Privacy Policy

We collect different personal information on different occasions you have contact with us but this might include your name, address, telephone number, email address, IP address, information regarding what activity you have shown interest in or the pages you have accessed on our website.

We note down, if we are aware, when you have a personal connection to the hospice because you or a loved one of yours have used our services. We assure you that the detail of patient’s medical information is stored on a safe, secure and separate database which is never accessed by anyone other than the Care Teams and patient identifiable medical information is never shared not even with other parts of the Havens Hospices organisation. If we are not aware of your connection this is only because the information has not been shared with us by you.

o Through meeting you face to face or over the telephone

o When you give it to us via a donation, a registration form, our website or through letters you send us

o Through application forms, letters or CVs when you apply for a role as a volunteer

o When you use our any of our services

o When you volunteer or attend events

o From the public domain; even if you have not directly given us your information we might already know something about you because our patients, staff and volunteers are mostly local and might know you through mutual friendships, clubs, churches or as neighbours. We might then contact you with information about special events being held to support Havens Hospices which we have discovered you might have a special interest in e.g. classic car shows, golf days, sponsored walks

o From publically available sources like post code areas, Companies House, social media sites such as Linkedin and Facebook

o We want to thank you for your interest in Havens Hospices and stay in touch with you in case you feel able to support us in the future too

o As a provider of hospice care we only receive a small amount of funding from the NHS so we have to raise all the other funds needed to run Havens Hospices from the donations of supporters like you and we want to inform you of ways you can continue to support us financially

o We want to keep you up to date with our services so that word spreads and more people benefit from our services and support our services in the future

o If you are a volunteer in any capacity we will collect your information as part of our recruitment process and this will be used to ensure you have the correct qualifications for your role, for checking your employment status, for contacting you about events or sending letters of thanks

o Sometimes we legally have to ask you for certain personal information e.g. when processing Gift Aid.

o Volunteers of Havens Hospices that are subject to a confidentiality clause in their volunteer contracts

o Third party service providers we use for the purpose of completing a specific task such as sending bulk mailings or making telephone calls. We only share the personal information necessary to deliver the service and we have contracts in place that require third parties to keep your personal information secure and not to use it for anything else.

o If you donate goods to our shops and allow us to benefit from Gift Aid then we will enter your name, address, and postcode on to our electronic cash register system provided by www.nisyst.co.uk. Nisyst collect data from our tills and provide this to us on request. This information is legally required for the purposes of claiming Gift Aid and we send this information to the HMRC.

o Secure payment providers www.paypal.com, www.worldpay.com, www.blackbaud.com and www.rapidataservices.com collect personal financial information if you use credit or debit cards for registering for events or regular gifts via our website. This personal financial information is not shared with us or retained on our database.

o If you are a supporter or volunteer your personal information is entered onto our supporter database and this is hosted and supported by www.blackbaud.com and our data is stored in a datacentre in the EU.

o If you are an employee or volunteer that works with our patients then we will share your personal information with the Disclosure & Barring Service, in line with our Safeguarding Policy. www.gov.uk/government/organisations/disclosure-and-barring-service

o If you sign up to our Weekly Draw we use a company called www.sterlinglotteries.co.uk to collect your personal and financial information. Sterling lotteries pass the financial information to www.rapidataservices.com to undertake the transactions.

o We will share your information with law enforcement authorities if we are required to release your personal information by law due to a court order or for the prevention of fraud or other crime

o If you are a volunteer and any future employer of yours requests a certificate of volunteering, then we will seek your consent before sharing your personal information.

We will tell you how we collected any personal information about you and you have the right to see what personal information we have and the right to tell us not to keep it. You can do this using the contact details above.

Data protection law recognises ‘sensitive personal data’ or ‘special categories of data’ covering health information, race and ethnicity, religious or philosophical beliefs and political opinions, among other things.

We do not collect these types of information unless there is a clear reason to do so. For example where we have a duty to carry out appropriate checks for volunteers for safeguarding purposes or where we collect health information to ensure we can care appropriately for participants in an event or activity (health information will only be held for the duration of the event and destroyed after the event).

If we collect these types of information we will make it clear to you what our legitimate interest is and any other legal grounds for processing this information.

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:

We have a contractual obligation when processing data relating to any subscriptions, purchases and events you have booked and for the selection of winners from our weekly draw.

We have a legitimate interest when balancing the interests of Havens Hospices needs to fundraise against your rights and freedoms and considering your reasonable expectations about how your personal information is used including:

If you have given a gift or taken part in an event we believe you have the reasonable right to be thanked and updated on how your money was used and the impact that has made.

If you have not directly told us yourself that you want to receive a communication from Havens Hospices we will consider carefully whether on balance, we feel it is legitimate to contact you. We use a ‘legitimate interest assessment’ every time for:

o Mailing information we think you might be interested in based on your previous engagement with us

o Mailing information such as our bi annual newsletter or impact report

o Using profiling activity* to better tailor any requests we make of you so that they reflect your

specific interests and so that any funding requests are at an appropriate financial level

Informing you of the fundraising needs of Havens Hospices and asking for your support using the channels you have indicated previously (e.g. email, telephone)

We use a legal obligation as the basis for processing any legally required activity such as Gift Aid returns to HMRC.

However, you are in control of your information and the information we send you and can make changes at any time. So every time you hear from us we’ll give you the chance to change the information you want to receive from us and when – we call this ‘continuous consent’. If you tell us you do not want to hear from us, then we promise not to contact you. You are in charge!

Your ‘Continuous Consent’ means we know you’re happy with the information you receive from Havens Hospices. But if you need to change something or want us to stop, you can do this at any time. You can change your preferences by visiting our website www.havenshospices.org.uk/update, or call us on 01702 220310, or email us on changeme@havenshospices.org.uk

o To tell you about the difference your gifts make and what it enables us to do

o To ask if you will help us again in the future by giving another gift, volunteering or using our charity shops

o To tell you about our fundraising events or those organised on our behalf, especially those that we think you might have a special interest in

o To invite you to our memorial services to remember loved ones

o To process a donation you have made

o To process orders you have submitted

o To carry out our obligations arising from any contracts entered into by you and us

o To provide appropriate support if you are participating in an event (e.g. contacting your next of kin if we have permission to do so)

o To deal with your entry into a competition or our weekly draw

o To send communications you have requested

o To better tailor any requests we make of you so that they reflect your specific interests and so that any funding requests are at an appropriate financial level

Unless you say otherwise, we will retain your personal information on a range of secure databases and continue to supply you with the communications you have requested from us for two years, unless you request otherwise.

However, if we have not had any response from you within those two years we will archive your data record and remove all your personal data except that which we are legally required to hold to fulfil our statutory obligations (e.g. regarding Gift Aid).

Under data protection law, you have rights including:

Your right of access - You have the right to ask us for copies of your personal information. For Subject Access requests relating to your personal information caldicottguardian@havenshospices.org.uk

Your right to rectification - You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. If you just want to change the personal information you have provided to us at any time then please visit our website www.havenshospices.org.uk, or call us on 01702 220310, or email us on changeme@havenshospices.org.uk

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing - You have the right to object to the processing of your personal data in certain circumstances. For our patients, we are fully compliant with the National Data Opt-out policy.

Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you. Please contact us at dataprotection@havenshospices.org.uk if you wish to make a request.

Profiling activity means, as we aim to keep our fundraising costs low, we use a tailored and relevant approach. To do this we use personal information you have given us yourself or personal information which we locate in the public domain through desk or online research (including social media, geographic and demographic information, news articles etc) so we can send you communications offering you things we think you may be interested in (e.g. if you took part in a bike ride we might send you information about the next one). We also use profiling activity for wealth screening to try to make our financial ‘asks’ at an appropriate level. You opt out of your personal information being used for research and wealth screening at any time, or you can ask for an explanation of what we do using the contact details above.

If you are aged 16 or under and want to take part in an event, make a donation or get involved with us we must see permission for this from your parent or guardian first before you can give us your personal information.

When we collect personal information from anyone 16 or under we will make it clear why we are collecting this personal information, how it will be used and we will ensure any further communication is age appropriate.