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Lincolnshire Community and Hospitals NHS Group

Information and advice following your bereavement

Introduction We would like to express our sympathy and sincere condolences to you and your family at this sad time. In the first weeks of bereavement we know that it is a particularly difficult time and you will need to deal with several practical matters. This booklet aims to provide some useful help and advice during the early days of your bereavement. Hospital staff are aware that every loss is unique and that everybody grieves differently. The Bereavement Staff are available to offer help and advice to guide you through the next few days and to ensure that the practical arrangements are handled in a very sensitive and timely manner. The booklet has been divided into two parts: • Part 1 gives advice on the immediate practical tasks that need to be undertaken following a bereavement. • Part 2 gives information on bereavement and grief, with contact numbers and advice for ongoing support for you and your family.

Part 1: Immediate Practical Tasks The Hospital and Bereavement Office............................................................2 What happens next ........................................................................................................................3 • Parking ..............................................................................................................................................................4 • Visiting ...............................................................................................................................................................5 • The Chaplaincy Teams .............................................................................................................5 • The Bereavement Journey .................................................................................................6 • Informing the GP ................................................................................................................................6 Registering the death at the Registration Service.....................7 • Registration Service contact details ......................................................................8-10 • Who can register the death? ...........................................................................................11 • What you need to take to the Registration Service ........................11 • Further information required by the Registration Officer ........11 • Certificates and forms ................................................................................................................12 • Documents you will receive from the Registration Officer ...12 The Coroner, sudden deaths and post-mortems..........................13 • The role of the Coroner ............................................................................................................13 • Post-mortem examinations ................................................................................................14 • Contact the Lincolnshire Coroners Service ...............................................14 Tissue Donation ...................................................................................................................................15-16 Funeral Arrangements...............................................................................................................17 • Arranging the Funeral .................................................................................................................17 • Paying for the Funeral ...............................................................................................................18

Part 2: Coping with your emotions • Finding support ....................................................................................................................................20 • Grieving ...........................................................................................................................................................20-22 • Support groups .....................................................................................................................................23-25 Remember a loved one ............................................................................................................26

Part 1: Immediate practical tasks

The Hospital and Bereavement Office The Bereavement Office is responsible for dealing with matters following the death of a patient in the hospital, and is the primary contact for relatives and friends. On the first working day following the death, the named Next of Kin should contact the Bereavement Office. Please telephone the Bereavement office as below.

KEY CONTACT INFORMATION: Bereavement Office: Lincoln County Hospital 01522 573403 Bereavement Office: Pilgrim Hospital, Boston 01205 445255 For deaths at Grantham District Hospital please contact the Bereavement Office at Lincoln County Hospital as above. Office hours are: 10am – 4pm, Monday – Friday

What happens next? Firstly the deceased’s Patient Records will be brought to the Bereavement Office for review by the independent Medical Examiner Service. The Medical Examiner, working alongside a team of specially trained staff called Medical Examiner Officers, undertakes an independent review of the medical records and discusses the cause of death with the Doctor completing the Medical Certificate of Cause of Death. The Medical Examiner or one of the team will also contact the named Next of Kin to give them an opportunity to have an open and honest conversation with someone who was not involved in providing care to the person who has died. The conversation is an opportunity to ask any questions about the treatment the person received before they died or to explain any medical terminology you may not have understood. This is also an opportunity to ask questions or to raise any concerns. If any issues are identified which remain unanswered then these will be passed onto the appropriate department for further investigation. The Medical Examiner Team will explain how this will be taken forward, but will not investigate further themselves to avoid any delays in the death certification process. For further information regarding the Medical Examiner Service, please email: ulth.medicalexaminerservice@nhs.net In some circumstances the death may need to be referred to the Coroner’s Office. This is nothing to worry about and is often standard procedure (for further information see page 13). Once the Medical Certificate of Cause of Death has been issued, Bereavement Staff will send it electronically to the Registration Service. You do not collect this from the hospital. 3

The named Next of Kin will receive a telephone call from the Bereavement Team to advise when this has happened and that they can now expect to be contacted by the Registration Service to arrange a face to face appointment to register the death. The Registrar will issue the Death Certificate at this appointment. If there are any personal belongings for the deceased, then Bereavement Staff will arrange their collection by Next of Kin. In the event any items are unclaimed or collection arrangements not made, these items will be securely disposed of after a period of two months.

Parking If you need to come in to the hospital to collect any property you will not have to pay for parking. Please speak to Bereavement Office Staff who will organise this for you.

Visiting a Deceased Patient Where possible we would advise relatives to arrange to view a deceased patient once they have been transferred to the care of the Funeral Director. In those circumstances where this would cause an undue delay or would not be possible then we will, wherever possible and if circumstances permit, facilitate a viewing in the hospital chapel of rest. Please speak to the Bereavement Office for further information.

The Chaplaincy Teams Chaplains offer spiritual, religious and pastoral care to people of all faiths and none. Chaplains are available to Patients, Relatives and Visitors both before and after death. If you would like to talk with a Chaplain please let any member of staff know or contact the Chaplaincy Department: Lincoln: 01522 573080 Boston: 01205 445243 You can also contact the main switchboard at any site who can contact a Chaplain for you.

The Bereavement Journey The Trust is licensed to provide The Bereavement Journey program at Lincoln, Boston and Grantham Hospitals. This program is designed to support individuals of any background who may have experienced bereavement. It provides a structured approach over seven sessions to facilitate grief work and supports the most common aspects of loss. The Bereavement Journey is suitable for people of all faiths or none. The program is not recommended for anyone within the first twelve weeks of Bereavement. Should you wish to enrol on the next program please contact 01522 307340/01205 446871 for more details or for further information please visit www.thebereavementjourney.org

Informing the GP The hospital will notify the patient’s death to the GP.

Registering the death at the Registration Service To prevent any unnecessary waiting, all Registration Offices in Lincolnshire operate an appointment system. You will need to make an appointment to register the death however you cannot do this until it has been confirmed that the Medical Certificate of Cause of Death has been completed and sent to the registration service. The Registration Service will contact the named Next of Kin to make this appointment.

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Boston Registration Office for Births, Marriages and Deaths

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The Boston Registration Office Registrar of Births, Marriages and Deaths Municipal Buildings West Street Boston PE21 8QR There are other Registration Offices within Lincolnshire, located in Bourne, Gainsborough, Horncastle, Long Sutton, Louth, Skegness, Sleaford, Spalding and Stamford. For more information, please visit the following website or call 01522 782244. www.lincolnshire.gov.uk/registration

Who can register the death? The person registering the death should be one of the following: • A relative • A person who was present at the death • A person making the funeral arrangements

Information you should have available when registering the death The Registration Service will already have a copy of the MCCD. Useful documents for the registrar are: • The deceased medical card • Birth certificate • Marriage/civil partnership certificate – if applicable Please note: None of these documents are essential

Further information required by the Registration Officer The registrar will ask for the following details: • The date and place of death • Full name (and any other names they used or maiden name) • Home address and postcode • Date and place of birth • Their last job • Their spouse or civil partner’s name and job • The name and email address of your Funeral Director The Registration Officer will send the form for the burial or cremation directly to the Funeral Director. In some circumstances, the Coroner and not the Registration Office may issue this. 11

Certificates and Forms You will need to purchase death certificates. A death certificate is a certified copy of the entry in the death register. Death certificates may be required by banks, building societies, solicitors and for some insurance and pension claims. Most companies will return the certificate to you. You may purchase as many certificates as you wish at the time of registration. Additional certificates can also be ordered after the registration at a later date.

Documents you will receive from the Registration Officer After the information has been recorded into the death register, the Registration Officer will issue the necessary forms and certificates. The Registration Officer will give you: • A death certificate • A Certificate of Registration of Death (form BD8) issued for the Department for Work and Pensions (DWP) In Lincolnshire there is a free, secure and confidential service called ʻTell Us Onceʼ (TUO) immediately following a death registration. This service informs the DWP and other Central and Local Government Departments of the death. The Registration Officer will issue you with a reference code for the DWP. If you do not have access to the internet please contact the Customer Service Centre on 01522 782244.

The Coroner, sudden deaths and post-mortems The role of the Coroner In some instances there is a legal requirement for the doctor to refer a death to the Coroner. About one third of all deaths are referred to the Coroner. The Coroner may decide that death was natural and will allow a doctor to issue a Medical Certificate of Cause of Death. If this is not possible, the Coroner may ask a pathologist to examine the body by means of a post-mortem examination. The Coronerʼs Officer will contact you and give advice and guidance on the necessary procedures. If the post-mortem examination shows the death to have been of natural causes, the Coroner will issue a certificate and this will be sent to the Registrar directly. The Coroner will advise you once this certificate has been issued and you may then make an appointment to register the death at the Register Office. In order to establish the cause of a sudden or unexpected death, it is sometimes necessary for a Coroner to order a post-mortem examination of the deceased. A Coroner is an independent officer with statutory responsibility for the legal investigation of the cause of death in particular circumstances; your consent is not required. The Coronerʼs Officer will maintain contact with you throughout this time. They will inform you once the Coroner has issued the relevant document that is required by the Registrar in order to register the death and will also provide consent to proceed with funeral arrangements.

Hospital post-mortem examinations The doctor who has been looking after your relative may ask your permission for a post-mortem examination. The doctor will already know the cause of death but a post-mortem would establish whether there were any further contributory causes of death and may assist in the future treatment of other patients. A hospital postmortem requires the consent of the next of kin. The procedure will be thoroughly explained to you and there will be no pressure exerted on you to agree to a post-mortem. If you agree, you will be able to change your mind at any time before the post-mortem takes place. The Bereavement Office staff will guide you through the process. Please be aware that you will be able to see your relative afterwards.

Contacting Lincolnshire Coroners Service The centralised Coroners Office contact details below cover all of Lincolnshire; Lincoln, Gainsborough, Caistor, Louth, Horncastle, Skegness, Sleaford and Grantham, Stamford, Bourne, Boston, Long Sutton and Spalding: Telephone: 01522 552500 www.lincolnshire.gov.uk/coroners

Tissue donation Most people who die can donate some kind of tissues for transplantation. Many people are aware that hundreds of lives are saved every year by donated organs, such as hearts and kidneys. Many people do not realise that donated tissues such as skin, bone and heart valves can dramatically improve the quality of life for others and even save lives. As many as fifty people can be helped from the donation of one person. Which tissues can be donated? Eyes: Eyes can help restore sight to people with cornea problems (the clear part of the eye). This may be a result of damage caused by eye disease or injury, or defects from birth and the white part of the eye (the sclera) can be used in operations to rebuild the eye. Heart Valves: Heart valves can be transplanted to save the lives of children born with heart defects and adults with damaged heart valves. Skin: Skin can be used as a natural dressing, helping to treat people with serious burns. This can save lives by stopping infections, helping to reduce scarring and reduces pain. Bone: Bone is important for people receiving artificial joint replacements, or replacing bone that has been removed due to illness or injury. It helps reduce pain and improve mobility. Tendons: Tendons, the elastic-like cords that attach bones and muscles to each other, can be donated to help rebuild damaged joints, which helps people move more easily.

Can we choose which tissues to donate? Yes. Only those tissues for which you have given permission will be donated. Is there an age limit to tissue donation? Age is generally not a barrier to donation. However, heart valves and tendons can only be donated up to the age of 60. Can anyone become a tissue donor? Almost anyone can be considered for tissue donation but there are a few medical conditions which may mean that tissue donation is unsuitable. How long after death can tissue be donated? The best time is within 24 hours after someone has died. However, sometimes it is possible to donate up to 48 hours after death. For further information and advice, please speak to the ward staff.

Funeral arrangements Arranging a funeral and choosing a Funeral Director You do not have to wait until you have registered the death before contacting a Funeral Director. Funeral Directors are available 24 hours a day, 7 days a week. Contact a Funeral Director when you feel ready. They can visit you in your home if preferred and will help you make arrangements for the funeral. They will contact the hospital and arrange to collect the deceased person. If your relative requires a post-mortem ensure you inform the Funeral Director. Once your relative is with the Funeral Director, you will be able to visit them at their Chapel of Rest, where you can spend as much time as you need. Sometimes, families decide they would like their relative to spend time at home, usually in the hours before the funeral. This can be arranged with the Funeral Director. You will also need to think about the clothes you would like them to wear. Take your time and donʼt rush into any decisions.

Funeral costs You may request a written quotation so you know what costs are involved. Funeral costs may be paid in different ways including: • From the estate of the deceased • A funeral payment scheme may exist. Check paperwork to see if a plan exists • Money from a life insurance policy or pension scheme • The deceasedʼs bank or building society may agree to release funds to pay for funeral costs • You or the executor may need to pay and then recover the money from the estate later • Funeral costs for the same services may vary considerably from one Funeral Director to another. You would be advised to get more than one quote to compare costs and services • Disbursements are fees paid to others, for example, a minister, newspaper announcements, flowers or the crematorium You may be eligible for a funeral expenses payment if you get certain benefits and need help to pay for the funeral you are arranging. Visit: www.gov.uk/funeral-payments

Part 2: Coping with your emotions

Finding support Itʼs not unusual at times to feel that you’re overwhelmed by the intensity of your grief. Friends and colleagues can help by letting you talk about it at your own pace for as long as it takes, by simply being there and acknowledging your feelings, and by not being shocked by them. You may find you cannot and do not want to express your anguish and grief to members of your family or friends for fear of hurting them and causing them more pain. Although it is important to share your feelings with your family and friends, it can also be very helpful to find someone else to talk to and listen to about how you are feeling. There are specialist agencies and groups that offer support.

Grieving Sudden and unexpected death A sudden, accidental, unexpected death shatters the world, as we know it. It is often a loss that does not make sense. The sudden death leaves us feeling shaken, unsure and vulnerable. The grief response following a sudden loss is often intensified since there is little or no opportunity to prepare for the loss, say goodbye, finish unfinished business or prepare for bereavement. We are suddenly forced to face the loss of a relative or friend instantaneously and without warning. A sudden tragic event shatters our sense of order and thrusts us into a world changed forever. We may experience a greater sense of vulnerability and heightened anxiety. The safe world we once knew, no longer exists. We fear for our family, our friends and ourselves and we may become preoccupied with thoughts that this will happen again.

It is very important that you try to take care of yourself. You are dealing with an event that is beyond your control and it is important to do things that help you re-establish your sense of control over your world. It is also important to focus on the basics the body needs for day-to-day survival. Take it one hour at a time, one day at a time. Expected death If the death was expected, you will still find yourself in a state of shock at the news of their death. No matter how hard we try to be prepared, the death of someone close to us will affect us enormously and change our world, as we knew it. Immediately following your bereavement How you respond to a death or a bereaved person will be very individual and personal. These are some of the things people often say when someone dies. They may help you to feel that you are not completely alone. Your first response to bereavement is almost inevitably the feeling that it can’t be real, that it has not actually happened. These feelings may be accompanied by feelings of numbness - what many commonly call, “shock” - and a general sense of things being unreal. Some describe this sense of unreality as “living in a haze” or “moving in slow motion.” This numbness is often mixed with and followed by the more familiar signs of grief: extreme, painful sadness and fear as well as physical problems such as insomnia and a loss of appetite. After the funeral The first week or so after a death is a busy time: telling others, registering the death and making funeral arrangements. The full reality of the death may not hit you until after this time, when friends and family may have moved away and the real pain of grief begins.

After the initial impact, you may find that you’re up one minute and down the next. This is normal. Confusion, disorganisation, anger and guilt are common feelings, which may fluctuate over the coming months, giving way to apathy, sadness and depression as time goes on. You may have questions come to mind that you haven’t thought of before, or you may be thinking about the deceased person’s care and not be sure what happened and why. Please contact us and we will do all we can to answer any questions or concerns that you may have. Please contact the Patient Advice Liaison Service (PALS) on: Tel: 01522 707071 (Lincoln Office) Tel: 01205 446243 (Boston Office) Email: ulth.pals@nhs.net If you wish to make a complaint: Email: ulth.complaintsulh@nhs.net Phone: 01522 573883

Support Groups There are a number of organisations which may be able to offer help, advice, support and comfort during this difficult time. Listed below are some available: AMPARO– support following suicide

Amparo is a service commissioned by NHS Lincolnshire ICB to provide support to anyone who has been affected by suicide, the service is free and confidential for as long as people need it. Support can be provided one-to-one, to family groups, groups of work colleagues – whatever is preferred and most appropriate to the situation. Amparo is currently offered by telephone or video link, in person, ‘walk and talk’ or in community venues, wherever is most comfortable. People can self-refer at any stage in their bereavement or (with permission) other agencies can make a referral, for example health care, friends, social workers, etc. The service is not just for ‘next of kin’ – ANYONE who has been affected by suicide and is living in Lincolnshire can access the service. This could include friends, work colleagues, bystanders and witnesses. If you’re a professional and want to learn more about the Amparo service, you can book onto a free 40-minute briefing session, delivered via Microsoft Teams by one of Amparo Team Leaders. Details of these sessions, along with how to refer someone and how to keep up to date with the latest news from Amparo, can be found here:

Website: www.amparo.org.uk/free-briefing-session/ AGE UK

Working with and for older people.

Free National Helpline: 0800 678 1602 Website: www.ageuk.org.uk Citizens Advice Bureau Telephone: 0800 144 8848 www.citizensadvice.org.uk

Cruse Bereavement Support

Promoting the well-being of bereaved people.

National Helpline: 0808 808 1677 Website: www.cruse.org.uk

Lincolnshire Centre for Grief and Loss A counselling and training service.

Telephone: 01522 546168 Website: www.lcgl.org.uk

Macmillan Cancer Support

Offering emotional and financial support.

Telephone: 0808 808 0000 Website: www.macmillan.org.uk Marie Curie Cancer Care

Providing free nursing care and support to patients and families.

Freephone: 0800 090 2309 Website: www.mariecurie.org.uk

St Barnabas Lincolnshire Hospice

Family Support Service, support groups throughout Lincolnshire.

Telephone: 0300 020 0694 Website: www.stbarnabashospice.co.uk The Samaritans

Supporting those experiencing distress or despair.

National Helpline: 116 123 Website: www.samaritans.org

The Compassionate Friends

Supporting bereaved parents and their families.

Helpline: 0345 123 2304 Website: www.tcf.org.uk

For help and advice regarding the deceased’s Social Media Profiles and Online Accounts Website: www.beyond.life/help-centre/ The National Society of Allied and Independent Funeral Directors 3 Bullfields Sawbridgeworth Hertfordshire CM21 9DB Telephone: 0345 230 6777 Website: www.saif.org.uk National Association of Funeral Directors 618 Warwick Road Solihull B91 1AA Telephone: 0121 711 1343 Website: www.nafd.org.uk The Natural Death Centre In The Hill House Watley Lane Twyford Winchester SO21 1QX Telephone: 01962 712690 Website: www.naturaldeath.org.uk The Good Funeral Guide

An independent, not for profit information resource for funeral advice.

Website: www.goodfuneralguide.co.uk

Remember a loved one At this time of personal bereavement, many people look for practical, lasting ways to remember the life of a loved one. Here are some ways people do this: An in memory funeral collection You may be considering a collection in memory of your loved one after the funeral. Many people prefer this to receiving expensive flowers as tributes. If you’d like this, you or your funeral director can order gift envelopes from United Lincolnshire Hospitals Charity. You can then choose to hand these out at the service, or leave them on the seats for your funeral guests, who can leave a donation discreetly inside. This means your family and friends can honour your loved one by doing something positive in their memory. Depending on the funeral director, the envelopes will be collected by either yourself or them and the money raised will be distributed to the United Lincolnshire Hospitals Charity, who will let you know the total sum raised and the names of all of the donors, so you can thank them personally. Please contact the Hospital Charity to request donation envelopes. Tribute pages Create an online space to remember a loved one. It will offer family, friends, and colleagues a place to remember a loved one by adding pictures, sharing stories or messages of condolence. Visit our website to create a tribute page: www.ulhcharity.org.uk It may be that you want to make a one-off donation in memory of a loved one. You can do this on our website or send a cheque directly to the Hospital Charity: United Lincolnshire Hospitals Charity, Lincoln County Hospital, Greetwell Road, Lincoln, LN2 5QY. 26

Celebrate a life at Christmas Our families tell us Christmas can be a particularly difficult time, but also a time when they would love to celebrate the life of a loved one. The United Lincolnshire Hospitals Charity organises a Christmas event that culminates in the switching on of our Christmas stars on our hospital buildings and our Christmas trees. Local businesses are invited to sponsor the stars on our building and it is also possible for anyone to sponsor a star on our Christmas trees in memory of a loved one. Please contact us for more details. Creating your own event / fundraise in memory Some people like to arrange a fundraising event themselves or take part in a challenge to remember their loved one. Please feel free to talk to us if we can help you. All funds raised for the United Lincolnshire Hospitals Charity in memory of your loved one will be well spent. We are able to provide the valuable extras not covered by NHS budgets that often make the biggest difference for our patients, their loved ones and our staff. We can also work together if you would like your donation to go to a specific area or team within our hospitals.

If you would like to discuss any of these special ways to remember your loved one, please email charities.team@ulh.nhs.uk or call 01522 572221

We are always looking at ways to improve our service and would be grateful if you would complete and return the feedback form on page 29. Alternatively, if you have any suggestions for improvements to our service based on your experiences, or any feedback regarding the bereavement services, you can contact us by email: ulth.bereavementservices@nhs.net or by post addressed to: The Bereavement Service Manager at any of the hospital sites. The Trust endeavours to ensure that the information given here is accurate and impartial. If you require this information in another language, large print, audio (CD or tape) or braille, please email the Patient Information team at patient.information@ulh.nhs.uk

Feedback welcome

We appreciate this is a difficult time for you right now, so you may wish to complete this at a later date, but your feedback is always welcome and helps us to provide the best service we can. •

On which ward was your relative/friend cared for prior to their death? ................................................................................................................................................

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Was the support and information you received during your bereavement helpful? Yes / No

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What did we do well? ................................................................................................................................................ ................................................................................................................................................

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Is there anything we could improve on? ................................................................................................................................................ ................................................................................................................................................

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Was this booklet helpful?

Yes / No

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Is there any other information you feel should be included? ................................................................................................................................................ ................................................................................................................................................

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Would you be willing to complete a more in-depth questionnaire regarding your recent experiences surrounding end of life care? Yes / No If yes please provide your name and address below: Name:................................................................................................................................... Address:.............................................................................................................................. ................................................................................................................................................

Thank you very much for taking the time to complete this. Please send this form to: Bereavement Services, Lincoln County Hospital, Greetwell Road, Lincolnshire, LN2 5QY

Chaplaincy and Bereavement Services Request for an entry in the Book of Remembrance The Book of Remembrance is permanently on display in the Hospital Chapel with the current date on view. If you would like an entry to be made in the Book of Remembrance please include details below. Please ensure the information is accurate and clearly printed as entries in our books are difficult to correct. Name to be entered in the Book of Remembrance: What was the date the person died:

What is your name: What is your contact number: What is your relationship to the deceased: N.B. Contact information is only required if we need to clarify anything. We do not keep this information once the entry has been made in the Book of Remembrance. Please return the completed form to one of the addresses below. Alternatively you can submit this information by email to: ulth.chaplaincy.lincoln@nhs.net (Lincoln and Grantham) ulth.chaplaincy.pilgrim@nhs.net (Pilgrim) clearly marked ‘Book of Remembrance’ We will endeavour to ensure that all entries are made in the Book of Remembrance before the first anniversary Chaplaincy Department Lincoln County Hospital Greetwell Road Lincoln LN2 5QY

Chaplaincy Department Grantham & District Hospital 101 Manthorpe Road Grantham NG31 8DG

Chaplaincy Department Pilgrim Hospital Boston Sibsey Road Boston PE21 9QS

The Hospital would like to thank RNS Publications for publishing this information and the following pages contain some features from services offering their help at this time. Whilst the Hospital is grateful of their support it does not endorse or recommend any of the services that they provide.

STOPPING JUNK MAIL If someone you know has died, we can reduce the amount of unwanted marketing post being sent to them, stopping painful daily reminders. By registering with our free service, the names and addresses of the deceased are removed from mailing lists, stopping most advertising mail within as little as six weeks.

Call: 0333 006 8114 OR

Visit our website: www.stopmail.co.uk bereavement support network stop mail

here to help

Calls are charged at standard landline rates. Calls from mobiles are included in inclusive call packages. © Bereavement Support Network Ltd 2025

Do you need help with

Probate? You may need help, support or advice on what to do when someone dies in relation to probate. It may not always appear obvious if it will be required.

Call: 0333 240 0360 We offer free guidance on the legal and financial aspects of bereavement including your responsibilities and whether probate is required. You may need to establish whether a property is held in joint names or tenants in common, we can perform a simple check at no cost to establish the title deeds. This service is provided by

bereavement support network here to help

Connecting you with managed and D.I.Y. Probate Solutions Calls are charged at standard landline rates. Calls from mobiles are included in inclusive call packages.