Klicker- Chaper 1 Flashcards

1
Q

When does the funeral begin?

A

with the first call

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

How many percent of first contacts are made by telephone?

A

98 percent

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What contributes to the caller’s evaluation of the image of the funeral home?

A
Salutation
tone of voice
speed of questions and pronunciation
diction
volume
phone image
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

salutation. the person answering the phone should give:

A
  • the name of the funeral home
  • his/her name, (how he/she would like to be addressed, e.g. Mr. Smith, David Smith)
  • “May I help you?”
  • avoid using “good morning” or “good evening”
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

tone of voice

A

sympathetic, yet professional, not overly sad or cheerful. avoid sounding monotonous or bored.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

speed of questions and pronunciation

A

slightly slower than that of a normal telephone voice

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

diction

A

clear and crisp. no eating drinking or chewing.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

volume

A

not too loud, not too soft

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

phone image

A

professional, sympathetic, sensitive image. want the caller to feel secure and comforted. begining of relationship of trust starts here.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

first call sheet typically has:

A
  • name of deceased
  • location of deceased
  • name, and relationship of caller
  • phone number of caller
  • name of next of kin if not the caller
  • phone number of next of kin
  • name of attending physician
  • has physician or medical examiner been notified?
  • age of deceased
  • permission to be embalmed
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

if deceased at hospital, nursing home, or hospice you should ask:

A
  • has release form been signed and by who
  • is there going to be an autopsy performed?
  • organ donation
  • is refrigeration available?
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Age of deceased:

A

age is asked to avoid misunderstanding.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

release:

A

most hospitals will not allow funeral home to transfer deceased without a signed “release of deceased” form.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

permission to embalm:

A

must be received before embalming can begin.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

organ and tissue donation:

A

routine referral act requires that hospitals contact the local organ procurement organization (OPO) and tissue and eye banks about each death, or pending death that occurs in the hospital.

if the person is eligible for donation the OPO must offer the family the opportunity to donate. in some areas the OPO has the authority to place a hold on the release of the deceased until the family has been contacted. In these instances, the funeral home will have to contact the organ or tissue agency to check on when the deceased body will be released.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

If caller is not a family member

A
  • treat the caller as if he was the NOK-empathy etc.
  • clarify who the NOK is-their name and number
  • some states have a domestic partner rule that gives partner in same sex relationship equal status as spouse
  • get name and number of person in charge of arrangement.
17
Q

when the first call is from another funeral director get the following info:

A
  1. name of deceased
  2. location of deceased
  3. name, telephone number, relationship, and authority of the person calling
  4. name and phone number of the next of kin.
    additional info:
  5. emblaming?
  6. what are the transportation arrangements for the deceased?
  7. are services being held at both locations?
18
Q

concluding a call

A
  1. review all information received for accuracy and completeness.
  2. inform the caller of items he should bring to the arrangement conference if he will not be talking with you again before that time.
    - clothing
    - photo
    - military discharge paperwork
    - social security number
    - cemetery deed
    - life insurance policy if it is being used to pay for funeral
  3. assure caller he will be served well
  4. assure caller approximate time of arrival at place of transfer do not say “we will be right there”
  5. leave the caller feeling he will be assisted competently.
  6. avoid saying “thank you” “thank you for the confidence you have placed in our funeral home” is okay.