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CAPC Palliative Care Discussion Forum
General Operational Topics

In Reply To: Bereavement/customer satisfaction
Next Reply: Re:Re:Bereavement/customer satisfaction
Next Message: Re:Bereavement/customer satisfaction

Post Re:Bereavement/customer satisfaction
Author: dianeemeier [CAPC Faculty]
Date: Mar 31, 2009 10:33 pm
Hi- we tried working with volunteers for bereavement calls but found that the families needed to talk- many were upset and traumatized and it was not appropriate to put a volunteer in that position. We had to stop that initiative. Now we send each family a card signed by everyone on the team involved in their loved ones care; invite all to a memorial service 2ce per year; and provide our contact information (with the mailed card) for folks who would like a bereavement group or counselling referral. An alternative or addition is to call a random sample of your discharges- say 10%- using a validated instrument such as the FamCare, or Joan Teno's satisfaction survey (available on the Brown website). capc website also has a number of satisfaction instruments under tools/measurement http://www.capc.org/tools-for-palliative-care-programs/measurement/

Diane E. Meier, MD, FACP
Director, Center to Advance Palliative Care
Director, Hertzberg Palliative Care Institute
Professor, Geriatrics and Internal Medicine
Mount Sinai School of Medicine
New York, NY
Replies: order by [Date] [Author] [Subject]
Re:Re:Bereavement/customer satisfaction (by SharolHerr on 04/01/2009)
Developing a relationship with the community hospice can also be a wonderful link for bereavement support. Our acute palliative care service and hospitals can tap into the bereavment counseling and care as needed but especially for the high risk bereaved. Deaths in our hospitals are attended by chaplains for decedent care and all families are given a grief booklet that includes bereavment resources. This is a tool that families can look at once things are settled and see what support is available. It is not uncommon for post hospital disatisfaction to be related to complicated grief. When processing the complaint we are able to integrate the bereavement and grief pieces into the care of the family. Sharol Herr, RN, MSEd, CHPN; Nurse Clinician/Education Coordinator; Mount Carmel Health Palliative Care Leadership Center; Columbus, Ohio.

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