Standards for mortuary services: guidance published by the Scottish Ministers, Police Scotland and the Crown Office and Procurator Fiscal Service

Standard 3: Supporting the needs of people who are bereaved

Standard statement

Each organisation ensures people who are bereaved receive information, care and support responsive to their needs and circumstances while the deceased is in the care of the mortuary service.

Rationale

It is well understood that people who are bereaved react in different ways, for example feeling shock, anger, or numb. Bereavement has a psychological and physical impact on the person.^[41]

It is important that people who are bereaved feel listened to and that information, help and guidance on what to do next is offered in response to their individual needs. This can be helpful at what is a difficult time and should be offered to everyone and provided to those who wish to receive it. As people often find it difficult to take in details when they are grieving, information should always be provided in a sensitive manner.^[42]

The provision of high quality information at the right time, and in the right format, will enable people who have been bereaved to make informed decisions and minimise anxiety.^[43]

In those deaths that involve the police (COPFS cases), it may be necessary to withhold specific information due to a legal investigation. Information about what will happen next and the timescale involved, helps to keep people informed.

While the deceased is in the care of the mortuary service, it is important that people who are bereaved feel that their personal, spiritual, faith and cultural values, beliefs and identity are valued.^[32] However, it is also important that the wishes of the deceased, where they are known, are taken into account. Where the wishes left by the deceased do not align with the wishes of the bereaved, the mortuary service, operating within its organisation's procedures and requirements, will discuss and work with the bereaved to identify and agree a solution.

Criteria

3.1 In all cases, people who are bereaved are treated sensitively, with respect, empathy and compassion.^[44]

3.2 In all cases, people who are bereaved should be asked about their personal, spiritual, faith and cultural values, beliefs, identity and wishes in relation to how the deceased is handled and these should be recognised and respected.

3.3 Where reasonably practicable, people who are bereaved:

• have their relationship with the deceased and other bereaved persons taken into consideration
• are offered an opportunity to view and spend time with the deceased where possible
• are offered information and support that is responsive to their needs and is in an appropriate format and language
• are offered information and support at an appropriate time, and
• are supported and have an easily accessible method of providing feedback to each organisation.

3.4 In those deaths that do not involve the police, people who are bereaved are:

• given information on the relevant mortuary service and how to contact the service
• given information on the next steps and likely timescales, and
• signposted, if required, to available bereavement, spiritual, faith and cultural support services including translation services, where appropriate.

3.5 In those deaths that involve the police (COPFS cases), people who are bereaved are:

• directed to the COPFS and provided with information on how to contact them, and
• signposted, if required, to available bereavement, spiritual, faith and cultural support services including translation services, where appropriate.

3.6 In cases of disagreement between the wishes left by the deceased and the wishes of the bereaved, the mortuary service, operating within its organisation's procedures and requirements, will discuss and work with the bereaved to identify and agree a solution.

In those deaths that involve the police (COPFS cases), the COPFS investigation will take precedence, until the post-mortem examination investigations are complete and the Procurator Fiscal has agreed to release the deceased.

What does the standard mean for people using mortuary services?

• People who are bereaved feel that they:
  • have been treated with respect, empathy and compassion
  • have time to spend with the deceased
  • understand the role of different organisations, who to contact, and know where to go for further assistance if they wish it
  • are signposted to services that may be able to provide ongoing support
  • are assisted appropriately if they have a disability, for example communication and accessibility issues are addressed, and
  • have access to sign language and language interpreters to ease any communication needs.
• Children and young people feel that they are included in any visit to the mortuary.
• People feel informed and understand the information given to them.
• For those deaths that involve the police (COPFS cases), people who are bereaved feel that they understand what is happening.
• People know who to speak to with any questions or concerns they may have.

What does the standard mean for staff?

Mortuary staff:

• have access to information in appropriate formats and languages to offer to people who are bereaved
• have current information on other services to which they can signpost people who are bereaved, and
• are confident that they can respond to people who are bereaved, recognising the individual ways they grieve and their needs.

What does the standard mean for the organisation?

Each organisation provides:

• clear policies and procedures on equality and assisting people who are bereaved
• appropriate and up to date information, including access to support information and services, and
• staff training on equality and on supporting people who are bereaved.

Practical examples of evidence of achievement (NOTE: this list is not exhaustive)

• Information is available in a range of formats and languages.
• Resources on topics, for example grief and bereavement, are available.
• Information is available on support such as relevant counselling services.
• Feedback was actively sought from people who are bereaved and acted on e.g.
  • they were able to access other services when required, and
  • in all services accessed they felt mortuary staff were informative, respectful and compassionate.
• Access to interpreters and sign language interpreters.