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Privacy Policy

This privacy policy provides you with details of how we collect and process your personal data.

We have appointed a data protection lead to ensure compliance with this policy and all legislation surrounding data protection. If you have questions about this privacy policy or the way in which we process your data please contact:

The General Manager,
City Hospice,
Tŷ Hosbis,
Grounds of Whitchurch Hospital,
Park Road,
CF14 7BF

Tel 029 2052 4150

Email info@cityhospice.org.uk including ‘FAO General Manager’ in the subject line.

City Hospice (“we”) are committed to keeping the data you share with us safe and secure. Our aim is to be open and transparent about how we’re keeping and using your information. The details you share with us will be used to better inform what we do and make sure you’re receiving the information you want.

We keep our promises

We promise not to sell your data to any third party organisations and will only ever share it in the right legal or exceptional circumstances. Please see the section below on ‘Sharing your data’ for more information.

Having a better understanding of our supporters through their personal information allows us to make better decisions, fundraise more efficiently and, ultimately, helps us to reach our goal of providing specialist palliative care to patients in Cardiff living with incurable illness, and support to their families. We have updated our policy to make sure it is more understandable to our patients, families and supporters.

We believe that as Cardiff’s local hospice and a charity reliant on donations from the public, it is in our ‘legitimate interest’ to send marketing information about our work to people living in the city. However, we do not send this information to people who we have not had a previous relationship with (cold mailings). We do not buy or exchange data with other organisations. Where we send information by email we ensure we have received explicit consent from individuals to contact them in this way.

Our marketing communications include information about our specialist care services, fundraising, volunteering and the difference we make. If you would like to receive these communications but have not opted in please contact us on 029 2052 4150 or email info@cityhospice.org.uk

Who are we?

City Hospice is Cardiff’s local hospice. We are a registered charity (registered charity number 1023311). Our mission is to care for people with incurable illness in their own homes. We help patients stay symptom free and support them and their families so that they live life to the full and make the most of every day. Our registered address is Tŷ Hosbis, Grounds of Whitchurch Hospital, Park Road, Whitchurch, Cardiff, CF14 7BF. We have seven shops in and around Cardiff (Whitchurch, Llanishen, Cathays, Adamsdown, Ely, Penarth & Barry)

Where do we collect information about our supporters from?


You might give us your information to sign up for one of our events, tell us your story, make a donation, buy from one of our charity shops or volunteer with us. We are responsible for your data at all times.


Your information might be shared with us by independent event organisers, for example, the London Marathon or fundraising sites like JustGiving or Virgin Money Giving. These third-party organisations will only do this if you’ve said that you’re happy for them to do so. You should check their privacy policies when you provide your information to understand fully how they will use your data.

Through another organisation/company

We may receive information about you through social media and other web based platforms. Please check your privacy settings to ensure that you are only sharing information that you are happy for others to receive.

We do not buy information about you from other organisations or companies. We will not share or swap data about you with other organisations or companies.

Available through public means

We may use information about you that we’ve found in places such as Companies House and which has been published in articles/ newspapers. We may combine information you provide us with information available from external sources in order to gain a better understanding of our supporters and to improve our fundraising methods, products and services. We do not carry out automated decision making or any type of automated profiling.

Through websites and/or apps

Our website (www.cityhospice.org.uk) may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website we encourage you to read the privacy notice of every website you visit and check that they are secure sites.

Please see the section below on ‘What are cookies and how do you use them?’


When signing up for our e-newsletters, we often use an e-mail provider called Mailchimp or YLMP. In the future we may use other similar providers. This allows us to contact supporters on our database in an efficient way and means we can make our emails look more attractive for our supporters. When signing up for one of these newsletters, please be aware that these providers are able to track who the emails have been sent to, who opens them and who visits the City Hospice website as a result.

What personal data do we collect and how do we use it?

The type and quantity of information we collect and how we use it depends on why you are providing it.


If you support us, for example by making a donation, volunteering, registering to fundraise, signing up for an event or buying something from one of our shops, we will usually collect:

  • Your name
  • Your contact details
  • Your date of birth

Where it is appropriate we may also ask for:

  • Information relating to your health (for example if you are taking part in a high risk event)
  • Why you have decided to donate to us. We will never make this question mandatory, and only want to know the answer if you are comfortable telling us

We will mainly use your data to:

Provide you with the services, products or information you asked for

  • Administer your donation or support your fundraising, including processing Gift Aid
  • Keep a record of your relationship with us
  • Ensure we know how you prefer to be contacted
  • Understand how we can improve our services, products or information

We may also use your personal information to detect and reduce fraud and credit risk. We do not carry out automated decision making or any type of automated profiling.

Direct Marketing

From time to time, we will contact you by post to let you know about the progress we are making and to ask for donations or other support. We want to make it easy for you to tell us how you want us to communicate, in a way that suits you.

Our forms have clear marketing preference questions and we include information on how to opt out or opt in when we send you marketing mail. If you don’t want to hear from us, that’s fine. Just let us know when you provide your data or contact us on 029 2052 4150 or info@cityhospice.org.uk.

We do not sell or share personal details with third parties for the purposes of marketing. But, if we run an event in partnership with another named organisation your details may need to be shared. In such an event, we will be very clear about what will happen to your data when you register.

What happens if you share your story?

Some families choose to tell us about their experiences of living with incurable conditions, or the services they receive from us, to help further our work and raise awareness of City Hospice. This may include them sharing sensitive information related to their health and family life in addition to their biographical and contact information.

If we have the explicit and informed consent of the individuals, or their parent or guardian if they are under 16, this information may be made public by us at events, in materials promoting our campaigning and fundraising work, or in documents such as our annual report. We will ask you for your consent at the time we collect the information and will never use your information without your consent.

We will retain and use this information for up to two years. If, during that period, you would prefer that we ceased using the information you can contact us on 029 2052 4150 and inform the General Manager of your wishes.

How do we process patient data?

Individuals and families who receive our services will give us information so that we can provide care to you. We are responsible for your data at all times. If you are referred to City Hospice by your GP or another medical professional, they will give us your contact details so we can offer you our clinical services. We have a data sharing agreement with the University Health Board. They will only pass us the information that we need in order for us to contact and offer specialist multidisciplinary palliative care to you and your family/carers.

Patients receiving our services

If you receive services from City Hospice we will collect the following information about you:

  • Your name
  • Your contact details
  • Your DOB
  • Your medical history as required to ensure we can provide you with the best possible services
  • Your next of kin information
  • Equality & Diversity information such as race, gender etc.

We appreciate and understand that this information about you and your family is sensitive personal data. We store this data securely and it can only be accessed or processed by a limited number of authorised and trained staff.

We will use the data you give us to:

  • Administer and provide services to you and your family / carers
  • Keep a record of your relationship with us
  • Produce reports to funders / University Health Board regarding the provision of our services. These reports may include anonymised numerical statistics regarding age, gender and ethnic origin of individuals who receive services from City Hospice
  • Keep your medical records up to date, and other medical professionals involved in your care informed regarding your health condition
  • Produce anonymised teaching materials for clinical courses, teaching opportunities and conferences, and publications

How do we process children’s data?

We collect information, which can include sensitive personal data, from children who receive our children’s counselling service and aim to manage it in a way which is appropriate to the age of the child. Please see above for more information about the data we collect regarding children who receive therapy. We also collect information about children who attend any of our events or if they fundraise for us. We collect information from children who are able to give us feedback on the support they have received, e.g. improvements in their emotional wellbeing following bereavement.

We will seek consent from a parent or guardian before collecting information about children. Our events have specific rules about whether children can participate, and we‘ll make sure advertising for those events is age appropriate.

How do we keep your information up to date?

We will endeavour to keep your information up to date. Where possible we use publicly available sources to keep your records up to date; for example, the Post Office’s National Change of Address database and information provided to us by other organisations as described above.

We would really appreciate if you could let us know if your contact details change.

Sharing your data

We do not sell or share personal details to third parties for the purposes of marketing. We will only share your details with third party organisations when it’s necessary to:

  • Provide you with the services you’ve asked for (we will make sure you’re happy for us to do this before anything happens and will explain who we are sharing the data with)
  • Administer your participation in an event or fundraising activity
  • Administer a donation via providers such as Go Cardless, Stripe and Paypal
  • Comply with Health & Safety regulation

If we ever need to share data for these purposes, we will always take the utmost care, to make sure only essential data is shared, and that it’s done securely and safely.

We do not share your medical or clinical data with third parties except when it is necessary to:

  • Administer nursing or other care and support to you or a family member e.g. palliative care, bereavement support or complementary therapies, or sending updated information regarding your health to the other professionals who are involved in your care. We will ask for your consent before we send any of this information.

Exceptional circumstances

City Hospice may be required to share your details in exceptional circumstances, for example, to comply with a code of professional conduct or where legally required by the police, regulatory bodies or legal advisors.

We will only ever share your data in other circumstances if we have your explicit and informed consent.

How do we keep your data safe and secure?

We make sure that appropriate measures and controls are in place to protect your personal details. We undertake regular reviews of who has access to information that we hold, to make sure that your information is only accessible by appropriately trained staff, volunteers and partners.

Before we use any external companies to collect or process personal data on our behalf, we will do comprehensive checks. We will always put a contract in place that sets out our expectations and requirements; especially how they manage the personal data they collect or have access to.

Suppliers who run their operations outside the European Economic Area (EEA) are not subject to the same data protection laws as companies based in the UK. However, if we ever choose to use a supplier based outside of the EEA, we will make sure they provide an adequate level of protection in accordance with UK data protection law.

We do not provide external companies or suppliers with access to clinical data at any time. For more information about the circumstances in which we may share your clinical data please see the section entitled ‘Sharing your data’.

How long will we keep your data?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including the purposes of satisfying any legal, accounting or reporting requirements. We will only keep the minimum data required. We might anonymise your personal data for research or statistical purposes in which case we may use this information indefinitely without further notice to you. We keep all information in line with our Data Retention policy.

Finding out what data we have about you, how to make changes to it and asking us to stop using your information

You have a right to ask us to stop processing your personal data, and if it’s not necessary for the purpose you provided it to us for (e.g. processing your donation or registering you for an event) we will do so. Contact the General Manager on 029 2052 4150 or info@cityhospice.org.uk if you have any concerns.

You have a right to ask for a copy of the information we hold about you. There is no charge to receive this data and we must comply within 30 days. If there are any discrepancies in the information we provide, please let us know and we will correct them.

If you want to access your information, send a description of the information you want to see and proof of your identity by post to The General Manager, City Hospice, Tŷ Hosbis, Grounds of Whitchurch Hospital, Park Road, Cardiff, CF14 7BF.

What are cookies and how do we use them?

Like the majority of websites, we use “cookies” to help us make sure our site is user-friendly and operates at the highest standard. Cookies mean that a website will remember you and the information you provide. They’re small text files that websites transfer to your computer (or phone or tablet). They make using websites faster and easier, for example, by automatically filling in your name and address in text forms.

Cookies can also tell us the type of device you’re using to access our website or apps. It can tell us the settings on that device including what operating system you’re using, what your device settings are, and why a crash has happened. This information helps us understand how people are using our website and ultimately, how we can make it better.

Your device manufacturer or operating system provider will have more details about what information your device makes available to us. It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in loss of functionality when using our website.

Read our Cookies Policy here.

Policy updates

We will continue to ensure this policy is as up-to-date as possible so from time to time, we may update it.

Last updated: May 2018