At Hospice of the Valleys, we rely on the generosity and support of individuals like you. That is why we want to be completely transparent about why we need the personal information we request when you support us and how we will use it. Developing a better understanding of our supporters through their personal information allows us to make better decisions, communicate more efficiently and ultimately helps us deliver the goals in our Mission Statement.
We are totally committed to protecting your information and using it responsibly.
Please read our policy carefully to understand how we collect, use and store your information.
Hospice of the Valleys is a registered charity in England and Wales (517724),
1. Why we use your information We will only use your information where we have a legal basis to do so and will always respect your rights.
Where we use your information, it may be because you have consented to us doing so or because we consider we have a legitimate interest to do so. Where we do rely on a legitimate interest to use your information, we will always ensure that this is done in a way so as not to be intrusive or cause distress, and that respects your rights.
Other reasons may include using information because we have a legal obligation to do so or because we have to fulfil contractual obligations.
Some examples can be found below.
- You have given us your consent to use the information for a specified purpose, such as sending you marketing emails or updates about new services available to patient and their families.
- We have a legal obligation to use your information, for example to claim Gift Aid.
- We need to use your information to fulfil a contract with you, but this is unlikely to apply to you if you support us through donations or volunteering.
- We are using your information in pursuit of a legitimate interest, for example:
- To pursue our charitable purpose to deliver our mission and vision
- To raise vital funds for our work
- To ensure we meet our regulatory requirements as a charity
- To manage our ongoing relationship with our supporters and anyone we work with
- To manage our financial transactions and prevent fraud
2. How we use your information to fulfil your requests and support you
2.1 To meet your needs as a patient or carer we use your data to help inform our staff and other healthcare professionals about the best way to support your welfare and healthcare going forward. To respond to or fulfil any requests, complaints or queries you make to us. If you contact us directly, we will use the information to help us better understand your enquiry or request. This may include responding to your query or feedback, or sending you relevant information, such as health information or fundraising materials. We may also keep a record of conversations we have with you, feedback you provide and any marketing materials we send out to you. This can help us to handle queries more efficiently.
2.2 To process any donations you make, claim any relevant Gift Aid and maintain a record of your finacial contributions. This includes keeping a record of any pledges, gift agreements or any other indications that you are planning to donate to Hospice of the Valleys. We keep a record of any donations we receive for audit purposes, and HMRC requires us to keep information related to Gift Aid. We may need to use your information to prevent fraud. We may also use your information to administer any lotteries or auctions you participate in, for example, contacting you to let you know you have won a prize.
2.3 To provide you with information and support for any events, fundraising and campaigning activities or volunteering opportunities you sign up to. If you have completed a form to register or enquire about an event or activity we will consider this as a request to send you details about the event, activity or appeal.
Where you provide contact details, we will provide information and support by post, phone, mobile messaging, email, via social media, and any other channels for which you have provided your details. When you have asked for details of an event, we will send you information including, where relevant, ideas for fundraising and reminders on key information about the activity.
Where appropriate, we will use the information you provide to identify any help we can offer, specific to the activity you have signed up for and to provide necessary information to event organisers. Where this includes information about your health or other sensitive information, we will only use this information if you have consented to us doing so.
We may also receive information through event organisers or through third party websites such as JustGiving or VirginMoneyGiving so we know you are fundraising for us
2.4 To manage our recruitment. When applying for a role with Hospice of the Valleys via our website and/or through a recruitment agency the personal data you provide as part of the recruitment process will only be held and processed for the purpose of the selection processes of Hospice of the Valleys and in connection with any subsequent employment unless otherwise indicated. By submitting your personal information, you are consenting to Hospice of the Valleys holding and using it. You will be asked to provide certain information including your name, contact details, employment history and qualifications. This information is mandatory in order for Hospice of the Valleys to consider your application, communicate with you about your application and where successful, follow up with references or meet our statutory and internal monitoring and reporting responsibilities. We may also view social media profiles of applicants, such as LinkedIn, to the extent that it is relevant to your application. Unsuccessful applicant data will be held confidentially within the recruitment system for a period of two years before it is deleted in order that you can access and re-use data in future applications and we can respond to statutory reporting requests.
3. How we use your information to tell you about our work
3.1 To send you marketing commutations by email, mobile messaging, or direct message on social media, where you have agreed to receive this. Where you have provided an email, mobile phone number, or details of your social media profiles and consented to being contacted in this way, we will send you information by those channels – including by direct message through social media – covering ways to give or raise money for us, to campaign for us, to volunteer for us, updates on health information, on our research and on our wider work. This may include promoting the work of a partner organisation that we believe will benefit us and our charitable cause.
3.2 To contact you by phone and post Where it is appropriate and relevant, and you have provided us with a telephone number or a postal address, we will occasionally call or write to you to tell you about ways to give or raise money for us, to campaign for us, to volunteer for us, updates on health information, on our research and on our wider work. We do this as we consider it is a legitimate interest to promote our charitable cause and communicate with you about ways you can support us. We will not contact you by phone for marketing purposes if your number is registered with the Telephone Preference Service, unless you have agreed to receive calls from us.
3.3 To manage your contact preferences you can tell us to stop contacting you, or change the way in which we do so, by getting in touch with us using the details in the “Contacting us” section. We will keep a record of any requests to stop receiving marketing from us to ensure that we do not communicate with you in the future, unless you tell us you want to hear from us again.
3.4 To make sure we speak to you in way that is relevant to you, and to understand our supporters more broadly We try to ensure that our communications are as effective as possible so that we make the best use of the money we spend on them. This means communicating with people in different ways, appropriate to them.
On occasion, we will use information you have given us directly, for example the record of your previous donations to us and the type of activity you have been involved with, to tailor our communications with you about future activities. We will also use information about how you use our website or interact with our emails so we can make them more effective.
In certain circumstances we will use information about you from publicly available sources such as online registries, websites, media or social media, or personal introductions in order to understand more about your interests and preferences so that we can better tailor our communications – telling you about the things you are likely to be interested in or letting you know of ways to fundraise with us which is relevant to you. We may do this by looking at your career information, peer networks, demographic information, hobbies and interests or other information.
If you would prefer we didn’t use your information in this way, then you have the right to tell us to stop and can do so by getting in touch with us using the details in the “Contact Us” section.
3.5 Use any images, videos of, or other information you tell us about something you have done for Hospice of the Valleys. If you share information about the fundraising or campaigning activities you have done for us, or your personal experiences, by post, email or over social media, we may want to use this to help us promote our events and activities in the future. We will obtain the necessary permission to use this information.
4. Keeping your details up to date
We will use publicly available sources to ensure that the information we hold is accurate and up to date. For example, where you have signed up for a redirection service, we will use the Post Office’s National Change of Address database to keep in touch. We may use other services to cross-check the accuracy of the contact details we hold for you.
You can let us know if you move house or your details change by contacting us.
5. What we do if you choose to share your story with Hospice of the Valleys
Where you have shared your story about the impact a life-limiting illness has had on you, including through a survey, focus group, questionnaire, or when we are talking to you by phone or email, we will explain what the information will be used for and whether it will be held anonymously or not. If the information will be held in a way that could be connected to you personally, we will ask your permission to store and use what you tell us.
We will only use this information for the purposes explained to you at the time of collection. For example, to better understand the issues that are important to our supporters which helps shape our communications and activities. We may compare statistics related to our supporters to information about the general population, to help our understanding.
Where you provide more detailed information we may want to use this in our communications including PR and media activity, digital and social media, campaigning, fundraising materials and internal communications, to help us raise awareness of our work and Palliative Care in general.
We would never use your story without obtaining your consent first.
If a suitable opportunity arises for us to use the information you have given us we will contact you to discuss the use of your story in further detail. We will fully explain how we would like to use your information and get in touch with you each time we could like to use it outside of the organisation, so that we may obtain your fully informed consent.
Where you have given appropriate consent, we will use information about your health to send you communications which are relevant to your current health status; to better support you in an activity you are doing for us; or to ensure that we do not send you any communications or ask you to take part in any activity that would not be appropriate.
6. Sharing your information with other organisations
We will never share your information with third parties for their own purposes, unless this is explained to you at the time we collect your information, you give us your permission to, or we are legally required to do so. For example, we are legally required to provide your data to HMRC if you have agreed to us claiming Gift Aid on your behalf.
We also use suppliers known as ‘data processors’ to process data on our behalf, for example, to send out mailings. When enlisting the services of such suppliers we ensure that they are under a contractual obligation to only use your information in accordance with our instructions and for no other purposes
We have a contract through a Service Level Agreement (SLA) with Aneurin Bevin University Health Board and through them NHS Wales. This means that we will use an NHS based database to update patient’s health records. Health data can be accessed by healthcare professionals who are participating in delivering treatment, advice and support to you as a patient.
7. Transferring your information outside the EEA
Sometimes organisations who work on our behalf may manage information outside the EEA. In those circumstances, we will make sure that we have a valid reason for doing so under current Data Protection Legislation.
8. How long we keep your information
As a general rule, we will hold supporter information for a period of up to seven years from the end of your relationship with the charity in accordance with our data retention policy. In some circumstances, this will be shorter. For example, we are legally obliged to hold financial data for 6 years.
In some circumstances, this will be longer, for example, pension information of former employees. If you would like to know how long we will hold any specific information, then please contact us and we can provide further details
9. Your Rights
Under the General Data Protection Regulations (GDPR) you have the following rights:
- Information Right – the right to receive the information contained in this policy and our data collection forms about the way we process your personal data.
- Personal Data Access Right – the right to know that we are processing your personal data and, in most circumstances, to have a copy of the personal data of yours that we hold. You can also ask for certain other details such as what purpose we process your data for and how long we hold it.
- Personal Data Correction Right – You have the right to request that we correct inaccurate data or complete incomplete data that we hold on you.
- Personal Data Erasure Right – Known as the Right to be forgotten. In certain circumstances you may request that we erase your personal data held by us.
- Personal Data Restriction Right – You have the right to restrict the way we process your personal data in certain circumstances, for example if: you contest the accuracy of the data, if our processing is unlawful, to pursue legal claims, where we are relying on legitimate interests to process data.
- Data Processing Objection Right – You have the right to object to us processing your data for (i) direct marketing purposes (ii) scientific or historical research or statistical purposes and (iii) purposes of profiling related to direct marketing or based on our legitimate interests or on the performance of a task in the public interest
- Data Portability Right – you have the right to receive a copy of certain personal data or to have it transferred to another organisation in some circumstances
9.1 Right to Withdraw Consent at any time Where we use your personal information based on your prior consent, such information about your health, or where you have given us permission to send you marketing communications by email, mobile messaging and by direct message on social media, you can withdraw your consent at any time by contacting us.
If you have any complaints about how we handle your personal data, please contact us so we can resolve the issue, where possible. Read more about how to make a complaint. You also have the right to lodge a complaint about any use of your information with the Information Commissioners Office, the UK data protection regulator. Where you have a complaint about the way in which we have used your personal information in our fundraising, you can also complain to the Fundraising Regulator.
11. How we keep your information secure
We take such measure as are appropriate to ensure the confidentiality, integrity and availability of systems, which are regularly tested and audited.
We may update this policy to reflect changes in how we use your information. You may wish to check this policy each time you provide Hospice of the Valleys with your information. Where appropriate, we will provide you with notice of any significant changes to how we use your information.