Patients, Families and carers

Privacy Policy


At Dove House Hospice we pride ourselves on being open and transparent with our supporters about how their information is used and the processes we adopt to ask for donations to keep our organisation running.

The way we ask for and use information is governed by the laws, codes and guidance laid out by the Data Protection Act 1998, the Privacy and Electronic Communication Regulations 2003, the Fundraising Regulator and the General Data Protection Regulation, due to be law on 25th May 2018. Our intention is to not only be compliant but also user friendly to ensure our supporters only receive the information they are interested in.

This policy will detail exactly what we do with supporter data but should you have any queries or wish to change your contact preference at any time please simply contact us on 01482 785751. Please note it may take up to one month for your changes to be implemented and for communications to cease.

Why we collect information

We collect information in order to make better decisions. As a registered charity, our hospice relies on the people living in its local community to support in both financially and in kind. By gathering information about our community we can fundraise more efficiently and get the right information to the right people based on what they want to see. Ultimately this means our hospice is able to continue to provide excellent care to those who are dying and support their families and friends.

How we collect information

Information is collected in the following ways:

1. You may give us your information directly. For example via one of the following means*

· When you make a donation

· When you sign up to an event or activity

· When you join our lottery

· When you sign up as a Gift Aid donor in one of our shops

· When you register as a volunteer

*Please note this list is not exhaustive.

2. Your information might be shared with us indirectly via another organisation

If you use fundraising sites such as Just Giving, Everyday Hero or Virgin Money Giving to fundraise for Dove House Hospice they may share your information with us if you have given them consent. We also use third party electronic payment providers such as World Pay to administer some transactions. See their Privacy Policies for details

3. Via social media, websites or apps

If your settings and preferences allow we may collect information from social media services such as Facebook and Twitter. We do not use website cookies on any of our sites.

Data may be collected via a number of data collections points these include:

1. Face to face

2. Electronically

3. On paper

4. Verbally

What information we collect

The type and quantity of information we collect and how we use it depends on why you are providing it.


If you support us, for example make a donation, volunteer, register to fundraise, sign up for an event or buy something from our shop, we will usually collect:

Your name

Your contact details

Your date of birth

Where it is appropriate we may also ask for:

Information relating to your health (for example if you are taking part in a high risk event)

How you heard about the event/activity/hospice.

Why you have decided to donate to us. We will never make this question mandatory, and only want to know the answer if you are comfortable telling us.

Your bank or credit card details (please note these are destroyed after use and are not stored)

We may also use your personal information to detect and reduce fraud and credit risk.

How we use your information


Your information will be used to administer the action you have initiated, for example to process and thank you following a donation. Your data may also be used to comply with Gift Aid requirements, administer your employment/volunteering, for market research or in the course of providing our charitable service.

Relationship Building

We want to ensure our supporters are only sent information which is relevant and of interest to them. To do this we will build a profile by analysing demographic, geographic and other information. This ensures our communications are relevant and timely.

Direct Marketing

Based on your consent and the marketing preferences you have provided us with, from time to time we will send you information to ask for donations or other support. Your preferences can be easily updated at or by contacting us at or calling 01482 785751

A breakdown of each of our mailing preferences can be found below:


What this includes

Fundraising Events and

Sponsored activities
such as walks/runs, balls/dinners; in memorium events such as Light up a Life,
lottery activities, regular giving and general fundraising appeals.

Our shops

Offers, events and
donation requests


Opportunities to donate
time, volunteering events

Hospice Information

Service developments,
patient stories

Training and Courses

Public and professional
education sessions, seminars and conferences

All of the above

You can also chose to only hear about a specific event or activity i.e. only lottery information or only Midnight Walk information should you wish.

We will never sell your data to a third party. There may be occasions when data is shared for administrative purposes, for example if we hold an event in conjunction with another organisation, however if this is the case it will be made clear to you when you give the information


In order to save the hospice money, we sometimes send data to companies who produce and package mailings for us to update us on people who have moved or are deceased. If you have signified that you wish organisations such as ours to be able to update your change of address details, for example by using the Post Office’s National Change of Address database, we will update your details through this mechanism. We would however appreciate you telling us directly if your details change.

How we keep your information safe

Your data is kept securely at all times. The details held on databases are only accessible to appropriately trained staff and volunteers. Only those who need to access this information as an essential part of their role have access. All access is tracked through individual log in’s. Our databases are held on secure servers and information is routinely monitored.

If a third party supplier is used we will ensure that their data collection is at the same level of security as ours and keeps our supporters details safe. We will only contact people with direct marketing messages if we are satisfied there is a clear, unambiguous consent to do so from the third party. We will ensure there is a secure transfer of data to and from a third party (i.e. password protected downloads or emails) and we will ensure we know how the data is being disposed of after use. We will not enter into any agreements with third parties should we feel their approach to using data is less stringent than our own.

There may be occasions when we need to disclose your details if required to the police, regulatory bodies or legal advisors. We will only ever share your data in other circumstances if we have your explicit and informed consent.

How long we keep information

We will keep your information for six years. If after this point you have not supported us further we will keep only minimal information on a suppression list to ensure we can respect your preferences in the future. We will contact you within two years to ensure you are still happy to hear from us according to the preferences you have provided us with.

Your rights

You have the right to access the data we keep on you at any time. To access this information will require proof of identity. Please contact 01482 785751 or email to discuss your requirements. We will respond to all requests within 28 days.

You have a right to ask us to stop processing your personal data, and if it’s not necessary for the purpose you provided it to us for (e.g. processing your donation or registering you for an event) we will do so.

Changes to this policy

We may make minor changes to this policy from time to time. If we make any significant changes in the way we treat your personal information we will contact you directly and make this clear on our website.

Contact us

If you have any queries or wish to change your contact preferences please call 01482 785751, email or visit