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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Death of a Service User Policy

1. Purpose and Scope

The purpose of this Death of a Service User Policy is to provide clear guidance on the procedures to be followed when a service user under the care of {{org_field_name}} passes away. This policy ensures that the process is handled with compassion, dignity, and professionalism while adhering to legal and regulatory requirements.

This policy applies to all employees, including care workers, managers, and administrative staff, involved in the provision of domiciliary care services. It covers all aspects of the process, including identifying death, notifying appropriate authorities, supporting families, documenting the event, and ensuring the well-being of staff members.

2. Policy Statement

{{org_field_name}} is committed to:

• Ensuring that the death of a service user is managed with dignity and respect.
• Providing timely notifications to relevant authorities, including the Care Quality Commission (CQC).
• Supporting families and carers during a difficult time.
• Maintaining accurate records and ensuring compliance with regulatory requirements.
• Offering emotional support to staff members involved.

We believe that a compassionate and structured approach to managing a service user’s death reflects the quality of care and respect we uphold.

3. Legal and Regulatory Framework

This policy aligns with the following legislation and guidelines:

• Care Quality Commission (Registration) Regulations 2009 (Regulation 16)
• Health and Social Care Act 2008
• Mental Capacity Act 2005
• Data Protection Act 2018 (GDPR)
• Care Act 2014
• CQC Fundamental Standards

Compliance with these regulations ensures that our organisation maintains accountability and upholds the rights and dignity of service users and their families.

4. Recognising and Verifying Death

In the event of a service user’s death, the following steps must be taken:

• Recognition: Care staff should identify signs of death, such as the absence of breathing, heartbeat, and response to stimuli.
• Verification: Only a qualified healthcare professional, such as a GP or paramedic, can formally verify death. Care staff must not attempt to verify death but should call emergency services immediately if the death is unexpected.
• Palliative Care: For service users receiving end-of-life care, care staff should follow the established care plan and notify the healthcare provider overseeing the service user’s care.

5. Immediate Actions Following Death

Upon discovering a death, care staff must:

1. Ensure the environment is safe and respectful.
2. Contact emergency services if the death was unexpected.
3. Notify the Registered Manager or on-call supervisor immediately.
4. Provide comfort and support to family members present.
5. Avoid removing any items from the room until authorities arrive.

For expected deaths under palliative care, staff should follow the care plan and inform the GP, hospice team, or community nurse as outlined in the service user’s end-of-life plan.

6. Notification of Death

CQC requires domiciliary care providers to notify them of a service user’s death. The notification process includes:

• Internal Notification: Care staff must inform the Registered Manager immediately.
• External Notification: The Registered Manager must notify CQC through the Provider Portal within 24 hours of the death.
• Family Notification: Families or next of kin must be informed promptly and sensitively.
• Healthcare Provider Notification: GPs and other healthcare professionals involved in the service user’s care must be informed.

7. Supporting Families and Carers

Our company is committed to supporting families and carers during this difficult time by:

• Offering emotional support and signposting to bereavement services.
• Providing clear information about the next steps, including contacting the GP and funeral services.
• Respecting cultural and religious preferences regarding post-death care.
• Handling personal belongings with sensitivity and ensuring their secure return to the family.

8. Documentation and Record-Keeping

Accurate documentation ensures accountability and compliance. Staff must:

• Record the date, time, and circumstances of the death in the service user’s care notes.
• Complete an incident report and submit it to the Registered Manager.
• Maintain confidentiality and ensure records are securely stored in accordance with GDPR requirements.

9. Safeguarding and Unexpected Deaths

If the death is unexpected or suspicious, staff must:

• Contact emergency services immediately.
• Preserve the scene until authorities arrive.
• Notify the Registered Manager and local safeguarding team.
• Avoid making assumptions about the cause of death.

The company will cooperate fully with any investigations conducted by the police, coroner, or safeguarding authorities.

10. Emotional Support for Staff

The death of a service user can be emotionally challenging for care staff. Our company provides support through:

• Access to counselling services and employee assistance programmes.
• Debriefing sessions with line managers or supervisors.
• Encouraging open discussions about emotional well-being.

Staff are encouraged to seek support and report any difficulties they experience following a service user’s death.

11. Handling Personal Belongings

Care staff must handle the deceased’s personal belongings with sensitivity and respect. Procedures include:

• Creating an inventory of items in the service user’s home.
• Returning belongings to the next of kin or designated representative.
• Documenting the transfer of items and obtaining a signed receipt.

12. End-of-Life and Advance Care Planning

To ensure that care aligns with service users’ wishes, advance care planning is essential. This includes:

• Discussing end-of-life preferences during care plan development.
• Recording preferences regarding resuscitation (e.g., DNACPR orders).
• Ensuring care staff are aware of and respect these preferences.

13. Quality Assurance and Continuous Improvement

We maintain high standards by:

• Conducting regular audits of death-related documentation and notifications.
• Reviewing incidents and identifying areas for improvement.
• Providing refresher training on end-of-life care and death management.

Lessons learned from incidents are shared with staff to promote continuous improvement.

14. Communication and Stakeholder Engagement

Effective communication ensures stakeholders remain informed and involved. This includes:

• Informing healthcare providers, such as GPs and palliative care teams.
• Updating families and carers throughout the process.
• Collaborating with external agencies, including coroners and safeguarding teams.

15. Complaints and Concerns

If families, carers, or staff have concerns about how a service user’s death was managed, they can:

• Raise concerns with the Registered Manager.
• Submit a formal complaint following the company’s complaints procedure.
• Escalate concerns to CQC if the issue remains unresolved.

16. Data Protection and Confidentiality

All personal information related to the death of a service user is handled in accordance with GDPR. This includes:

• Secure storage of care notes, incident reports, and notifications.
• Restricted access to authorised personnel only.
• Safe disposal of records after the retention period expires.

17. Training and Competency

All staff receive comprehensive training on managing the death of a service user, including:

• Recognising and responding to death.
• Communicating with families and healthcare providers.
• Completing documentation and notifications.
• Providing emotional support to colleagues and families.

Training is refreshed annually, and staff competency is regularly assessed.

18. Policy Review and Updates

This policy is reviewed annually or sooner if legislative changes or incident trends indicate the need for updates. Any changes are communicated to staff, and additional training is provided if necessary.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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