Privacy notice

This notice covers our overall approach to data protection and privacy and is supported by a number of additional and specific privacy notices covering patients, supporters, volunteers, employees and our website terms and conditions.


At St Barnabas House and Chestnut Tree House, we are committed to protecting your information and privacy, and using your personal data only in the ways which you would expect.  This notice sets out how we aim to repay the trust you have shown by sharing your personal data with our charity.

What is personal data?

Personal information is data that can be used to identify you.  It can include your name, email address, postal address, date of birth, telephone number, credit or debit card details, medical and health information.

How do we collect information?

We collect personal information if you:

  • are referred to us as a patient, carer or family member;
  • register with us – for example for our events and lottery;
  • order products from us through our online shop;
  • make a donation to us;
  • give goods to our shops with Gift Aid;
  • volunteer for the hospices;
  • are employed by the hospices;
  • attend our educational training.

How do we use your information?

We use your personal information to give you the care, services, information or products you ask for.  We also use your information for administrative purposes, for example, as legislation dictates for Gift Aid, lottery memberships, direct debits, volunteering and employment matters, etc.

If you are a supporter, you can choose to receive occasional fundraising and promotional information suited to your interests.

Your personal information is not shared with third parties (for their own purposes) or used in any other way (other than described in this policy or as required by law) unless you agree.

We use the information you give us to understand your interests and preferences to make sure you are receiving the correct information relevant to you and that you have requested.  This information is not shared with any other third parties.

We reserve the right to share your personal information if we are legally obliged to.

No data transmission via the internet is ever 100% secure and, while we will do our utmost to protect your personal information, we cannot guarantee the security of any information you transmit to us and you do so at your own risk.  We do however use strict policies and procedures to prevent any unauthorised access.

How do we protect your personal information?

The databases that we keep our patient, supporter and other information on are held securely within our IT network and are not sold to, traded or shared with any other organisations to use for their own purposes.  For example, patient information is shared with GP surgeries, hospital teams, District Nurse teams and ECHO as required, with your consent.  Further examples include where direct debit information is shared with our bank and Gift Aid information is shared with HMRC.

Right of access

You can ask us at any time what information we hold about you, including where and when we obtained it, why we are keeping it and what we are using it for.  This is called a ‘subject access request’ and you can make one by contacting us.

Putting you in control

If you receive communications or contact from the hospices and you want to change or stop this, you can contact us at any time and we will action your request.  If you request no communications, there are still some circumstances in which we may be obliged to contact you.  For example, if you are receiving care or support services from us or, for example, if you use our online shop, we may need to get in touch with you for administrative purposes about the services or products we supply to you.

Sometimes people ask to be removed from our databases.  However, we may not be able to completely delete all your information from our systems as there are some records we must keep for legal and regulatory purposes.  These include, for example, case files from our care and support services, sales records, Gift Aid records, ‘do not call’ lists and complaint files.

We also endeavour to make sure our records are as accurate and up to date as possible.  To do this, before we contact supporters, we may check the information we have against third party databases to make sure it is still correct.  We reserve the right to contact you if we have reason to believe that your details are out of date but we will only do this if it is for your benefit.

We reserve the right to amend this privacy notice at any time.  If we do, we will post the change on our website and social media and you will be deemed to have accepted such changes, unless you tell us otherwise.

Getting in touch

If you have a comment, concern or complaint about the way your personal information has been used, please contact us to let us know so that we can put it right or answer your questions.

Thank you for taking time to read this privacy notice.

Further information on privacy notices

Website and social media terms and conditions