Approach for communicating with the family

Making contact with a potential donor’s family members is an essential step in the donation process. You play the main role in the chain of life: you are the link between the people who may be able to donate and those who might benefit from it.

Resources

Communicating with the family

Guide for families and loved ones

After referring a potential donor to Héma-Québec, a member of our team will inform you whether consent is present in the registries of the Régie de l’assurance maladie du Québec (RAMQ) and the Chambre des notaires du Québec (CNQ).

Inform the family about the presence of consent in the registries or the fact that the health insurance card is signed and that a member of Héma-Québec’s team will contact them within the next few hours to answer their questions. Obtain the name and phone numbers of the family member to be contacted.

Present the bereaved family with the option of tissue donating and offer them the support of a member of Héma-Québec’s team who will be able to answer their questions. Obtain the name and phone numbers of the family member to be contacted.

That is an important approach. Not offering the donation option to the family is equivalent to making the decision for them. Under the emotional shock, they need the health care professional to guide them in their actions. You can make a difference.

Nothing can replace the loss of a loved one. However, very often, families attest to the fact that donating tissues enabled them to give meaning to the death of their loved one, giving life as a legacy!

Offering the option of human tissue donation: procedure for a successful approach

At the time of the approach, ensure that the family members have received and understood all the information provided by the medical team regarding the loved one’s death.

1. The right time

The tissue donation option must not be presented to the family at the same time as the death is announced. Allow time for the family to reflect, and inform them of the possibility of donating human tissues only when the initial shock has passed.

2. The right person

Any member of the health care team can take this step with the family. It's important to identify in advance the person who will meet with the family. They expect you to initiate this step when the time comes. The trust that they usually place in health care professionals provides them with reassurance.

3. The right way

Show empathy and compassion while being attentive to the family’s needs.
Use simple words and accessible language.
Respect the family’s culture and beliefs.
Bring up the donation option with one of the family members, for example: “As a health care professional, I need to bring up an important topic with you. Did you ever discuss organ and tissue donation with your loved one? Do you know what his/her wishes were in this regard? With your consent, it would be possible to proceed with tissue collection. Tissue donating makes it possible to meet the needs of ill or injured people who require a transplant. Would you be willing to having a member of Héma-Québec’s team contact you within the next few hours to give you more information and answer your questions?

If necessary, give the grieving person some time to reflect and hand them the guide prepared for families and loved ones called “A Legacy of Life”. Return later to determine the family’s intention to consent to tissue donation or not, while showing respect for their decision.

If the family is in favour of tissue donation, confirm with them that a member of Héma-Québec’s team will contact them within the next few hours. You will also have to provide Héma-Québec with the contact information (name and one or two phone numbers) of the family member to be contacted. The rest of the process will be handled by Héma-Québec, including registering the family’s consent.

If the family refuses donation, the process ends; you must enter the information into the deceased’s file.