If a patient dies while family members are absent, one hopes the passing
was peaceful.
Yet, one wonders - who pronounced the patient's death and how was this
done? Who called the family and how was the family informed of this on
the telephone? Did somebody greet the family when they came into the hospital?
How were condolences offered and how was the family consoled and counseled?
It would be a mistake to view these as bureaucratic details. How these
issues are addressed may leave lasting impressions on the bereaved. Sadly,
this important and sensitive work is too often relegated to the most junior
clinicians such as interns, who have had little or no training as to how
to do it skillfully (Hallenbeck
1999, Marchand 2004).
Suggestions for telephone notification of death are presented below.
Telephone
Notification of Death
Inquire as to where the person is and whether alone (if driving
while on a cell phone, advise the person to pull over and park).
Identify self, relationship to the deceased (physician on-call),
give brief advanced alert (“I'm sorry I have some bad
news”), and then give the news.
Listen more than you speak; if questions arise, answer them
briefly; for more detailed inquiries, reassure the caller that
these can be answered later.
Do NOT say that the person must come in right away - give
permission to let feelings settle; suggest coming in with a
family member or friend.
Give clear instructions as to where to go and whom to contact
(the caller or charge nurse) when arriving at the hospital.
Finish with an empathetic statement, such as, “This
must be very hard for you. Please let me know if there is anything
else I can do to help.”
