www.isabelhospice.org.uk
All the staff at Isabel Hospice would like to offer our sincere condolences to you, your family and friends at this difficult time. This booklet has been designed to be of practical use to you during your bereavement. It aims to guide you through the necessary aspects and arrangements which need to be made.
To find out more about how we can support you, please contact our Family Support team on 01707 382563.
When someone dies at home, it is important that the body of the person who has died is cared for in a culturally sensitive and dignified manner.
When an expected death occurs at home, the first step is to verify the death. Various healthcare professionals are able to do this, including Isabel Hospice nurses and paramedics, community nurses, and the GP.
If an expected death occurs outside of normal GP hours, an emergency ambulance is not required. The national 111 service should be called; please advise that you are calling to report an expected death.
Some people choose to help with after-death care; others prefer this to be performed by the undertaker, an Isabel Hospice nurse, or a community nurse. They will ask what your preferences are and assist you with these. If a nurse is not present, you may wish to ring our advice line on 01707 382575, available 24/7 for further guidance and support.
This is the process that will follow after the verification of death has happened.
1. The Medical Examiner Office will receive the notification of your loved one's death and their patient notes from the GP surgery. The Medical Examiner will then review the information and propose a cause of death. They will also check to see that they received the appropriate care before they died.
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2. Your appointed Medical Examiner Officer (MEO) will telephone you and inform you of the process and will explain what the GP will be asked to write as the cause of death. They will also ask you the following questions:
•Which funeral director will be appointed?
•Whether arrangements will be made for a cremation or a burial
•Whether you have any concerns regarding the care your loved one received
The Medical Examiner Officer (MEO) will arrange for the GP at your loved one's surgery to complete the Medical Certificate of Cause of Death (MCCD) which will then be emailed to the Hertfordshire Registration Service.
4. The Medical Examiner/Bereavement Office will telephone you once the Medical Certificate of Cause of Death (MCCD) has been issued and you will be able to book an appointment to register the death online at www.hertfordshire.gov.uk/registeradeath . You can attend the register office of your choice provided it is in Hertfordshire.
5. If the Coroner is involved, he will review the medical information provided and make a decision on whether a post mortem examination is required or if the GP can issue the Medical Certificate of Cause of Death (MCCD).
6. If a post mortem is required you will be designated a Coroner's Officer who will inform you of the findings of the post mortem. If the Coroner is involved, you may only register the death after the Coroner has given permission to do so.
7. All information relating to the registration office and the Coroner's processes are correct at the time of publication. The Medical Examiner Officer will advise you of any changes.
The Medical Examiner (ME) is an independent, senior doctor who was not involved in the care of your loved one. Since 2019, some senior NHS doctors have received specialist training in order to become Medical Examiners (ME). Alongside their normal working specialities, their job is to give independent advice about causes of death (except for deaths that have been referred directly to the Coroner).
Medical Examiners (ME's) look at the relevant medical records and discuss the causes of death with the GP who was involved in the care of your loved one, and who will complete the Medical Certificate of Cause of Death (MCCD).
During the independent review, if the Medical Examiner (ME) finds issues with care that needs further investigation, they will refer these to someone who can do this. This is usually an internal investigation with the appropriate care giver.
Medical Examiner Officers (MEO's) are specially trained administrative staff who coordinate the entire process. They offer families and carers an opportunity to raise questions or concerns about the causes of death, or about the care their loved one received before their death. They can explain what the medical language means and make it easier to understand.
Each family is assigned an (MEO) who will remain their point of contact.
All deaths should be reviewed by the Medical Examiner (ME). The Medical Examiner Officers (MEOs) will coordinate the entire process of ensuring the required certificate of cause of death can be issued. The bereavement assistant also supports the Medical Examiner Officers (MEOs).
The Medical Examiner (ME) reviews the medical notes provided and has a discussion with your designated Medical Examiner Officer (MEO) and the medical professional responsible for the care of your loved one. This is to ensure that the information entered on the Medical Certificate of Cause of Death (MCCD) is correct and that all information relating to the death is recorded appropriately.
Your designated Medical Examiner Officer (MEO) will ensure you are informed of the cause of death and they will answer any questions you may have about the Medical Examiner process. You will also be asked if you have any concerns regarding your loved one's care during their final illness. Although they may not be able to answer all of your questions immediately, they will advise you of sources of additional support or information.
The Medical Examiner Officer (MEO) will ask you who you would like us to speak if you find it too difficult. We understand that this is a difficult time for you and speaking to the Medical Examiner office is your choice.
A discussion with the Medical Examiner Officer (MEO) provides you with an opportunity to have an open and honest conversation with someone who was not involved in providing care to your loved one. Any worries or concerns you may have can be discussed and the Medical Examiner Officer (MEO) will be able to help you identify whether you need to make a direct complaint or whether they can provide your feedback and concerns to the care provider responsible.
If there is a requirement for further investigation, unless the death has been referred to the Coroners, this will not cause a delay in the death certification process.
As well as answering your questions, any feedback or concerns received can help the NHS provide better care for loved ones in the future.
The Medical Examiner is NOT the same as the Coroner. When the Medical Examiner (ME) identifies a case that requires a referral to the Coroner, it is the Coroner who investigates the death independently and not the Medical Examiner.
If a Coroner is involved, you may only register the death after the Coroner has given permission to do so.
What can I do if I have questions or concerns about the Medical Examiner process?
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If you are not satisfied with the information provided by the Medical Examiner office, we suggest you discuss this with your appointed Medical Examiner Officer (MEO) first.
If you are still not satisfied, you can also contact the Patient Advice and Liaison Service (PALS) on 01438 285811 where staff will be happy to listen to your concerns and ask the appropriate member of the Trust staff to contact you to talk through your concerns as quickly as possible.
Access to medical records
During the independent review, the ME will be able to view information using the Hertfordshire and West Essex Shared Care Record. This is secure technology that allows authorised staff involved in an individual's care to electronically access an up-to-date summary of their health and care records from multiple services. There will still be occasions when more detail is required, and the ME will contact a service directly to request this.
For more information on the Share Care Record visit: www.hertsandwestessex.ics.nhs.uk/your-health-andcare/support/ shared-care-record/ .
Medical Certificate of Cause of Death (MCCD)
To enable the Medical Certificate of Cause of Death (MCCD)to be completed, Medical Examiner Officers (MEOs) must follow a standard procedure. Please be aware that this process may take a few working days, depending upon circumstances.
The Medical Examiner Officer (MEO) will contact Isabel Hospice or the GP surgery your loved one was registered with and ask them to complete the Medical Certificate of Cause of Death (MCCD).
On completion of the Medical Certificate of Cause of Death (MCCD), the Medical Examiner/Bereavement Office will email it to Hertfordshire Registration Service and will call you to confirm this has been done.
Please do not book a registration appointment until the paperwork has been sent to the registration service.
Once the Medical Examiner Office (MEO) has contacted you to inform you that Death Certificate has been sent to the registrars, you can then contact the registrars to make an appointment to register the death. They will allocate a specific time for you to formally register a death. Registering a death is a legal requirement and should normally be done within five days. However, if the Coroner’s Office is involved, this will be different. Deaths must be registered in the county in which they occur. If you are unable to attend the area where the death occured you must contact the registration service for advice.
Regulations state that only certain people can register a death with the Registrar of Births, Marriages and Deaths.
A relative of the deceased who was present at the time of death
A relative of the deceased in attendance during the illness
A relative of the deceased residing in the same local district
A person present at the time of death
The occupier i.e. Matron or Officer in Charge of a nursing home or rest home, provided they knew of the illness before the death
The person responsible for the disposal of the body i.e. an executor, solicitor or similar
To book an appointment to register a death, please visit the Hertfordshire Registrars website. The online system allows you to book at any time, choose from any of the eight register offices and pre-order and pay for Death Certificates.
Please do not make an appointment until you have received a call from the Medical Examiner, to inform you that the Death Certificate has been securely scanned to the registrar.
You will not be able to register the death until the registrar is in receipt of the Death Certificate.
You will need to know:
The full name and address of the deceased
(maiden name if applicable)
Their date and place of birth
The occupation of the deceased
The name, date of birth and occupation of spouse if applicable
If married more than once, the names of the former spouses
The Registrar will give you:
A Certificate for Burial or Cremation (known as the Green Form) unless the Coroner has given you an Order for Burial or a Certificate for Cremation.
Whichever form you are given will be needed by the Funeral Director so that the funeral can be held
A Certificate of Registration of Death (form BD8) for the Department for Work and Pensions
In addition, you may buy as many copies of the Full Death Certificate as you require, for example for banks or insurance claims
The addresses of the Hertfordshire Register Offices are:
Bishops Stortford
Riverside House, 2 Hockerill Street, CM23 2DL
Cheshunt
Bishops College, Churchgate, EN8 9XH
Hatfield
19b, St.Albans Road East, Hatfield, AL10 0NG
Hemel Hempstead
The Forum, Marlowes, HP1 1DN
Hertford
County Hall, Pegs Lane, SG13 8DE
Stevenage
Danesgate House, Danesgate, SG1 1WW
St.Albans
The Gatehouse, 1 Victoria Square, AL1 3TF
Watford
31 Hempstead Road, WD17 3EY
To make an appointment, please visit: www.hertfordshire.gov.uk/registeradeath Or scan the QR code
Alternatively, you may call them on: 0300 123 4045
There may be various people or organisations who need to be informed of the death, this may include (but is not limited to):
Solicitors
Bank or Building Society (if there is a joint account the partner can continue to draw cash)
Employer or Trade Union (check if any wages or pensions are due)
Tax Office
Department for Work and Pensions to cancel pensions, allowances, benefits etc
Local Social Services if meals on wheels, home care, day centre transport was used
The Family Doctor (GP)
Landlord
Insurance including motor insurance (anyone driving a vehicle insured only in the deceased person’s name is not legally insured)
Gas, electricity, telephone companies, Royal Mail, milk deliveries, newsagents (change the name for future accounts or cancel the service if the home is left unoccupied)
Library, subscriptions, clubs
Hertfordshire Registration Service provides assistance with the National 'Tell Us Once' Service with the DWP (Department for Work and Pensions) when you register a death within Hertfordshire.
The Registrar will provide you with a unique reference number so you are able to access the Tell Us Once Service. You cannot use this service without this reference number.
www.gov.uk/tell-us-once
Alternatively, you can telephone them on 0800 731 0469
When you visit the DWP website, have your loved one's National Insurance number to quote along with the unique reference number and continue to follow the instructions so that all central and local government and council departments can be informed of the death.
Many organisations have a bereavement line that you can request who may be more understanding of your circumstances and help deal with your enquiry in a sensitive way.
Tell Us Once will contact:
HM Revenue and Customs (HMRC) - to deal with personal tax and to cancel benefits and credits
Department for Work and Pensions (DWP) - to cancel benefits and entitlements
Passport Office - to cancel a British passport
Driver and Vehicle Licensing Agency (DVLA) - to cancel a licence, remove the person as the keeper of up to 5 vehicles and end the vehicle tax
The local council - to cancel Housing Benefit, Council Tax Reduction, a Blue Badge, inform council housing services and remove the person from the electoral register
Veterans UK - to cancel or update Armed Forces Compensation Scheme payments
Social Security Scotland - to cancel benefits and entitlements from the Scottish Government
Some public sector pension schemes:
My Civil Service Pension
NHS Pensions for NHS staff in England and Wales
Armed Forces Pension Scheme
Scottish Public Pension Agency schemes for NHS staff, teachers, police and firefighters in Scotland
Local Government Pension Schemes (LGPS)
You will need to nominate a Funeral Director of your choice. You can ask any Funeral Director for an estimated cost before making a commitment to use their services. Below is a list of directors based in Eastern Hertfordshire.
Barringtons 01279 860055
Co-op 01279 461427
Bishop’s Stortford
Broxbourne
Buntingford
Cheshunt
Hatfield
Hertford
Daniel Robinson 01279 655477
Goodchild 01279 461215
Co-op 01992444583
MW Carroll 01992444490
Austin’s 01763 274111
Cheshunt 01992 623310
Jim Gardner & Family 01992 643644
WJ Murray & Son 01992 624220
Co-op 01707 276336
JJ Burgess and Sons 01707 262122
Austin’s 01992 582052
Co-op 01992 535812
C Powell 01992 238983
West and Sons 01992 260800
471709
447171
470153 Potters Bar
01707 659917 Chas A Nethercott 01707 652288
Sawbridgeworth Daniel Robinson & Sons 01279 722476 Waltham Cross WJ Murray & Son 01992 627817
01920 468551
463260
325959
391808
01707 391210
Probate is the legal process of settling the estate of a deceased person.
If the person has made a valid Will, this will state what should happen to the deceased person’s estate and will be held by a bank, solicitor, Will-safe facility, the Principal Probate Registry or a trusted friend or relative. Solicitors can help guide you through these matters.
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A Will often outlines what a person wishes to happen to their physical belongings when they die; however, this more commonly does not extend to include their digital presence.
This means their email address and social media accounts, including Facebook and Instagram. Unless they have included details of their passwords in their Will for you to close down any active accounts, they have the potential to be compromised now that there is no one to manage them. It is worth being mindful of this in the coming weeks.
Most online accounts make it possible to work with a confirmed immediate family member to have the account deactivated. In most cases, including Gmail, LinkedIn and X, simply:
1. Go to the ‘Help’ section on the organisation’s website (you do not have to log in for this).
2. Locate the button ‘Manage Account’.
3. Choose the option that discusses ‘Removing the account of a deceased person’.
Some organisations may ask you to complete a form, providing personal details, and often prove the death of the account holder with a death certificate Each account case will be reviewed and action taken accordingly
This information is only required to ensure that users do not deactivate another active user’s account without their knowledge. On other platforms, the ‘Help Forums’ are very useful in providing information that you cannot find immediately.
With Facebook, you may wish to take up the ‘Memorial’ option for a loved one’s account. Facebook suggest that these pages become “a place for friends and family to gather and share memories after a person has passed away. Memorialising an account also helps keep it secure by preventing anyone from logging onto it”.
If you need further help with this, please call us on 01707 382500 to speak to the team that look after our digital platforms.
Bereavement Payment
If your husband, wife or civil partner has died, you may be able to get a Bereavement Payment. You may be able to claim a bereavement payment if:
You were under state pension age when they died
Your husband, wife or civil partner has paid enough
National Insurance contributions
Your husband, wife or civil partner died as a result of an illness or accident caused by their job or working conditions
Bereavement Allowance (Previously Widow’s Pension)
If you’re widowed you may be able to claim Bereavement Allowance if:
Your husband, wife or civil partner had paid enough
National Insurance Contributions
Your husband, wife or civil partner died as a result of an illness or accident caused by their job or working conditions
You’re a widow, widower or surviving civil partner aged 45 or over when your husband, wife or civil partner died
You’re under state pension age
You’re not bringing up children
You might be able to claim Widowed Parent’s Allowance if you’re widowed under State Pension age and have at least one dependent child.
You may also be able to claim if you’re pregnant and your husband has died, or you’re pregnant after fertility treatment and your civil partner has died. You can get Widowed Parent’s Allowance until you stop being entitled to Child Benefit.
If you’re on a low income and need help to pay for a funeral you’re arranging, you may be able to get a Funeral Payment from the Social Fund. You might have to repay some or all of it from the estate of the person who died. You may be eligable for a Funeral Payment from the Social Fund if you or your partner are in receipt of certain benefits or tax credits.
This is only a guide. For further information and how to apply for bereavement benefits visit www.gov.uk or telephone the DWP Bereavement Service on 0800 731 0469
If someone dies at home, it is the responsibility of the family to take the medicines to their local pharmacist for safe disposal. This should be done as soon as possible.
If you wish to return equipment, such as that listed below, to the Hertfordshire Equipment Services, please call 01707 292555 to organise collection.
Bathing equipment
Commodes and toileting equipment (please ensure these are clean. Please discard urine bottles)
Hoists and other transferring equipment
Rise and recline chair
Hospital bed Hertfordshire Equipment Services: 01707 292555
If you have equipment on loan from Isabel Hospice please return this to the Isabel Hospice In Patient Unit. This includes:
Wheelchairs on loan
Walking aids
TENS machines
Nebuliser
Please note due to infection control we do not accept commodes or toileting equipment
If you need to retun a wheelchair that belongs to Hertfordshire Wheelchair Services please contact: 03332 340 303 or 01707 386 860.
Grieving is part of bereavement and it can affect people in different ways.
You may experience some of the following:
Numbness and difficulty accepting that the person has died
Thinking you’ve seen or heard the person, or searching for them
Difficulty sleeping or eating
Feeling physically low or worrying about your health
Sadness
Anxiety and restlessness
Guilt
Anger
Loneliness
It can undermine your self-confidence
Depression or feeling like you are going mad
Finding difficulty in everyday situations and coping with relationships
Disappointment about the plans and dreams that will never be fulfilled
And sometimes, feelings of relief
You may or may not have any of these feelings. It is important that you allow yourself to experience whatever feelings arise. It may be helpful at this time to be patient and kind with yourself, allowing space and time to grieve. Grieving can be exhausting and allowing time to rest can be beneficial. Sometimes it may be helpful to delay making important decisions or having unrealistic expectations of yourself.
Bereavement is one of the most painful experiences we have to endure, yet so many go through it without the need for medical attention. However, if you feel physically unwell and more concerned about your physical or emotional symptoms, please seek advice from your GP.
Try to express your emotions
Remember that you need time to think, rest and sleep
Be gentle with yourself
Try to accept that some things are beyond our control
Don’t be afraid to ask for help
Adult Service
Our Bereavement Support team offers anyone linked to an Isabel Hospice patient, a confidential space helping you to cope with feelings of loss and grief. This is an open service which can be accessed at any time after the death, even if it has been months or years.
We have a fully trained Bereavement team who offer 1:1 sessions - online, over the phone and in person.
Grief Encounters is a bereavement support group which is for anyone in the community within our catchment area.
Children's Service
We offer support to children whether or not they are linked to an Isabel Hospice patient.
We know that all children and young people grieve. It is normal, and children's grief is expressed differently to the adults around them. Each child is an individual and will face bereavement in their own special way. What we say about death to our children or when we say it, will depend upon their age, understanding and experiences and perhaps your family's beliefs or culture.
Our bereavement support is available to any child up to age of 18 who have experienced a bereavement, and have a GP in eastern Hertfordshire (our catchment area).
We offer 1:1 support and group support via face to face, school visits, telephone or online support.
There are many special, personal ways to give a gift in memory of your loved one at their service. Each invaluable gift helps Isabel Hospice continue to provide outstanding palliative care for all.
Many of our supporters organise for donations to be made to Isabel Hospice instead of flowers and we can provide donation envelopes and personalised collection boxes to distribute at the service.
Supporters can also set up an online funeral collection via our Always Loved Tribute page. The page offers friends and family a place to donate and also allows you to share funeral arrangements, leave messages of condolence, share photo’s or light a virtual candle.
In-Memory postal donations via cheque and one-off or regular on-line donations are gratefully accepted at any time.
To find out more please visit: https://www.isabelhospice.org.uk/inmemory or call our In-Memory team on 01707 954827 to find out more.
Open to all, our remembrance events provide wonderful opportunities for families and friends to celebrate and remember precious times spent with loved ones who are no longer with us.
Lights of Love is a chance to come together with people who have been touched by our care, or who simply want to gather with others to remember someone special, near or far.
Held in the run up to Christmas in five locations across eastern Hertfordshire, the evenings offer an uplifting programme of seasonal music, songs, readings, book of dedication and refreshments. There is a moment of reflection before switching on the ‘Lights of Love’ to mark the light and warmth brought to the world by those we remember.
This family-friendly, summer afternoon gathering is a joyous and reflective mixture of live musical performances, readings and delicious teas in beautiful surroundings. Please visit https://www.isabelhospice.org.uk/inmemory to find out more.
We're always pleased to receive suggestions (including any complaints) from you and your family, as these may help us to improve our services. You may speak with any member of staff looking after you about any aspect of your support, or visit our website https://www.isabelhospice.org.uk/compliments-andcomplaints/
Although Isabel Hospice is an independent charity, we are regulated by the Care Quality Commission (CQC) which inspects Isabel Hospice on a regular basis to ensure we are providing high standards of care. You are welcome to send comments (good or bad) to: www.cqc.org.uk/give-feedback-on-care Telephone: 03000 616161
Sometimes it helps to talk to someone who is not directly involved with you or your family’s grief.
Below are some organisations that may be able to provide you with some help and useful advice:
CRUSE Bereavement Care
Helpline (Herts area)
Cruse National Helpline
WAY Widowed and Young
Age UK
Samaritans
Citizens Advice Bureau
Carers in Hertfordshire
Winston's Wish
Childhood Bereavement Network
The Compassionate Friends
Stand by Me Bereavement Support
CHUMS Mental Health and Emotional Wellbeing
National Bereavement Service
Reference: Isabel Hospice Community Bereavement Booklet
Publication date: June 2025
Review date: June 2027
The Hospice 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 Hospice is grateful of their support it does not endorse or recommend any of the services that they provide.
This publication has been jointly developed between ourselves and the hospice. We hope that it has been or will be of help at this time and we welcome any comments or suggestions that you may have.
Please contact us either by phone, email or by post.
RNS Publications, Trium House, Broughton Way, Whitehills, Blackpool, Lancashire FY4 5QN
832400 enquiries@rns.co.uk
