How to get more information You can receive more information about the services offered by calling the Counselling and Bereavement direct number: 01983 533776, where there is also an answerphone servce available.
End of Life Care The 'End of Life Care' Strategy (EOLC) was published by the Department of Health on 16th July 2008. The profile of End of Life Care has been raised by the publication of the Strategy, but that is not enough. "Sustained leadership and drive will be needed nationally and locally to ensure that appropriate actions are taken at each step in the End of Life Care Pathway... and across all settings." The Earl Mountbatten Hospice welcomes this publication having been a beacon of excellence for palliative care on the Island and having championed the cause for many years. The Island's Primary Care Trust is in the process of putting together the local strategy of how the vision will be implemented on the Island. Among the key plans of the Government's strategy is: The provision of choice for a patient of where to die. 24/7 care for patients. The implementation of the Care Pathway. Better education for everyone involved with patients and their relatives. The Earl Mountbatten Hospice has been providing palliative care education to health professionals on the Island. With the Hospice In-Patient Ward, DayCare unit, Hospice @ Home Team, Macmillan and Mountbatten Nursing Service the Hospice already provides patient choice. The Hospice @ Home Team, In-Patient Ward and the Mountbatten Nursing Service already provides 24/7 care to patients. We await the next stage of the PCT local strategy with interest and look forward to continuing to provide excellent care to patients and their relatives.
Facing Bereavement Whether you are a patient, a family member or a close friend of someone who is being cared for by the Hospice, you will invariably experience a wide range of emotional reactions that can be difficult to predict or understand. It is important to realise that the emotions are a natural response to the changes that are taking place in your life. The Earl Mountbatten Counselling & Bereavement Support Service is here to help you during this very difficult time. They are professionally trained to recognise the differing emotional responses.
They can provide psychological support, or simply ‘a listening ear’, for you or any family member. This includes children, and they will offer support when you wish to talk to your children about what is happening.
What to Expect Emotionally Being given the diagnosis of terminal illness doesn’t seem possible since it is something that usually happens to someone else. A diagnosis of cancer or other life threatening illness shatters these assumptions. The immediate reaction to this devastating news tends to be a mixture of disbelief, confusion, shock and numbness. Some people find it hard to remember what has been said and it is often necessary to go back over the information at a later stage when the shock of the news has settled. Once the initial confusion and panic has sunk in it seems people interpret this sad news in several ways: Fighting spirit - Being very positive, seeing the news as a challenge. Avoidance or denial – “It’s not that serious.” Fatalism – “It’s out of my hands.” Helplessness and hopelessness Anxious preoccupation - Worrying about everything all the time. Your life has been tipped upside down and everyone in your family, including the person who is ill, will go through an adjustment process. Some of the emotions that may be experienced through this adjustment process may be: Shock Anxiety - Bracing you for impending loss. Sadness - This may seem overwhelming at times. Denial - Disbelief may set in and we find ourselves thinking this isn’t happening Bargaining - May be bargaining with doctors, or even God, “if only you let me get better I promise to…” Anger - This often emerges when we feel helpless and powerless. Bitterness - Feeling alone and abandoned. Impatience Guilt - Sometimes creeps in when anger occurs. Depression Loneliness – Feelings of emptiness. Withdrawal from loved ones - This may occur when the emotions of pending loss are so overwhelming; this can happen with a patient or relative.
A Guide to Bereavement The information included in this guide are for general guidance purposes only and is not a complete or exhaustive explanation of current Death Laws. This information was current at the time of going to press.
How Can the Isle of Wight Council Help You? Introduction The information included in this guide has been supplied by the Isle of Wight Registration Service to help you through this difficult time.
The First Steps What must you do when someone dies? When someone dies, you will need to inform a number of people and organisations and complete certain documents needed by law. If you are a relative or friend you can do some of these things yourself. Others will need to be done by the executor or administrator of the estate. There is plenty of support available to help you through this difficult time.
Some of the first steps include: • Obtain a medical certificate of cause of death signed by a doctor or, if the Coroner is involved, take instructions from Coroner’s officers regarding registration of the death
It provides guidance, support and reassurance and will help you to access all the information you will need to help you through your bereavement.
• Register the death at the Register Office.
Losing a loved one presents many challenges and our bereavement guide gives some suggestions of organisations you might like to contact for support after registration.
• Contact the Benefits Agency using form BD8 (given by the Registrar when you register the death.)
We provide a sympathetic, helpful and considerate service to help you make the necessary decisions and arrangements when someone dies.
• Begin arrangements for the funeral – if the deceased made a will you should check the will for any special requests.
It is important to us that you are provided with clear and concise information and guidance throughout the registration process. In case of emergency, please contact Wightcare on (01983) 821105 who will have up-to-date out of hours contact details for the Registrars.
To make an appointment telephone: 01983 823233
• Contact a funeral director, if you intend to use one
Registration How and where can you register a death, and what information will you need to provide? A death must be registered within five days from when it occurred. This period can be extended in exceptional circumstances and if the Coroner is involved. The registration must take place in the district where the death occurred, although the information can be given at any Register Office within England and Wales. You can only register a death once you have the Medical Certificate of Cause of Death from the doctor, or in the case of a death reported to the Coroner, confirmation from the Coroner’s office that the relevant paperwork has been issued. Contact us once you have the certificate to make an appointment. The certificate will usually be in a white envelope printed with our contact details including the appointment line phone number.
Who can register a death? The death should be registered by a close relative. If there is no close relative please contact the Register Office for advice.
What information will you need to give the Registrar about the deceased? • The date and place of death • Their full name and any other names they are known by, or have been known by, including a married woman’s maiden surname • Their date and place of birth • Their last occupation (if the deceased is married, widowed or has a formal civil partnership, the full name and occupation of their spouse or civil partner) • Their usual address • The date of birth of a surviving spouse or civil partner • Details of any public sector pension, e.g. civil service, teacher or armed forces
What information will you need to give the Registrar about yourself as the person registering? • Your relationship to the deceased for example, son, daughter, widow, widower, niece, nephew, surviving civil partner • Your full name • Your usual address
What documents will you need when registering a death? When you go to register the death you must take with you: Medical certificate of the cause of death signed by a doctor, unless the Coroner is issuing all the paperwork. Birth and/or marriage certificate in respect of the deceased to refer to as required. Please also bring ID for yourself.
What documents will you receive from the Registrar? After the information has been recorded into the register, the Registrar will issue the necessary forms and certificates. If a Coroner’s post-mortem has not been held, the Registrar will give you: • A Certificate for Burial or Cremation (called the ‘green form’), giving permission for the body to be buried or for an application for cremation to be made • A Certificate of Registration of Death (form BD8) to notify the Benefits Agency • Certified copies of the register entry may be obtained from the Registrar at the time of registration at the current statutory fee. These certificates are what many organisations and agencies refer to as ‘Original Death Certificates’ and will serve all legal purposes. All certificates purchased are Crown Copyright protected and cannot be photocopied. Certified copies will continue to be available from the Register Office.
What happens if the death is referred to a Coroner? If a death is reported to the Coroner by either the doctor, the Registrar or the family, he/she is required to enquire into the circumstances and the cause of the death, and he/she will consider whether it is necessary to hold a post mortem. In due course he/she will issue his/her certificate directly to the Registrar which will permit registration to take place. Appointment to do this once the registration has taken place. In a very small number of cases the Coroner will be required to hold an Inquest. In this case registration of the death will be delayed until the inquest is closed, although interim death certificates will be available from the Coroner’s Office. After the inquest the death will be registered upon information provided by the Coroner. The Register Office will contact you by post so that you may apply for any certificates you require.
Tell Us Once We can help you tell the people who to know When someone has died, there are lots of things that need to be done, at a time when you probably least feel like doing them. One of these is contacting Government departments services that need to be told. The Isle of Wight Council is providing a service which we hope will make things easier. This service means that you can just tell us and these organisations will be contacted.
How the service can help you? When someone has died, their death needs to be registered with the Registrar. Once that’s done, several other organisations may have to be contacted. We can help you to give the information to the Department for Work and Pensions and they can pass on this information to a number of other government departments and local council services for you.
What happens to the information? If you decide to use this service we will be able to tell the following organisations: Department For Work And Pensions The Pension Disability and Carers Service Jobcentre Plus HM Revenue & Customs Child Benefit Child Tax Credit and Working Tax Credit Personal Taxation Identity And Passport Service Council Services Including Housing Benefit Office Council Tax Benefit Office Libraries Blue Badges Driver And Vehicle Licensing
Information you will need to use the service To make sure the right information is given to any organisations we contact for you and so that you get the most out of the service it will help if you can bring along with you the following information about the person who has died: • Their National Insurance number and date of birth • Details of any benefits or services • Their death certificate • Their Driving Licence or Driving Licence number • Their Passport or Passport number and town/ country of birth • Blue Badges, Bus Passes, Library Cards,details of Government Department Pensions
We may also ask you for the contact details for: • Their next of kin • A surviving husband, wife or civil partner • The person dealing with their estate You must obtain the permission of the persons listed above if you are going to provide us with information about them.
Next of Kin If you are the next of kin (closest relative by blood or marriage to the deceased), your entitlement to benefits may change, so please have your own National Insurance number and / or date of birth with you when you contact us. If you are not the next of kin, or the person who is dealing with the deceased’s estate (the person sorting out their property, belongings and money), you can still use the service if you have their permission to provide their details and act on their behalf.
How we will treat the information you give us to use any of these services. The information you give will be treated securely and confidentially. The organisations who are contacted will use the information to update benefits, credits or help to start up services. They may use this information in other ways, but only as the law allows.
How can you contact us to use the service? There are two ways you can use the service: Immediately following the death registration appointment. Our offices are open Monday to Thursday 8.30am - 5pm. Friday 8.30am - 4.30pm Or if you prefer following registration of the death and with a reference number (provided by the registrar) you can call the Department for Work and Pensions on 0800 0857308 Lines are open Monday to Friday 8am to 8pm. Or you can complete on-line using weblink https://www.gov.uk/after-a-death/organisationsyou-need-to-contact-and-tell-us-once For more information please call 01983 823233 or visit www.iwight.com/registrars This service is constantly being developed and in the near future we will be able to advise on Concessionary Bus Passes and Government Department Pensions.
Additional Information If you decide not to use the Tell Us Once service, the following information may be useful.
Pensions/Social Security Benefits/ New Tax Credits • Inform the Department of Work and Pension to ensure any state pension payments are stopped, telephone 0345 6060 265 • Inform the deceased’s personal pension provider, if a policy was in place • Inform the Jobcentre Plus or Social Security Office if benefit was in payment, for example, Income Support, Jobseekers Allowance, Child Benefit, Attendance Allowance telephone 0345 604 3719 • Inform the HM Revenue and Customs, if tax credits were in payment (Working Tax or Child Tax Credits) telephone 0345 300 3900 • Inform the deceased’s employer or current occupational pension provider who will advise if the deceased’s occupational pension can be passed to another family member or surviving civil partner.
Health Services • Tell the deceased’s doctor and any other health service provider they may have used, such as local hospital, dentist and chiropodist. • Return any equipment the deceased may have borrowed from a hospital, clinic or Social Services. • Cancel any services received from Social Services, such as meals-on-wheels, transport or home help.
Money There are a number of financial organisations who may need to be informed. These organisations will probably request to see a copy of the death certificate and include:• The Inland Revenue as there may be an Income Tax refund due • Banks, building societies, credit card companies, insurers, Post Office savings, premium bonds, stocks and shares.
Houses and Household Bills • Ask the Post Office to redirect the deceased’s mail, or speak to the Registrar about using the Deceased Preference Service or the Bereavement Register to stop any unwanted junk mail or direct mailings and the distress they bring with them, and reduce the risk of identity fraud • The law states that the Registrar who registers the death must tell the Council Tax Department of a person’s death. However, you may wish to contact them directly to discuss any outstanding monies owed and any refunds or reductions in Council Tax charges • Depending on the deceased’s circumstances, you may need to speak to a council housing department, housing association, mortgage company or private landlord • Tell the deceased’s gas, electricity, water and telephone line provider • Cancel any deliveries of heating oil • Inform the insurance company that provides the household insurance.
Transport and Travel • Tell the car insurance company. Please note that anyone who is a named driver on the deceased’s car insurance will no longer be insured to drive the vehicle. This is because the person who took out the insurance is not alive to give permission for someone else to drive • Return the deceased’s driving licence to the Driver & Vehicle Licensing Agency (DVLA) • Return the deceased’s car registration documents to the DVLA to allow the change of ownership to be recorded • Cancel or return any travel passes or season tickets. Claim any refunds due. • Return the deceased’s passport to the UK Passport Agency.
Personal Items • Return any library books and cancel membership • Send back any membership cards to clubs or associations and claim any refunds.
As early as possible: Contact the executor as soon as you can to enable him/her to start the process of obtaining probate if necessary. The executor is usually nominated in the will. If there is no will, decide who will apply to sort out the deceased’s affairs and contact the Probate Registry to apply for ‘letters of administration’ if necessary. The Probate helpline number is: 0300 123 1072. Or visit www.gov.uk/wills-probate-inheritance
Bereavement Support How can you get help and support with bereavement? There are many organisations that can help and support you following bereavement. This is a list of some of them that might be useful to you. The British Association of Cancer United Patients (BACUP) Provides a cancer information service that gives information, practical advice and emotional support to patients, their families and friends and others bereaved by the illness. Visit www.macmillan.org.uk British Organ Donor Society (BODY) A self-help and support group for families of organ donors and for those who have received organs. They will also welcome calls from people waiting to receive organs and those whose relatives have died after a transplant or whilst waiting. The phone is in a family home and there is an answer phone when no one is in. Email body@argonet.co.uk Cancer Link Offers emotional support and information to people with cancer, their families, friends and professionals working with them. A resource for over 700 cancer support and self-help groups and individual supporters throughout the UK. Visit www.macmillan.org.uk The Compassionate Friends Gives support to parents whose son or daughter has died. Tel: 0345 1232304 Cruse Bereavement Care Provides a nationwide service of bereavement counselling, advice, information and social contact through its headquarters and more than 196 local branches, to anyone bereaved by death irrespective of age, race, religion, gender or sexual preference. Tel: 0844 477 9400 Earl Mountbatten Hospice (EMH) An island wide service based at EMH John Cheverton Centre, offers lifespan support from children to adults. The service offers individual, couple, family and group work for those affected by bereavement or a life limiting and palliative illness. Referrals to the service are accepted by a GP, the hospital bereavement office or as a self referral. You do not need to have had any previous contact with the Hospice for a referral. For further information contact the team on: 01983 533776
The National Association of Bereavement Services A National Directory of Bereavement and Loss Services able to direct people to their nearest appropriate source of support. You can contact them at 20 Norton Folgate, London, E1 6DB Tel: 020 7709 9090 (24 hrs, with answer phone) The National Association of Widows Offers a friendly helping hand to all widows and their families. Visit www.nawidows.org.uk Road Peace The UK’s national charity for road crash victims; provides support to those bereaved or injured in a road crash. Tel: 0845 4500355 Or visit www.roadpeace.org/ The Samaritans For someone you can talk to who will give you support. There are over 180 branches that are open 24 hours a day. Tel: 0845 7909090 Or visit www.samaritans.org SSAFA Forces Help The national charity helping serving and ex servicemen, women and their families in need. Tel: 0800 7314880 Or visit www.ssafa.org The Terrence Higgins Trust A charity providing practical support, help, counselling and advice for anyone with or concerned about AIDS or HIV infection. Tel: 0808 802 1221 Or visit www.tht.org.uk The War Widows Association of Great Britain Gives advice, help and support to all war widows and dependents. Tel: 0845 2412 189 Or visit www.warwidowsassication.org.uk The WAY Foundation Provides help and support for the widowed and young. Visit www.wayfoundation.org.uk
Who else should you contact? When someone dies you may need to inform a wide variety of organisations. In many cases you’ll need to close down accounts or cancel or change insurance details, subscriptions, agreements, payments or direct debits. You may have to send some organisations a death certificate. You can use the following as a checklist to see if you have contacted everyone you need: q accountant
q life assurance
q bank/building society
q Dividend Office
q benefits agency
q mail for redirection
q car registration documents
q mortgage provider
q child benefit office (within eight weeks)
q motoring breakdown policy
q church or other place of worship
q motoring insurance
q clubs and social groups
q national insurance contributions office
q council tax office q dentist q driving licence q doctors q DVLA (to cancel car tax) q employers q hire purchase/loan companies q home help agency q hospital clinics q household insurance q income tax office q insurance providers q internet provider q landlord q library q local authority (re: rental/parking permit)
(self-employed) q optician q passport q pension plans q Premium Bond Office q National Savings and Investments q Probate Office q professional bodies q private healthcare provider q relatives and friends q solicitor q stocks, shares, dividends q TV licence q telephone provider – landline and mobile q utilities (gas, electricity, water, telephone) q vehicle registration
You should remember that if the deceased owned a vehicle then it is possible that there is no longer insurance cover for it to be driven. Many policies state that a vehicle may be driven by someone else with the owner’s permission but as soon as the owner dies any such permission may cease. It is best to contact the car insurance company before anyone drives the vehicle to make sure they are insured.
Isle of Wight Council Bereavement Services The Isle of Wight Crematorium Station Lane, Whippingham Isle of Wight PO32 6NJ
Floral Tributes from each service are placed on the paved Tribute Plot and usually remain there for a week. Families are quite welcome to remove these after the service, if so wished. The grounds and Book of Remembrance Room are open each day of the year.
Tel: 01983 882288 E.Mail: Bereavement Services@iow.gov.uk
Our opening times are as follows Office: Monday to Friday 9am to 5pm
Funeral Services
Book of Remembrance Room: Monday to Friday 9am to 4.30pm Saturday and Sunday 12 noon to 4pm Bank Holidays 2pm to 4pm
Isle of Wight Council Bereavement Services, who work closely with the Registrars and Coroners Departments, are based at the Crematorium and can be contacted as above. We can facilitate all Cremation Services, in addition to arranging burials in our twelve Council Cemeteries. Therefore, we would like to just outline the role we play when someone passes away. If you would like more details, please contact us and we will assist you through this very sad and distressing time.
Cremation Services Normally, once you have contacted your chosen Funeral Director, they will liaise with us to book a date and time for your preferred service. Depending on the individual circumstances, different combinations of documents (as described elsewhere in this booklet) will need to be completed and sent to us, therefore enabling the statutory legislation to be followed. Your Funeral Director will guide you through this. Cremation services usually take about 25 minutes, but if you feel that a longer service time is required or there will be a large volume of people attending the service, please discuss this with your Funeral Director when booking the service. We also encourage families to discuss any individual elements of the service with the Funeral Director or with us ahead of time, so that these can be facilitated appropriately. Our chapel is non-denominational and many varied services take place each day. There is the provision for organ music to be played and the music system can accommodate CD’s, and USBs etc. Cremated Remains are available from 10.30am the following working day after the service. If they are to be collected, please note that we only keep them in our care for one month after the service. An appointment will need to be made with us if you wish to scatter the cremated remains in the Gardens of Remembrance. We endeavour to keep the grounds as natural as possible and we welcome fresh flowers, but reserve the right to remove other memorials. In respect of memorials left at the crematorium, please see the notices in the grounds.
Burials Burials can take place in local churchyards, if there is still space or in any of the private woodland burial areas on the Island. For these you would need to contact the church or minister concerned or via your chosen Funeral Director. Isle of Wight Council Cemeteries are located at Ashey, Binstead, Carisbrooke - Mountjoy, East Cowes, Newport - Fairlee, Newport - St Pauls, Northwood, Ryde, Sandown, Shanklin, Ventnor, Wroxall. Burials in these cemeteries need to be booked with Bereavement Services. The Exclusive Right of Burial (EROB) needs to be purchased before any full burial or that of cremated remains takes place. If it is the owner of this EROB that has died, they can be buried, but the EROB will need to be transferred to the next rightful person or relative, before any further burials in that grave can take place or a memorial placed. Ownership of the EROB is always confirmed with our records when a burial is booked or a memorial requested. Sometimes, the EROB will need to be transferred before the current burial can take place. All memorials in our cemeteries require permits to place them and they have to be erected by an approved stonemason. The above information are guidelines only and further information is available from our members of staff. Please be assured that we understand that this is a distressing time for you and your family and we are here to help you through this time.
Bereavement Services Manager
Feel right at home with Barchester care homes
Learn new hobbies or continue with the ones you love. We would love you to join us for an activities taster session From expert care to delicious home-cooked food and engaging activities, our staff pride themselves on making everyone we care for at our Barchester care homes feel at home. It’s all part of the first-class care and support that we provide to the people of Lincolnshire and beyond.
We have a range of services and facilities to suit all care needs: • Activities programme • Nursing care • Dementia care • Home-cooked food • Residential care • Respite care
If you would like a tour of either of our care homes or just need some friendly advice, your local Barchester home will be happy to help The Orchard Care Home 189 Fairlee Rd, Newport, Isle of Wight PO30 2EP Tel: 01983 520022
Vecta House Care 24 Atkinson Drive, Newport PO30 2LJ Tel: 01983 525521
www.barchester.com
Fresh flavours by the sea Our restaurant offers a beautiful, panoramic beach-side setting for funeral wakes and private lunches, enabling you to celebrate the memory of a loved one with a comfortable and relaxed atmosphere. We can sensitively arrange a bespoke gathering, be it large or small. Please get in touch and we can arrange a friendly chat. 0 1 9 83 81 1 21 2 • thr eeb u oys. c o. u k A pple y La ne, R y d e, Is le o f Wi g ht, P O 33 1ND
We give people the care they deserve so that they can stay in the home they love As the nation’s leading home care provider, we are able to deliver care across a range of specialisms, often taking on cases that other care companies decline. We cover anything from short visits to longer, more intense care and support including health related care, respite, live in and overnight care.
For more information please call us on 0800 542 1078 or visit www.alliedhealthcare.com
Working to keep people in their own homes
I N D E P E N D E N T
A N D
FA M I L Y
R U N
Simple cremation with ceremony £2300 inclusive The price is inclusive of crematorium and doctors fees. How it works: • We will meet with you in the comfort of your home to discuss your requirements and complete any necessary paperwork, this is a very simple process. • Doctors fees if applicable will be paid on your behalf. • Your loved one will be cared for until the day of the funeral and the chapel of rest will be available for you to visit if required. • We supply a simple and very respectful oak veneer coffin. • On the day of the funeral your loved one will be transported to the crematorium in our custom vehicle. • Upon your arrival at the crematorium for the service, your loved one will already be in situ. • The service will take place with a minister or celebrant of your choice or we can help you with your options. • We will return your loved ones ashes to you in a simple wooden urn, for you to then decide in your own time what you would like to do. • We do ask that payment is made once you have decided to use us, however if there are difficulties in this area then we will of course be flexible. We want what is a very difficult time to be stress free as possible for you.
Tel: 01983 717 554 Mob: 07840 231 446 Email: brighthillfunerals@gmail.com Website: www.brighthillfunerals.co.uk Dear Nikki, I’d like to take the opportunity to thank you for the caring way in which you assisted me after ***’s recent death. Dealing with the loss of a family member is always a stressful and difficult time, and like it or not, funeral arrangements have to be made, which is hard, especially when you are still in shock. Therefore I was grateful that you came along when you did, taking the weight off my shoulders. Nothing was too much trouble and I really appreciated the fact that you went out of your way to find out how we wanted things done, so that you could arrange it that way. You gave so much effort and time and really went the extra mile. All this resulted in a lovely send off for ***. I would have no hesitation in recommending your services to anyone in the future. Your’s Sincerely, H Family
‘Affordable family led funerals with the freedom to do it your way’
Email: thebreeze@island-harbour.co.uk | Web: www.island-harbour.co.uk Island Harbour Marina, Mill Lane, Binfield, Newport, Isle of Wight, PO30 2LA
Trust the domestic cleaning experts at MOLLY MAID
• Uniformed and professionally trained staff • 100% guaranteed and insured • Free in-home estimate • No contracts • All materials supplied • Regular or occasional cleans • More affordable than you think FIND YOUR LOCAL MOLLY MAID 0800 377 7507 www.mollymaid.co.uk
Probate & Tax Solicitors Islandwide Legal Advice & Representation
Whole Estate Administration
Grants of Probate
Letters of Administration
Intestacies
Overseas Property & Assets
Wills
Inheritance Tax
Estate Distribution
Deeds of Variation
Administration of Trusts
Tax Affairs
Trust & Estate Accounts
Probate Disputes
Home visits available
01983 817060
13 Union Street, Ryde, Isle of Wight, PO33 2DU www.cbwsolicitors.co.uk · 01983 817060 · info@cbwsolicitors.co.uk RYDE · SOUTHSEA · COSHAM · FAREHAM · GOSPORT · LEE ON THE SOLENT Regulated by the SRA - Registered Number 45008
The Banyan Wellness Center
William Hall
Established 1992 Massage, Holistic and Wellbeing Therapies
INDEPENDENT FUNERAL DIRECTORS Holistic Health Care
Professional, Accredited, Massage and Therapeutic Body Care Specialists
Our team of expert therapists offer massage, holistic and complementary therapies that have been known to help a wide range of persistent or longterm ailments. Professional Remedial Massage Therapy Reiki/Spiritual Healing
Auricular Therapy (Hopi Ear Candles) Nutritional & Lifestyle Therapy
www.williamhallfuneraldirectors.com Acupuncture
Counselling & Psychotherapy Advanced Hypnotherapy and more
OFFICE AND CHAPELS (24 HOURS)
Membership schemes are available to manage long term conditions Thursdays 25% off off all treatments for over 60’s Until 3pm
(01983) 868688
Our services can also be accessed via GP referrals, people using Direct Payments or Personal Health budgets.
PERSONAL ATTENTION DAY OR NIGHT Full funeral services arranged to individual requirements • PRIVATE CHAPELS OF REST •
Open Times 7•Needles RoadPAYMENT FLEXIBLE PLANS • CARING FOR THE COMMUNITY • are 6pm - 9pm Mon 9:30am - 9pm Thu 9:30am - 9pm Newport pre booked Tue 10:00am - 9pm Fri 9:30am - 9pm Road, PO50 1LF Springbank, Winford Newchurch appointments only Sat 9:30am Tel: 0800 123 4567 Wed 10:00am - 9pmSandown, Isle- 5pm of Wight, PO36 0JX
SPRINGWOOD Woodland Burials
For details of burials that have important benefits for the environment contact
WILLIAM HALL INDEPENDENT FUNERAL DIRECTORS Springbank, Winford Road, Newchurch, Sandown Isle of Wight, PO36 0JX
(01983) 868688
www.springwood-cemetery.com
Coming to terms with the loss of a loved one is an emotional time and often you have to arrange a funeral wake at very short notice. Our understanding and friendly team are on hand to take away some of the stress and strain of organising the wake and ensure it runs as smoothly as possible.
Approachable & professional
A t s u c h a d i ffi c u l t t i me ,l e t u s t a ke t h e w o r r y o u t o fo r g a ni s i ng a fi t t i ng w a ke t o c e l e b r a t e y o u r l o v e d o ne ’ s l i fe .
Buying a business
Palmerston Grange is ideally situated in the heart of Shanklin with easy access to Shanklin train station, surrounded by beautiful gardens, we can also offer your friends and family discounted room rates on a bed and breakfast basis and enjoy the benefit of ample on site car parking. With the choice of 2 reception rooms including a beautiful fully licensed bar, Palmerston Grange can cater for each and every need. We offer delicious menu options of sweet or savoury food from as little as ÂŁ4.99 per person.
Family law Mediation Private client Employment law Dispute resolution Probate & Inheritance Personal injury claims We offer a wide range of top quality, cost-effective and reliable legal services
Call us today for practical advice and support Newport
Freshwater
01983 524741
01983 752492
eldridges.co.uk
info@eldridges.co.uk
36 St. James Street
Avenue Road
Palmerston Road, Shanklin, Isle of Wight PO37 6AS Tel: 01983 865547 | Email: info@palmerstongrange.co.uk Website: www.palmerstongrange.co.uk
Fundraising There is a common misconception that a Hospice is where people go when they are ready to die, the last stop on life’s journey. These thoughts couldn’t be further from the truth. When we think of our Hospice we think of the life of our patients. We think of their dignity, and caring for and understanding their needs. We think of our respectful and committed staff, using their knowledge to provide a supportive, efficient and responsible service. We think of the inspiring work that goes on every day within the Hospice and of all the support and loyalty that it inspires across the Island. It costs us over £7 million to provide high quality services to people who are during the last years of their life. We also support families and friends both during the care of their loved ones and after death, through our expert bereavement support services. We receive just below 35 per cent of these costs from our local NHS Commissioners,so we need to raise around £5 million each year in order to sustain and grow the work of the Hospice. This is a huge amount of money, and every single penny matters. We raise these funds through so many different avenues, we have a whole calendar full of events organised by the and our wonderful supporters on the Island. There’s also money raised through our weekly lottery, money left in Wills, through our network of shops across the Island as well as many other ways.
Why not get involved?
Earl Mountbatten Hospice Shops You’ll find a wide range of items in our shops from glass and ceramic ware, clothing, jewellery, toys, furniture and electrical appliances. We are committed to upholding our legal and ethical obligations with regards to trading regulations and follow the guidelines set out by The Charity Commission and The Association of Charity Shops, ensuring you absolute peace of mind.
Mission, VIsion, Values Our mission, vision and values were developed through extensive consultation with Earl Mountbatten Hospice staff and volunteers.
Our Mission... is to promote and to provide good care and support for those people living with, affected by, or curious about death, dying and bereavement across the Isle of Wight.
Our Vision... is of a world where all dying people and those close to them have access to expert, compassionate and costeffective care of the highest quality, whatever the illness, whoever they are and wherever they happen to be.
Our Values... We care about what we do – we appreciate that people are different and we are kind and compassionate to our patients and families, to our local community and to each other
Earl Mountbatten Hospice Halberry Lane Newport Isle of Wight PO30 2ER General Enquires/ Main Reception: (01983) 529511 Email: info@iwhospice.org www.iwhospice.org
We are very grateful to the businesses whose advertisements appear in this publication. As a mark of our gratitude we would like to draw the attention of the readers to their details and announcements. We are required to make it clear however that neither Excellmedia can accept responsibility for any services or workmanship that they may undertake.
This brochure was produced by excellmedia The Barn at Westwinds, Bank Lane, Warton, Preston PR4 1AT Telephone: 08450 707040 Email: admin@excell-media.co.uk www.excell-media.co.uk
We are experts in our field – we are professional at all times, aspiring to be the best that we can be in everything that we do We are innovative and bold – we respond quickly and creatively to the changing needs of our society within the scope of our human and financial resources We respect our community – we exist for our local population now and into the future, and we believe that we can achieve more together by working in partnership with others Our values, which have been defined by our staff and volunteers, are under pinned by a set of expectations and behaviours, which we have all agreed to.