The Valentines Standard of Care

When we are instructed to bring someone into our care, our first responsibility is to make sure the transfer can take place lawfully and safely.

Our trained team uses clean, properly maintained equipment and vehicles suitable for this purpose. Before leaving, we confirm the person’s identity, obtain the appropriate authority for the transfer and record any personal possessions entrusted to us.

The person who has died, their home and anyone present will be treated with dignity and discretion throughout. We will tell you where your loved one will be cared for and confirm when they have arrived safely.

The timing of a transfer depends on where the person has died and whether a hospital, care setting, Medical Examiner or coroner is involved.

Protecting each person’s identity is fundamental to funeral care.

We use at least three identifiers to confirm the identity of every person brought into our care. Their identity remains securely recorded throughout the time they are with us, including during transfers, preparation, visits and the funeral itself.

Our records include:

• when and from where the person was brought into our care
• the authority given for the transfer
• the identifying information provided to us
• any personal possessions received
• the care provided and by whom
• any instructions or wishes given by the family
• when the person leaves our care.

Identity checks are completed at important stages, including before a coffin is closed and before the funeral takes place.

Everyone in our care is looked after in facilities intended for that purpose.

Care areas are kept clean, secure and appropriately maintained. Access is restricted to authorised people, and our procedures protect both dignity and confidentiality.

Refrigeration is an important part of caring for someone after they have died. Temperatures are monitored and recorded, and each person is cared for individually within the facilities.

We also carry out regular checks while someone is with us. These help us assess their condition, respond to any changes and make appropriate decisions about their ongoing care.

If another suitably qualified professional or facility needs to be involved in any aspect of that care, we will explain this to the family and retain responsibility for ensuring that appropriate standards are followed.

Every person who comes into our care has their own identity, beliefs, relationships and wishes. We do not assume that the same approach will be right for everyone.

We will ask whether there are any religious, cultural or personal requirements that should influence their care. These might relate to timing, washing and dressing, clothing, jewellery, hair and makeup, personal possessions or the involvement of family or faith representatives.

Where possible, we will follow those wishes while meeting our legal, professional and health and safety responsibilities. If something is not possible, we will explain why and discuss any suitable alternatives.

The physical care provided after someone dies can include washing, dressing and preparing them for their funeral or for a visit from family and friends. This is sometimes described within the profession as first offices.

This care is carried out privately and respectfully by trained or appropriately qualified people. Clothing or modesty coverings are used to maintain the person’s dignity.

Embalming is a separate care choice. It is not required for burial or cremation and is not carried out automatically. We will explain what it involves, why it might be considered and any alternatives before asking for informed written permission.

Some families value spending time with the person who has died. Others prefer to remember them as they were. There is no expectation either way.

Visits are arranged by appointment so that families have privacy and enough time. The circumstances of the death or the person’s condition may affect what is advisable or possible. If this is the case, we will explain the situation honestly and sensitively.

We are a fully accredited member of both the National Association of Funeral Directors and the National Society of Allied and Independent Funeral Directors.

We work in accordance with the NAFD UK Funeral Director Code and the SAIF Code of Practice. These codes establish requirements for the transfer, identification, care, preparation and viewing of people who have died, as well as staff competence, facilities, record-keeping, transparency and complaints.

Our membership means that our work is subject to professional requirements, external inspection and compliance monitoring.

In practice, this means that we must:

• maintain the dignity of every person in our care
• use trained or appropriately qualified people
• maintain secure and appropriate care facilities
• keep clear records of the care provided
• explain care choices honestly and in plain language
• obtain consent where it is required
• protect personal information and confidentiality
• cooperate with inspections and professional oversight
• provide access to a formal complaints process.

These standards support our own values and give families an additional level of reassurance that the care we provide is accountable as well as compassionate.

Professional standards set important requirements, but good care also depends on the way those standards are applied.

We believe families should be told what is happening, given honest answers and treated as individuals. You can ask where your loved one is being cared for, what care has been provided and who has been involved.

We will explain as much or as little as you feel able to discuss. You should never feel that a question is inappropriate or that you are being kept at a distance from your loved one’s care.