Patients, Families and carers

Privacy Policy

INTRODUCTION

This website (Website) is operated by Dove House Hospice Limited (Dove House). We pride ourselves on being open and transparent with our supporters about how their personal data is used and the processes we adopt when we ask for donations to keep our organisation running.

This Privacy Policy explains what personal data we may collect about you, how we use it, and the steps we take to ensure that it is kept secure. We also explain your rights and how to contact us.

Links to other websites

Please note, this Website may contain links to other websites that are not controlled by us. These links are provided for your convenience. We are only responsible for our privacy practices and our security. We recommend that you check the privacy and security policies and procedures of each and every other website that you visit and each organisation that holds your personal data.

Legal compliance

Unless stated otherwise, Dove House is the data controller in respect of all personal data collected by us on this Website or otherwise. This means that we are responsible for ensuring that we do so in full compliance with the Data Protection Act 1998 (to be replaced by the General Data Protection Regulation when it comes into effect in May 2018), all other related privacy laws and any codes of practice issued by the Fundraising Regulator or the Information Commissioner. Our intention is to be compliant, user friendly and to ensure our supporters only receive information they are interested in.

BY USING THIS WEBSITE AND/OR GIVING PERSONAL DATA TO US YOU INDICATE THAT YOU CONSENT TO US USING YOUR PERSONAL DATA IN ACCORDANCE WITH THIS PRIVACY POLICY

Why we collect personal data

We collect information in order to make better decisions about how we raise and spend funds. As a registered charity, our hospice relies on the people living in its local community for support - 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 to support their families and friends.

THE PERSONAL DATA WE COLLECT and ITS SOURCES

We may obtain personal data face to face, electronically, on paper (such as any form you complete) or verbally (such as during any telephone conversations we have with you).

The information may come to us:

 directly from you such as 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 or when you sign up as a volunteer

 from another organisation for example, where you use fundraising sites such as Just Giving, Everyday Hero or Virgin Money Giving to fundraise for Dove House Hospice. These organisations may share your personal data with us if you allow them to do so.

 from social media sites or apps. If your settings and preferences allow, we may obtain information (including personal data) from social media services such as Facebook and Twitter.

Information about other people

If you provide personal data to us relating to any person other than yourself, you must ensure before you do so that they understand how their personal data will be used and that you are authorised to disclose it to us, and to consent to its use on their behalf.

IP addresses

In order to understand how users use this Website and our services, we may collect your Internet Protocol addresses (also known as IP addresses). Your IP address is a unique address that computer devices (such as PCs, tablets and smartphones) use to identify themselves and in order to communicate with other devices in the network.

Cookies

We do not use website cookies on any of our sites.

The personal data we collect

The type and quantity of personal data we collect and how we use it depends on why you are providing it. If you support us, for example, by making a donation, volunteering, registering to fundraise, signing up for an event or buying something from our shop, we will usually collect your name, your contact details. Occasionally we may ask for your date of birth, for example, if there is an age restriction on an event or activity you have chosen to take part in (e.g. lottery players must be over 16). 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 such as one of our treks or skydives.

 how you heard about the event / activity / hospice

 why you have decided to donate to us. We understand that you may have private reasons and we only want to know the answer if you are comfortable telling us

 your bank or credit card details (these are used for the single transaction only and are destroyed after use).

HOW WE WILL USE YOUR PERSONAL DATA

All personal data that we obtain about you and/or any other person whose details you provide will be recorded, used, and protected by us in accordance with current data protection law and this Privacy Policy. We will primarily use the personal data for the following purposes:

 administration. To provide the goods and services you request (including taking payments) and to communicate with you in the event that any goods or services requested are unavailable, or if there is a query or problem with your request

 charity fundraising. To administer any donations (including taking payments) you agree to make including complying with Gift Aid requirements and to communicate with you in the event of a query

 personnel matters. To administer your employment or voluntary work where you become an employee or volunteer

 fraud prevention. To detect and reduce fraud and credit risk

 market research. To carry out market research so that we can improve the goods and services we offer

 profiling. To create an individual profile for you (including analysing demographic and geographic information) so that we can enhance your experience and relationship with us, understand and respect your preferences and to provide information and details of relevant offers and opportunities where you have agreed to receive them

 charity regulation. To comply with our obligations charity

Consent and lawful processing of personal data

The legal basis for the collection and use of your personal data is that you have given your consent and/or that it is in our legitimate interests to do so in order to support hospice needs in the area and your rights and freedoms are not prejudiced by this.

Disclosing your personal data

We do not sell personal data but if, for example, we hold an event in conjunction with another organisation, we may share information between us, in which case, we will make that clear to you when you provide the personal data.

In order to provide our products and services, we may, occasionally, appoint other organisations to carry out some of the processing activities on our behalf. These may include, for example, technology hosts, printing companies and mailing houses. In these circumstances, we will ensure that your personal data is properly protected and that it is only used in accordance with this Privacy Policy.

We use third party electronic payment providers such as World Pay to administer some transactions. They have their own privacy policies and we encourage you to read them.

On a very rare occasion, we may need to disclose your details, if required, to the police, regulatory bodies or legal advisors or to comply with a court order or a legal obligation. In these circumstances we will be careful to only provide information that we are required to provide.

INVITATIONS, NEWSLETTERS, OFFERS and OPPORTUNITIES

We would like to contact you and/or any person whose information you provide to us, to ask for donations or other support, to provide newsletters and to provide details of offers and opportunities that are available and about a range of other initiatives in a number of ways, including by post, telephone, text message or by email. Details of how to opt-in to or opt-out of receiving details of offers are on relevant pages of this Website, in relevant forms you complete and/or in the electronic message you receive.



























Preference category



What this includes



Fundraising
events and activities



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



Our shops



Offers, events and donation requests



Volunteering



Opportunities to donate time, volunteering
events



Hospice information



Service developments, patient stories



Training and courses



Public and professional education
sessions, seminars and conferences


The following gives you an idea of the types of information you may receive:

We will usually try to tailor the communications we send to you so that they are relevant and in line with the preference options you have chosen which form part of the personal profile we will create for you.

Preferences / Subscribe / Unsubscribe


You and any other person whose personal data you have provided to us can change your/their mind about whether you wish to receive information, or can choose to hear only about a specific event or activity (for example, you may decide you only want lottery information or Midnight Walk information).

You can change your preferences at any time by using any of the methods shown below (see the section ‘Updating and correcting personal data’) or by following the instructions with each communication you/they receive.

Please note it may take up to one month for your changes to be implemented and for communications to cease.

DATA SECURITY

We take the security of personal data seriously. We employ security technology, including firewalls, and encryption to safeguard personal data and have procedures in place to ensure that our paper and computer systems and databases are protected against unauthorised disclosure, use, loss and damage.

Personal data in our databases is only accessible by appropriately trained staff and volunteers who need to access your personal data as an essential part of their role. All access is tracked through individual login credentials.

We only use third party service providers where we are satisfied that the security they provide for your personal data is at least as stringent as we use ourselves.

MONITORING

We may monitor or record telephone calls for security purposes and to improve the quality of the services we provide to you.

DATA RETENTION

We will normally keep your personal data for seven years. If, after this point, you have not supported us or taken part in any of our events or activities we will keep only minimal personal data on a suppression list to ensure we can respect your preferences in the future.

We expect to contact you at least every two years to ensure you are still happy to hear from us according to the preferences you have provided to us.

USE OF YOUR PERSONAL DATA OUTSIDE OF EUROPE

We do not currently transfer personal data outside of the United Kingdom or the European Economic Area. If this changes and we do need to transfer your personal data to other territories, we will take proper steps to ensure that it is protected in accordance with this Privacy Policy and applicable privacy laws.

CHANGES TO THIS PRIVACY POLICY

Privacy laws and practice are constantly developing and we aim to meet high standards. Our policies and procedures are, therefore, under continual review. We may, from time to time, update our security and privacy policies. If we want to make any significant changes in how we will use your personal data we will contact you directly and, if required, seek your consent.

We will ensure our Website has our most up to date policy and suggest that you check this page periodically to review our latest version.

UPDATING and CORRECTING PERSONAL DATA

In order to save the hospice money, we use data cleansing services to update us on people who have moved home or who have died. If you have registered a change of address with the Post Office’s National Change of Address database, we will update your details through this mechanism. Similarly, for relevant activity, if you use the Fundraising Preference Service to withdraw consent to receiving direct marketing from us, we will amend our records accordingly.

You may update or correct your personal data yourself online at www.dovehouse.org.uk/data or can contact us and ask us to do it for you (see the section ‘How to contact us’ below). Please include your name, address and/or email address when you contact us as this helps us to ensure that we accept amendments only from the correct person.

We encourage you to promptly update your personal data if it changes. If you are providing updates or corrections about another person, we may require you to provide us with proof that you are authorised to provide that information to us.

YOUR RIGHTS

You have a number of legal rights in respect of your personal data. These include:

 access. The right to receive a copy of the personal data that we hold about you. The same right applies to any other person whose personal data you provide to us. We will require proof of identity and proof of authority if the request comes from someone other than the person whose data we are asked to provide. This will ensure we only provide information to the correct person. We normally expect to respond to requests within 28 days of receiving them.

 withdraw consent to direct marketing. You can exercise this right at any time and can update your preferences yourself or ask us to do it for you. See section ‘Updating and correcting your personal data’ above for details.

 withdraw consent to other processing. Where the only legal basis for our processing your personal data is that we have your consent to do so, you may withdraw your consent to that processing at any time and we will have to stop processing your personal data. Please note, this will only affect a new activity and does not mean that processing carried out before you withdrew your consent is unlawful.

 rectification. If you consider any of your personal data is inaccurate, you can correct it yourself or ask us to do it for you (see section ‘Updating and correcting your personal data’ above for details).

 restriction. In limited circumstances you may be able to require us to restrict our processing of your personal data. For example, if you consider what we hold is inaccurate and we disagree, the processing may be restricted until the accuracy has been verified.

 erasure. Where we have no lawful basis for holding onto your personal data you are may ask us to delete it.

 portability. In limited circumstances you may be entitled to have the personal data you have provided to us sent electronically to you for you to provide to another organisation.

 to complain to the Information Commissioner’s Office. You can find information on how to do this at www.ico.org.uk.

HOW TO CONTACT US

Website: www.dovehouse.org.uk

Email: data@dovehouse.org.uk

Phone: 01482 785 751

Mail: The Supporter Care Team

Dove House Hospice

Chamberlain Road

Hull

HU8 8DH