Telephone

There is some difference of opinion regarding the amount and nature of information to be obtained during the telephone conversation and during the call at the home or other place of death. It has been our experience that the questions should be kept at an absolute minimum during the telephone call, but that sufficient relevant information should be obtained to prevent embarrassing mistakes.

At least the following points should be established:
1. Name and age of the deceased
2. Where will the deceased be found?
3. Who is making the call and where can he be reached?
4. Was there a doctor in attendance?

The name of the deceased, correctly spelled, is of obvious importance, especially if death has occurred in a place other than the usual residence. It is necessary to ask where the deceased will be found, for the address may differ from the usual place of abode. It is alway necessary to obtain the name of the person making the call, and to ascertain where this person can be reached. This enables the funeral director to place the responsibility for the call, and to obtain additional data if such becomes necessary. To determine whether or not a doctor was in attendance may save considerable time and confusion on arrival at the place of death. If the deceased has not been under the care of a physician, it will of course be necessary to notify the coroner or other designated authority before the body can be moved. Some funeral directors also follow the practice of ascertaining the age of the deceased during this preliminary telephone conversation. This is a wise procedure. In our own experience we have several times anwered a first call with a bassinet to remove "our baby," only to learn when reaching the home that "our baby" was an adolescent or teenager.

In concluding the conversation, inform the caller that you will arrive in a reasonable driving time. And then make certain that you do arrive at the promised time. Remember that the minutes pass slowly for the bereaved relatives awaiting your arrival. The most discourteous thing you can do is to fail to arrive at the place of death on time. It should also be remembered in concluding the telephone conversion that the funeral director does not thank the bereaved relative for calling him. This would be gauche indeed.

Many funeral directors employ a limousine or passenger type of car, rather than an ambulance, funeral car, or panel body truck, for answering first calls. They feel that such a car is less conspicuous and causes less emotional trauma to the family.

The ambulance cot, stretcher and other necessary equipment should be carefully checked before starting on the trip, in order to prevent unnecessary delays later. The cot should always be equipped with clean sheets and pillow case and suitable blankets or other cover.

If no doctor was in attendance, the coroner should be notified before the funeral director leaves for the place of death. During the trip, smoking should not be permitted in the car, for the odor of tobacco smoke clings to the clothing and may offend members of the family. It is a wise practice to prohibit smoking in all funeral home cars at all times.

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