Privacy Policy

Who are we
Dove House Hospice is a charity providing excellent care for people in the local community with life limiting illnesses.

We are specialists in palliative care, which is the total care of patients whose illness is no longer curable and for whom the goal must be quality of life.

Dove House is the data controller responsible for keeping your data safe and using it wisely. This means that we are responsible for ensuring that we do so in full compliance with the Data Protection Act 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.

This Privacy Notice is not exhaustive and we are always happy to provide any additional information or explanations where needed. Please contact our Data Protection Lead either by email, telephone or in writing using these contact details:

Data Protection Lead, Dove House Hospice, Chamberlain Road, Hull, HU8 8DH. Email: info@dovehousehospice.org.uk

This Privacy Notice applies to all information held by Dove House Hospice Limited and our subsidiary Dove House Trading Limited relating to individuals, whether you are a patient, service user, member of staff, volunteer, supporter or contractor.

Information We Collect and Hold About You

We need to use information about you in various forms and we will only use the minimum amount of information necessary for the purpose.

Service Users, Next of Kin, Main Carer/Contact, Emergency Contact
The types of information we might collect from patients and family members/main carer/emergency contacts include contact details (names, postal addresses, email addresses, phone numbers) date of birth and next of kin as well as information of a clinical and personal-sensitive nature.

We may collect personal-sensitive information including but not limited to race, faith, gender, religion, disability and family life for statistical and reporting purposes but these will be anonymised and no individual will be identifiable.

Employees and Volunteers
The types of information we might collect from employees and volunteers include contact details including name, address, personal email address, phone numbers, date of birth, emergency contact/next of kin details, employment history, disabilities relevant to the employment or volunteering role, recruitment, payroll, performance and training records, information obtained through electronic means, such as swipe-cards, information about your use of our IT systems, including usage of telephones, e-mail and the Internet and photographs.
We may collect personal-sensitive information including but not limited to race, faith, gender, religion, disability and family life for statistical and reporting purposes and monitoring of recruitment statistics, in line with employment and data protection law.
We won’t disclose information to a third party without your consent, unless the disclosure is required by law, such as taking up a reference, or obtaining ‘disclosure’ from the Disclosure & Barring Service.

Supporters
The types of information we might collect from supporters include contact details including name, postal address, email address, phone numbers, date of birth, communication preferences, credit or debit card details, IP address, and whether you are a tax payer so that we can claim Gift Aid. We also hold records of your donations and fundraising efforts alongside the communications that we have had with you.

We will not store credit or debit card details after they have been processed unless you have provided us with specific authorisation.

We do not collect personal-sensitive data such as race or disability, about our supporters unless there is a legitimate reason for this (e.g. if you participate in an event for which we may need to provide support.)
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 give us Personal Information about someone else, you must do so only with that person’s authorisation. You should inform them how we collect, use, disclose, and retain their personal information according to our privacy notice.

Primary and Secondary Care Data

The NHS provides a wide range of services which involve the collection and use of information. Even though we are a registered charity we are also an NHS Business Partner as we provide a healthcare service for the people of Hull and the East Riding of Yorkshire. Different care settings are considered as either ‘primary care’ or ‘secondary care’. Primary care settings include GP Practices, pharmacists, dentists and some specialised services including military health services. Secondary care settings include local hospitals, rehabilitative care, urgent and emergency care and community and mental health services. Dove House Hospice is a secondary care setting.

Within this Privacy Notice you may see reference to an organisation called NHS Digital who is the national provider of information, data and IT systems for commissioners, analysts and clinicians in health and social care. NHS Digital provides information based on identifiable information passed securely to them by Primary and Secondary Care Providers who are legally obliged to provide this information. The way in which NHS Digital collect and use your information can be found here: https://digital.nhs.uk/about-nhs-digital/our-work/keeping-patient-data-safe/how-we-look-after-your-health-and-care-information

Fundraising communications

We may contact you by post from time to time to inform you about the work of the hospice and/or about fundraising initiatives.

We will respect your right to stop these communications at any time by:
• calling the Fundraising Team
• emailing fundraising@dovehouse.org.uk
• completing our unsubscribe form

HOW WE WILL USE YOUR INFORMATION

We care about your personal data and it is important that you know how we use it and how we keep it safe. This Privacy Notice covers how, when and why we use your information. This Privacy Notice also explains the choices you can make about the way in which we use your information and how you have the right to change your mind at any time.

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 charity obligations
• If you, a relative or a friend, are cared for or are supported by Dove House Hospice, the personal-sensitive information you provide to us will be used only for the purposes of offering access to and providing you with services including bereavement support, for training our staff or for monitoring the quality of our services.

Lawful basis of processing personal data

The lawful 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.

We may share your personal data with health and social care professionals and organisations involved in the provision of your care, always within the appropriate regulations governing sharing of your health and social care records. In some cases we may share to professional bodies or otherwise as required by law, regulation or codes of practice

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 Starlight Stride 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 are committed to protecting your privacy and will only process personal confidential data in accordance with the Data Protection Act 2018, the General Data Protection Regulation (2018), the Common Law Duty of Confidentiality and the Human Rights Act 2018. The various laws and rules about using and sharing confidential health and social care information, with which Dove House Hospice will comply, are available in “A guide to confidentiality in health and social care” which is published on the NHS Digital website. The Hospice also has a local policy on Confidentiality which can be made available on request. 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.

All health and social care organisations are required to provide annual evidence of compliance with applicable laws, regulation and standards through the Information Governance Toolkit, https://www.dsptoolkit.nhs.uk/ providing assurance to you of how we protect your information.

All of our staff, volunteers and Governing Board of Trustees receive appropriate and on-going training to ensure they are aware of their personal responsibilities and have contractual obligations to uphold confidentiality, enforceable through disciplinary procedures.

All staff are trained to ensure they understand how to recognise and report an incident ensuring that the organisation’s procedure for investigating, managing and learning lessons from incidents.

Confidentiality Advice and Support

The Hospice has a Caldicott Guardian who is a senior person responsible for protecting the confidentiality of service users and service users information and enabling appropriate and lawful information-sharing. Further information about the role of the Caldicott Guardian is available on request.

MONITORING

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

We also monitor through CCTV cameras that are located throughout our premises. Your information is being collected and used:

• To create a safer working environment for staff, volunteers and visitors.
• To protect property belonging to Dove House, its staff, volunteers and visitors.
• To provide evidence in support of any internal or external enquiry, disciplinary proceedings or prosecution, especially if associated with the security of Dove House, criminal activity committed on hospice property, or the misuse of hospice property or equipment.
• Images will be retained as per our data retention policy. After this period the images are permanently deleted, unless they are required for an ongoing incident/investigation which has been identified (for example, if a crime has been observed and recorded or if the images have been retained while a subject access request is being processed). In such cases images will be retained for a long as necessary (for example, until the conclusion of any criminal proceedings arising from the incident).

All locations where your personal data may be captured are clearly communicated through signage.

Access to, and disclosure of, images is restricted and carefully controlled to ensure privacy of individuals, but also to ensure that the continuity of evidence remains intact should the images be required for evidential purposes.

Your Rights

You have certain legal rights:
• The right to be informed (transparency over how we use your data)
• Right of Access (Tell you if we have your data; give you a copy of your data)
• Right to Rectify (Correct your data)
• Right of Erasure (Delete your data)
• Right to Restrict Processing (Stop processing your data but not delete)
• Right of Portability (Give you your data in common, machine readable format)
• Right to Object (to direct marketing, to processing for scientific / historical research or statistics, to processing based on legitimate interests or public interest)

You also have a right to request that your confidential information is not used beyond your own care and treatment and to have your objections considered.

If we do hold identifiable information about you and you have any queries about the information we hold please contact the Data Protection Lead either by email, or in writing using these contact details:

Data Protection Lead, Dove House Hospice, Chamberlain Road, Hull, HU8 8DH. Email: info@dovehousehospice.org.uk

Complaints
Dove House Hospice aims to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring concerns to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures. Contact details for complaints regarding the processing of information should be directed to the Data Protection Lead, Dove House Hospice, Chamberlain Road, Hull, HU8 8DH. Email: info@dovehousehospice.org.uk

You can also raise a concern directly with the ICO https://ico.org.uk although our aim is to resolve your complaint swiftly ourselves in the first instance. For more information on how to make a suggestion or complaint, please see our guidance leaflet ‘Comments, Compliments and Complaints’.

DATA RETENTION

For fundraising purposes, 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.

All other data is kept according to our Data Retention Policy, a copy is available on request.

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. 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.

Cookies
Cookies are small pieces of text that are stored by your browser. Each cookie has a name and is associated with a particular site. When your browser sends a request to a site (for example, to download a page, image, or video), the computer that responds (known as a server) may tell your browser to set one or more cookies. When your browser makes further requests to the same site it sends the cookies back to the server. This allows the server to remember you as you browse the site and provide features such as shopping baskets or password-protected areas.

Managing cookies
You can block all cookies through your browser settings, but if you choose to do so some features on our site will no longer work.

First-party cookies
First-party cookies are set when you interact with our site. Your browser will only send these cookies in requests to our site.

Essential cookies
These cookies are necessary for our site to work correctly. You can block these cookies through your browser settings, but if you choose to do so some features will no longer work.

w_c
This cookie is used to remember your cookie preferences. It is created when you change your cookie preferences and expires after thirty days.

Data collected by third parties on our behalf
Spoton.net
Our Little Owls site is hosted by Spoton.net Limited (registered company number 06139437 in England and Wales). Spoton.net logs all requests in order determine the causes of reported faults and to detect and block suspicious traffic. The log records the time of the request, your IP address, the requested resource, the referring site (if specified by your browser), and your browser’s user agent string (which will usually include the name and version of your browser and operating system). Log files are deleted after ninety days.

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.

HOW TO CONTACT US

Website: www.dovehouse.org.uk
Email: info@dovehouse.org.uk
Phone: 01482 784343
Dove House Hospice
Chamberlain Road
Hull
HU8 8DH
Company Information
DOVE HOUSE HOSPICE LIMITED
A company limited by guarantee registered in England and Wales company no. 01498747
Registered office: Dove House Hospice, Chamberlain Rd, Hull, HU8 8DH
Registered charity no. 509551
Privacy / Legal

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.