Mary Stevens Hospice Group Privacy Notice

The newly updated privacy notice for the Mary Stevens Hospice Privacy Group

Mary Stevens Hospice Group Privacy Notice


Mary Stevens Hospice is committed to protecting your privacy and the personal data you share with us. This statement explains how we collect and use the personal information you provide to us whether online, or via phone, mobile, email, letter or other correspondence.

If you are a donor, supporter and/or customer the information we will collect will be that which we require to process your donation, purchase, gift aid donation or to keep you safe during an event.

If you are a patient, a family member related to a patient or a carer you should refer to our Patient & Carers Privacy Notice by clicking here.

If you are a member of staff or volunteer you should refer to our Staff & Volunteer Privacy Notice by clicking here.

Often people who interact with Mary Stevens Hospice Group have more than one status within the organisation meaning your data may have been collected a number of times for different purposes by different departments. Data will only be shared between the different income generation departments, including Fundraising, Lottery and Trading with your permission.

On most data collection forms within the Hospice we will ask you if you’re happy to receive information from us. If you give consent for us to send you further information we will also ask which forms of contact you are consenting to e.g. post, phone and email.

By using our website, any of our services, or providing us with any personal information we will assume you are agreeing to your information being used and disclosed in the ways described in this Notice or any of our other associated Privacy Notices.

  1. General Data Protection Regulations (GDPR)

In carrying out our day to day activities we process and store personal information relating to our supporters and we are required to follow requirements of GDPR. We take our responsibilities under this legislation very seriously and ensure the personal information we obtain is held, used, transferred and otherwise processed in accordance with The GDPR.

  1. What Personal Information Do We Collect?

Personal information is information that can be used to identify you. It can include your:

  • Name
  • Date of Birth
  • Email address
  • Address and contact details
  • Bank or credit/debit card details
  • Whether you’re a UK Tax payer so we can claim gift aid (please be assured, we do not collect information about your actual tax payments)

We collect personal information about you when you:

  • Are a patient (or are related to a patient or a carer); or
  • Are a member of staff or volunteer; or,
  • Ask about our activities, donate to us, volunteer, register for an event, engage with our social media accounts, play our lottery, sign up for our newsletter, or you otherwise give us personal information.

Where it is appropriate we may ask for:

  • Information relating to your health
  • Information relating to Mary Stevens Hospice services you wish to use
  • Parental consent if you’re under 13
  • Next of kin details
  • Security checks
  • Why you have decided to support us, although you can answer this question at your discretion, or not at all if you prefer.

If you visit our website, we may gather information about your visit, such as which pages are most visited and which events or activities are of most interest. This information can be used to help us improve our website and services, and to ensure we provide you with the best service. You won’t be identified as an individual visitor to our website. More information can be found in our Website Privacy Policy by clicking here.

We will only ever ask for information that is needed to provide the service, information or administration that you have requested.

We do not store your credit or debit card details following the completion of your transaction.   Only those staff authorised to process card payments will enter your card details.

If you are under 13 and would like to participate in an event, make a donation or get involved with Mary Stevens Hospice, we will always seek consent from a parent or guardian before we collect any personal information. When we collect information about a child or young person, we will make the reasons for collecting clear and will always explain how it will be used, in a way which is appropriate to their age.

  1. How Do We Use Your Information?

Our marketing communications include information about our future plans, events and patient care.  If you would like to receive any of this information, but haven’t said Yes to Keeping in Touch with Mary Stevens Hospice, please contact us via email at

If you are a patient (or are related to a patient or a carer) or a member of staff or volunteer you should refer to your own Privacy Notice which is linked above.

For all other we will normally only use your information:

  • To provide you with the services, products or information you’ve asked us for. In the course of our work in supporting people with life limiting conditions and providing bereavement support, we may need to collect sensitive information such as health, lifestyle, wellbeing, family information and financial circumstances.
  • In order for you to participate in one of our events or fundraising activities. We will also use the information you’ve provided to inform you with details of any prizes you win in our lottery or raffles.
  • When you volunteer or work with us. For more information please see our Staff and Volunteer Privacy Notice.
  • To process your donation to us, including gift aid. We will collect personal information from you in order to take donations and process gift aid, which legally we must keep for 7 years. If you are happy for us to claim Gift Aid on goods you’ve donated for sale in our shops, and they raise over £100 in the tax year, HMRC requires us to contact you quarterly to let you know what Gift Aid we’re claiming. If you have allowed us to claim Gift Aid back on your donation it is your responsibility to let us know if your tax status has changed when you make any further donations. You can do so by contacting or calling the Fundraising Office on 01384 377778 telling us your name, address and new status.
  • To detect and reduce fraud and credit risk. Unfortunately some people use charities for illegal purposes such as money laundering and we are required to monitor financial activity and report suspected fraud to the appropriate authorities.
  • To ensure we know your contact preferences. We will only contact you with marketing about our work, activities and campaigns with your explicit permission and consent. We will also include information about how to opt out of communications when we send you any marketing.
  • To keep a record of your relationship with Mary Stevens Hospice. It is important that we keep clear records of our relationship. We may also keep a record and your information if you send us feedback about our services, or if you give us a compliment or complaint.
  • To share your story or experience of Mary Stevens Hospice. Some people choose to tell us about their experiences to help us promote and improve our work. This may include information about their health, family, finances as well as photos/videos. This information might be shared at events, in promotional materials, fundraising campaigns, on our social media, website or in documents such as our Annual Report. We will always make sure we have explicit and informed consent from anyone who does share their experience with us, or from a parent or guardian if they are over 16. We will always keep this information safe and secure.
  1. How Might We Contact You

  • Emails and Texts. Under The Privacy and Electronic Communications Regulations we cannot send marketing information to you via text or email without your specific consent to use these channels, even if you’ve supplied your email address or mobile number to us in the past.
  • Mail and telephone marketing. It is not a legal requirement that we obtain explicit consent to contact you with marketing information via traditional mail or over the telephone if you have supplied us with your contact details and assuming we are contacting you about something which is relevant to how you’ve contacted us or supported us in the past.
  1. Sharing Your Information

We will only share your details with third party organisations when it’s necessary:

  • To provide the services or information you’ve asked for. If we did ever need to share your data for these purposes, we will always take the utmost care, making sure only essential data is shared and that it is transferred securely and safely. We will always make sure you’re happy for us to do so and will explain who we’re sharing your data with e.g. your local council; to administer your participation in a fundraising event or activity; to comply with health and safety regulations.
  • Through a legal obligation, such as to the police or a government body; to enable us to enforce or apply our terms and conditions or rights under an agreement; to comply with the nurses’ or counsellors codes of professional conduct, or to protect us in the case of suspected fraud or defamation.

We may share your information with our data processors. These are a very small number of trusted partner organisations that work with us in connection with our charitable purposes and to help us raise funds.

Our trusted partners are required to comply with The GDPR and are only allowed to process your information in strict compliance with our instructions. We will always make sure appropriate contracts and controls are in place and we regularly monitor our partners to ensure their compliance.

The various areas of the Hospice Group (Hospice, Trading and Lottery) do not share your information with Fundraising unless you have given your consent for them to do so.

  1. Keeping Your Information Safe

It is very important to Mary Stevens Hospice that we have appropriate measures and controls in place to protect your personal details. We regularly review our systems at a Senior level, to ensure we only store necessary information, that all information is secure and protected and that information is only accessible by appropriately trained staff, volunteers and partners.

Although the information we store and process stays within the UK, suppliers who have servers outside the UK are not always subject to the same data protection laws. However, we would always take steps with the aim of ensuring that your privacy continues to be protected as outlined in this policy.

  • We will keep your information for as long as required to enable us to operate our services and will not keep your information for any longer than is necessary.
  • We will consider legal obligations, tax and accounting rules when determining how long we should retain your information.
  • When we no longer need to retain your information, we will ensure it is securely disposed of, at the appropriate time.
  1. Keeping Your Information Up To Date

We aim to ensure that all information we hold about you is accurate and, where necessary, kept up to date. If any of the information we hold about you is inaccurate and either you advise us, or we become otherwise aware, we will ensure it is amended and updated as soon as possible.

  1. Your Rights

You have the right to:

  • Request a copy of the information we hold about you
  • Update or amend the information we hold about you if it is wrong
  • Change your communication preferences at any time
  • Ask us to remove your personal information from our records
  • Object to the processing of your information for marketing purposes
  • Raise a concern or complaint about the way in which your information is being used
  1. Further Information

If you wish to know more, have any queries about this Notice or wish to have your contact details removed from our database, please contact us at:

Privacy Officer (Gerry Crow)

Mary Stevens Hospice

221 Hagley Road



West Midlands


Call: 01384 443010


If you have any concerns or complaints about how we are handling your data please do not hesitate to get in touch.

You can also contact the Information Commissioner’s Office and can find information on how to do this at