When a Death Occurs
Losing a loved one is never easy. Knowing the first steps to take can help reduce uncertainty in a difficult time. The process may vary depending on where the passing occurs — at home, in a care facility, or away from home. Acting quickly and following the right steps ensures your loved one is cared for with dignity.
Our team is here to guide you through each step with compassion. We honor cultural and religious customs, respect personal wishes, and listen when you need to talk. Our goal is to ease the burden so you can focus on honoring your loved one’s life.
When a Death Occurs at Home
If the death is unexpected, call 911 right away. Let the dispatcher know about any advance care directives, Do Not Resuscitate (DNR) orders, or a No CPR form if one is in place. Paramedics and police will attend, and a coroner or medical examiner may be involved depending on the circumstances.
If the death was expected and palliative or home care was already in place, contact the care team or hospice agency first — they can pronounce the death and guide you through next steps. Once that's done, contact us to arrange transportation into our care. Until the care team or authorities arrive, do not move your loved one or change anything in the home.
When a Death Occurs in a Hospital or Long-Term Care Facility
Hospital or care facility staff will contact the attending physician to confirm the death and complete the Medical Certificate of Death. Once this paperwork is underway, you can call us to arrange transportation and begin planning services. If prearrangements exist, share them with facility staff so your loved one's wishes are honoured.
When a Death Occurs Away From Home
If your loved one passes away while travelling within Canada, contact local emergency services or the hospital where they are located. Once the death has been confirmed and any required paperwork is started, call us — we will coordinate with a local funeral provider to bring your loved one back into our care. Transportation between provinces is something we handle regularly, and we will guide you through each step.
If the death occurs outside of Canada, contact the nearest Canadian embassy or consulate as soon as possible. They can help with local authorities, documentation, and repatriation. Reach out to us as well — we will work alongside the consulate and an international transport provider to bring your loved one home. Please keep your loved one's passport and travel insurance information on hand, as both will be needed.
