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

Standard 4: Education, training and support for staff

Standard statement

Each organisation demonstrates its commitment to the education, training and support of all staff involved in the care of the deceased and support of people who are bereaved, appropriate to roles and workplace setting.

Rationale

To operate a mortuary service that is responsive, professional and compassionate, staff have to be trained and supported in their role.^{[45, 46]} Staff should have access to training, including equalities training, to enable them to support people who are bereaved effectively.

All staff involved in the care of a deceased person should continuously develop their knowledge and skills, and be provided with training and continuous professional development appropriate to their role and responsibilities. Personal and peer mentoring should be made available, as required.^[45] Promotion of positive working and learning environments motivates staff to deliver high quality care to the deceased and people who are bereaved.^[47]

In addition to technical aspects of the role, it is important that staff understand the well-established link between bereavement and a range of mental and physical health risks which impact on people who are bereaved.^{[48, 49]} Although bereavement is a long term process, what happens at the start of the journey for people can have an impact on their memories and experiences.

Criteria

4.1 All mortuary staff ensure that, when they are undertaking their responsibilities, they:

• provide care in a sensitive, respectful and person-centred manner^[28]
• communicate effectively ensuring that the individual needs of people who are bereaved are met where possible
• develop and maintain high levels of skill, knowledge and competency appropriate to their role^[28]
• implement a multi-professional and cross-organisational approach to improve knowledge, communication and partnership working, and
• have knowledge of, and take into account, personal, spiritual, faith and cultural values, beliefs and identity in accordance with any specific instruction of the deceased prior to death, where this is known and possible.^{[28, 45]}

4.2 Line managers will:

• encourage and enable staff to participate fully in training and continuing professional development
• implement reflective practice to identify and address education needs aligned to professional development frameworks where appropriate, and
• ensure staff are trained effectively in all aspects of their role, including conducting sensitive or difficult conversations with the next of kin and people who are bereaved.^[45]

4.3 Mortuary staff are appropriately supervised and offered ongoing personal mentoring and peer review relevant to their role, responsibilities and national professional standards. Where appropriate, staff are encouraged and supported to gain professional registration.

4.4 Each organisation has processes in place to:

• provide mortuary staff with clear guidance on their roles, responsibilities and boundaries of professional competence and information on the roles and responsibilities of other organisations that provide mortuary services
• aid cross-organisational learning
• escalate any concerns or issues
• ensure that mortuary staff have information on services relevant to the bereaved person
• ensure that occupational health services are provided to all mortuary staff
• provide staff training in the appropriate, compassionate care and handling of the deceased for all those working in mortuary services, and
• ensure training and supervision of other staff who have access to the mortuary, for example, staff who maintain equipment and estate, and
• ensure robust Human Resources practices are in place, including disclosure checks for staff who have access to the mortuary (including where access is granted via contractual arrangements).

4.5 The role of the mortuary and its staff is recognised and valued by colleagues as an integral part of the organisation.

What does the standard mean for people using mortuary services?

• Everyone can be confident that when they die, their culture, belief and faith practices, identity and recorded wishes will be understood and taken account of where possible.
• People who are bereaved will be confident that staff will be compassionate, skilled and competent.
• People who are bereaved will be confident that mortuary staff have the appropriate training and support to meet their needs.

What does the standard mean for staff?

• Mortuary staff develop an understanding of and can recognise the specific needs of groups protected by the Equality Act 2010^[32] and are aware of equality and diversity policies and procedures.^[32]
• Mortuary staff can demonstrate knowledge, skills and competence relevant to their role.
• Mortuary staff attend relevant training in bereavement support.
• Mortuary staff are appropriately supervised to fulfil their responsibilities.
• Mortuary staff have mechanisms in place to work in partnership with other organisations.
• Clear guidance on the roles and responsibilities of each organisation involved in providing the mortuary service (independent health care services, hospices, Police Scotland, COPFS, the NHS, local authorities and universities) is available.
• All organisational staff have opportunities to learn more about the work of the mortuary service.

What does the standard mean for the organisation?

• Each organisation is committed to providing mortuary staff with the necessary knowledge and skills, appropriate to their roles and responsibilities, to provide high quality care.
• Each organisation provides ongoing support to mortuary staff.
• Training and continuing professional development opportunities are available and accessible to all mortuary staff.
• Each organisation has robust Human Resources practices in place in relation to mortuary services, including disclosure checks for staff who have access to the mortuary (including where access is granted via contractual arrangements).

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

• Information is available to mortuary staff about support mechanisms for them.
• The mortuary has representation on multidisciplinary groups with minuted meetings demonstrating involvement and partnership working.
• Multi-organisational and multidisciplinary training are developed and staff are supported to attend.
• There are training and development plans and records on, for example:
  • bereavement support, and
  • equality training.
• Staff have the appropriate technical training, for example, are trained in care after death.^[35]