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Information to Help You

When Someone Dies

About Rowans Hospice

At Rowans Hospice, we are dedicated to improving the lives of people living with a life-limiting and progressive illness in Portsmouth and South East Hampshire. We support patients, families and carers from diagnosis through to bereavement.

The first few weeks of bereavement can be a particularly difficult time with many practical matters to attend to. Our philosophy at Rowans Hospice is to care for our patients, their families and all who are close to them. Therefore, we wish to extend our support to you during bereavement.

This information booklet is divided into two parts; part one provides practical information on what to do immediately following a death, and part two provides some guidance on managing your grief. In addition, we have included a section with contact details for other organisations that offer support and guidance.

If you require this booklet in a different language, larger font or to be sent via email, please let a member of the nursing team know.

Contact Details

Palliative Care Support Hub

Living Well Services

Bereavement Service

Hospice at Home

023 9225 0001 (option 1)

023 9224 8011

023 9223 8537

023 9223 8542

After 13:00 please call 07818 557370

Part 1 - Practical Information

In addition to managing the various emotions you may experience during your loss, there are a number of practical activities that may be required, including; notifying friends/family and the authorities about the death; making arrangements for the funeral; sorting out various benefits and making decisions about personal effects. We hope you find the following information booklet of some help.

Process for completing the Medical Certificate of Cause of Death at Rowans Hospice

Before a death can be registered, the Doctors will need to complete a Medical Certificate of Cause of Death. The first step is for the Doctor to discuss the case with the Medical Examiner’s Office. The Medical Examiner (ME) is a Consultant based at the hospital who can provide an independent review of each case. Once the Doctor and the ME have agreed the cause of death, the Doctor will complete the medical certificate for cause of death (MCCD). This usually takes place within one to three working days, but can be up to five working days, especially if a death happens over the weekend. If the individual died at the Rowans Hospice, please give at least five working days before calling the Palliative Care Support Hub to chase the MCCD.

The ME will call the Next of Kin (NOK) to talk through the care the deceased received and to give the NOK a chance to discuss any concerns. They will normally attempt to call you three times but if they are unable to get hold of you, the MCCD can still be processed.

Once the cause of death has been accepted and MCCD completed, the Medical Examiner will email this directly to the Hampshire Registrars.

In some circumstances, there is a referral to the Coroner instead of, or in addition to, the ME discussion. Often the Coroner will allow the Rowans Doctors to proceed straight away. However, sometimes the Coroner will want to investigate further and they will then take on the responsibility of completing the MCCD. This can lead to delays in issuing the MCCD. The length of the delay depends on their investigation, and this can be very variable (see page 7 for more details about a Coroner’s involvement).

If the deceased is referred to the Coroner, the Coroner’s Office will liaise with you to keep you up to date with their progress.

Collecting the Medical Certificate of Cause of Death

If someone dies in the Hospice, the nurses will discuss with you how to make an appointment to register the death. The nurses will collect the personal belongings for you, unless you would rather do this yourself, and return them to you. The Medical Certificate of Cause of Death will be sent electronically, directly to the Registrar. To collect the Certificate, please call the Registry Office to arrange an appointment, please see page 9 for contact details. Please allow up to five working days for the MCCD to become available.

If the death occurs at home or in the community

If someone dies at home, and the Hospice at Home team have been involved, they need to be informed and will arrange to visit. They can be contacted day and night via the mobile telephone number at the front of this booklet. The team may be able to verify the death, providing the GP has given permission. The Hospice at Home team will be able to give you advice regarding this.

If Verification of Death has not been authorised, it will be necessary to contact the GP of the deceased person or the Out of Hours GP, depending on the day and time. It is not necessary to call an ambulance if the death is expected. The GP will complete the MCCD which will be sent electronically directly to the Registrar. To collect the certificate, please see details above.

After the death has been verified by a professional, you can telephone a Funeral Director or a religious leader. They will take the body into their care at your request. If you prefer to keep the body at home, for cultural or personal reasons until the funeral, they will be able to advise you about this.

Next of kin

There is no legal definition of ‘next of kin’. Whilst living, you may appoint anyone you choose as your next of kin, but in practice there may be difficulties in having a partner accepted as next of kin. After death, only provision made for partners in a Will is recognised, otherwise all rights pass to the closest blood relative. More information is available from www.gov.uk or speak to one of the medical nursing team.

Choosing a Funeral Director

It is important to contact a Funeral Director as soon as possible so they can start making the arrangements on your behalf.

If the death occurred at Rowans Hospice, this transfer will be arranged by the nursing staff. They therefore need to be aware of your choice of Funeral Director as soon as possible.

Arranging the Funeral

The Funeral Director will make arrangements according to your wishes. If you need any further help, please contact a member of the Hospice team. The Hospice staff will also need to know whether the deceased is to be buried or cremated, so they can arrange for the necessary forms to be completed. If the deceased has left instructions about his/her wishes, these may help you at this time. The Funeral Director needs to be informed of any special requests. If you wish to see the deceased at the Funeral Directors, you will need to contact them directly to make an appointment.

Financial Help

If you have responsibility for arranging the funeral and are worried about the cost, you may be eligible to apply for limited financial help from the Social Fund through the Benefits Agency. The Social Fund may be able to contribute towards the cost of a simple funeral, providing you are in receipt of a qualifying benefit. Help from the Social Fund should be claimed within three months of the date of the funeral on Form SF200 (obtainable from the Benefits Agency). The Funeral Director will be able to assist you with such an application and may be able to give other advice with regard to the funeral costs. If you need further assistance, a Rowans Hospice Social Worker may be able to help you. Please let the nursing team know if you would like to discuss this.

The Benefits Agency produces a helpful guide “What to do after a Death” which is available from the nursing team, or the local Benefits Agency office. This explains the practical and financial aspects in more detail. The information can also be accessed online at: www.gov.uk/when-someone-dies.

What happens if the Coroner is involved?

In some circumstances the death may have to be referred to the Coroner by law. A Medical Certificate of Cause of Death cannot be issued if a referral has been made to the Coroner. If the death occurred at home or in the community, Hospice at Home may call a GP to verify if this is the case (only if the death may have involved an industrial disease).

These circumstances include:

• If the death was sudden or unexplained

• If the person had a fall/bone fracture

• If the person was involved in an accident

• If the death may have involved an industrial disease

Referrals to the Coroner are infrequent and should not be a cause for concern, although it may delay the issuing of the Medical Certificate of Cause of Death. The team will talk you through why the referral has been made and will explain the process.

Registering the Death

All deaths must be registered with a Registrar of Births, Deaths & Marriages in the area where the death occurred. Hampshire is one district and Portsmouth is another.

If the death occurred at Rowans Hospice, this falls under the Hampshire district and not Portsmouth City. Whilst it is technically possible to register via a Portsmouth City Registrar, it will add unnecessary delays and we encourage you to use the Hampshire number.

They will ask you to confirm certain details about the deceased, as laid out in this booklet. The appointment will take approximately 30 minutes.

Hampshire Registry Office can be contacted on 0300 555 1392, or please see www.hants.gov.uk/birthsdeathsandceremonies/registrationservices/ deaths

Deaths must be registered within five days unless a Coroner is investigating the circumstances of the death, or the Registrar has been notified that there will be a delay in registration. Although we make every effort to ensure that the MCCD is completed within the five days for deaths that occurs at the Rowans Hospice, sometimes delays occur which might mean that registering the death within five days is unachievable. Please be aware that there is no penalty if this is unachievable.

Where Should You Register?

You should register a death with the Registrar of Births, Deaths & Marriages for the district where the person died (contact details below).

Fareham 0300 555 1392 fareham.registrars@hants.gov.uk

Gosport 0300 555 1392 fareham.registrars@hants.gov.uk

Havant 0300 555 1392 fareham.registrars@hants.gov.uk

Portsmouth 023 9275 6597 registrars@portsmouthcc.gov.uk

Winchester 0300 555 1392 winchester.registrars@hants.gov.uk

Petersfield 0300 555 1392 petersfield.registrars@hants.gov.uk

Making an appointment with the Registrar

All Hampshire Registration Offices operate an appointment system and you will need to contact the relevant Register Office to make an appointment. You are able to book an online appointment for Hampshire (not Portsmouth) via www.hants.gov.uk/birthsdeathsandceremonies

If you live outside Hampshire and do not wish to travel to one of these offices, then the registration may be made at any other registration office in England and Wales by ‘declaration’. In this case, the papers that allow you to arrange the burial or cremation and the Death Certificate will not be issued immediately but sent to you within a few days.

What happens when I talk to the Registrar?

The Registrar will meet you in private to ask questions about the person who has died and record the details. You will be asked to check the information recorded very carefully and to signify that it is correct. It is important that the information recorded is accurate, as the correction of errors discovered after the register has been signed may cause delay and inconvenience. If you have the deceased’s medical card, it can be handed to the Registrar.

What will the Registrar need to know about the person who has died?

• Their full name, including maiden name (where appropriate) and any other names used

• Home address

• Date and place of birth

• Date and place of death

• Their occupation

• If the person who has died was married or had formed a Civil Partnership, the full names, occupation and date of birth of the widow, widower or surviving civil partner

You will also be asked for the NHS number of the deceased and whether they had a pension from government funds - their Birth Certificate (and Marriage or Civil Partnership Certificate if they had one) may help you to provide this information.

The Registrar will also ask you for the contact details of;

• Next of kin to the deceased

• The person dealing with their estate (affairs)

You must obtain the agreement of the persons listed above if you are going to provide information about them.

What will I be given?

A Death Certificate that allows you to make arrangements for either the burial or cremation. If the Coroner is involved, they will issue the authority for cremation. It is useful to have extra copies of the Death Certificate as photocopies may be unacceptable to banks, insurance companies, etc. Additional copies can be obtained for a fee.

A certificate (called a BD8 Form) to take to the local Benefits Agency office, if the deceased was receiving a state pension. (The Registrar will supply a stamped addressed envelope or advise where to send the pension book).

Application for Probate

Probate is the official approval of a Will so that the wishes of the deceased can be implemented. If you are taking responsibility for the affairs of the person who has died, you will need to know if a Will has been made. If you are unsure about this, the Solicitor or Bank of the deceased person may be able to help you.

If there is a Will, the named executor in the Will or a Solicitor can apply to the Probate Registry to approve the Will and carry out the instructions.

The address of the Probate Registry is: 1st Floor

Southside Offices

The Law Courts

Winchester SO23 9EL

Telephone: 01962 814 100

Email: WinchesterDPRenquiries@justice.gov.uk

Probate Helpline: 0300 303 0648

If there is no Will, the nearest relative should apply to the Probate Registry for a Grant of Administration which gives permission to pay bills and deal with the estate. If you need further help with this, you should consult a Solicitor. The Citizens Advice Bureau may also be able to help you. A list of other people and offices you may wish to notify can be found on page 13 of this booklet.

‘Tell Us Once’ Service

For deaths registered in Hampshire (not Portsmouth) the ‘Tell Us Once’ service should be offered at the time of all death registration appointments. The information taken as part of the Tell Us Once service is passed to the organisations who need to know when someone dies, such as HM Revenue and Customs (HMRC) and the Driver and Vehicle Licensing Agency (DVLA).

Once the death has been registered, there are a number of ways you can use the service:

• In person - At the end of your registration appointment, the Registrar should ask you if you would like to use the Tell Us Once service

• By telephone - Once you have registered the death you can speak to a Tell Us Once advisor by phoning the Department for Work and Pensions (DWP), on 0800 085 7308. You will need a reference number which the Registrar will give.

• Online - www.gov.uk/after-a-death/organisations-you-need-tocontact-and- tell-us-once

Lines are open Monday to Friday, 08:00 to 20:00. The number is free to call from a BT landline, but other providers, including mobile phone providers, may charge you. If you decide to use the telephone service, once the death has been registered, the Registrar will give you a reference number (and DWP telephone number) which you will need to quote.

Information you will need to use the ‘Tell Us Once’ service

To make sure the service has the right information to give the organisations they contact for you, you may be asked to provide the following documents or information (where relevant) about the person who has died:

• National Insurance number and date of birth

• Details of any central or local government benefits they were receiving

• Driving licence or passport number

• Blue Badge (disabled person’s parking badge)

• Library card

If you cannot find all of the information, don’t worry – you can still use the service for the benefits/services you have information about.

People you may wish to notify

Domestic & Personal

Social groups

Council offices

Gas/electricity/water

Rental companies

Telephone company

Vehicle licensing

Employer/pension

Dept. for Work & Pensions

Inland Revenue

Trade Union

Clubs/associations

Dentists

Newspaper/milkman

Royal Mail deliveries

TV licence

Children’s School

Employer

Social Security Office

Bank/Building Society

Insurance companies

Credit card companies

Solicitors

Items that may need returning

Driving licence

Library card

National Insurance card

NHS equipment on loan

Disabled parking permit

Season ticket/s

Passport

Pension/benefit books

• If you are the next of kin (closest relative by blood or marriage to the deceased) your entitlement to benefits may change so please have your National Insurance number available when you use the ‘Tell Us Once’ service.

• If you are not the next of kin, or the person who is dealing with the estate of the deceased, you can still use the service if you have the authority to act on their behalf.

• N.B. An ex-wife/ex-husband does NOT qualify as a ‘relative of the deceased’.

• Please remember; it is your responsibility to make sure all organisations paying any form of benefits to the deceased have correct and up-todate information.

In Remembrance

You will have your own special ways for remembering someone who has died. There are a number of ways that Rowans Hospice remembers those that we have had the privilege to care for. Information about these events can be found on our website and we invite and encourage you to join us at any of these remembrance events.

One of the questions we get asked by bereaved relatives and friends is whether they can spread the ashes of their loved ones in the Hospice grounds. Sadly we are not able to offer this due to environmental concerns. However, we appreciate how for some an enduring connection with the Hospice is important, and this connection is important to us too.

Do remember that the name of the deceased is put in our Book of Memories and this is held in the Hospice quiet space. You are invited to visit at any time and sit quietly in that space if you would find that helpful. The Book of Memories is updated every 2 months.

Gifts in lieu of flowers

Some families choose to ask for donations to Rowans Hospice instead of funeral flowers. You are under no obligation to do this, but should you choose to, we would be most grateful. We will write to the next of kin to confirm the total amount received.

If you would prefer to have funeral flowers, please consider donating them to the Hospice afterwards, where they will be used around the Ward, in patient rooms and in public areas. The Funeral Directors can arrange this on your behalf. Should you choose to specifically designate the Hospice to receive gifts in memory, or in lieu of flowers, you may wish to include a notice of this in any announcements provided to the newspaper or online.

Gifts in Memory

A donation to the Rowans Hospice is a very special way to remember someone and is a gift that will make a lasting difference to the lives of others. Gifts to Rowans Hospice are used to help all our patients with lifelimiting illnesses, their family and carers. They ensure that our services remain free to all, for future generations.

It is our aim to maintain a homely environment at Rowans Hospice and we hope you will understand that we are therefore unable to accept gifts which display plaques.

Much Loved

A free online memorial service www.muchloved.com may help you to express your feelings about your loved one in words, pictures, music and even video. It can also help all those affected by the loss to come together, sharing memories and supporting each other.

Our Annual Memorial Events

We hold Memorial Events throughout each year and invite you to join us. To view information about upcoming events visit www.rowanshospice.co.uk/events

What should I do about borrowed equipment?

If you have any returnable equipment on loan that you would like collecting, please telephone using the numbers below:

• Rowans Hospice’s equipment i.e. wheelchairs, four wheeled walkers, please contact the Physio Team on 023 9223 7140 who will organise collection.

NHS loaned equipment (hospital bed, mattress, over the bed table, toileting equipment, etc) is returned to your local community equipment stores;

• All NHS loaned equipment will have a sticker on which will have the details on who to return it to

• To return any Hospice at Home equipment, please contact the team.

Should you have any queries or concerns about the return of equipment, please contact the Rowans Hospice on 023 9225 0001 who will be happy to assist.

What should I do about personal belongings?

When someone close to you dies, it can be difficult to know what to do with personal belongings. We all respond differently when faced with doing this, and therefore we will all be able to do this at a different time after the death. There can be a variety of reasons for needing to sort through someone’s belongings, (for example moving house, organising bequests etc), and this can influence the time when you start to sort things out.

Organising things that once belonged to that person is a huge step in acknowledging their death. Some people feel that it is disrespectful or disloyal to dispose of personal belongings or that it in some way diminishes them, but this is not the case. The person will always be important in your life, whether they are here or not, and you do not need to feel guilty about disposing of belongings that you do not want or cannot keep.

However, before you do dispose of belongings, you might want to consider the following:

• Are there some things you would like to keep, perhaps forever; a piece of jewellery or a special item of clothing?

• Are there items that other family members might want?

• Is there someone that can help and support you whilst you sort through belongings, or would you rather do it alone?

• You don’t have to dispose of everything at once, perhaps you want to do it in stages.

• It is OK to dispose of belongings, and it is OK to hang onto belongings, do what feels right for you.

When you do feel ready to let go of the belongings, you may wish to consider donating them to one of the Charity’s Retail shops for resale. You will then, at least, be assured that those belongings will ultimately benefit others.

Our Rowans Hospice Retail shops are located at:

Bishops Waltham Fratton Petersfield Emporium

Cosham Emporium

Gosport Emporium Southsea Emporium

Cosham Traditional Havant Stubbington

Cowplain

Hayling Island Wickham

Emsworth Lee-on-the-Solent

Fareham Park Gate

In addition, we also offer a furniture collection service.

Please call 023 9238 3611 for more information or to arrange a collection.

Donations are also accepted at our warehouse which is located at:

6a Marshlands Road

Farlington PO6 1ST

Part 2 - Managing your grief

Bereavement

Bereavement describes the loss that we experience when a significant person in our life dies. Grief is the reaction we have to the loss. There is no one way to grieve and no right or wrong way to express your grief. However, there are some common responses. Grief is the way we adjust to the loss, and for some it can be a lengthy, difficult and painful adjustment. In time the grief eases and gradually becomes more bearable and we can begin to enjoy our lives again.

What are some of the common responses?

• Physical symptoms may include lack of energy, sleep disturbance, appetite disturbance, headaches, digestive problems, palpitations.

• Thoughts may include disbelief, confusion, pre-occupation with the deceased, negative thinking. Sometimes you may feel you momentarily hear or see the person.

• Behavioural changes may include ritualised behaviours, seeking the deceased, working in ‘overdrive’, wandering, helping others, becoming irritable, crying, withdrawing, sighing.

• Feelings may include shock, anxiety, fear, guilt, sadness, numbness, yearning, helplessness and hopelessness, relief, anger and emancipation.

Many of these reactions can be overwhelming and frightening, but they are quite normal and in time will moderate. The time this takes can vary from person to person, it may take several months or several years.

How can you help yourself?

Be gentle with yourself and give yourself permission to be disorganised or slower than you usually are. Try and take care of your physical health by eating a healthy diet and taking a little regular exercise, and avoid increasing your normal alcohol intake. Sleep can often be difficult and it takes time to adjust, but where possible it is best to avoid sleep medications.

Try to accept and share your feelings. Where possible, find someone you can trust who will listen to your feelings without trying to judge them or give you unwarranted advice. It can be useful to write down your feelings, especially before you go to bed. Try to make a note of all the successes you make each day, however small they may seem.

Don’t be afraid to go out and socialise, it is normal and healthy to want to be with other people. When someone dies, our self esteem and confidence can take a knock. Try not to rush into making any major decisions. Take things slowly and wait at least six months before making life-changing decisions.

There is also no rush to get rid of clothing or other belongings of the deceased, do it in your time when you are ready. Maintaining bonds with the dead person is healthy and important. Recall happy memories by looking at photographs or perhaps putting some favourite belongings together in a memory box. Make anniversaries special. Although these ways of remembering can be painful, they are also very therapeutic.

What can make grief more difficult?

Sometimes it can be difficult to allow grieving to take place, which may prolong the process. Reasons for this may include:

• Difficulty in accepting the loss

• Lack of practical, social or spiritual support

• Marital or family problems

• Mixed feelings about the person who has died

• Difficulty in expressing feelings

• Financial problems

• Regret over unfinished business

• Constant low mood

What can you do if you feel you are really not coping with your grief?

You may find yourself experiencing a range of thoughts, emotions and behaviours related to your grief. Some of these experiences can be confusing or frightening but they are natural and usually their intensity lessens as time goes by.

Sometimes, however, the process seems more painful than you can cope with. You may benefit from more support than family and friends are able to provide and might like to make use of one or more of the range of options open to you.

• Visit Rowans Living Well Services (open Monday - Friday, 09:0016:00), drop-in for a coffee, chat, and sign-posting to support groups and one-to-one support. Please call the team on 023 9224 8011 if you would like to more information about the Centre or visit our website.

• You may prefer to talk with your Minister, Priest or Spiritual Advisor, who regularly meet with people in your situation. Alternatively, there are various local self-help and voluntary organisations to help bereaved people. There is a list on page 23 within this booklet.

• Your GP may also be able to offer support or refer you to a more specialist kind of service if you both agree that it is appropriate.

• For further information about the types of support available through the Rowans Hospice, please contact the Bereavement team on 023 9223 8537.

Supporting Children

Supporting children through bereavement is not easy, particularly when you are also grieving. Wanting to protect children, and knowing the ‘right’ thing to say, can feel impossible at times. All children are different, and their responses to a death of someone special to them will vary depending on their age and experiences. With support from family and friends, most children will manage to cope with their loss.

Young children are likely to have little understanding of death and its permanence. A 4-year old may be able to tell someone exactly when and how someone died but later that same day might then ask, ‘will Mummy be home for tea tomorrow?’ or say ‘I hope Daddy will be back for my birthday.’

Children may appear to ‘dip in and out’ of their sadness. At one moment they can be openly tearful and then, ten minutes later they are asking to go out and play, their previous distress seemingly forgotten. Whilst this may be difficult to see, it is a normal reaction and it does not mean they do not care.

Children need information, reassurance and involvement. It can be more frightening for children if they are not clear about what is happening. They can become confused, anxious or unable to ask any questions. Using simple, straightforward words like ‘dead’ and ‘dying’ can help a child’s understanding. Other language such as ‘gone to sleep’ and ‘lost’ can be confusing for children as this can lead them to believe that a person who has died will wake up or will be found.

It can be helpful for children to see that their family is also grieving. It is really hard for an adult to ‘stay strong’ all the time for their children. Sometimes, sharing your sadness can validate a child’s feelings and reassure them that it is okay to cry. At the same time, children just need to know that you are still able to look after them.

If you do have any questions or concerns then please contact the Hospice’s Meerkat Service on 023 9225 0001 and we will be more than happy to help.

There is a booklet which has been created by the Meerkat Service, ‘The Small Book of Big Conversations’, which offers guidance around supporting children and young people who have been bereaved. This booklet also includes details of websites for both children and adults to access and some suggested book titles, which can help facilitate conversations between you and your child, or can simply bring some comfort and reassurance. This booklet is available to download via the Rowans Hospice website: www.rowanshospice.co.uk/child-bereavementsupport

If you would like a hard copy, please ask a member of staff.

Finally, please be kind to yourself as well. You can only meet your child’s needs if there is support for you too. Remember, there is no such thing as a perfect, “superhuman” parent!

Part 3 - Useful Information

Contacts which may be able to provide support and guidance;

Cruse Bereavement Care (www.cruse.org.uk):

Individual counselling and local social events

Tel: 0808 808 1677

Help in Bereavement (www.help-in-bereavement.org.uk):

Visiting service in the Portsmouth area

Tel: 07432 602 613

Off The Record (www.otr-south.org.uk):

Confidential Counselling for Young People

Tel: 023 9247 4724

Email: enquiries@otr-south.org.uk

Samaritans (www.samaritans.org):

Tel: 116 123 - this number is free to call

Email: jo@samaritans.org

Bereavement Advice Centre (www.bereavementadvice.org):

A national organisation providing practical advice from registering a death to probate.

Tel: 0800 634 9494

Email: info@bereavementadvice.org

Compassionate Friends (www.tcf.org.uk):

Self Help Organisation for Bereaved Parents

Tel: 0345 123 2304

Email: helpline@tcf.org.uk

Child Death Helpline (www.childdeathhelpline.org.uk):

Tel: 0800 282 986 (Freephone)

Gov.uk (www.gov.uk)

Citizens Advice Bureau (www.citizenadvice.org.uk)

Valuing your views

The Trustees and staff at Rowans Hospice aim to provide a service to patients, families and carers that is suitable and appropriate to their needs.

Hearing about your experience of the service is essential to our understanding and to this end we aim to send out a questionnaire to the next of kin/main carer for whom we have contact details. This will be around 6 months following the death of your loved one/family member/ friend. We will use your contact details to do this and will contact you via text, email or post. If you wish to opt out, please contact Jenny Redman (contact details are below).

You are invited to complete an Instant Feedback Form by scanning the QR code below on your phone or tablet or visit www.rowanshospice.co.uk/ contact-us and click on ‘Feedback Form’.

If you haven’t had the opportunity to offer us your views and would like to share your experiences and provide any information on how we can improve or enhance the services, please do so by writing to:

Jenny Redman, Associate Director of Quality

Rowans Hospice

Purbrook Heath Road

Purbrook, Hampshire

PO7 5RU

Alternatively, please call Jenny Redman, Associate Director of Quality on 023 9225 0001, who will be very pleased to receive your call.

Duty of candour

A statutory duty of candour is required by our registration with the Care Quality Commission. This means that people, and where appropriate their families, must be told openly and honestly when unanticipated things happen that cause them serious or moderate harm. If this happens you can expect to be given an apology, an explanation and all necessary practical and emotional support and reassurance about your ongoing care.

The Duty of Candour does not affect your right to complain. You can make a formal complaint if you are not happy with any aspect of your care, even if your concerns are not affected by the Duty of Candour.

Complaints Procedure

To raise a complaint with the Hospice, please email concernscomplaints@rowanshospice.co.uk

The Care Quality Commission (formerly the Healthcare Commission) is responsible for inspecting independent hospitals and hospices. If you wish to obtain a copy of the inspection report, please contact the Care Quality Commission. If you have a complaint about the treatment received, services we offer, or any aspect of the running of the Hospice which is causing you concern, and which has not been dealt with by the registered provider, then please register your complaint with The Local Government Ombudsman:

The Parliamentary and Health Service Ombudsman Millbank Tower

30 Millbank

London SW1P 4QP

Tel: 0345 015 4033

Rowans Hospice is regulated by the Care Quality Commission (CQC). If you are not satisfied with our service provision, you can inform the CQC via the below contact details, and advise them that you have contacted the Parliamentary and Health Service Ombudsman.

CQC National Customer Service Centre

Citygate

Gallowgate

Newcastle upon Tyne NE1 4PA

Tel: 0300 061 6161

Email: enquiries@cqc.org.uk

Website: www.cqc.org.uk

Protecting your Data

As part of the 2016 General Data Protection Regulation, you need to know that:

• We make electronic notes of the information you give us to helps us remember the information accurately and can save time if you are seen in the future or by another healthcare professional. All notes are kept securely at the Hospice and on rare occasions, if they are needed at another location, they will be transported in a secure way.

• We believe that good communication with other healthcare professionals makes us of more help to you. We may sometimes need to share information with other organisations, however we will discuss this with you first.

• We also keep computer records with your contact details, which includes names, addresses and telephone numbers so that we can contact you in the future. If you do not wish to have this information held, please inform a member of staff. Your details are kept on the database for this reason only in line with GDPR.

• Your contact details are not shared with other organisations.

• In order to manage and plan within the NHS, we send some of your information to the NHS providers, Primary Care Groups and the Department of Health. All uses of this anonymised information are strictly controlled.

Whilst always preserving confidentiality, your records can also help us to help you by:

• Assisting with the teaching and training of healthcare professionals (you can choose whether or not to be involved). You will not be identified without your agreement.

• Assisting with health research (you can choose whether or not to be involved). You will not be identified without your agreement.

We would like your consent to, when necessary:

1) view information on the electronic health record

2) share information about you among relevant agencies

NB: In line with an NHS initiative, you will be offered copies of correspondence between healthcare professionals regarding your care. If you have chosen to receive a copy of any letters, there may be some medical terms you may not understand. If in doubt, please contact the person who sent the letter for further clarification.

For any queries regarding Data Protection, please email dpo@rowanshospice.co.uk

Supporting Rowans Hospice

Our dedicated Hospice care is available around the clock either on our In-patient unit, in your own home, or for day visitors at our Living Well Services.

It costs around £10 million each year to provide Hospice care and to ensure the Charity’s buildings and grounds are well maintained, offering a haven of rest and recuperation.

Whilst our care is provided free of charge, we are in fact a Charity. Although we receive a very small level of statutory support from the Government, 78% of our income needs to be generated by legacies, donations, fundraising and our Retail shops.

Through generous donations and fundraising, we continue to provide much needed support to the community and make a difference to so many lives.

Online Tribute Page

Tribute pages are a special way to continue your loved one’s story. A Tribute Page is free to set up on the online memorial platform ‘MuchLoved’. This is a space for you, your family and friends to share your memories, photos, light candles and raise money for Rowans Hospice.

Find out more and how to create your in-memory tributewww.rowanshospice.muchloved.org/

Donations in Lieu of Flowers

Donations in lieu of flowers is a special way of giving in-memory of a loved one. This can be arranged by a funeral director or we can provide you with donation envelopes and collection tins.

Personal Dedication on our Memory Wall

Our Memory Wall is a free online memorial space for you to make a dedication and remember someone that you have lost, whilst celebrating their memory. You also have the opportunity to share your page for others and to make a donation to Rowans Hospice if you wish.

Visit our website to make your dedicationwww.rowanshospice.memorypage.org/memorywall

Legacy Giving – Leave a gift in your Will

Visit our website to make your dedicationwww.rowanshospice.memorypage.org/memorywall

Including Rowans Hospice in your Will is a meaningful way to ensure that we can continue to deliver compassionate, quality care in the future. There are three ways in which you can leave a gift to us:

Residuary Gift - a percentage of the estate; Pecuniary Gift - fixed sum of money; Specific Gift - specific items such as art or jewellery

Residuary Gift - a percentage of the estate; Pecuniary Gift -fixed sum of money; Specific Gift - specific items such as art or jewellery

Request your free Will Guide on our website - www.rowanshospice.co.uk/legacy

Request your free Will Guide on our website - www.rowanshospice.co.uk/ legacy

Request your free Will Guide on our website - www.rowanshospice.co.uk/legacy

Attend our Shining Stars Walk

Our Shining Stars Walk is a 4 or 8 mile sponsored walk around Portsmouth and Southsea taking place in September. Whether you walk in-memory of a loved or simply to support the Hospice, this event is open to everyone.

Our Shining Stars Walk is a 4 or 8 mile sponsored walk around Portsmouth and Southsea taking place in September. Whether you walk in-memory of a loved one or simply to support the Hospice, this event is open to everyone.

Find out more about our walk on our website - www.rowanshospice.co.uk/event/

Find out more about our walk on our website - www.rowanshospice.co.uk/ event/

Find out more about our walk on our website - www.rowanshospice.co.uk/event/

Attend our Lake of Lights event

Lake of Lights in-memory event, taking place at Canoe Lake in Southsea every December.

Remember all those who are special to you and dedicate a candle that will be placed on the lake to create a magical ‘Lake of Lights’ whilst we reflect on memories shared with loved ones who are no longer with us.

Lake of Lights in-memory event, taking place at Canoe Lake in Southsea every December. Remember all those who are special to you and dedicate a candle that will be placed on the lake to create a magical ‘Lake of Lights’ whilst we reflect on memories shared with loved ones who are no longer with us.

Lake of Lights in-memory event, taking place at Canoe Lake in Southsea every December.

Find out more about our walk on our website - www.rowanshospice.co.uk/event/

Find out more about our walk on our websitewww.rowanshospice.co.uk/event/

Rowans Hospice Bereavement Booklet

Printed: September 2025

Review Date: September 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.

Probate Solutions for cars

• Completely Free Service

• Personal Service

• We Come To You

• No MOT? No Problem

• Vehicle Not Taxed? No Problem

• No Insurance? No Problem

• No Log Book (V5)? No Problem

The death of a family member can be a and if you are trying to sell a vehicle that belonged to a deceased family member or friend you currently have limited options.

Auto Matters makes things very simple without you having to leave your home.

The vehicle’s current MOT may have expired or you do not have any insurance for the vehicle so you are unable to drive the vehicle to a garage. You may also have trouble selling the vehicle as the registration document (V5) is still in the deceased person’s name. You may not wish to have private purchasers at your premises at this time. The vehicle may not start/drive or the vehicle could be a long way from your current location.

Our free service helps to overcome all of these problems. We will provide payment to yourself, an executor or a solicitor before we move the vehicle.

You may need help, support or advice on what to do when someone dies in relation to probate.

We offer free guidance and advice on the legal and financial aspects of bereavement including your responsibilities and whether probate is required. Calls are free from most land lines, some calls may be monitored for training purposes and all calls are confidential. This service is provided by the Bereavement

At Rowans Hospice, we are dedicated to improving the lives of people living with life-limiting illnesses and their families and carers in Portsmouth and South East Hampshire.

We offer our services free of charge and free from discrimination thanks to the amazing help and support of people and businesses throughout our community who fundraise, volunteer and donate.

Thank you to everyone who makes outstanding care possible.

Website: www.rowanshospice.co.uk

Email: info@rowanshospice.co.uk

Phone: 023 9225 0001

Last reviewed: March 2025 Version 2

Purbrook Heath Road, Purbrook, Waterlooville, Hampshire, PO7 5RU

Registered Charity Number: 299731