Cremation is not like burial. Firms are seven times more likely to have legal problems with cremation, and this is precisely why every firm must develop and implement procedures and standards governing cremation.
Currently, cremation is opted more than 50 percent nationwide, creating a great risk in the death care profession when individual firms have neglected to protect themselves. For individual firms, mistakes in cremation procedures can cost sizeable amounts of money. And the mistakes are typically irreversible.
By developing and constantly following standards and procedures for cremation, firms can protect their reputation, profits and ability to stay in business. The following procedures are recommended for protection, and the standards will elevate the firms using them – both by reputation and market share.
THE FIRST CALL
Inform the family of what your firm will be doing.
This is the first contact with the family. And it’s important to let the family know what you will be doing and that you specialize in cremation options. Funeral homes have different standards of care, and your particular standards should be communicated with the family.
If you bathe the deceased and set the features as part of your standards practice, then it must be communicated to the family. Also, if your firm requires a positive identification, then you will want to ask them to bring clothing so the deceased can be dressed for the identification viewing.
The other area that must be discussed is whether they want embalming. Simply because cremation was requested does not mean that a traditional ceremony with the body present is not wanted. We should never assume that it’s always direct cremation.
Before you disconnect with the family, always ask if they have any other questions. As death care professionals, we understand the different options with cremation. But a lot of consumers think only of direct cremation.
REMOVAL
Are identification procedures practiced?
When a death occurs, the removal staff must verify that the deceased they take into their care is the one they have been requested to transfer back to the funeral home. But many deaths occur without identification attached to the deceased!
If your firm does not currently require identification placed on the deceased at the time of removal, the following procedures should be immediately implemented to reduce misidentification.
• Use waterproof identification bands made of tear-resistant material. The band should not be possible to remove by any method other than cutting.
• Keep identification bands in each removal vehicle. If an outside removal service is used, furnish the service with a supply of identification bands for their removal vehicles.
• Write the information on the identification band using a pen with indelible ink (i.e., a Sharpie.) At a minimum, include the full name of the deceased and date of death. This information must be clearly printed.
• Under no circumstances should the deceased’s name or other information be written on the arms, legs, or any other part of the body.
• Before attaching the funeral home identification band, the deceased must be identified. This can be accomplished by a preexisting identification band, a relative or a person who knew the deceased, an employee of the hospital or nursing home, etc. It is important that the name of the deceased corresponds with all existing paperwork.
• Attach the identification band on the deceased at the place of death. Even if there is other identification on the deceased, the band should still be attached. And, if possible, do not remove the other form of identification.
• Place the identification band around the deceased’s ankle or around the wrist if an ankle cannot be used. In the event the deceased is in a disaster pouch, securely attach the identification band to the pouch.
• Never remove the identification band once it has been attached.
STORAGE OR INITIAL PREP
Cremation requires dignity & respect.
When the deceased arrives at the funeral home, it must be prepared for identification according to the firm’s standards. Amazingly, some firms still do not require positive identification before cremation – even though every major death care organization recommends it!
Until the container/casket is selected by the person who has the right to control the disposition of the remains, the deceased should be kept in the embalming room, dressing room, or refrigeration area. The deceased should never be kept in a back hallway or garage; this demonstrates no dignity or respect.
ARRANGEMENT CONFERENCE
Ensure clear understanding with the family.
It must be clearly communicated that no valuables or non-combustible items may be placed with the deceased for cremation. When cremated human remains are returned there should only be cremated human remains.
The authorization for cremation must be fully completed and signed by all that have the right to control the disposition of the remains. Some States require “a majority” and some “all” of the signatures of the people who have the right to control the disposition. But it is recommend that all firms try to obtain all the signatures to err on the side of protection.
A clear understanding with the authorizing agent(s) is critical during the entire arrangement conference for cremation. However, the final stages of the conference are particularly important regarding long-term liability of the funeral home due to unclaimed, stored cremated human remains.
Asking the authorizing agent specific questions can reduce the likelihood of storing unclaimed cremated human remains and reduce the risk of long-term liability. In fact, incorporating four simple points, known as the four W’s, into the final stages of the conference is effective.
The four W’s consist of:
1. What will be done?
2. Who will be authorized?
3. When?
4. We will ask for identification.
First, by asking the family what will be done with the cremated human remains, the arranger can monitor the answer for a red flag. If a family does not know what they will do with the cremated remains, it is possible and possibly likely that the cremated human remains could be at the funeral home for a long period of time.
The funeral home should have a policy of only retaining cremated human remains for a specified time period, and the policy must be explained to the authorizing agent. The arranger should also know what options are available in their area for permanent memorialization and be ready to inform the consumers of such.
Second, the arranger should ask who will be authorized to receive the cremated human remains, or exactly whom the funeral home may release them to. That person(s) must be documented on a form, which must not change unless the authorizing individual visits the funeral home and changes the authorized person.
Incorporating the above question prevents confusion and the possibility of legal action if they are released to the wrong person.
Third, tell the authorized agent that when the cremated human remains are returned to the funeral home, an appointment will be scheduled for the authorized agent to receive the cremated human remains.
By telling the authorized agent that when the funeral home receives the cremated human remains they will be called and an appointment will be scheduled, both parties can be prepared. The funeral home is able to have all paperwork ready, as well as have a room ready to present the cremated human remains to the authorized agent in a professional and dignified manner.
Fourth, inform the authorized agent that the funeral home will ask for identification upon release of the cremated human remains. Identification from the authorized agent is a critical part of documentation for the release of cremated human remains.
Setting up an appointment and notifying the authorized agent that they will need their identification at the time they receive the cremated human remains ensures a smooth process. Because the authorized agent has already met with the arranger, they may not realize that identification will be required.
Following the four W’s reduces the amount of unclaimed cremated human remains stored at the funeral home, as well as helps ensure that they are released to the correctly identified individual with documentation of their identity on file. Streamlining the process through these steps increases the likelihood of satisfied clients, thus diminishing the likelihood of bad press or litigation.
IDENTIFICATION
Identification will be performed before an irreversible process takes place.
Even though an identification band should correctly identify the human remains, every provider should also have positive identification by the authorizing agent before cremation. It is best that this identification is done with the selected container for two reasons: It is one less move, thus decreasing the chance of placing the wrong deceased in the container; and it demonstrates to the authorizing agent that the container they selected is being used. It is always imperative to verify the name on the identification band when placing the deceased in the container before the identification takes place.
All firms should require positive identification before cremation, not just offer the option. But there are still firms that skip this step because it takes too much time! In today’s death care world it is no longer an option; it must be required of the families selecting direct cremation as their method of disposition for their loved one. Remember, cremation is an irreversible process and once started cannot be reversed.
Positive identification by viewing must be required for many reasons. Of course, the identification process cannot be accomplished by viewing in some cases, such as with fetuses, advanced decomposition, or a person who died in a fire. Other methods of identification may be needed in other circumstances as well. But special circumstances aside, the visual identification process must take place.
A firm cannot be selective on whom they do the positive identification. This policy must be standard on all cremation cases that are not having a private or public viewing. Additionally, this identification must always take place at the funeral home and not at the residence or other place of death.
In a perfect world, the person making the positive identification would be the spouse, child or parent of the deceased. However, sometimes an in-law, clergy member or another person who knew the deceased will make the identification. The closer the relationship between the identifier and the deceased, the lower the risk is for misidentification.
“Cremation: Know the Risks” will be continued in February.