Mortuary Administration (Exam 1) Graded A+

Mortuary Administration (Exam 1) Graded A+ Notification of Death *"First Call" *98% by telephone *2% in person *Importance of telephone etiquette Answering Phone *Salutation should be -Name of funeral home "Wright Funeral Home, Tim Wright speaking, may I help you?" *Avoid using "good morning", "good afternoon", etc. Voice: Quality & Tone *Not overly cheerful *Not sad or forlorn *Avoid sounding monotone, bored, or impatient Voice: Diction *Speak at moderate pace *Pronounce words correctly *Especially when firm uses multiple names Voice: Volume & Tone *Not so loud that its offensive *Not so quiet the caller has to strain to hear *Minimize background noise -distracts caller and employee Closing the Call *State approximate arrival time (AVOID: "We will be right there!") *Assure caller of continuing assistance *Encourage calls for any questions or concerns *"Permit caller to end conversation" *Avoid saying "thank you" Obtaining Information *Only basic information *Need to transfer remains to funeral home *Depends on location of the body *Circumstances of death Death at Resident *Name & age of decedent *Date & time of death (if known) *Address & location of residence (directions if necessary) *residence telephone number *Name, relationship, & telephone number of caller *Presence of law enforcement personnel *Has physician, ME, or coroner been notified *Has body been released *Permission to embalm from individual with right of final disposition *Is family ready for funeral home personnel to arrive? Medical Examiner *Forensically trained physician *MD/DO *Investigates questionable or unattended deaths *appointed Coroner *Public officer *Investigates questionable/unattended deaths *Elected *Often funeral director Death at Institution *Hospital, nursing home, or hospice -name/address of institution *Name & birth date of decedent *Date, time & place of death *Caller's name, title, and phone number *Name/address/phone of attending physician *Name of spouse/next of kin *Relationship to decedent *Address & phone number Important Questions *Autopsy *Release of Remains *Time *Availability of refrigeration *Entrance