BEREAVEMENT SERVICES
Bereavement Services are committed to providing a quality, efficient and
sympathetic service to the bereaved. We monitor our services and appreciate
comments in order to improve and develop our facilities.
Bereavement Services manage two crematoria – City Road and Hutcliffe
Wood and 16 cemeteries within the city’s boundaries. The Medico Legal
Centre is also managed by Bereavement Services and includes the Public
Mortuary, HM Coroner and the Sheffield University of Forensic Pathology.
Our leaflet ‘Customer Service Charter, Meeting Your Needs’ fully explains all
the standards you should expect from Bereavement Services. The following
monitors the Main Business Standards.
Comments received are by telephone, letter and questionnaires.
MONITORING OF MAIN BUSINESS STANDARDS
Main business standard monitored: Ensure that the grave is dug to
specified dimensions in preparation for burial and ensure that on the
day the funeral that the presentation is to a high standard
Results for Dec 08 – Mar 09
Number of burials carried out – Oct - Dec = 276
Comments by telephone:
Comments by letter:
Nil
Nil
Comments by questionnaires (100 questionnaires):
Question 7 of the Burial Service questionnaire states:
‘Were you satisfied with the presentation of the grave (eg dug to required
specifications, dry, draped in grass matting?)’
Results: Yes - 98%
No - 2%
Comments received from the questionnaires:
‘Excellent, caring, efficient service’
‘We were not given the option to extend the grave lease at the time of making
arrangements’
Action: This information to be included in an information booklet being
devised for funeral directors.
‘The gentleman who supervised the funeral was polite and courteous and
unintrusive. Most attending the funeral were unaware of him, which I believe
was a sign of a job well done’.
Main business standard monitored: Ensure a high standard of
horticultural maintenance in cemeteries. The grass will be cut on a
cycle of 3 weeks during the growing season – April – September
Results for Dec 08 – Mar 09
Comments by telephone: N/A
Comments by letter:
N/A
Number of grass cuts in cemeteries: N/A
Main business standard monitored: Process grave memorial
applications within 7 working days from the date of receipt.
Results for Dec 08 – Mar 09
Comments by telephone: Nil
Comments by letter:
Nil
Number of applications received - 314 (100%)
Main business standard monitored: Open both crematoria for 253 days
per year for funeral services and, in addition, Hutcliffe Wood
Crematorium will be open on Saturday mornings.
Results for Dec 08 – Mar 09
City Road
Days open: 64
Days closed: 0
(100%)
Hutcliffe Wood
Days open: 77
Days closed:
0
(100%)
Main business standard monitored: Provide a 24 hour/7 day a week online booking service for cremations so that a suitable date for the
funeral can be agreed with the Funeral Director at the earliest
opportunity.
Results for Dec 08 – Mar 09
Comments by telephone: Nil
Comments by letter:
Nil
Comments by questionnaires: Nil
No of days available = 92
Main business standard monitored: Dispose of the cremated remains in
accordance with the family’s wishes
Results for Dec 08 – Mar 09
Comments by telephone: Nil
Comments by letter:
Nil
Number of cremated remains disposed in accordance with family’s wishes
= 304 (100%)
Main business standard monitored: Carry out a post mortem
examination within 2 working days.
Results for Dec 08 – Mar 09
Number of post mortem examinations carried out = 158
Number of post mortem examinations not carried out within 2 working days
= 157
= 99% (Pathologists not available on some dates)
Main business standard monitored: Make appointments for the viewing
of the deceased during any afternoon – Monday to Friday.
Results for Dec 08 – Mar 09
Number of viewings arranged – 47
Number of viewings not carried out – 0
= 100%
Main business standard monitored: Ensure that the operational
buildings are kept in good condition, well decorated, adequately heated
with comfortable waiting areas and clean toilets
Results for Dec 08 – Mar 09
Comments by telephone: Nil
Comments by letter:
Nil
Comments by questionnaires: 1
Observations from spot checks/report forms: 87
Spot checks/report forms: Increased spot checks and reports due to damage
to buildings caused by heavy rain and damage from vandalism to buildings,
graffiti etc.
Comments from questionnaires included:
‘Chapel inside lovely, but outside could improve (Hwd)’
Action: Building inspection carried out – work to roadways and exterior to be
investigated and actioned if funding available.
Main business standard monitored: Answer the telephone promptly and
give the caller an appropriate greeting, the service area and the officer’s
name.
Results for Dec 08 – Mar 09
Comments by telephone: Nil
Comments by letter:
Nil
Comments from questionnaires: All positive