St Luke’s Hospice is committed to protecting your personal data and this privacy policy states how we collect data, how we store it, and how we use it. 

In carrying out our day-to-day activities we process and store personal information relating to our service users and supporters and we are therefore required to adhere to the requirements of the General Data Protection Regulations (GDPR). We take our responsibilities under this Act very seriously and we ensure the personal information we obtain is held, used, transferred and otherwise processed in accordance with that Act and all other applicable data protection laws and regulations including, but not limited to, the Privacy and Electronic Communication Regulations.

This privacy policy applies to the websites products and services offered by St Luke’s Hospice, with the exception of our direct services with patients be they adult or children and their carers and families. These are covered by a separate Clinical services privacy notice.

The Hospice has a separate privacy notice with regard to Human Resources including recruitment.

The purpose of this policy is to give you a clear explanation about how St Luke’s Hospice collects and uses the personal information that you provide to us and that we collect. We ensure that we use your information in accordance with all applicable laws concerning the protection of your personal information

If you have any queries about this policy or your personal information please contact: the Chief Executive, St Luke’s Hospice, Grosvenor House,

How do we collect information? 

We obtain personal information from you when you enquire about our activities, register, apply to volunteer or work with us, send or receive an email, make a donation to us, ask a question about our services or otherwise provide us with your personal information. Sometimes we may obtain your personal information from third party data suppliers only if they provide the appropriate evidence that you have agreed for your personal information to be shared with other organisations.

We also gather general information about the use of our websites such as pages visited and areas that are of most interest to users. We use this information to improve our website and make it a better experience for everyone. For further information please see the cookies section below.

Occasionally we obtain publically available information such as contact information or we research information to help us perform due diligence checks to ensure we are not being abused by fraudsters or criminals posing as genuine donors or to ensure that there are no conflicts of interest from potential supporters or organisations prior to our engagement. For further information around this please see the marketing section below.

What information do we collect? 

The personal information we collect might include name, address, email address, telephone numbers, date of birth, bank account details (for setting up regular direct debit or payment information), and your family relationships to avoid duplicating communications.

Data Protection law recognises that certain categories of personal information are more sensitive. These are known as special categories of data and cover health information, race, religious beliefs and political opinions. We do not usually collect special categories of data about our supporters, (medical conditions for events).

However, we will collect sensitive data for employees, casual workers, or volunteers as part of our statutory, contractual, and management responsibilities.

How do we use your information?

We may use your personal information for:

  • Dealing with your enquiries requests and complaints
  • Processing your donations and orders made online or through our shops
  • Providing you with information about our work activities events and services
  • Complying with our legal obligations policies and procedures
  • Providing and personalising our services
  • Administering membership records
  • Fundraising
  • Conducting market research
  • Recruitment, on-boarding, and management responsibilities

Using your credit or debit card to donate or purchase through our shops 

If you use your credit or debit card to donate to us, buy something, or pay for a registration online or over the phone, we will ensure this is done securely and in accordance with the Payment Card Industry Data Security Standard. You can find out more information about PCI DSS here: www.pcisecuritystandards.org/pci_security/.

We do not store your credit or debit card details at all following the completion of your transaction. All card details are securely destroyed once the payment or donation has been processed. Only staff authorised and trained to process payments will able to see your card details.

How we protect your information?

We adopt appropriate data collection, storage, and processing practices, and security measures to protect against unauthorized access, alteration, disclosure, or destruction of your personal or transactional data stored on our website and systems.

Marketing  

Being able to communicate with you is important, as your support will help transform the lives of patients with life limiting conditions. And we believe in being open, honest and transparent with our supporters and want you to feel comfortable about your decision to give us your personal information and how we use it.

We will use the details you provide to us to communicate with you about how your support is helping us to provide services to young people and adults in our community with a life limiting illness, ensuring that patients and their families are supported with the care and compassion they need. We would also like to tell you how your support is helping and other ways you can help in the future whether that’s through volunteering, participating in events, or fundraising. From time to time we might also send you appeals asking for a donation so we can continue to raise the voluntary funding needed for our hospice.

We promise that we will only communicate with you in the way you wish us to and we will always respect your privacy. You can change your mind at any time and its quick and easy to let us know that you no longer want to hear from us by emailing enquiries@stlukes-hospice.co.uk or calling 01606 551246.  We will always respond to your wishes in a sensitive, timely, courteous and professional way.

Please be assured that we will take appropriate measures to keep your personal information safe and secure and we promise not to over contact. We will never pass your personal information on to other organisations for them to use for their own marketing purposes.

In certain instances, we collect and use your personal information by relying on the legitimate interest legal basis. This is because when you, for example, request to receive services or products from us, we have a legitimate organisational interest to use your personal information to respond to you and there is no overriding prejudice to you by using your personal information for this purpose. However, we will always provide you with the option to opt-out of hearing from us. In most instances, however, we will rely on obtaining your consent to our use of your personal information. This is the case, for example, where we seek to obtain your consent to receive email marketing from St Luke’s Hospice.  We will only communicate to you in the way you have told us.

Email/text marketing 

If you actively provide your consent to us along with your email address and/or mobile phone number we may contact you for marketing purposes by email or text message. By subscribing to St Luke’s Hospice’s emails or opting in to email communication from St Luke’s Hospice’s you grant us the right to use the email for email marketing.

Post/telephone marketing

If you have provided us with your postal address or telephone number we may send you direct mail or telephone you about our work unless you have told us that you would prefer not to receive such information or we receive a notification from the Fundraising Preference Service that you have requested marketing communications to stop. We also actively check telephone numbers against the Telephone Preference Service (TPS) and will only make telephone calls to you where your telephone number is listed on the TPS if you have specifically told us that you do not object to such calls and have consented to receive them from St Luke’s Hospice.

It’s your decision 
It is always your decision as to whether you want to receive information about our work, how we raise funds, and the ways you can get involved. If you do not want us to use your personal information in these ways please indicate your preferences on the form on which we collect your data.

You may opt-out of our marketing communications at any time by clicking the ‘unsubscribe’ link in at the end of our marketing emails or sending us an “opt-out” text message following the instructions we provide you in our initial text.

You can also change any of your contact preferences at any time including telling us that you don’t want us to contact you for marketing purposes by calling the enquiries@stlukes-Hospice.co.uk or calling 01606 551246.

Disclosures  

We will never pass your personal information on to other organisations for them to use for their own marketing purposes.

However, we may disclose your personal information in the following circumstances:

  • To third parties who provide a service to us and are data processors. This would include our trusted partners that work with us in connection with our employment /volunteering charitable purposes, and other entities that may act as fundraisers for St Luke’s Hospice, sell St Luke’s Hospice’s products or provide St Luke’s Hospice’s information and marketing (subject to your communication preferences and our internal policies and procedures). We require these third parties to comply strictly with our instructions and data protection laws and we will make sure that appropriate controls are in place. We enter into contracts with all our data processors and regularly monitor their activities to ensure they are complying with St Luke’s Hospice’s policies and procedures.
  • Where we are under duty to disclose your personal information in order to comply with law or the disclosure is ‘necessary’ for purposes of national security, taxation and criminal investigation or we have your written consent.
  • We need to perform due diligence checks to prevent money laundering from the proceeds of crime, reputational risks, and to ensure we do not engage persons that are unsuitable to work in an environment with vulnerable adults and children.

Consent from parents/guardians if you’re under 13  

We are committed to protecting the privacy of the young people that engage with us through our website and at fundraising events.

Our fundraising events also request specific information about the age of participants. Anyone under the age of 16 must obtain parental or guardian consent before participating in an event organised by St Luke’s Hospice. Children aged under 13 must obtain the consent of a parent or guardian before providing any personal information.

Vulnerable Person Policy 

Fundraising activities, public support and public trust are all essential to St Luke’s Hospice ability to achieve its overall objective of providing excellent care and compassion to young people and adults with a life limiting illness, and to those who matter to them, throughout Mid & South Cheshire.

We believe that giving to your favourite causes should be a positive experience for all, whether an existing donor or potential new supporter. Everyone should have the opportunity to donate if they are able to, but St Luke’s Hospice recognises that it is inevitable that some of the many people that we engage with through our fundraising activities will not always have the capacity, at the point of the interaction, to fully understand the nature of the donation they are being asked to give to St Luke’s Hospice, or the consequences of making that donation.

St Luke’s Hospice also understands that people in vulnerable circumstances may need further support before deciding whether to donate.

St Luke’s Hospice recognises that it has an obligation to protect those in vulnerable circumstances. Whenever we suspect that someone we engage with is lacking capacity or is in vulnerable circumstances, we will take steps to terminate the contact in a way which seeks to protect that person while protecting their dignity and having due regard for any desire they have expressed to support St Luke’s Hospice.

Whenever a fundraiser suspects that a person may be vulnerable; our approach is to immediately end the engagement. St Luke’s Hospice will provide alternative options for the individual to engage with us once the conversation has ended, thereby upholding the right that everybody has, to donate if they wish to and are able to do so.

Keeping your personal information 

We keep your personal information for as long as required to operate the service in accordance with legal requirements and tax and accounting rules. Where your information is no longer required, we will ensure it is disposed of in a secure manner

Your rights 

Under the Data Protection Act 1998 and the General Data Protection Regulation, which comes into force on May 25th, 2018, you have the following rights:

  1. The right to access your personal information
  2. The right to edit and update your personal information
  3. The right to request to have your personal information deleted
  4. The right to restrict processing of your personal information
  5. The right to object
  6. The right to lodge a complaint with a supervisory authority
  7. The right to access your personal information

You have a right to obtain confirmation that your personal information is being processed. You also have the right to request a copy of your personal information we hold.

Should you wish to exercise any of these rights, in terms of the information that we hold about you, you can make a request to see your data by completing a Subject Access Request Form which is available to download or upon request. Alternatively, please ensure you provided us with all the requested information in an alternative written format to help us locate your records.

You must provide proof of your identity by enclosing two pieces of approved identification. Your request will be processed within 30 days of receipt of your request and all the relevant information we require.

Please address requests to: the Chief Executive, St Luke’s Hospice, Grosvenor House, Queensway, Winsford, Cheshire CW7 1BH.

  1. The right to edit and update your personal information 

The accuracy of your personal information is important to us. You can edit your personal information including your address and contact details at any time. Please address requests to: the Chief Executive, St Luke’s Hospice, Grosvenor House, Queensway, Winsford, Cheshire CW7 1BH.

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect

  1. The right to request to have your personal information deleted

You have the right to request the deletion of your personal information which we will review on a case by case basis.
Should you wish to exercise these rights please address requests to: the Chief Executive, St Luke’s Hospice, Grosvenor House, Queensway, Winsford, Cheshire CW7 1BH.

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect

  1. The right to restrict processing of your personal information 

You have the right to ‘block’ or suppress processing of your personal data. However, we will continue to store your data but not further process it. We do this by retaining just enough of your personal information so we can ensure that the restriction is respected in the future. Should you wish to exercise these rights please address requests to: the Chief Executive, St Luke’s Hospice, Grosvenor House, Queensway, Winsford, Cheshire CW7 1BH.

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

  1. The right to object  

You have the right to object to your personal information being processed to marketing (including profiling) and for research purposes. From the very first communication from us and every marketing communication we send after you will have the right to object to marketing.
Alternatively, you can exercise this right by contacting: the Chief Executive, St Luke’s Hospice, Grosvenor House, Queensway, Winsford, Cheshire CW7 1BH.

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

If we process your personal information for the exercise or defence of legal claims or we can demonstrate compelling grounds that override your rights and freedoms we may not be able to fulfil your request. However, we will contact you to discuss further.

  1. Your right to lodge a complaint with a supervisory authority 

If you wish to lodge a complaint or seek advice from a supervisory authority please contact:
The Office of the Information Commissioner Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Tel: +44 (0) 01625 545 745
Website: www.ico.org.uk

Other websites 

Our website may contain links to other websites that are outside our control and are not covered by this Privacy Policy. If you access other sites using the links provided the operators of these sites may collect information from you that will be used by them in accordance with their privacy policy which may differ from ours.

Internet-based transfers 

Given that the Internet is a global environment using it to collect and process personal data necessarily involves the transmission of data on an international basis. This means for instance that data you pass to us may be processed outside the European Economic Area, although the data will always be held securely and in line with the requirements of UK data protection legislation. By communicating electronically with us you acknowledge and agree to our processing of personal data in this way.

Use of cookies

A cookie is a small piece of information sent by a webserver to a web browser which enables the server to collect information from the browser. Find out more about cookies on www.allaboutcookies.org.

Most browsers automatically accept cookies, but you can usually change your browser to prevent cookies being stored, however if you do turn cookies off this will limit the service that we are able to provide to you.  If you wish to change your cookie settings or block cookies altogether please seewww.allaboutcookies.org.

Some of these cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. The data collected is not shared with any 3rd party. The information we get through the use of these cookies is anonymous and we make no attempt to identify you or influence your experience of the site while you are visiting it. If you do not allow these cookies we will not be able to include your anonymous visit in our statistics.

We may use a variety of cookies which are designed to help improve your experience on our website:

Essential and Functional Cookies
Without these cookies certain functions of our website would not work, such as login, registration and password areas.

Google Analytics Cookies
These cookies monitor how visitors use our website. This helps us to improve the customer flow and provide additional resources for popular pages.

Third Party Cookies
These are cookies dropped onto your device by other website, for example, we host videos on YouTube.com and embed that on our site, when you click play YouTube then drops a cookie onto your device, so it knows you have watched it. This is the same for links to Facebook.com.  We do try, wherever possible, to only allow third-party cookies to be dropped onto your device from websites we trust.

Session Cookies
If you have arrived at our website by clicking on a banner advertisement for one of our services, a session cookie may be used. This cookie contains an identification number for the advertisement that you clicked on, and it helps us determine which of our adverts attracts the most visitors.

Persistent Cookies
In order to better understand how our sites are used, we may also use persistent cookies along with other information collected in our servers’ files (e.g., IP Address, referring URLs, etc). Such information is not combined with information from any other cookie. Cookies may be delivered in a first-party or third-party context.

Changes to the Privacy Policy 

We may update this policy from time to time. When we do, we will revise the updated date at the bottom of this page. We encourage our users to frequently check this page for any changes to stay informed about how we are helping to protect your personal information we collect.

If there are any significant changes in the way we treat your personal information we will contact you and we will place a prominent notice on our website(s).

This document was last updated 24th May 2018.