Losing someone who lived in a care home can bring a particular mix of emotions. You may feel relief that they were supported by professional caregivers in their final days, alongside the deep sadness of saying goodbye.
Whatever you are feeling right now, please know that you are not alone. Our family is here to guide you through every practical step with patience and compassion that Hillier Funeral Service has provided to our community for generations.
This guide explains what happens immediately when someone passes away in a residential or nursing care home, the steps you will need to take, and how our team can help you. We hope this information brings you some comfort and clarity, whether you are reading it in advance due to a known diagnosis or because a death has recently occurred.
If you need more general advice on the very first steps to take after a loss, you can always refer back to our main What to Do When Someone Dies page.
When a person passes away in a care home, the on-duty staff are usually the first to know. Care homes have clear, established procedures to follow and will handle the initial arrangements calmly, practically and respectfully on your behalf.
- If the death was expected: The staff will immediately contact the resident's GP or an out of hours medical team. A registered nurse or doctor will then visit the home to verify the death. They will complete a confirmation of death document, which allows the care home to release your loved one into our care.
- If the death was sudden or unexpected: The care home staff will call the emergency services, and the death may need to be reported to the local coroner. The care home team and the attending doctor will advise you if this is the case.
Take Your Time
The care home staff will contact you as the next of kin to let you know what has happened and to talk through what comes next.
Even when a death has been expected for some time, it is entirely natural to feel shocked, confused and distressed when the moment arrives.
There is absolutely no need to rush into making major decisions right away. We often advise families to sit down, make a cup of tea, and simply take things slowly. When we are grieving, we don't absorb information as easily as we usually do. It can be incredibly helpful to write things down or to ask a close friend or family member to sit with you during these first few hours.
The funeral arrangements and big decisions can wait until you feel a little steadier and ready to talk.
You are welcome to contact our team at Hillier Funeral Service at any hour of the day or night. We provide a reliable, caring 24-hour service every single day of the year.
Once a doctor or medical professional has verified the death at the care home, you or the care home staff ask us to collect your loved one. We will bring them into our safe care of one of our local funeral homes - whether in Swindon (Old Town or Rodbourne Cheney), Highworth, or Royal Wootton Bassett.
We will hold them safely and respectfully until you feel ready to start planning the funeral arrangements. When you call us initially, there is no pressure to book anything. We will simply listen to your situation, answer your immediate questions, and arrange the transfer of your loved one into our care whenever it feels right for you.
Understanding the Medical Certificate Cause of Death
The deceased's regular GP will usually prepare the official Medical Certificate of Cause of Death. This process can sometimes take up to 48 hours, as the doctor writing it must have seen their patient within a specific timeframe prior to their passing.
It is quite common for a doctor to discuss the cause of death with the coroner's office, even when a person has passed away from clear, natural causes. This typically happens if the death occurred unexpectedly or if the resident had not been seen by a doctor very recently. It does not automatically mean that a post-mortem examination will be required, but it does mean the certificate cannot be officially released until the coroner gives their agreement.
- Deprivation of Liberty Safeguards (DoLS): If your loved one was subject to a DoLS authorisation, which is a common standard protective framework for many residents living with dementia in care homes, the coroner will automatically be informed before the certificate is issued. We highly recommend checking this detail with the care home manager, the doctor's surgery, or the coroner's office, as it may not be lawful to finalise the funeral date until the coroner has provided official permission.
Once the GP surgery or hospital has issued the medical certificate, a relative can book an appointment with the local register office to register the death formally.
You can read more about the process of registering a death here.
Arranging the Funeral
When the time feels right, we will sit down with you to plan a funeral that truly reflects the life, values, personality and wishes of the person who has died.
Whether you are leaning towards a traditional burial, an attended cremation at a local venue like North Wiltshire Crematorium, or a personal celebration of life, we will listen intently to your wishes. We can also help you arrange a completely non-religious or humanist service led by an experienced civil celebrant if that feels most appropriate.
If you prefer a simpler option, we can coordinate a dignified, unattended direct cremation, giving you the flexibility to hold a private memorial event in your own time and space later on.
If your loved one left any wishes about their funeral, perhaps recorded with the care home or held in a prepaid funeral plan, please bring these to our attention so that we can honour them.
In England, a death must be registered within five days at a register office, ideally in the area where the person died.
You will usually need to book an appointment in advance. You can book an appointment at Swindon Register Office by visiting their website or can find your nearest office on the GOV.UK register offices page.
What to bring to the Register Office
When you attend your appointment, the registrar will need some details about the person who has died. It helps to bring the following supporting documents with you if you have them available:
- Birth certificate
- Passport
- NHS medical card
- A recent utility bill with their name and address.
The documents the Registrar will give you
Once the death is registered, the registrar will give you several essential documents:
- Certified Copies of the Death Certificate: One or more certified copies of the death certificate (a small fee applies for each copy, and it is worth obtaining several, as banks and other organisations often ask for an original to close accounts).
- The "Green Form" (Certificate for Burial or Cremation): This is the document that gives legal permission for the funeral to go ahead. You will need to pass this form to us so we can proceed with the funeral arrangements.
- DWP Form: A specific form intended for the Department for Work and Pensions to adjust or stop any state benefits or pensions.
Following a passing in a care home, there are usually a few specific, tasks that will need your attention over the coming days:
- Personal Belongings: You will need to arrange a time with the care home manager to collect your loved one's clothes, jewellery, and room items.
- Fees and Admin: You will need to settle any outstanding care fees and notify the home of your final plans. The care home staff are generally incredibly supportive during this phase and will guide you clearly on their internal checkout process.
- Organisations to Notify: Beyond the care home, you will need to inform various financial bodies like banks and pension providers.
Useful Tool: The government provides a free service called Tell Us Once. This allows you to report the death to multiple government departments, tax offices, and the DWP all at the same time, saving you significant time and paperwork. The registrar will explain exactly how to access and use this service during your registration appointment.
We Are Here for You Every Step of the Way
You do not have to face any of this administrative or emotional burden alone. At Hillier Funeral Service, our family-run team is always ready to support you, take care of the heavy lifting, and manage the essential arrangements so that you can focus entirely on remembering your loved one.
Our care doesn’t simply end on the day of the funeral. Hillier Funeral Service is proud to provide an exclusive, professional in-house Bereavement Care Service completely free of charge to all of our families, offering ongoing support groups and one-to-one counseling sessions whenever you need a safe space to talk.
We also understand that arranging a funeral often comes alongside handling complex legal and financial matters. To help make things easier, we work closely with Laurelo, specialists who provide clear, compassionate guidance to help you navigate probate and estate administration with confidence. You can learn more about how we can help on our Probate & Legal Support page.
Please contact us at any time, day or night, on 01793 522797. We will always respond with genuine kindness, practical clarity, and the quiet respect your family deserves.
If you have any questions or would like to discuss your options further please give us a call on 01793 522797 or get in touch.