SIST EN 15017:2006
(Main)Funeral Services - Requirements
Funeral Services - Requirements
This European Standard sets out the requirements for the provision of funeral services.
This European Standard does not apply to product-related technical requirements. Occupational health and safety requirements are not covered by this European Standard.
Bestattungs-Dienstleistungen - Anforderungen
Diese Europäische Norm legt die Anforderungen an Bestattungs-Dienstleistungen fest.
Diese Europäische Norm gilt nicht für produktbezogene technische Anforderungen. Anforderungen an den betrieblichen Arbeitsschutz sind nicht Inhalt dieser Europäischen Norm.
Services funéraires - Exigences
Cette Norme européenne établit les exigences relatives aux prestations des services funéraires.
Cette Norme européenne ne s'applique pas aux exigences techniques relatives aux fournitures/produits. Les exigences relatives a la santé et a la sécurité au travail ne sont pas traitées dans cette Norme européenne.
Pogrebne storitve – Zahteve
General Information
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Standards Content (Sample)
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Funeral Services - RequirementsPogrebne storitve – ZahteveServices funéraires - ExigencesBestattungs-Dienstleistungen - AnforderungenTa slovenski standard je istoveten z:EN 15017:2005SIST EN 15017:2006en,fr,de03.080.30ICS:SLOVENSKI
STANDARDSIST EN 15017:200601-julij-2006
EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 15017October 2005ICS 03.080.30 English VersionFuneral Services - RequirementsServices de pompes funèbres - ExigencesBestattungs-Dienstleistungen - AnforderungenThis European Standard was approved by CEN on 29 August 2005.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Central Secretariat or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia,Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2005 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 15017:2005: E
EN 15017:2005 (E) 2 Contents Page Foreword.3 Introduction.4 1 Scope.5 2 Terms and definitions.5 3 Requirements.8 3.1 Funeral personnel.8 3.2 Complaints handling procedures.8 3.3 Monitoring system.8 3.4 Care of the deceased and hygienic measures.9 3.5 Removal/transfer and transport.11 3.6 Funeral home facilities.14 3.7 Funeral.16 3.8 Advisory service.19 3.9 Pre-arrangement of funerals.25 Annex A (informative)
"Laissez-passer" for a deceased or cremated remains (Example).27 Annex B (informative)
Code of ethics of the International Cremation Federation (ICF).28 Annex C (Informative)
A-deviations.29
EN 15017:2005 (E) 3 Foreword This European Standard (EN 15017:2005) has been prepared by Technical Committee CEN/TC BT/TF 139 “Funeral Services”, the secretariat of which is held by DIN. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by April 2006, and conflicting national standards shall be withdrawn at the latest by April 2006. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EN 15017:2005 (E) 4 Introduction This European Standard: assures quality in funeral services including the highest respect for the deceased and bereaved and with respect for local regulations in force; is intended to make funeral-related services and facilities and the underlying pricing principles transparent for the consumer; contains framework recommendations, which duly consider the different provisions of national funeral laws and the traditions of ethical, cultural and regional funeral rites as well as hygienic and environmental considerations; lays down corresponding services as well as the information requirements to be fulfilled by the funeral director; outlines the profile of vocational qualifications and further educational training of funeral directors and other funeral personnel. This European Standard is based upon the following ethical rules: ethical and professional relationship with client families; sincere respect for all the beliefs and customs of the families; right of the person(s) making the funeral arrangements to choose the funeral director and to decide between burial or cremation; right of the families to be informed of the estimated total cost of the funeral; complete confidentiality assured at all times, subject only to legal requirements; honesty, loyalty and integrity of funeral personnel in the performance of their duties; strict observance of all applicable laws, rules and regulations concerning the profession, both national and international; objective, honest and sensitive publicity; continuous effort to bring funeral professional knowledge to a higher level; integrity in the relationship with colleagues, national as well as international.
EN 15017:2005 (E) 5 1 Scope This European Standard sets out the requirements for the provision of funeral services. This European Standard does not apply to product-related technical requirements. Occupational health and safety requirements are not covered by this European Standard. 2 Terms and definitions For the purposes of this European Standard, the following terms and definitions apply: 2.1 Bereavement care comprehensive term covering the offer of services intended to help the bereaved cope with the loss in material and psychological terms 2.2 Burial interment of human remains 2.3 Ceremony hall special area for the performance of a mourning ceremony 2.4 Columbarium area where contained ashes can be stored in niches 2.5 Consultation establishment of the wishes of the client, suggestions regarding products and services to be delivered and their costs 2.6 Consultation on the pre-arrangements of funerals
elaboration of an individual proposal regarding the deliveries and services for a future funeral, including its financing 2.7 Cortege procession of people who are walking and/or riding to a funeral 2.8 Cosmetic application superficial corrections, covering, and enhancement of the natural features of the deceased 2.9 Cremation entire procedure of incineration of the deceased 2.10 Cremation services any services pertaining to the cremation process 2.11 Crematorium building fitted with appliances for the purpose of exclusively burning human remains, including everything incidental or ancillary thereto and with a public area, which allows a dignified farewell ceremony
EN 15017:2005 (E) 6 NOTE The building is often equipped with a viewing room, and possibly with refrigeration facilities. 2.12 Embalming/Thanatopraxy process of effecting the temporary preservation of the deceased 2.13 Encoffining placing of the deceased in a coffin/casket 2.14 Exhumation Removal of human remains, in whatever form, from the place where they are interred 2.15 Final settlement comparison of the invoiced amount and the amounts received in the form of death allowances and insurance benefits and calculation of the credit or debit balance 2.16 Funeral director qualified person responsible for carrying out funeral services 2.17 Funeral personnel persons working in funeral services and appropriately trained and skilled to fulfil the general and specific requirements of the tasks concerned 2.18 Gravedigger person who possesses the capacities essential for safely digging and filling in graves and who also may be competent for handling coffins and human remains in the context of exhumation 2.19 Gravedigging manual or mechanical opening, reopening, preparing and/or closing of a grave, vault or mausoleum, including the memorials and facing structure(s) 2.20 Hygienic material used in the handling of deceased materials, products and instruments which, through their disinfectant and protective effect, counteract a potential health hazard for persons coming into contact with the deceased NOTE Information on the hygienic material used is communicated to all members of the personnel in a Health and Safety policy. 2.21 Identification room room where the deceased person's identity is checked and confirmed 2.22 (Initial) care of the deceased measures for short-term laying out at the place of death and preparation for collection 2.23 Invoicing statement of own and third-party products and services with their prices, including value-added tax if applicable, as well as the fees and disbursements to be paid, together with the terms of settlement
EN 15017:2005 (E) 7 2.24 Mortuary specific place suited for the temporary storage of the deceased 2.25 Obituaries drafting and publication of death notices and mourning letters as well as other textual or electronic notices 2.26 Officiant person who performs the funeral tribute 2.27 Pallbearers persons physically able to bear the coffin during ceremonies or funeral operations 2.28 Period of peace minimum length of time allowed to re-use the grave 2.29 Pre-arrangements of funerals contractual arrangements by which a person determines the detailed organisation of a future funeral 2.30 Preliminary advice on the pre-arrangements of funerals information on the purpose and form of funeral pre-arrangements 2.31 Preliminary information information about the various types of funerals, the procedures involved and the financing of the funeral 2.32 Preparation of the deceased measures to prepare the deceased as required NOTE This service also includes auxiliary services, such as washing, disinfecting, undressing and dressing. Temporary hygienic treatment (thanatopractic treatment, embalming) or conservation measures are not included. 2.33 Preparation room place especially equipped for the preparation and encoffining of the deceased 2.34 Presentation preparation of the coffin and handling of the deceased by persons duly qualified and physically able for this task prior to the relatives bidding farewell to the deceased 2.35 Qualified person qualified person, as defined by this European Standard, is a person who has the personal aptitude, has received a recognised form of training, and has acquired the necessary vocational experience to carry out funeral services on a comprehensive basis 2.36 Reburial transfer of human remains from one place of burial to another
EN 15017:2005 (E) 8 2.37 Restorative treatment measures to restore the life-like appearance of the traumatised deceased 2.38 Scattering distribution of cremated remains either manually or mechanically into the ground or over land or sea 2.39 Submission of a quotation statement of products, fees and services and their calculated prices, including value-added tax, if applicable 2.40 Temporary preservation treatment measures to inhibit the processes of decomposition 2.41 Transfer/Removal moving of a deceased person from one place to another prior to the funeral 2.42 Transport any national or international movement by road, train, sea or air of a deceased person, excluding cremated remains, which is necessary between the time of death and the time of final disposal
2.43 Urn burial interment of the urn into an earth grave, burial at sea or placing of the urn in a columbarium 2.44 Viewing room suitable room for the bereaved to view the deceased 3 Requirements 3.1 Funeral personnel Management shall ensure that funeral personnel receive regular training. Funeral personnel shall have the skills and experience to deal with deceased persons and their relatives. One member of the funeral personnel shall be a supervisor. Funeral personnel shall behave in a respectful manner. Funeral personnel shall be properly trained and suitable for the task and shall observe an appropriate dress code. Funeral personnel shall show due respect for the social, religious and cultural beliefs of the deceased and the client. Where possible the training shall lead to a diploma or the experience of the personnel shall be approved by a recognised organisation. 3.2 Complaints handling procedures The management and/or the professional organisation shall have a procedure in place for handling complaints from customers. 3.3 Monitoring system A system of monitoring the quality of the services is recommended.
EN 15017:2005 (E) 9 3.4 Care of the deceased and hygienic measures 3.4.1 Care of the deceased 3.4.1.1 General The care of the deceased, carried out by the funeral personnel, shall be performed in accordance with the following procedures. If requested, designated persons, e.g. relatives or bereaved, shall be allowed to assist in the procedures, but they shall be advised if this is recommendable/appropriate. 3.4.1.2 Management obligations Management shall ensure that legal requirements have been met prior to any further actions.
3.4.1.3 Practical procedures Initial care-taking shall comprise: undressing; removal and listing of personal effects; ensuring that all bandages, cannulae and medical implants have been removed; washing and superficial disinfection of the deceased (circumstances permitting); packing of bodily orifices, relieving of rigor mortis as much as possible; shaving (if appropriate); replacing dentures; closing of eyes and mouth; combing and hair-dressing.
While these activities are being performed, the deceased should be covered appropriately. Implants that could be dangerous for staff or equipment of the crematorium have to be removed by authorized and qualified persons. NOTE Deactivation of defibrillators is necessary before removal.
If it is desired and possible, the deceased can be kept at home for an appropriate period of time. 3.4.1.4 Dressing of the deceased The deceased shall be handled with due care and deference. Compliance with legal requirements regarding clothing shall be ensured before the deceased is dressed. Care shall be taken to prevent soiling by body fluids. 3.4.2 Encoffining The encoffining, performed by the funeral personnel, shall be carried out in accordance with the following procedures. If requested, designated persons, e.g. relatives or bereaved, shall be allowed to assist in the procedures, but they shall be advised if this is recommendable/appropriate.
EN 15017:2005 (E) 10 As a rule and if no lifting equipment is available, the deceased shall be adequately supported (by at least two persons) around the head and shoulders, the pelvis, and the legs, lifted up and carefully placed in the coffin. As far as possible, the deceased should be laid out straight in the coffin. Care shall be taken to position the head correctly on the cushion. The coverlet, if provided, shall be spread out over the deceased to cover from chest to feet. The hands shall be positioned according to the wishes of the client. 3.4.3 Embalming/Thanatopraxy 3.4.3.1 Methodology Embalming/Thanatopraxy shall be performed by means of arterial injection under pressure of suitable preservative materials (e. g. embalming fluid) into the arterial system or cut arteries if an autopsy has been performed. It is essential to achieve complete saturation of the tissues with the preservative solution. Drainage shall be effected from the venous system or right atrium of the heart. In the case following autopsy, the drainage shall be via the cut veins after which the liquid is removed from the body cavities. This shall be supplemented by aspiration of the trunk cavities to remove body and other fluids and the injection of preservative chemical into these regions to treat tissues not supplied by the initial injection. The preservative materials shall be such that they will not cause undue discoloration or dehydration. 3.4.3.2 Education 3.4.3.2.1 Qualification Embalming or Thanatopraxy courses shall consist of study in theory and practical knowledge in accordance with a nationally recognised syllabus. 3.4.3.2.2 Theory examination Students shall be required to achieve a pass grade in the Theory examination before attempting the practical examination. 3.4.3.2.3 Practical experience Practical experience shall include training in all types of subject including autopsied and non-autopsied cases. 3.4.3.2.4 Examination An independent board of examiners shall provide the examination services and shall issue a diploma to all successful candidates. 3.4.3.2.5 Recognition Embalming/Thanatopraxy shall be performed exclusively by duly qualified persons having completed the requisite training and where possible having a recognised qualification or State diploma where this exists. NOTE A recognised diploma is one that is approved by a national state authority or recognised national funeral/embalming organisation. In-house qualifications that have not been subject to totally independent examination or assessment are not acceptable. 3.4.3.3 Embalming/Thanatopraxy consent
The Embalming/Thanatopraxy process may only be carried out after the completion of all legal procedures and the consent of the client.
3.4.3.4 Facilities Preferably, Embalming/Thanatopraxy shall be effected in a room especially provided for these purposes as laid out under 3.6.1.1.5 and should include the preparation of the remains as under 3.4.3.1.
EN 15017:2005 (E) 11 3.4.3.5 Reconstructive treatment Any reconstructive treatment shall be subject to a specific order placed and/or the approval given by the client. Disfigured remains shall be treated by means of suitable Embalming/Thanatopraxy procedures and, if appropriate, severed body parts shall be reattached and missing body parts reconstructed as far as possible. If this is not possible, the corresponding parts of the remains shall be concealed. 3.4.4 Cosmetic application The application of cosmetics and materials shall attempt to restore the natural colour and appearance of the visible parts of the deceased. Any cosmetic application shall be agreed upon with the client. The cosmetic application may comprise e. g. hairdressing; manicure; skincare; make-up. Clients should be allowed to assist in the procedure, if appropriate. 3.5 Removal/transfer and transport 3.5.1 Removal/transfer of deceased Removal/transfer of deceased shall be effected using a dedicated stretcher, shell or coffin, as appropriate. 3.5.2 Transport of deceased 3.5.2.1 General The transport of deceased can be by land, sea or air. Transport by land can be by road or by rail.
The following criteria shall be noted before transportation: time of death; duration of transport/journey; mode of transport. For transportation of the body regardless of the length of time between the time of death and the departure of the body the following requirements apply: use of hermetical sealing is compulsory if death resulted from a contagious disease, e. g.: smallpox or similar diseases; cholera; anthrax;
EN 15017:2005 (E) 12 hemorrhagic viral fevers. If there is no specific hygienic requirement, transportation of the deceased within 48 hours of death requires no hermetic sealed container, embalming or refrigeration. In all other cases provisions of 3.5.2.1 apply. NOTE 1 It is advisable to check for any local regulations in the receiving countries which take precedence over this European Standard. NOTE 2 For an example of a laissez-passer see Annex A.1 3.5.2.2 Conditions required for international transport
The conditions required for long distance international transport outside Europe are: hermetically sealed container; and/or embalming/thanatopractical treatment; and/or refrigeration. In the case of refrigeration at no time shall the temperature inside the container exceed 8°C during transport. 3.5.2.3 Conditions required for national/European transport (after encoffining) The conditions required for national transport and transport inside Europe are: deceased person has to be transported in a coffin/casket; inner lining and/or the outer cover of the coffin/casket shall meet necessary sanitary requirements. 3.5.2.4 Transport of cremated remains When cremated remains are being transported, whether it be by post, courier, or any other means, they should be secured in a suitable container for such purpose which should clearly identify the contents and be accompanied by any necessary statutory documentation needed from the country from which they emanate and their ultimate destination. 3.5.3 Means of transport for deceased The shape, colour and appearance of the means of transport shall correspond to the general feeling of respect for the deceased. The means of transport used for the transport of deceased persons shall be especially equipped for this purpose. A hearse in normal circumstances contains only one coffin.
3.5.4 Equipment for the transport of deceased persons The nature of the equipment used for the transport of deceased persons shall be such as to ensure safe and dignified transport. This is subject to the unavoidable manual manipulation of the load, and to minimise the physical burden on the personnel. Equipment used for the transport of deceased persons shall be checked for faults and cleanliness before and after use.
EN 15017:2005 (E) 13 3.5.5 Personnel for the transport of deceased persons Transport personnel shall be physically and psychologically fit for this task and duly instructed in the manual transport of deceased persons. Transport personnel shall be familiar with the correct and safe handling of the equipment used for the transport of deceased persons. They shall be able to perform the manual transport in such a way as to ensure that the coffin or deceased person is safely secured during transport. Respectful and dignified handling by the transportation personnel is encouraged, preferably through a handling procedures manual. 3.5.6 Organisation of transport Any transport shall be performed in a dignified manner. For the transport of deceased persons within the national borders of a country, the appropriate documents shall be available on demand. For cross-border transport, the deceased persons shall be accompanied by the appropriate documentation. In the case of cross-border transport, prior submission of the documents, if required, shall be submitted to the relevant embassy or consulate for certification. 3.5.7 Public authority removals For public authority removals, e.g. initiated by police, coroner or municipalities etc. the personnel shall be physically and psychologically fit to perform the initial care measures even under difficult conditions. These measures are to be performed with due consideration of forensic investigation and all hygienic, sanitary as well as ethical requirements. Complete confidentiality is essential. Service providers shall refrain from any kind of soliciting their services. After the deceased has been transported to the mortuary specified for this purpose, any interference with the deceased prior to its release by the competent authority is forbidden. Personal effects which have not been removed by public authority should be recorded.
The provider of special transport services shall be accessible at any time. The short-term collection of deceased persons by the provider of such services shall be guaranteed at any time of day or night.
EN 15017:2005 (E) 14 3.6 Funeral home facilities 3.6.1 Funeral facilities Funeral facilities can combine single or multiple usage as appropriate to the task: a) preparation area: unloading area; identification room; cold storage; preparation and/or embalming room; b) public area: reception; arrangement rooms; sanitary facilities (e.g. toilets); viewing room/lounge; ceremony room; c) staff facilities; d) administration facilities. 3.6.1.1 Preparation area 3.6.1.1.1 General The rooms shall be secured against unauthorised access and the penetration of animal/insect pests. 3.6.1.1.2 Unloading area The unloading area has to be a discreet area where the deceased person is transferred into the facility. There should be adequate hand washing facilities present. The floor shall be impervious and easy to clean. There shall be a drainage point. 3.6.1.1.3 Identification room The identification room, if applicable, shall be accessible and designed to receive the public in an appropriate way. 3.6.1.1.4 Cold storage Refrigeration facilities shall be equipped with a system to ensure a constant temperature of above 0°C and below 5°C. The facilities and equipment should be easy to clean and of atraumatic design. The cold storage has to be reserved for human remains only. Deep freeze facilities may be required in addition.
EN 15017:2005 (E) 15 3.6.1.1.5 Preparation and/or embalming room These facilities shall be separated from other areas. The risk of infection shall be minimised or prevented through structural and hygienic measures. Animal/insect pests shall be kept out and pest control, if necessary, is to be ensured. An adequate disinfection system/facilities for sterilising the instruments shall be available.
Suitable working facilities shall be provided, e. g. washing or embalming table. The floor and the walls shall be impervious and easy to clean. There shall be a drainage point as well as waste collection facilities and adequate lighting and ventilation. Drainage openings in the floor shall be equipped with a trap. The surfaces of furniture and equipment shall be easy to clean and disinfect.
The preparation and/or embalming rooms should be used for hygienic treatment and presentation purposes only. Emergency first aid facilities shall be provided.
3.6.1.2 Public area 3.6.1.2.1 Arrangement room A suitable room shall be available within or away from the funeral home for the purpose of arranging the funeral in confidence and privacy. 3.6.1.2.2 Sanitary facilities Sanitary facilities (e. g. toilets) shall be provided. 3.6.1.2.3 Viewing room The viewing room shall be an area where the deceased can be viewed in private, following any treatment carried out, according to the wishes of the client. Strict hygienic conditions shall be maintained. The furnishings shall be designed in accordance with the intended use of the rooms. Adequate seating for the bereaved should be provided. Viewing rooms should be ventilated and/or air-conditioned. Viewing rooms should be suitably sound-proofed. A suitable means of communication with the funeral staff may be provided. 3.6.1.2.4 Ceremony room A ceremony room may be made available. 3.6.1.3 Staff facilities Adequate facilities shall be provided for the staff, e.g. washing and toilet facilities, kitchen, resting and changing area. 3.6.1.4 Administration facilities Administration facilities shall be available.
EN 15017:2005 (E) 16 3.7 Funeral 3.7.1 Removal of the deceased The funeral home shall maintain a record of all removals of deceased persons. 3.7.2 Viewing The condition of the deceased, coffin/casket and viewing room shall be checked prior to each viewing according to the following list: position of the deceased; hair style; coffin/casket interior; personal items placed in the coffin; polishing of coffin/casket; repairs, if necessary (e.g. in case of transport damage); preparation of the viewing room (e. g. candles, lights and flowers); book of condolence; availability of tissues. 3.7.3 Funeral ceremony The funeral ceremony may be organised as follows: positioning the coffin prior to the ceremony; seating the mourners; liaising with the person conducting the ceremony; organisational arrangements (e. g. flowers, candles, music, decorations, printed items, flags, condolence book and condolence table). 3.7.4 Cortege A cortege shall be organised by the funeral director according to protocol and agreement with the client. 3.7.5 Committal (grave side ceremony) The farewell ceremony at the grave shall be organised by the funeral director according to protocol and agreement with the client. NOTE The farewell ceremony may consist of e. g.: checking the security of the grave (guard-rails for procession, if necessary); checking the necessary equipment; placing of the mourners (relatives, gu
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