Privacy and Data Protection Statement

Introduction:

Here at St Andrew’s Hospice Ltd (Grimsby) we are committed to protecting your privacy. This privacy and data protection statement explains how we collect and use the personal information you provide to us, whether this is through an interaction online, by telephone, mobile phone, text, email, letter or even a face to face conversation.  

By using our website, any of our services or, providing us with any personal information we will assume you are agreeing to your personal information being used and disclosed in the ways described in this statement. We will explain below what to do if you don’t want us to contact you.

Definitions

Click here for a glossary of definitions contained in this statement.

  1. Who We Are
  2. Data Protection Legislation
  3. What personal information do we collect?
  4. Where do we collect your data from?
  5. How and why do we use your data?
  6. General Information
  7. Credit, debit card and standing order payment information
  8. Information sharing and disclosure
  9. The accuracy of your information
  10. Under 16s
  11. Vulnerable circumstances
  12. Storing your information
  13. Our website
  14. Cookies
  15. Changes to the statement
  16. Your rights

1. Who We Are?

St Andrew’s Hospice is a not-for-profit company (REG: 2710865) and a registered charity (No. 1011117 England). We also operate a trading subsidary: St Andrew's Hospice (Trading) Ltd (REG: 02775647). This statement covers activity relating to both entities.

The hospice is based in Peaks Lane Grimsby and, for almost 40 years has provided free care for anyone with a wide range of progressive life-limiting conditions, including cancer, Motor Neurone disease, cardio-vascular diseases, Multiple Sclerosis and Parkinson’s disease. This care is available in a range of settings, from overnight stays and respite to out-patient visits. As well as nursing and medical care, we offer practical advice, emotional support and a comprehensive wellbeing programme. Our chaplain is on hand for those who want spiritual care, and our support extends to families and carers too. At the hospice itself, we offer overnight stays and respite, symptom control, rehabilitation and terminal care, as well as other services such as counselling, complementary therapies, lymphoedema clinics, physiotherapy and bereavement support.

We employ about 144  staff and supported by hundreds of our incredible volunteers. We provide 24-hour care, seven days a week. It currently costs £5.3 million a year to run the hospice, and only 18% is funded by the Government; we rely on the generosity of the public and our trading activities to fund much of the rest.

Each year, we provide care and support for more than 500 patients, both adults and children, and their families, friends and over 200 carers. We have twelve en-suite adult rooms and four rooms for children for overnight stays, and there is accommodation available for families to stay in too. St Andrew’s is also home to a special temperature-controlled bedroom, designed for children to stay with us following death until their funeral, allowing families to say farewell in their own time and in comfort, with staff on hand to provide support and advice.

Should you wish to contact us or to find out more:  

Call: 01472 350908 or email: hello@standrewshospice.com

If you have any questions or queries about this Privacy and Data Protection Statement, please contact our Data Protection Officer, Geoff Jago, using the address and contact details at the end of this statement.

2. Data Protection Legislation

In carrying out our day to day activities we process and store personal and we are therefore required to adhere to the requirements of the General Data Protection Regulations 2018 (GDPR).

We take our responsibilities under these acts very seriously and we ensure the personal information we obtain is held, used, transferred and otherwise processed in accordance with current legislation and all other applicable data protection laws and regulations including, but not limited to, the Privacy and Electronic Communication Regulations (PECR)

Personal information and data stored in the various databases that we operate is only accessible to appropriately trained staff and volunteers who need to process your personal information as part of their role. We use security technology including firewalls and encryption to safeguard personal data and have procedures in place to ensure that paper and computer systems and databases are protected against unauthorised disclosure, use, loss and damage.

3. What personal information do we collect?

There are a number of occasions when we will collect information from you these include:

Basic Information

This includes your name, email address, postal address, telephone numbers, contact details and date of birth.

We collect information about the donations you make including how much, when and, if known, your reasons for donating.

Information for Gift Aid (where applicable to the transaction)

We also collect information about whether you are a UK tax payer (if relevant to the interaction/transaction), so that we can claim Gift Aid which provides a very valuable addition to the funds we receive (however please be assured that we do not collect information about your actual tax payments or anything more detailed just whether you are a tax payer or not).

Sensitive Personal Information

In general interactions, we do not usually collect “sensitive personal information” about you unless there is a clear reason for doing so, such as participation in an event where we need this information to ensure we can provide appropriate facilities for you or to be aware of a particular requirement.  We may collect health information if you tell us about your experiences of the Hospice (for example, if you act as a case study for us); however, we will make it clear to you when collecting this information as to what we are collecting, why and how we will use it; we will seek your consent in specific terms so that we only use your information in accordance with your wishes. If you are a patient of the hospice then it is likely that we will collect sensitive information from you; more information can be found about this in our clinical brochure.

Event-specific information

We may also ask you for information when attending our events. This is so that we can cater for your needs and to ensure that events are safe and legal. For example:

  • If you want to come to a catered event we will need to know your dietary requirements
  • If you are running a marathon or 10km for us we will ask for your t-shirt size so that we can provide you with a Hospice running vest.
  • If you are undertaking a challenging event on our behalf we may need particular information to ensure we keep you safe

Information about volunteers

As appropriate for the volunteer role, we may ask for information such as:

  • emergency contact information
  • contact details for referees
  • your interests, experience and relevant qualifications
  • your driving licence record
  • any previous convictions
  • your DBS (Disclosure and Barring Service) information
  • relevant medical conditions
  • if you have been bereaved in the past 18 months

We collect this information so that we can give you a volunteer role that’s suitable for both you and ourselves and so we can support you to do this role.

Information about staff

As appropriate to the role we will collect a range of information, this also applies to applicants who do not go on to be employed by the hospice – more information can be found about this relationship in our HR statement.

4. Where do we collect your data from?

In most cases we collect data about you when you give it to us. We may collect personal information about you when you:

  • enquire about our activities / register for, or, attend an activity or event
  • make a donation to us, either through our website, a donation of goods to our shops or to our fundraising department
  • engage with our social media
  • play our lottery, play a raffle
  • book an appointment
  • or otherwise give us personal information. 

We also collect data about you from other sources such as Just Giving, Every Day Hero, through text giving and, occasionally, third parties who pass on donations you make to us. We may also collect information about you from social media when you interact with us on these platforms.

In order to keep our data accurate we may screen our database against public registers.

We may make use of profiling and screening methods to produce relevant communications and so provide a better experience for our supporters. Profiling can help us target our resources more effectively through gaining an insight into the background of our supporters and helping us to build relationships that are appropriate to their interests and their interests in aspects of our work. This profiling is usually achieved through a filter or query on our database so, for example, a local event may be more attractive to those in the locality, or, a previous participant may be interested in a particular event.

5. How and why do we use your data?

Where we have your consent we will use your data

  • To send you direct marketing e.g. an email about our Sparkle Walk or Scarefest event. This may be via email, postal mail, SMS or telephone depending on what consent you have given us
  • To provide you with the services, products or information you have previously consented to
  • To invite you to participate in surveys or research.

We have a legal obligation to use your data

  • To claim GiftAid (this involves sharing your information with HMRC)
  • For the purposes of fraud prevention (regrettably some people target charities for illegal purposes such as money laundering and, quite rightly, we are required to monitor financial activity and report suspected fraud to the appropriate authorities).

To comply with our obligations as a charity we take reasonable and appropriate steps to know who our donors are, particularly where significant sums are being donated.  This means that we may conduct research, including accessing information which is already publicly available to ensure it would be right for us to accept support whether that is from an individual or organisation.  This will help to give assurance that the donation is not from an inappropriate source and to safeguard our reputation.  This does not mean that we will look into every donation, or that we will research lots of personal and other details about every donor.  Any information we do collect for this purpose will only consist of what is necessary for us to meet these requirements and will be processed in line with your rights; as you can imagine this is a very rare occurrence however we are duty bound to comply with legislation around money laundering and similar issues.

It is in our legitimate interest to use your data

  • to process/ acknowledge any donation(s) we may receive from you
  • for internal record keeping, such as the management of feedback or complaints 
  • to analyse and improve the services we offer
  • to check on your preferences from time to time to ensure they are up to date
  • to make contact with you for administrative purposes
  • to send you direct marketing about ways in which you have supported the Hospice previously and where you have not asked us not to contact you. For example, if you made a donation to our ‘Light up a Life’ appeal, we may write to you to let you know about it the next time unless you tell us not to.

We do this because we believe it is necessary for our legitimate interests and because our supporters are so very important to St Andrew’s Hospice we wish to ensure that information concerning their support is recorded accurately and used to keep a proper account of the dealings we have with them.  We also wish for supporters to be kept informed about the work of the Hospice where requested.

We use your data to fulfil a contract e.g.

  • to send or deliver you the items you have ordered through our shop / eBay shop etc
  • if you play our lottery or enter a raffle or competition.

We may also send you service communications via e-mail, text or social posting, for example when you create a fundraising page on our website, place an order for goods or services, or if you have made a donation online or by text.

6. General information

If you have asked us not to contact you we will retain your details on a suppression list to help ensure we do not continue to contact you for marketing purposes.

Your information may be used to ensure that St Andrew’s Hospice complies with the Fundraising Regulator’s Code of Fundraising Practice, which stipulates that we must take steps to assess and manage risks to our work and reputation with regard to certain levels of donation. More details can be found at www.fundraisingregulator.org.uk.

7. Credit, debit card and standing order payment information

If you are making a payment to us we may also collect your bank account details and credit/debit card details depending on the method you wish to use

We do not store your full credit or debit card details following the completion of your transaction.  

All card details and validation codes are securely destroyed once the payment or donation has been processed.  Only those staff authorised to process payments will be able to see your card details.  

If we receive an email containing any credit or debit card details, it will be immediately deleted, no payment will be taken and you will be notified about this.  

If you set up a standing order with us, either to make a donation or play our lottery, we will ask for your bank account details. These will be sent to your bank. They will be stored securely at the Hospice.

To process ‘one off’ payments made through our website we use a third party called Blackbaud Merchant Service (BBMS). BBMS may use, retain and disclose your personal information as set out in their privacy policy , including  transferring your data outside of the European Economic Area (EEA).  Where such transfer occurs, BBMS ensure your data is adequately protected under UK data protection.

To process regular payments made through our website we use a third party called RSM 2000 Ltd.  They may use, retain and disclose your personal information as set out in their privacy policy, including  transferring your data outside of the European Economic Area (EEA).  Where such transfer occurs, RSM 2000 Ltd ensure your data is adequately protected under UK data protection.

To process payments made over the phone or via direct mail we use BBMS and a third party called Worldpay (UK) Limited. Worldpay (UK) Limited may use, retain and disclose your personal information as set out in their privacy policy, including transferring your data outside of the European Economic Area (EEA).  Where such transfer occurs, Worldpay (UK) Limited ensure your data is adequately protected under UK data protection law. http://www.worldpay.com/uk/privacy-policy

8. Information sharing and disclosure

We will not sell or swap your information with any third party.

We may share your information with our data processors. These are trusted partner organisations that work with us in connection with our charitable purposes. All our trusted partners are required to comply with UK data protection laws and our high standards and are only allowed to process your information in strict compliance with our instructions. We will always make sure appropriate contracts and controls are in place and we regularly monitor all our partners to ensure their compliance.

We may disclose your personal information to third parties if we are required to do so through a legal obligation (for example to the police or a government body) to enable us to enforce or apply our terms and conditions or rights under an agreement or to protect us, for example, in the case of suspected fraud. 

9. The accuracy of your information

We aim to ensure that all information we hold about you is accurate and, where necessary, kept up to date. If any of the information we hold about you is inaccurate and either you advise us or we become otherwise aware, we will ensure it is amended and updated as soon as possible. 

10. Under 16s

If you are aged 16 or under and would like to participate in an event, make a donation or get involved with us, we must ensure that we have your parent/guardian’s permission before receiving your personal information.

When we collect information about a child or young person we will make it clear why we are collecting this information and how it will be used. 

11. Vulnerable circumstances

We recognise the importance of protecting our vulnerable supporters and follow the guidance issued by the Institute of Fundraising on treating donors fairly. We believe this helps to support our staff and fundraisers who come into contact with supporters in providing high-quality customer care, ensuring anyone donating to us is in a position to make a free and informed decision

12. Storing your information

We take great care to ensure that your data is kept secure at all times. Data is only accessible to appropriately trained staff and volunteers. 

Although most of the information we store and process stays within the UK some information may be transferred to countries outside the European Economic Area. This may occur if, for example, one of our trusted partners’ servers are located in a country outside the EU. These countries may not have similar data protection laws to the UK, however, we will take steps with the aim of ensuring your privacy continues to be protected as outlined in this privacy statement. 

We will keep your information for as long as required to enable us to operate our services but we will not keep your information for any longer than is necessary. We will take into consideration our legal obligations and tax and accounting rules when determining how long we should retain your information. When we no longer need to retain your information we will ensure it is securely disposed of, at the appropriate time. 

13. Our website

For more information click here.

14. Cookies

We use cookies to help track and monitor the usage of our website. We use Google Analytics for our web analytics. 

For more information, click here.

15. Changes to the statement

This statement replaces all previous versions and is correct as of April 2018. We will regularly review and update this Privacy and Data Protection Statement and will update, modify, add or remove sections at our discretion.  Any changes will be updated through an announcement on our website and your continued use of our website, any of our services and/or the continued provision of personal information after we have posted the changes to these terms will be taken to mean you are in agreement with those changes.

16. Your rights

You have the right to:

  • be informed about the collection and use of your data
  • request a copy of the information we hold about you (right of access)
  • update or amend the information we hold about you if it is wrong (right of rectification)
  • change your communication preferences at any time or withdraw consent
  • ask us to remove your personal information from our records (right of erasure)
    (Please note that we are only able to do this if you have not made a gift aidable donation to us in the last six years and do not play our lottery or actively volunteer.)
  • object to the processing of your information for marketing purposes or statistical and research purposes (right to object)
  • restrict the processing of your data
  • have your data provided to you in a common, machine-readable format
  • raise a concern or complaint about the way in which your information is being used and restrict processing.

If you wish to find out more about these rights, or obtain a copy of the information we hold about you, please contact:

The Data Protection Officer,
St Andrew’s Hospice,
Peaks Lane,
Grimsby,
North East Lincolnshire

Call: 01472 350908 or email: hello@standrewshospice.com

If you have any concerns or complaints about how we are handling your data please do not hesitate to get in touch by (see ‘How to contact us’).  You can also contact the Information Commissioner’s Office and can find information on how to do this at www.ico.org.uk

Last updated September 2018