Pilgrims Privacy Statement

Page last reviewed: February 2026

Patients & Individuals Accessing Care and Support Services

We are committed to protecting and respecting your privacy as a patient or person accessing care and/or support. The same commitment applies to a patient’s family member or carer.

This Policy sets out the basis on how any personal data we collect from you, or that you provide to us, or that we obtain about you, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

This Privacy Policy notice explains the following:

What information Pilgrims Hospices may collect about you
How we will use any information we have collected from you
When Pilgrims will share your information with others
Your rights under data protection legislation
What to do if you are unhappy with how we use your data

We are committed to safeguarding your personal information. Whenever you provide this information, we are legally obliged to use your information in line with all laws concerning the protection and security of personal information, including the UK General Data Protection Regulation (UK GDPR), the Data (Use and Access) Act 2025, the Data Protection Act 2018 and the Privacy & Electronic Communications (EC Directive) Regulations 2003.

How do we collect information?

We obtain personal information from you when a referral into our services is made. This can be a healthcare provider, or a self-referral into our Wellbeing services. When we obtain your personal information from third party data suppliers, we request evidence that you have agreed for your personal information to be shared with Pilgrims Hospices and/or other healthcare providers.

The primary legal basis for the Hospice to process your personal data is under Article 6(1)(f) of the UK GDPR. Processing your data is necessary for the purposes of the legitimate interests pursued by the Hospice in providing end of life care support and services in our local community and within our Hospice or by another third party associated with us.

What information do we collect?

The personal information we collect might include:

Your name
Contact address
Email address(es)
Telephone number(s)
Date of birth
Gender
Next of Kin details
Records of your correspondence with us
Any information you may choose to share with us

Data Protection law recognises that certain categories of personal information are more sensitive. These are known as ‘special categories of data’, and cover health information, race, religious beliefs and political opinions. In order to provide the best service to our patients, and their loved ones, we often collect these categories of data.

Patient Data Sharing

Pilgrims Hospices are one of the partner organisations to the Kent and Medway Care Record (KMCR). The KMCR is an electronic care record which links your health and social care information held in different provider systems, to one platform. This allows health and social care professionals who have signed up to the KMCR to access the most up to date information to ensure you receive the best possible care and support by those supporting you. In order to enable this sharing of information, organisations who use the KMCR have agreements in place that allow the sharing of personal and special category data.

For further information about the Kent and Medway Care Record and the ways in which your data is used for this system please click here

In addition, we may share your information, subject to strict agreements on how it will be used, with the following organisations:

Your GP practice
NHS Trusts / Foundation Trusts (e.g. hospitals, other ambulance trusts, out-of-hours services such as 111)
District Nursing teams
Clinical Commissioning Groups / Integrated Care Board
Social Care Services
NHS Commissioning Support Units
Independent contractors such as dentists, opticians, pharmacists
Private sector providers (e.g. oxygen suppliers, wheelchair providers)
Funeral directors
Security services
Voluntary sector providers
Health and Social Care Information Centre (HSCIC)
Local Authorities
Charities (e.g. other local hospices, where your care crosses providers)
Education services
Fire and Rescue Services
Police and Judicial Services

In most circumstances you will be informed who your data will be shared with and, in some cases, asked for explicit consent for this to happen.

In exceptional circumstances, disclosing your data may be required by law, for example to government bodies and law enforcement agencies.

How do we use your information?

We may use your personal information for:

Sharing relevant information relating to diagnosis, treatment or support across our multi-disciplinary teams to ensure all are updated for continuity of care.
Keeping patient representatives, such as Next of Kin and family members, informed.
Sharing information with external health and social care providers, where appropriate.
Auditing and quality assurance purposes.
Providing information about our bereavement support services to family members and friends.
Research, evaluation or educational projects, to improve not only our services, but end of life care practices across the country.

We may also process personal data where it is in the public interest to do so (for example, a notification of infectious diseases (NOID) that need to be reported to the Local Authority health protection team).

We always gain informed consent from individuals before they are inducted into a research, evaluation or educational project. Data is encrypted or anonymised so that no recognisable personal information is released or reported.

In some circumstances where clinical data is used for educational, research or evaluation purposes, informed consent may not be possible. Patients have the option to opt out of their data being used in this way. Further information is available here: https://www.pilgrimshospices.org/wp-content/uploads/2022/02/21-21092-Data-Confidentiality-Leaflet_DIGITAL.pdf.

Pilgrims Hospice participates and contributes to efforts by the NHS to use your information in an anonymous and safe way to:

protect the health of the public
help us anticipate, plan and provide care
audit, review, monitor and evaluate the quality of services provided.

Information used for these purposes will not identify you but if you would like further details about this, or if you do not want us to use your information in this way, please contact [email protected], or call 01227 812 612.

We are committed to protecting your privacy and will only use personal data that we collect lawfully, in line with all current applicable data protection laws and regulations. Our compliance is mandatory and governed by the Information Commissioners Office (details on request).

We will never share, sell, swap or rent your data to third parties for marketing purposes.

Storing and protecting your data

Pilgrims Hospices uses an electronic clinical records system (EMIS) to store your personal information. We hold a small amount of information on paper, such as medical prescriptions, and summaries of care and information required in the event our electronic systems cannot be accessed.

We have up-to-date security software and regularly review our procedures and technical measures to protect your data. Your data will be kept in a secure environment with access restricted on a need-to-know basis.

We don’t keep your data for longer than is necessary for the purpose for which it was obtained, in accordance with our internal policies. If you require any further information, please contact [email protected], or call 01227 812 412.

We are piloting the artificial intelligence (AI) system, Microsoft Copilot, to support the services we provide. We complete a Data Protection Impact Assessment before using AI systems and always ensure a human is in the loop. Microsoft implements Enterprise Data Protection to ensure data is secure, so any confidential or personal data made available to the system is not stored or shared externally.

To monitor the protection of data we have an appointed Caldicott Guardian who is a senior person responsible for ensuring the confidentiality of patient and service-user information. In addition, we have an Information Governance Team who advise on all matters concerning data and its securities.

Retention of records

Your data is kept in accordance with the statutory NHS retention periods.

Your rights

You have certain rights in relation to your personal information, although those rights will not apply in all cases or to all the information that we hold about you. For example, we may need to continue to hold and process information to establish, exercise or defend our legal rights.

You have the right to be informed about how we use the data you provide. We will try to be as transparent as possible in our interactions with you. Any time you give us personal information, you have a right to be informed about why we need it and how we will use it. You can find most of the information you need in this Privacy Statement.

1. The right to access your personal information

You have a right to request a copy of your personal information we hold. Should you wish to exercise this right, in terms of the information that we hold about you, you can make a request to see your data by completing a subject access request. Please address requests to:

CEO Office
Pilgrims Hospices
Plender House
56 London Road
Canterbury
CT2 8JA

Email: [email protected]

Telephone: 01233 504 133

Please ensure you provide us with all the requested information to help us locate your records, this could be proof of identity such as a passport or driving licence.

Your request will be processed within one calendar month of receipt of your request and all the relevant information we require.

For guidance on completing a subject access request, please visit the ICO Website:

Make a subject access request | ICO [https://ico.org.uk/for-the-public/make-a-subject-access-request/]

2. The right to edit and update your personal information

The accuracy of your personal information is important to us. You have the right to edit your personal information, including your address and contact details, at any time. Please address requests to:

CEO Office
Pilgrims Hospices
Plender House
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01233 504 133

3. The right to request to have your personal information deleted

You have the right to request the deletion of your personal information, which we will review on a case-by-case basis. Should you wish to exercise these rights, please address requests to:

CEO Office
Pilgrims Hospices
Plender House
56 London Road
Canterbury
CT2 8JA

Email: [email protected]

Telephone: 01233 504 133

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

Information we cannot delete

Where records include information that we financial transactions or employment details, we may have a legitimate reason to retain the information due to HMRC, auditing guidelines, regulatory and legal requirements. On these occasions, we will mark your records to ensure you receive no further contact from Pilgrims, and we will advise you of the information we are unable to delete.

If your request to delete personal information is due to wanting no future contact from Pilgrims, please note that the best way to guarantee no further contact is for Pilgrims to retain your record and mark it accordingly. Once we delete your information, we will retain no record of your request for no future contact.

4. The right to restrict processing of your personal information

You have the right to request a restriction to the processing of your personal data, but we will continue to store your data. We retain enough of your personal information so we can ensure that the restriction is respected in the future. Should you wish to exercise this right, please address requests to:

CEO Office
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01233 504 133

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

5. The right to object

You have the right to object to your personal information being processed for marketing (including profiling) and for research purposes. From the very first communication from us and every marketing communication we send after, you will have the right to object to marketing. Alternatively, you can exercise this right by contacting:

CEO Office
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01233 504 133

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

If we process your personal information for the exercise or defence of legal claims or we can demonstrate compelling grounds that override your rights and freedoms, we may not be able to fulfil your request. However, we will contact you to discuss further.

6. Your right to lodge a complaint with a supervisory authority

If you wish to lodge a complaint or seek advice from a supervisory authority, about the use of your personal information, please contact:

The Office of the Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: +44 (0) 01625 545 745
Website: www.ico.org.uk

Supporters

How do we collect information?

We obtain personal information from you when you enquire about our fundraising activities, register for a fundraising product or activity, send or receive an email, telephone us, take part in an event, play our Lottery, make a donation to us, Gift Aid or otherwise provide us with your personal information. Sometimes, we may obtain your personal information from third party data suppliers, only if they provide the appropriate evidence that you have agreed for your personal information to be shared with other organisations.

We also gather general information about the use of our websites such as pages visited and areas that are of most interest to users. We use this information to improve our website and make it a better experience for everyone. For further information, please see the Online section below.

Occasionally, we obtain publicly available information such as contact information, or we research information to help us perform due diligence checks to ensure we are not being abused by fraudsters or criminals posing as genuine donors or to ensure that there are no conflicts of interest from potential supporters or organisations prior to our engagement. For further information around this, please see the Income Generation & Marketing department.

What information do we collect?

The personal information we collect might include:

Your name
Contact address
Email address(es)
Telephone number(s)
Records of correspondence to/from us
Donation and Gift Aid details
Gifts in Wills information
Date of birth
Bank account details, if setting up a Direct Debit
Details of Next of Kin
Any information you may choose to share with us, such as family relationships

Data Protection law recognises that certain categories of personal information are more sensitive. These are known as ‘special categories of data’, and cover health information, race, religious beliefs and political opinions. We do not usually collect special categories of data from our supporters.

We are committed to protecting the privacy of the young people who engage with us through our website and at fundraising events.

Our fundraising events request specific information about the age of participants. Anyone under the age of 18 must obtain parental or guardian consent before participating in an event organised by Pilgrims Hospices. We do record young people’s information on our supporter database, but the records are clearly marked to ensure their information if not used for marketing purposes.

Sharing your Information and Disclosures

Pilgrims Hospices will never sell your information to other charities or organisations for any purpose.

Pilgrims Hospices does use suppliers to help us fulfil registrations, orders and mailings. We’ve undertaken due diligence on all these organisations and have entered into contracts/formal agreements requiring them to only process your information for the purposes we instruct them to, and in a safe manner. We will never pass your personal information on to other organisations for them to use for their own marketing purposes.

With your consent, Pilgrims Hospices may share your information with third-parties in the following circumstances:

If you sign up to take part in an event that is hosted or organised by a third-party, Pilgrims Hospices may need to share relevant information with them, which is necessary to help ensure your participation.
If you sign up to take part in an event through a corporate partnership with your employer, limited depersonalised information may be shared with us about your involvement.
On occasion we will work with trusted external partners to assist with fundraising campaigns, for example, telephone marketing. These partners may act as fundraisers for Pilgrims Hospices, sell Pilgrims Hospices products, or provide Pilgrims Hospices’ information and marketing (subject to your communication preferences and our internal policies and procedures).
We may share any stories and imagery (photographs and videos) you share with us on to media, or other charitable organisations to help promote the work of the hospice.
Pilgrims Hospices may need to share information with government agencies where we have a legal obligation to do so (for example, with HMRC for Gift Aid purposes).

Pilgrims Hospices will only share your information without your consent with another organisation under the following circumstances:

With the organisers of events/campaigns you are registered for as long as it is justified and lawful, and in relation to your participation/involvement in the event.
To third parties who provide a service to us as data processors. This would include trusted partners that work with us in connection with our income generation activities. We require these third parties to comply strictly with our instructions and data protection laws, and we regularly monitor their activities to ensure they are complying with Pilgrims Hospices policies and procedures.
Where we are under duty to comply with the law, for example where it is essential to the prevention or detection of a crime, in the interests of national security, or taxation. In this instance only, we may obtain your written consent before doing so.
If we feel it is in the vital interests of yourself or another person, for example in a medical emergency.
We need to perform due diligence checks to ensure we are not inadvertently not accepting money from the proceeds of crime, or that may present a reputational risk to the charity.

How do we use your information?

We may use your personal information for:

Processing your donations, sponsorship, Gift Aid, registrations, or payments made online or in our shops
Dealing with your enquiries, requests and complaints
Providing and personalising our services
Providing you with information about our work activities, events and services, in line with your communication preferences
Complying with our legal obligations and regulations
Managing your communication preferences, such as how you do or do not want to be contacted
Administering supporter records
Carrying out our income generation activities
Conducting market research

Marketing

Being able to communicate with you is important, as your support will help transform the lives of people with life-limiting conditions. We believe in being open, honest and transparent with our supporters and we want you to feel comfortable about your decision to give us your personal information, and how we use it.

We will use the details you provide to us to communicate with you about how your support is helping provide our services, ensuring patients and their families are supported with the care and compassion they need. We also like to tell you how your support is helping, and other ways you can help in the future, whether that’s through volunteering, participating in events, or fundraising. From time to time, we might also send you appeals asking for a donation so we can continue to raise the voluntary funding needed for our hospices.

We promise we will only communicate with you in the way you wish us to and we will always respect your privacy. You can change your mind at any time and it's quick and easy to let us know that you no longer want to hear from us by calling the Supporter Relations team on 01227 752 062 or emailing [email protected]. We will always respond to your wishes in a sensitive, timely, courteous and professional way.

If you do not wish to hear from our Retail team, please telephone 01227 640 001 or email [email protected].

If you contact us by email, please ensure you state your full name and address so we can identify you on our database, and accurately record your preferences.

In most instances, we will always ask your consent to use your personal information, by the following means:

A tick box on our paper donation and registration forms, giving you the option to opt-out of post contact, and opt in to email contact.
A tick box on donation and registration forms on our website.
Third-party organisations that collect information for us, such as JustGiving, include a tick box asking for your consent on our behalf.
When providing your information by phone or email, the Pilgrims representative you are communicating with will obtain your verbal or written consent during their contact with you.
An ‘unsubscribe’ link at the bottom of all our Marketing emails, giving you the option to select what you would/would not like to hear about.

In certain instances, we use your personal information by relying on the legitimate interest legal basis. This is because when you, for example, make a donation or request to receive information from us, we have a legitimate interest to use your information to contact you respond to you. There is no overriding prejudice to you by using your personal information for this purpose. However, we will always provide you with the option to tell us you no longer want to hear from us.

We will only communicate to you in the way you have told us. For example:

Email marketing
If you actively provide your consent to us along with your email address, we may contact you for marketing purposes by email. By subscribing, or opting in, to email communication from Pilgrims Hospices, you grant us the right to use the email for email marketing. You may opt-out of email marketing communications at any time by clicking the ‘unsubscribe’ link at the bottom of our marketing emails.

Post marketing
If you have provided us with your postal address, we may send you direct mail about our work, unless you have told us you do not want to receive such information, or we receive a notification from the Fundraising Preference Service that you have requested marketing communications to stop. You may opt-out of postal marketing communications at any time by ticking the box on any Pilgrims Hospices paper or online donation form.

Telephone marketing
If you have provided us with your telephone number, we may phone you about our work, unless you have told us that you do not want to receive such information. We actively check telephone numbers against the Telephone Preference Service (TPS). We will only make phone calls to you if your number is not listed on the TPS, and you have specifically told us that you do not object to such calls, or have provided your consent to receive them from Pilgrims Hospices.

Text marketing
If you actively provide your consent to us along with your mobile phone number, we may contact you for marketing purposes by text message. By opting in to receive text communications from Pilgrims Hospices, you grant us the right to use the number provided for text marketing.

It's your decision
It is always your decision whether you want to receive information about our work, how we raise funds, and the ways you can get involved. If you do not want us to use your personal information in these ways, you can opt out of our marketing communications at any time by completing this form, or contacting the Supporter Relations Team on 01227 782062 or email us at [email protected]. Please provide your name and contact information, so we can identify you on our database and accurately record your wishes.

Personalisation and Profiling

We may use your personal information that we have gathered in the course of our relationship to understand the likelihood of you responding to a fundraising communication from us, potentially donating, and in some instances donating or supporting us at a higher level. Because we have a greater understanding of you, this means our communication will hopefully be relevant and of interest to you, and in turn it will help us reduce our costs by only communicating with supporters who want to hear from us.

By carrying out targeted fundraising activity, using your giving history and marketing preferences, we ensure we are contacting you with the most appropriate communication, which is relevant, timely, and will ultimately provide an improved experience for you. You always have the right to opt out of these communications.

In order to do this, we may also use profiling techniques to undertake in-house research and provide us with general information about you. We will review data we have received from you to evaluate interests and preferences. Sometimes we will also look at geo-demographic information, i.e. the area you live in and the socio-economic make-up of your neighbourhood. From time to time we may also engage specialist agencies, such as Prospecting for Gold, to gather information 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. 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. This may include people connected to our current major supporters, trustees or other lead volunteers.

To analyse the effectiveness of our work

As a charity, it’s really important to us that we ensure we are spending our money and resources effectively and efficiently. For that reason, we may analyse the details you have provided us along with further information about you that we have obtained from public and/or private sources. In some instances, we may make use of additional factors such as demographic information and measures of wealth to help us better understand the persona of our supporters.

We do this to help us understand why people are motivated to support Pilgrims Hospices, and to help us create a fuller and better picture of our supporter base. This enables us to communicate with you more effectively and appropriately, and to reach out to individuals who may wish to give additional support with a further monetary gift, or volunteer their time or services.

We may contact you and ask you to take part in market research opportunities or ask for feedback. Participation is completely voluntary, but it enables us to know what we are doing well, but equally what you feel we could be doing better. This will help us ensure that the opportunities we are offering for people to get involved are relevant and appropriate, and helps us in achieving our goal of providing specialist end-of-life care services for our community. You can opt out of being contacted about market research at any time by writing to us at:

Supporter Relations
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

You can telephone us on 01227 782 062 or email us at [email protected]. We will always respond to your enquiries in a sensitive, timely, and professional manner.

How do we protect your information?

We adopt appropriate data collection, storage and processing practices, and security measures to protect against unauthorised access, alteration, disclosure, or destruction of your personal and/or transactional data stored on our website and systems.

We store your personal information for as long as required to operate our income generation activities in accordance with legal requirements. Where your information is no longer required, we will ensure your confidential information is securely destroyed.

Using your payment card

If you use your credit or debit card to buy something in our shops or hospices, we will ensure this is done securely and in accordance with the Payment Card Industry Data Security Standard. You can find out more information about PCI DSS here: pcisecuritystandards.org/pci_security.

Our shops and hospices do not store your payment card details following the completion of your transaction. Card details collected on our paper donation or registration forms are stored securely until payment is taken, then destroyed. Only staff authorised and trained to process payments will be able to process the donation/payment.

Receiving information from third parties

Pilgrims Hospices will only receive information from third parties about you in the following circumstances:

Where you have donated money via a third-party platform, such as JustGiving or CAF.
If you have signed up for a third-party event and are raising money for Pilgrims Hospices.
Aggregated demographic information about you, collected from publicly available sources.
Information that you have placed in the public domain.

Your rights

Under the Data Protection Act 1998 and the General Data Protection Regulation 2018, you have the following rights:

1. The right to access your personal information

You have a right to obtain confirmation that your personal information is being processed. You also have the right to request a copy of your personal information we hold.

Should you wish to exercise this right, in terms of the information that we hold about you, you can make a request to see your data by completing a subject access request. Please address requests to:

Supporter Relations
Pilgrims Hospices
Plender House
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 782 062

Please ensure you provide us with all the requested information to help us locate your records, this could be proof of identity such as a passport or driving licence.

Your request will be processed within one calendar month of receipt of your request and all the relevant information we require.

For guidance on completing a subject access request, please visit the ICO Website:

Make a subject access request | ICO [https://ico.org.uk/for-the-public/make-a-subject-access-request/]

2. The right to edit and update your personal information

The accuracy of your personal information is important to us. You can edit your personal information, including your address and contact details, at any time. Please address requests to:

Supporter Relations
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 782 062

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take up to six weeks before they take effect, due to multiple planned communications that may overlap.

3. The right to request to have your personal information deleted

You have the right to request the deletion of your personal information, which we will review on a case-by-case basis. Should you wish to exercise these rights, please address requests to:

Supporter Relations
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 782 062

Information we cannot delete

Where records include financial transactions or employment details, we may have a legitimate reason to retain the information due to HMRC, auditing guidelines, regulatory and legal requirements. On these occasions, we will mark your records to ensure you receive no further contact from Pilgrims, and we will advise you of the information we are unable to delete.

4. The right to restrict processing of your personal information

You do have the right to request a restriction to the processing of your personal data, but we will continue to store your data. We retain enough of your personal information so we can ensure that the restriction is respected in the future. Should you wish to exercise this right, please address requests to:

Supporter Relations
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 782 062

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take up to 5 working days before they take effect.

Supporter Relations
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 782 062

5. Your right to lodge a complaint with a supervisory authority

If you wish to lodge a complaint or seek advice from a supervisory authority about the use of your personal information, please contact:

The Office of the Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: (+44) 01625 545 745
Website: www.ico.org.uk

Safeguarding Statement

Fundraising activities, public support and public trust are all essential to Pilgrims Hospices' ability to achieve its overall objective of providing excellent care and compassion to every patient, ever family, every time, throughout east Kent.

We believe that giving to your favourite causes should be a positive experience for all, whether an existing or potential new supporter. Everyone should have the opportunity to donate if they are able to, but Pilgrims Hospices recognises that it is inevitable that some of the many people who we engage with through our fundraising activities will not always have the capacity, at the point of the interaction, to fully understand the nature of the donation they are being asked to give to Pilgrims Hospices, or the consequences of making that donation.

Pilgrims Hospices also understands that people in vulnerable circumstances may need further support before deciding whether to donate.

Pilgrims Hospices recognises that it has an obligation to protect those in vulnerable circumstances. Whenever we suspect that someone we engage with is lacking capacity or is in vulnerable circumstances, we will take steps to terminate the contact in a way that seeks to protect that person while protecting their dignity and having due regard for any desire they have expressed to support Pilgrims Hospices.

In addition, we undertake due diligence to ensure we do not engage persons that are unsuitable to work or volunteer in an environment with vulnerable adults and children.

Online

Using your payment card online
If you use your credit or debit card to donate, register or purchase something on our website, we will ensure this is done securely and in accordance with the Payment Card Industry Data Security Standard. You can find out more information about PCI DSS here: pcisecuritystandards.org/pci_security.

We do not store your credit or debit card details at all following the completion of your online transaction. Only staff authorised and trained to process payments will be able to process the donation/payment.

Employees, Volunteers and Vacancy Applicants

How do we collect information?

We obtain personal information from you when you enquire about or apply to volunteer or work with us, or otherwise provide us with your personal information. Sometimes, we may obtain your personal information from third party data suppliers, only if they provide the appropriate evidence that you have agreed for your personal information to be shared with other organisations.

Occasionally, we obtain publicly available information such as contact information, or we research information to help us perform due diligence checks to ensure we are fulfilling our legal obligations when recruiting volunteers or workers. For further information around this, please contact the HR department.

What information do we collect?

The personal information we collect might include your name, address, email address, telephone numbers, date of birth, bank account details (for the purposes of salary/expense payments) and your family relationships, to avoid duplicating communications. We also ask for details of next of kin, if you are taking part in some of our fundraising events, for example: our Cycle Challenge, hikes, overseas challenge events or running events.

Your name
Contact address
Email address(es)
Telephone number(s)
Date of birth
Gender
National Insurance Number
DBS Certificate Number and Date
Bank account details, for the purposes of salary/expense payment
Emergency Contact Details
Copies of qualifications and professional registration numbers (e.g. NMC, GMC)
Pre – employment references
Photo
Vehicle registration details
Records of your correspondence with us
Proof of ID / Proof of right to work in the UK
Any information you may choose to share with us

Data Protection law recognises that certain categories of personal information are more sensitive. These are known as ‘special categories of data’, and cover health information, race, religious beliefs and political opinions. With your consent, we will collect special categories of data for employees, casual workers, or volunteers as part of our statutory, contractual, and management responsibilities.

Sharing your information and Disclosures

With your consent, Pilgrims Hospices may share your information with third-parties in the following circumstances:

We may share any imagery (photographs and videos) we have obtained from you with media organisations to help promote the work of the hospice.
Pilgrims Hospices may need to share information with government agencies where we have a legal obligation to do so (for example, with HMRC for taxation purposes).
We may share your information with other authorised parties, for example a pension provider, but only data which is relevant to deliver their services to us and you.

Pilgrims Hospices will only share your information without your consent with another organisation under the following circumstances:

To third parties who provide a service to us and are data processors. This would include our trusted partners that work with us in connection with our employment and volunteering activities. This includes CIPHR, our HR and Payroll system. We require these third parties to comply strictly with our instructions and data protection laws and we will make sure that appropriate controls are in place. We enter into contracts/formal agreements with all our data processors and regularly monitor their activities to ensure they are complying with Pilgrims Hospices policies and procedures.
Where we are under duty to disclose your personal information in order to comply with the law or the disclosure is ‘necessary’ for purposes of national security, taxation and criminal investigation, or we have your written consent.
When sharing profiling data with external organisations such as Hospice UK for benchmarking purposes. This information is always anonymised, and no identifiable personal information is shared.

How do we use your information?

We may use your personal information for:

Processing job enquiries, expressions of interest, and applications
Completing our recruitment process
Processing details of your contract of employment, pay and pension, and keep a record of employment related matters
Delivering our services as an employer
Statistical purposes appropriate to our services
Complying with our legal obligations and regulations
Administering employee and volunteer records

How do we protect your information?

We adopt appropriate data collection, storage and processing practices, and security measures to protect against unauthorised access, alteration, disclosure, or destruction of your personal or transactional data stored on our HR systems.
We store your personal information for as long as required to operate our services, and conduct your employment. Where your information is no longer required, we will ensure your confidential information is securely destroyed.

Receiving information from third parties

Pilgrims Hospices will only receive information from third parties about you in the following circumstances:

Where you have applied for an employed or volunteer vacancy using a third-party platform, such as Indeed or NHS Jobs.
Where you have applied for a role via a specialist recruitment agency.
Where you have placed information in the public domain.

Your rights

Under the Data Protection Act 1998 and the General Data Protection Regulation 2018, you have the following rights:

1. The right to access your personal information

You have a right to obtain confirmation that your personal information is being processed. You also have the right to request a copy of your personal information we hold.

Should you wish to exercise this right, in terms of the information that we hold about you, you can make a request to see your data by completing a subject access request. Please address requests to:

Human Resources
Pilgrims Hospices
Plender House
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 612

Please ensure you provide us with all the requested information to help us locate your records, this could be proof of identity such as a passport or driving licence.

Your request will be processed within one calendar month of receipt of your request and all the relevant information we require.

For guidance on completing a subject access request, please visit the ICO Website:

Make a subject access request | ICO [https://ico.org.uk/for-the-public/make-a-subject-access-request/]

2. The right to edit and update your personal information

The accuracy of your personal information is important to us. You can edit your personal information, including your address and contact details, at any time. Please address requests to:

Human Resources
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 612

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

3. The right to request to have your personal information deleted

You have the right to request the deletion of your personal information, which we will review on a case-by-case basis. Should you wish to exercise these rights, please address requests to:

Human Resources
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 612

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

Information we cannot delete

4. The right to restrict processing of your personal information

Human Resources
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 612

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

Human Resources
Pilgrims Hospices
56 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 612

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

6. Your right to lodge a complaint with a supervisory authority

If you wish to lodge a complaint or seek advice from a supervisory authority about the use of your personal information, please contact:

The Office of the Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: (+44) 01625 545 745
Website: www.ico.org.uk

Safeguarding Statement

Pilgrims Hospices undertakes due diligence to ensure we do not engage persons that are unsuitable to work or volunteer in an environment with vulnerable adults and children.

Education & Training Customers

How do we collect information?

We obtain personal information from you when you enquire about our training courses, register for a course, send or receive an email, ask a question about our services or otherwise provide us with your personal information.

What information do we collect?

The personal information we collect might include:

Your name
Contact address
Telephone number(s)
Email address
Your course booking information
Records of your correspondence with us
Card payment details to process a course payment
Assignment submissions and exam results

In addition to the above, we may take photographs and record meetings/video conferencing sessions for the purposes of sharing the course content with other learners or for publicity. If we wish to do this, you will be informed beforehand, given details of how we will use this data and asked for your permission.

Sharing your information and Disclosures

Pilgrims Hospices does use suppliers to help us fulfil registrations. We’ve undertaken due diligence on all these organisations and have entered into contracts/formal agreements requiring them to only process your information for the purposes we instruct them to, and in a safe manner.

With your consent, Pilgrims Hospices may share your information with third-parties in the following circumstances:

If you sign up to take part in a training or education activity that is hosted or organised by a third-party, Pilgrims Hospices may need to share relevant information with them, which is necessary to help ensure your participation.
We may share any stories and imagery (photographs and videos) you share with us on to media organisations to help promote the work of the hospice.

Pilgrims Hospices will only share your information without your consent with another organisation under the following circumstances:

If we are required to by law e.g. to the police, if we agree it is essential to the prevention or detection of a crime;
If we feel it is in the vital interests of yourself or another person, for example in a medical emergency.

Pilgrims Hospices will never sell your information to other charities or organisations for any purpose.

How do we use your information?

We may use your personal information for:

to deliver services, literature and/or other materials and information you have requested from us
to assess candidate performance in written assignments and examinations
unless you tell us otherwise, to send you information that we think you may be interested in, including updates on our work, news, events and research. We may send this information by e-mail
for our own internal administrative purposes
to manage your communication preferences, i.e. how you have chosen to be contacted
to carry out research and surveys about our services
to comply with applicable laws and regulations.

Marketing

We believe in being open, honest and transparent with our service users and we want you to feel comfortable about your decision to give us your personal information and how we use it.

We will use the details you provide to us to communicate with you about education or training courses and events you may be interested in.

We promise that we will only communicate with you in the way you wish us to and we will always respect your privacy. You can change your mind at any time and it's quick and easy to let us know that you no longer want to hear from us by contacting the Education and Training team on 01227 812 616 or [email protected].

If you contact us by email, please ensure you state your full name and address so that we can identify you on our database.

To analyse the effectiveness of our work

As a charity, it’s really important to us that we ensure we are spending our money and resources effectively and efficiently, and providing a good service. For that reason, we may analyse the details you have provided us.

We do this to help us understand why people are motivated to use Pilgrims Hospices Education and Training services, and to help us improve our offering. We may ask you to take part in market research opportunities, or ask for feedback. Participation is completely voluntary, but it enables us to know what we are doing well, but equally what you feel we could be doing better. You can opt out of being contacted about market research at any time by contacting the Education and Training team on 01227 812 616 or [email protected]. We will always respond to your wishes in a sensitive, timely, courteous and professional way.

How do we protect your information?

We adopt appropriate data collection, storage and processing practices, and security measures to protect against unauthorised access, alteration, disclosure, or destruction of your personal or transactional data stored on our website and systems.
We store your personal information for as long as required to operate our services in accordance with legal requirements. Where your information is no longer required, we will ensure your confidential information is securely destroyed.

Your rights

Under the Data Protection Act 1998 and the General Data Protection Regulation 2018, you have the following rights:

1. The right to access your personal information

You have a right to obtain confirmation that your personal information is being processed. You also have the right to request a copy of your personal information we hold.

Should you wish to exercise this right, in terms of the information that we hold about you, you can make a request to see your data by completing a subject access request. Please address requests to:

Education and Training Team
Pilgrims Hospices
Ann Robertson Centre
55 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 616

Please ensure you provide us with all the requested information to help us locate your records, this could be proof of identity such as a passport or driving licence.

Your request will be processed within one calendar month of receipt of your request and all the relevant information we require.

For guidance on completing a subject access request, please visit the ICO Website:

Make a subject access request | ICO [https://ico.org.uk/for-the-public/make-a-subject-access-request/]

2. The right to edit and update your personal information

The accuracy of your personal information is important to us. You can edit your personal information, including your address and contact details, at any time. Please address requests to:

Education and Training Team
Pilgrims Hospices
Ann Robertson Centre
55 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 616

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

3. The right to request to have your personal information deleted

You have the right to request the deletion of your personal information, which we will review on a case-by-case basis. Should you wish to exercise these rights, please address requests to:

Education and Training Team
Pilgrims Hospices
Ann Robertson Centre
55 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 616

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

Information we cannot delete

4. The right to restrict processing of your personal information

Education and Training Team
Pilgrims Hospices
Ann Robertson Centre
55 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 616

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

Education and Training Team
Pilgrims Hospices
Ann Robertson Centre
55 London Road
Canterbury
CT2 8JA

Email: [email protected]
Telephone: 01227 812 616

Please provide as much information as possible about the nature of your contact with us to help us locate your records. Any changes you have requested may take 28 days before they take effect.

The Office of the Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: (+44) 01625 545 745
Website: www.ico.org.uk

Online

Using your payment card
If you use your credit or debit card to buy something in our shops or hospices, we will ensure this is done securely and in accordance with the Payment Card Industry Data Security Standard. You can find out more information about PCI DSS here: pcisecuritystandards.org/pci_security.

We do not store your credit or debit card details at all following the completion of your transaction. All card details are securely destroyed once the payment has been processed. Only staff authorised and trained to process payments will be able to process the payment.