Our Personal Funeral Advisers Are:
Trained to sensitively guide you through all parts of choosing a Funeral Plan that’s right for you or assisting in arranging an At-need funeral for your loved one.
We want to make this process as easy as possible for our clients to ensure they make the right decisions for themselves or their loved one. This policy outlines our approach so that we can continue to ensure that we are providing the best care and service to our clients and families.
Identifying vulnerable clients
We know that there are many different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. It could be because of age, a physical or learning disability, or difficulty in communicating. We also understand that challenging events like bereavement can mean that you need extra support and guidance, to help you through this difficult time.
Vulnerability can impact everyone in different ways and the required support will vary upon individual circumstances. We ask our colleagues to pay that extra level of care, attention and sensitivity when communicating with vulnerable and disabled clients and this means:
- We will allow our clients to take their time and be patient
- Actively listen and play back/check your understanding
- Avoid jargon and think about the language we use
- Be prepared to repeat information and explanations
- We can visit clients from a place of their choosing, including form the comfort of their own home (subject to current government guidelines)
At the same time, we ask you to respect our colleagues and refrain from any abusive language or behaviour.
How we record this Information
We will only record information about vulnerability or disability when it’s relevant to the services that we provide. We may need to ask for your permission to keep a record of any personal information about your disability and any alternative formats you require for your personal circumstances. Likewise, we may need to keep a record of aspects of vulnerability where we need to provide you with additional support or adapt our services.
This information will be recorded on our system notes for internal use only and will be used to ensure we provide you with the right services and support and to meet your needs and requirements.
How we support our vulnerable and disabled clients
Where we are made aware someone is vulnerable, we will make reasonable adjustments. Below are some examples of how we may adapt our service.
Low literacy (including dyslexia) and numeracy skills:
- We will check understanding and your requirements
- We will be clear and concise
- We will repeat information if needed
Severe or long-term illness:
- You can nominate someone to speak on your behalf or whether you need us to consider your illness in our decisions.
Mental health problems:
- You can ask us for additional time to help you understand or process information
- Tell us how you would prefer to communicate with us
- You can contact us by email or by letter if you don’t want to visit us in branch or talk to us over the phone. Alternatively, we can visit you at a place of your choosing (subject to current government guidelines)
Services for customers with disabilities and vulnerabilities
We want to make sure you always get the information you need in a way that's easy for you to use and understand. If requested, we can arrange for all our correspondence to be provided in an alternative format such as large print.
Assigning a nominated contact and Power of Attorney
Appointing a nominated contact enables someone you trust to discuss various aspects of your account including balance and enquires. They can also make payments on your behalf. Your nominated person is not directly liable for any charges on your account, as the account holder remains the same.
There may be times when you need someone to manage your affairs for you. A Power of Attorney (PoA) is a legal document which gives someone else (known as the attorney) legal authority to make decisions and act on your behalf. If you have a PoA we'll treat them as the account holder, which means you'll no longer be able to manage your account.
This policy will be reviewed annually to ensure that it effectively supports the fair and appropriate treatment to meet the needs of our vulnerable clients. The review will include an assessment of client complaints and feedback received.
How to obtain additional copies of this Accessibility and Vulnerability Policy
You can obtain additional copies of this Policy in the following ways:
Write to us:
The Midcounties Co-operative Funeralcare
Warwick Technology Park