The Norfolk and Suffolk NHS Foundation Trust is turning to the families of those who have lost loved ones following concerns previous correspondence have lacked compassion.
As part of its duty of candour, the trust is required to contact the loved ones of patients who have died in its care.
But concerns have been raised about the tone of the letters, with fears they can come across as too cold or appear to be templated.
Tumi Banda, interim chief nurse of the trust, told its board of directors that bosses were working with bereaved families to try and improve in this area.
He said: “We have had support from families about how to write condolence letters and be more compassionate about how we deliver news.
“These are things we are going to have to get right and we want to build on this and make sure we continue to improve.”
Caroline Aldridge, whose son Tim died in 2014, said this was something she had been looking to work with the trust on ever since his death.
She said: “Co-production with bereaved families is really important and you would think this would be a really simple thing to do – but it has caused a lot of discussions.
“The most important thing is that these letters have to be personalised and they can’t be templated.
“They need to include personal touches from the people who worked with the person as otherwise it can feel like the letter dehumanises their loved one. This isn’t complicated.”
Meanwhile Mr Banda confirmed the trust was recruiting two family liaison officers to help build stronger relationships with the families of people receiving its care.
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