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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

The purpose of this policy is to provide clear guidance on how {{org_field_name}} responds to and manages the death of a service user with professionalism, dignity, and sensitivity. The policy ensures compliance with Care Inspectorate Wales (CIW) regulations, legal obligations, and best practice standards, ensuring that service users, families, staff, and external agencies are supported appropriately.

Our objectives are to:

• Ensure service users are treated with dignity and respect in life and death.
• Support staff in handling a service user’s passing with professionalism and sensitivity.
• Notify the appropriate authorities and agencies in line with legal and regulatory requirements.
• Provide bereavement support to families and carers.
• Conduct internal reviews where necessary to improve end-of-life care and service provision.

2. Scope

This policy applies to:

• All service users receiving care from {{org_field_name}}.
• Family members, carers, and legal representatives.
• All employees, including care workers, senior carers, and managers.
• The Registered Manager and Responsible Individual, who ensure compliance with regulations.
• External agencies, including CIW, GPs, district nurses, emergency services, and the coroner’s office if required.

3. Legal and Regulatory Framework

This policy aligns with:

• The Regulation and Inspection of Social Care (Wales) Act 2016, ensuring service users are treated with dignity in death.
• The Social Services and Well-being (Wales) Act 2014, ensuring person-centred care at the end of life.
• The Human Rights Act 1998, protecting dignity and respect in care.
• The Mental Capacity Act 2005, ensuring that decision-making in end-of-life care is in line with the best interests of individuals.
• The Public Health (Control of Disease) Act 1984, covering procedures for reporting deaths to relevant authorities.
• CIW Reporting Requirements, ensuring all deaths in regulated settings are properly recorded and reported.

4. Recognising and Responding to the Death of a Service User

When a service user passes away, {{org_field_name}} follows a structured process to ensure that the death is managed with respect, efficiency, and compliance.

4.1 Immediate Actions Upon Discovering a Death

If a staff member finds a service user deceased, they must:

1. Check for any signs of life in a safe and respectful manner.
2. If unsure whether the service user has passed, call 999 immediately for guidance.
3. If the service user is confirmed deceased, notify emergency services (if required) and the service user’s GP.
4. Contact the next of kin or legal representative, following consent and data protection rules.
5. Follow any advance care plans (ACP) or Do Not Attempt Resuscitation (DNAR) orders documented in the care plan.

How we manage this efficiently:

• All staff receive training on recognising signs of death and following emergency protocols.
• A structured emergency checklist is provided to all care workers.
• Service user care plans include ACP and DNAR documentation for easy access in an emergency.

4.2 Handling Unexpected or Suspicious Deaths

If the death is unexpected, unexplained, or suspicious, staff must:

• Contact emergency services and CIW immediately.
• Preserve the scene and avoid touching anything unless required for safety reasons.
• Report the death to the coroner if advised by emergency services or the GP.
• Complete an internal incident report and cooperate fully with investigations.

How we manage this efficiently:

• All unexpected deaths are reviewed by senior management.
• A safeguarding process is in place to escalate any concerns to the relevant authorities.

5. Notification and Documentation

5.1 Notifying the Appropriate Authorities

The following agencies must be notified, depending on the circumstances of death:

• The service user’s GP, to confirm and certify the death.
• The next of kin/legal representative, in line with consent and confidentiality rules.
• Care Inspectorate Wales (CIW), in line with regulatory requirements.
• The coroner’s office, if the death is unexpected or suspicious.

How we manage this efficiently:

• A structured reporting log is maintained, tracking all required notifications.
• Senior staff ensure that all reports are completed within regulatory timeframes.

5.2 Internal Documentation and Records

After the death of a service user, the following records must be completed:

• Incident report, detailing the time, date, and circumstances of the death.
• Care records updated, including any last observations or interactions.
• Medication records reviewed, ensuring any remaining medication is disposed of correctly.
• Safeguarding records, if concerns arise regarding abuse or neglect.

How we manage this efficiently:

• A dedicated death reporting template ensures consistency in documentation.
• All staff receive training on completing records sensitively and accurately.

6. Supporting Families and Carers

The death of a loved one is a difficult experience. {{org_field_name}} is committed to offering:

• Immediate emotional support to family members during notification.
• Signposting to bereavement counselling and support services.
• A follow-up call within a week of the death, offering further assistance if needed.
• A condolence letter or message, if appropriate and agreed upon by the family.

How we manage this efficiently:

• A bereavement support guide is available for families and staff.
• A list of local bereavement support services is maintained for referrals.

7. Managing the Impact on Staff and Service Users

7.1 Supporting Care Staff

• Staff involved in a service user’s death must be offered emotional support.
• Supervision sessions provide opportunities for staff to discuss concerns.
• Critical Incident Debriefs are offered if the death was distressing or unexpected.

7.2 Supporting Other Service Users

• Other service users who were close to the deceased are supported sensitively.
• Group discussions or one-to-one support sessions are offered if needed.

How we manage this efficiently:

• A staff well-being programme provides emotional support.
• A senior care worker is designated as a bereavement liaison.

8. Reviewing and Learning from Deaths

8.1 Internal Review Process

Following a service user’s death, {{org_field_name}} conducts:

• A review meeting to identify any improvements in end-of-life care.
• A risk assessment to determine if additional safeguards are needed.
• A CIW compliance check, ensuring all regulatory steps were followed.

8.2 Quality Improvement Actions

• Findings from reviews are used to improve care plans, staff training, and procedures.
• Lessons learned are shared (while maintaining confidentiality) to enhance service quality.

How we manage this efficiently:

• A mortality review committee examines trends and best practices.
• Ongoing training ensures continuous improvement in end-of-life care.

9. Related Policies

This policy aligns with:

• End-of-Life and Palliative Care Policy (DCW42).
• Safeguarding Adults Policy (DCW13).
• Mental Capacity and DNAR Policy (DCW39).
• Risk Management and Assessment Policy (DCW18).

10. Policy Review

This policy will be reviewed annually or sooner if required due to legislative changes, business needs, or CIW updates. The Registered Manager and Responsible Individual are responsible for ensuring compliance.

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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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