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O-7 Transformation of death and bereavement support processes across children and adult hospice services
  1. Chanelle Wilson,
  2. Louise McKay,
  3. Rachael Marchant,
  4. Michael Irlam and
  5. Emma Hamilton
  1. Havens Hospices, Southend-on-Sea, UK


Introduction Across Havens Hospices services there were 445 deaths in the 2020-2021 year. Around 1.2 bereaved people per death go on to access bereavement information or support pre- COVID-19 (Penny & Relf, 2017), this is expected to rise significantly post- COVID-19. Following a period of organisational transformation (re-location to new adult hospice, re-design of children’s hospice service and COVID-19), the care after death and bereavement process became overly complicated causing significant level of frustration. A review confirmed this view. Process mapping of care after death in the adult in-patient unit demonstrated an onerous process with some duplication and unnecessary blocks to workflows with multiple patient information and internal information between care, fundraising and communications departments.

Aims To review the care after death and bereavement support process to ensure:

  • The bereavement process is person-centred and led by the needs of the bereaved, thus empowering them to access the right support at the right time.

  • Improvement and simplification of the death workflow process.

  • Documentation digitalised to increase efficiency and improve record keeping.


  • Review of best practice guidance.

  • Process-mapping.

  • Feedback, compliments, and complaints.

  • Cross-directorate workstream.

  • Collaborative working with hospice stakeholders.

  • Collation and review of multiple documents in use.

Results Simplified information designed professionally for all newly bereaved people. Improved SystmOne template for death recording. Creation of SystmOne death pack for care team improving record keeping. Bereavement support and fundraising details to more families.

Conclusion Havens Hospices have implemented simplified information for newly bereaved people containing bereavement support, fundraising details and how to provide feedback. A simplified and more efficient care after death process has been developed with an associated SystmOne template. A further project is required to review consistency of bereavement follow-up across adult and children’s services.

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