We are required by law to process our supporters’ information to effectively manage and account for any donations, pledges, memberships, event participation, ticket sales or sales of goods, gift aid, lottery and interactions to maintain accuracy of records and thanking you for your support.

We may also work with database marketing agencies to screen records against national deceased and gone-away, telephone preference service registers to help keep our records accurate and up to date.

Any information sourced from database marketing companies will only take place following strict due diligence procedures such as Data Privacy Impact Assessments to ensure the information that we receive is compliant with data protection laws.

Any employment information collected or requested will only be used for the purpose of recruiting, management and dismissal of employees or volunteers. Personal and sensitive information will also be used for statistical reporting but only in anonymised form to protect and respect your right to privacy.

Marketing

Dependant on the lawful basis, we may on occasions work with marketing agencies to help refine:

• Communications we wish to send out.
• Supporter preferences that help give you communications that we think will be of interest.
• To understand market trends to manage our supporter communications, engagement and fundraising practices.

We may also, from time to time, send communications of a marketing or fundraising nature that may include requests for financial support or to join our lottery membership, to support an appeal, attend an event or purchase raffle tickets or sign up to education events and/or courses.

Publicity

We may share your story in various ways, including on our social media channels, our website, during talks and presentations, in e-newsletters, newsletters and leaflets, with existing/potential funders such as Trusts and Foundations, and with the media.

We recommend you consider the feelings of your relatives/loved ones and tell them that you have allowed St Luke’s Hospice to take and use your photograph/interview as it may be used over a period of up to eight years. This may be after a patient has died.

You or your next of kin/relative/representative can contact St Luke’s Hospice at any point and ask us not to use the photograph/interview again. Please remember that once your photo or interview are published and in circulation (for example on the internet, on promotional material or in a newspaper) it may be copied and used by others. If you or your next of kin ask us to withdraw the photos/interview, we will not actively use them again and will ask others to stop doing so, but we cannot guarantee this.

St Luke’s Hospice will:

• Never share your details without your express permission.
• Comply with GDPR data protection law.
• Store your personal information (contact details, photos, interview) in a confidential and secure electronic file separate to your medical records.
• Be present and oversee all interviews and photo calls if requested.
• Manage the conduct of the media during interviews, photo calls and other activities, making sure they respect the sensitivity of the situation.
• Attempt to ensure patient’s/families’ wishes are respected at all times.
• Allow patients/families to approve relevant content prior to release by St Luke’s Hospice.
• Let patients/families know where their interview/photo is being used.
• Remove photographs/interviews from further active usage if a patient/family requests to do so by contacting our Communications Team at communications@slhospice.co.uk or 01606 551246.

Analytics

Your data may also be used for financial analysis and trend performance, profiling and segmentation purposes to satisfy our business and strategic objectives.

This may be done by enhancing the information that we hold about you or about where you live. For example, adding information or flags from census data such as council tax bands, age or household income through to wealth screening.

Profiling information in this way keeps our information up-to-date and means that we are more efficient with our fundraising efforts through cost effective, relevant, appropriate and timely communications.

Information Sharing

Information about Service Users is kept securely on our Patient Administration System. It is recognised that there will be cross over between this system and our CRM (contact relationship management) database, with the potential for a service user or their family/loved ones or other primary contacts to also be supporters in their own right.

We may from time to time communicate with service users primary contacts, by phone or post to confirm their details given and seek their consent and preferences to add them to our CRM database with the potential for supporting the hospice and furthering our care services.

St Luke’s Hospice may share your clinical information with other NHS Healthcare Service providers and Health Care Agencies for the holistic provision of care or for statistical reporting requirements. Your information will only be shared under strict guidelines to protect your privacy and right to confidentiality and to restrict the purpose(s) for which your information is used.

Any clinical data that we share with the Clinical Commissioning Groups and Lead Care Providers who we contract with for funding purposes would be anonymised and it will not be possible to identify you.

Any sharing of information is in compliance with data protection and privacy laws and where possible, we will minimise the amount of information shared or anonymise records so as not to identify an individual. These precautions and others such as data encryption and information labelling will be applied to protect your personal information.

Information about active employees and supporters, held on paper files or HR, CRM and EPOS (electronic point of sale) databases will only be shared externally with agencies that we rely on to carry out our communication activities. For example, name and address details of individuals that we wish to post information to must be sent to our print and mailing house to fulfil this purpose.

Some information will be shared with Occupational Health for the purposes of determining ability to work and undertake specific tasks, or with the Disclosure and Barring Service if applicable.

Information will also be shared internally with other departments such as volunteering.

Agencies that we work with will support us through email delivery platforms, data analysis and insight, direct marketing, external lottery management, and a range of online fundraising platforms.

Any information shared to support the furtherance of the work of the hospice is carried out under contract and with data sharing agreements or non-disclosures in place, with St Luke’s Hospice remaining in control of your information at all times.

Any external agencies that we may share your data with, would be subject to strict due diligence processes and approved completion of data privacy impact assessments.

For clarity purposes, information is never shared with any other organisation for their own purposes.

In some cases, we may need to share information about employees/workers without prior consent if there is a legal requirement to do so. For example, where they have been involved in a serious safeguarding breach that we feel presents a public risk to others, we may share their information with other agencies such as the Police, the Nursing and Midwifery Council or the Disclosure and Barring Service.

Profiling and wealth screening

At St Luke’s we are extremely grateful for donations of any size. More than 80% of our income comes from our wonderful community of supporters; from bake sales, to participation in fundraising events, gifts to our appeals, or in memory of loved ones, gifts from companies or Trusts and Foundations, customers at our retail shops, lottery members and gifts in Wills. All of this support enables us to keep going and to keep providing the support we deliver for families in our area.

Some people are in the fortunate position of being able to make large gifts and are kind enough to consider doing so. It is important for us to be able to identify which of our supporters might be able to help in this way and to develop a personal relationship with them in a way which suits the supporter.

As a fundraising organisation, we undertake in-house research and from time to time engage specialist agencies to gather information about you from publicly available sources, for example Companies House, the Electoral Register, company websites, ‘rich lists’, social networks such as LinkedIn, political and property registers and news archives.

We may also carry out wealth screening to fast track the research using our trusted third party partners.  You will always have the right to opt out of this processing. We may also carry out research using publicly available information to identify individuals who may have an affinity to our cause but with whom we are not already in touch. We also use publicly available sources to carry out due diligence on donors in line with the charity’s Gift Acceptance Policy and to meet money laundering regulations.

This research helps us to understand more about you as an individual so we can focus conversations we have with you about fundraising and volunteering in the most effective way, and ensure that we provide you with an experience as a donor or potential donor which is appropriate for you.

We believe that supporting the hospice is rewarding for donors and that it is important that we make people aware of opportunities to help fund the work of the hospice. Acknowledging the benefit to both supporters and the hospice of such philanthropic relationships, we are proud to ask for larger sums in the right way, and at the right time, from those who we identify and who then indicate that they may wish to help us with big gifts.

We pride ourselves on protecting your data and therefore advise that your data will not be shared with any third parties. In order to protect our supporters, no public acknowledgement will be disclosed if any large gifts are given (e.g. publish people’s names etc. unless consent has been given to us to do so).

If you would rather we did not use your personal data in any wealth profiling exercise we may undertake in the future, please contact our Director of Income Generation on 01606 551246.