Background Getting communications to family members/carers right post a bereavement is important. At St Clare Hospice, it was recognised that there were inconsistencies in communication processes. A cross-organisational project team implemented a new co-ordinated communications strategy. The team included Fundraising, Patient & Family Support, Marketing & Communications and the Quality & Governance Lead.

Aims

• To improve the experience of families/carers after a death; normalise the grieving process, and widely communicate the hospice bereavement services.

• To combat loneliness, feelings of isolation and unsurety about where to turn.

• To ensure the secure collation and processing of family/carer data.

• To provide a seamless journey from a person’s experience of end of life care, through their own bereavement support, and on to a longer term relationship with the hospice as a supporter.

Methods

• Project team meeting regularly.

• The transfer of family/carer data to a database (Raiser’s Edge) to achieve fully rounded and secure records of all communications to bereaved people.

• Audit undertaken to determine the best time to send bereavement information.

• Creating a Post Bereavement Journey Communications Planner – including bereavement services information, and appropriate in-memory fundraising.

Results

• Introduction of a robust process to transfer family/carer data from SystmOne to Raiser’s Edge.

• New handwritten condolence cards – mailed out within a week of a death.

• Creation of a ‘Guidance and support after a death’ booklet.

• 4 and 16 weeks bereavement packs.

• Living with Grief workshop and remembrance service.

Conclusion The Bereavement Journey Project has been received well within the hospice and by family/carers. An audit is planned to review feedback on this project. Family/carers will be invited to Bereavement Connection days so they engage with the hospice on long term supportive plans.