OPERATIVES CERTIFICATE TRAINING SESSION 1 REMOVALS AND FIRST CALL IFD College:Funeral Services Award

IFD College:Operative Certificate FIRST CALL General Principles and First Calls IFD College:Funeral Services Award Training Session 1

IFD College:Operative Certificate First Call The initial enquiry leading to the arrangement of a funeral. First impressions set the tone for our future dealings with our clients. Clients should feel that the person taking the call is pleasant, sympathetic, helpful and patient. Ask students before next slide IFD College:Funeral Services Award Training Session 1

IFD College:Operative Certificate First Call May be from A relative of the deceased A Friend of the family A Doctor A Clergyman A District or home nurse The Police Nursing Home staff IFD College:Funeral Services Award Training Session 1

IFD College:Funeral Services Award First Call May be A request to effect an immediate removal. To arrange a removal at a set time. To enquire about costs and services. To make an appointment to arrange a funeral. To ask for advice – ‘What do I do now’ IFD College:Funeral Services Award

First Call - information Callers name, address, telephone number and relationship (if any) to the deceased. Deceased’s name and address. Date, time and place of death. Is the deceased to be Buried or Cremated? IFD College:Funeral Services Award

IFD College:Funeral Services Award First Call - Doctor Has a Doctor attended? Doctor’s name & Practice. Has s/he given permission for the deceased to be moved. Has s/he been notified of any proposed Cremation? IFD College:Funeral Services Award

IFD College:Funeral Services Award First Call - Doctor In the case of an expected death the Doctor may decline to attend. If so will s/he be able to sign the medical certificate giving cause of death? Has s/he consented to the deceased being removed? IFD College:Funeral Services Award

IFD College:Funeral Services Award First Call Does the family/caller want the deceased moved now or later? Some families may wish the deceased to remain at home until close relatives have arrived to pay their respects. Some, for religious or other reasons, may not wish the deceased to be moved at all IFD College:Funeral Services Award

IFD College:Funeral Services Award Removals Removals – This is the general term that we use to describe moving a deceased person from one place to another. Most usually, it will be from the place of death to either, our premises, or to a hospital or public mortuary IFD College:Funeral Services Award

IFD College:Funeral Services Award The vehicle Most firms now use a dedicated ‘removal vehicle’ which may be a closed van or estate car with suitably darkened windows. The advantage is that such a vehicle can be kept in a state of readiness. A few firms still use a hearse for removals. IFD College:Funeral Services Award

IFD College:Funeral Services Award Equipment All firms will have their own list of equipment which they will keep in the removal vehicle. The basic requirements are: Stretcher or removal Shell Protective clothing Clean sheeting IFD College:Funeral Services Award

IFD College:Funeral Services Award Life Extinct We are not expected to decide that death has occurred or pronounce that life is extinct, but we should be aware of the signs and tests of death. IFD College:Funeral Services Award

IFD College:Funeral Services Award Signs of Death Lack of animation Rigor mortis Lowering body temperature Pallor of skin Hypostasis No Pulse or heartbeat No respiration Pupils are fixed and dilated IFD College:Funeral Services Award

IFD College:Funeral Services Award Tests of Death Check (feel) for pulse Check (look & listen) for heartbeat Check (look) for corneal reflex with light Check (look, feel & listen) for respiration IFD College:Funeral Services Award

IFD College:Funeral Services Award In all circumstances Removals should always be carried out: Efficiently Quietly Professionally With Dignity With Compassion IFD College:Funeral Services Award

IFD College:Funeral Services Award Removals Private Houses Nursing & Residential Homes IFD College:Funeral Services Award

Private Houses Nursing & Residential Homes The death of someone we love is a most traumatic occurrence. Witnessing the deceased being taken from the family home for the last time can be most distressing. Some families may also be present when a removal is effected from a Nursing or Residential Home. IFD College:Funeral Services Award

IFD College:Funeral Services Award Before you leave Is removal vehicle clean and in working order? Is equipment clean and in working order? Know where you are going. Check address, location and accessibility. Consult map if necessary IFD College:Funeral Services Award

IFD College:Funeral Services Award Before you leave Check details on First call order sheet. Has a Doctor attended? If not, do you have the name of the person who has asked you to remove the deceased? Check your appearance. IFD College:Funeral Services Award

IFD College:Funeral Services Award Before you leave If a nursing home – is this a convenient time to effect the removal? Is the deceased in a shared room? Has Matron any preference of equipment? Which entrance should you use IFD College:Funeral Services Award

IFD College:Funeral Services Award On Arrival Introduce yourself. Confirm that doctor has either attended or agreed to the removal. Tell the family where you will be taking the deceased. Explain procedure for contacting your office. IFD College:Funeral Services Award

IFD College:Funeral Services Award Getting organized Ask where deceased is located. Ask if anybody wishes to see the deceased before removal. Check for obstacles around the deceased and remove if necessary. Check exit and vehicle for closest/safest route. IFD College:Funeral Services Award

Identity and Personal effects Confirm identity and spelling. Attach identity label. Check for jewellery and establish what is to happen to it. Ask if dentures or clean attire are to be taken with you. Give/get receipt for jewellery. IFD College:Funeral Services Award

IFD College:Funeral Services Award Preparation Tactfully suggest that the family may wish to leave the room while the deceased is moved. Lay stretcher or shell in the best place to effect safe handling. Put on gloves/protective clothing. IFD College:Funeral Services Award

IFD College:Funeral Services Award Effecting the Removal Carefully move the deceased on to removal stretcher or into removal shell. Cover as per your companies normal practice. Tidy room and bed. Remove soiled bed linen if necessary. IFD College:Funeral Services Award

IFD College:Funeral Services Award Effecting the Removal Wash your hands. Advise family/staff that you are about to remove deceased. Move to the removal vehicle quietly. Place stretcher or shell in vehicle IFD College:Funeral Services Award

IFD College:Funeral Services Award Before you leave One person should stay with vehicle and deceased. Second person should tell family that you are leaving and check that there is nothing more they need to ask before you go. Leave in a discreet and dignified manner. IFD College:Funeral Services Award

Frequently asked Questions. How soon can we have the funeral? What do I do about a death certificate? Will I be able to come and see him/her? IFD College:Funeral Services Award

Arrival back at Funeral Home Follow your company procedures for: Checking identity and recording details. Recording jewellery and possessions. Caring for the deceased Passing on Documents and information. Clean equipment and re-stock vehicle. IFD College:Funeral Services Award

IFD College:Funeral Services Award Taking Measurements It may well be the policy of your company to measure the deceased at this point in time, so that the information is recorded at the earliest possible time. IFD College:Funeral Services Award

AVOID USING A COFFIN WHICH IS TOO SMALL. THE DECEASED SHOULD NOT LOOK Taking Measurements LENGTH OF BODY: FROM MID INSTEP TO THE TOP OF THE HEAD WIDTH OF BODY: WIDEST POINT, USUALLY THE SHOULDERS BUT MAY BE ELBOWS OR HIPS. AVOID USING A COFFIN WHICH IS TOO SMALL. THE DECEASED SHOULD NOT LOOK CRAMPED OR SQUASHED IN. IFD College:Funeral Services Award

IFD College:Funeral Services Award Removals Hospitals and Public Mortuaries IFD College:Funeral Services Award

Hospitals and Public Mortuaries Although these removals will, almost certainly, be done without members of the family being present, the highest standards should still be maintained. Remember that the deceased is somebody’s relative – it could be yours. IFD College:Funeral Services Award

Hospitals and Public Mortuaries These removals will almost always be pre-arranged, at a time to suit your company workload and the mortuary staff. Most hospitals & mortuaries will have set times when you can call to effect a removal. IFD College:Funeral Services Award

IFD College:Funeral Services Award Permission to remove Many hospitals & Mortuaries require funeral staff to produce some identification and proof that you have the permission of the relative to remove. Some hospital issue their own permission form to relatives to give to their Funeral Director. IFD College:Funeral Services Award

IFD College:Funeral Services Award Before you leave Collect any necessary documents you may have to take with you and ensure that you have payment for cremation certificates if required. Check that you have your own removal sheet with information about the deceased IFD College:Funeral Services Award

IFD College:Funeral Services Award On Arrival Pay for and collect any documents Show appropriate paperwork and/or permission forms to the mortician. IFD College:Funeral Services Award

IFD College:Funeral Services Award Identification. Check the deceased’s identity on body label (wrist band) against your work order – Do not use label on covering sheet. IFD College:Funeral Services Award

IFD College:Funeral Services Award Personal effects Check deceased for jewellery. Record and sign for jewellery/personal possessions. If valuable are in a sealed envelope – open it and check the contents before you sign for them NEVER sign for any item that you don’t take. IFD College:Funeral Services Award

IFD College:Funeral Services Award Effecting the Removal Sign mortuary register. Use protective clothing as necessary. Move deceased to vehicle. Wash hands. IFD College:Funeral Services Award

Arrival back at Funeral Home Procedure should be as for removal from Private Houses, Nursing & Residential Homes IFD College:Funeral Services Award

IFD College:Funeral Services Award Removals H M Coroner IFD College:Funeral Services Award

Coroner’s/Police Removals In many areas of the UK, Coroner’s removals are dealt with by a Funeral Company contracted to the Coroner’s Office for that purpose. You may work for one of those companies, or contracting may not be in operation in your area You may have a minimum response time IFD College:Funeral Services Award

When is a death reported to H.M. Coroner? When the deceased has not been seen by a Doctor within 14 days Any case where a Doctor is unable to sign a medical certificate Any death in custody Any death attributed to Industrial disease. IFD College:Funeral Services Award

What circumstances may be encountered? Sudden deaths Found dead Suicide Suspicious circumstances Accidents Industrial Diseases IFD College:Funeral Services Award

IFD College:Funeral Services Award Preserving evidence Coroner’s removals should always be treated as suspicious deaths unless otherwise determined. We should not, for that reason, remove any clothing or other items from the deceased which may be needed for evidence. IFD College:Funeral Services Award

IFD College:Funeral Services Award On Arrival Identify the Officer in charge. This may not always be a police officer. In some circumstances it may be an officer from the Fire or Ambulance service. Introduce yourself and confirm that a Doctor has attended and where the deceased is to be taken. IFD College:Funeral Services Award

IFD College:Funeral Services Award Identification Do the Police know the name of the deceased? If not, establish how the deceased is to be identified. If not done by the Police, attach identity label with the given information. E.g. white male found at …on…. IFD College:Funeral Services Award

IFD College:Funeral Services Award Personal effects. Ensure Police have checked deceased for any jewellery and personal effects. If not, ask them to do so. Any possessions found should be the responsibility of the police. (they may be evidence) Many hospital mortuaries will not accept valuables IFD College:Funeral Services Award

IFD College:Funeral Services Award Effecting the Removal Use protective clothing as necessary. Because these removals are often classified as ‘obnoxious’ be prepared to need additional protection. Carefully move the deceased on to removal stretcher, removal or disaster shell. You may also need to use a body bag. IFD College:Funeral Services Award

IFD College:Funeral Services Award Before you leave Advise Senior Officer that you are ready to leave and check that you may do so. Ask if the Police wish to accompany you to the mortuary. If appropriate notify hospital of your imminent arrival. IFD College:Funeral Services Award

IFD College:Funeral Services Award Arrival at Mortuary Use protective clothing as necessary Identify deceased to Mortuary staff. Re-check deceased for jewellery & valuables. Complete mortuary register. Wash hands IFD College:Funeral Services Award

Arrival back at Funeral Home Procedure should be as for removal from Private Houses / Nursing & Residential Homes. Pay particular attention to cleaning after any dirty removal. Record removal as per your company policy. IFD College:Funeral Services Award

IFD College:Funeral Services Award Trauma and Infection Coroner’s cases are sometimes violent deaths, either inflicted or accidental. These cases can be difficult for us to deal with. Recognize that you may be disturbed by some of the scenes you witness. Know where to go for help and support. IFD College:Funeral Services Award

IFD College:Funeral Services Award Trauma and Infection Recognize, also, that there may be a greater risk of infection when dealing with these cases. Not because they are more likely to be infected, rather because any infection may be unknown. Take no risks with your own health & safety. IFD College:Funeral Services Award

IFD College:Funeral Services Award Documents The following slides show some of the documents that you may be required to produce or collect in the process of a removal. IFD College:Funeral Services Award

Registrars Certificate for Burial or Cremation You may hear this referred to as ‘The Green Certificate’ or ‘Disposal Certificate’ IFD College:Funeral Services Award

Cremation Certificates This three part document is often referred to as ‘Doctors Cremation Certificates ’ IFD College:Funeral Services Award

IFD College:Funeral Services Award Coroner’s form 102 This form is issued by the coroner to allow a cremation to take place. You may hear it called an ‘E Certificate’ or ‘yellow form’ IFD College:Funeral Services Award