Does anyone at your location review the paperwork after it has been completed? Or is it assumed that everyone is doing it correctly? Everyone knows what happens when we assume.
Every funeral home must complete the Statement of Funeral Goods and Services Selected for every funeral. It’s been almost 30 years since the FTC has mandated this form is completed, but it is not always done.
Other areas that need to be reviewed are:
? Is the correct pricing used? Are all the arrangers using the same pricing methods? If not, the consumers are not being treated properly.
? Are all the cash advances listed, and at the correct price?
? Have the FTC disclosures been completed? The required FTC disclosures are the number one area that is neglected in funeral homes.
? Has the statement been signed by both the purchaser and funeral home?
Cremation has more liability than any other aspect of our business, but many firms do not address that increased liability in their pricing. The cremation authorization is a major document that can protect you and your firm, and inform the consumer of what is involved in the cremation process.
In that interest, certain areas of the authorization should be confirmed: The first area is whether it has been read by the authorizing agent and whether it is fully completed. Other areas that need to be reviewed are:
? Has the authorization been signed by the correct person(s)?
? Do you have documentation of what will be done with the cremated human remains after the cremation?
? Is your authorization current with the disclosures recommended by the death care profession?
Do you have a form that deals with the personal property that comes with the deceased to the funeral home? Do you review with the family what is to be done with clothing and bedding, or do you only review the valuables? All human remains taken into the funeral home’s care should have some form of documentation regarding what came in with the human remains, and the funeral home should retain this form in the case file.
There are many other forms funeral homes and cemeteries have, but are they used or do they only get dusted off after you have found yourself in trouble? Most forms in the profession are to protect you, the firm and the consumer.
Every firm should audit their files to see if there are any deficiencies in completion of the forms your firm requires. Once the audit has been completed have a staff training to review the deficiencies that were found. This is a good review even for the staff that has done everything properly. After the training, spot audits may be done only on the employees who have not comprehended how and when to complete the forms that will protect the firm and the consumer.