Irish Hospice Foundation
Toolkit for Compassionate End-of-Life Care
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Step 5: Plan for the future •
Deal with the person’s concerns before you deal with details. • Give a clear plan as to what will happen next – including details about spending time with their loved one. Reassure their relatives and friends that they are not alone and that staff are there to support them. • Find out if there is anyone in particular the person would like to talk to, for example, a social worker, or pastoral care. • Provide the name and number of a support person they can call if they have further questions. • Document the details of the discussion, using the same language used in the conversation, and the follow-up plan in as much detail as possible.
Breaking bad news that a person has died over the phone
• Find a quiet room and mentally prepare before dialling. Pause and take some deep breaths.
• Identify yourself and confirm whom you are speaking to.
• Ask if there is anyone else with the person.
• Suggest that the person you are speaking with sits down.
• Prepare them and pause before breaking the news gently, using simple language. “I’m afraid I have bad news”.
• Acknowledge the shock.
• Take your cue from the person’s response about what information gaps you may need to fill.
• Provide the contact name and direct line number for you/a colleague.
• Stay on the phone until the person indicates they are ready to end the conversation. Contact the hospital reception/security desk and inform that relatives and friends will be arriving and if possible arrange for parking near the entrance to the hospital.
• Document and liaise with the multidisciplinary team.
• Ensure a member of staff greets them on arrival at the hospital and ward or care centre.
Communication 2
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