We are committed to protecting your privacy. This privacy policy sets out how we will collect, use and protect the personal information you provide to us, whether online, via phone, email, in letters or in person.

We want everyone who supports us, or who comes to us for support, to feel confident and comfortable with how their personal information will be looked after or used.  We are committed to treating you with respect and openness as outlined in our mission and aims, and as part of this commitment to you, we have also appointed a Data Protection Officer whose role it is to monitor our compliance with the Data Protection Act 2018 and UK GDPR.

We will handle your personal information in accordance with the six core principles of data protection outlined in law.

Our Privacy Policy aims to explain:

Who we are

What information we may collect and how we use it

Care and support services

Using your information to improve our services





Job & Volunteer applicants

The lawful basis for processing your personal data

Keeping your information safe

How long we keep your information

Sharing your information

Using our website and how we use cookies

What information do we collect?

Your interaction with this website

Online Forms


External Links


Your Rights

How to Contact us

Changes to this Privacy Notice

Cookie policy

Who we are

Nightingale House Hospice is a registered charity that strives to provide high standards of Specialist Palliative Care for patients with life limiting illnesses in Northeast Wales and the border area, whilst at the same time, supporting their families and friends in a caring setting.

This privacy policy covers Nightingale House Hospice, Nightingale House Lottery Ltd and Nightingale House Promotions (our hospice shops); who operate as Joint Data Controllers and collectively referred to in this policy as Nightingale House.

We are registered with the Information Commissioner’s Office under registration numbers:

Nightingale House Hospice – No. Z7435017.  Nightingale House Lottery Ltd – No. ZB267921.

Nightingale House Promotions – No. ZB267921

What information we may collect and how we use it

We may collect personal information about you when you take part in one of our fundraising events or challenges, organise a fundraising event yourself, make a donation, play our lottery or raffles, buy or donate items to our shops, use any of our clinical or support services, apply to work or volunteer with us or use a third party online donation facility or events platform, such as JustGiving, Ticket Tailor or the Charities Aid Foundation, via our website.

The personal information may be collected directly from you or via third parties such as other health care providers, carers, persons authorised by you,  government or law enforcement agencies.

Care and support services

If you are referred to one of our clinical services, including bereavement support, we will also collect data from you so that we can provide you with treatment and support.  This will include information such as your name, age, address, gender, and possibly sensitive personal information concerning your health and wellbeing, ethnic origin, sex life, and religious views.  It may also be necessary to take photos of patients  for medical purposes. As part of your treatment or care, we may collect some information about family members and carers.  

We also may receive information about our patients and their families and carers from other healthcare providers who are involved in their treatment.

We will not use your information for other purposes without your permission including the sharing of your data with our fundraising and marketing teams, unless you specify this.

Using your information to improve our services

We use information held within your records to help improve the services that we provide. We do this by collecting information from the records of groups of patients who have similar conditions or have received similar treatments and comparing this with what we know are the best standards of care. This helps us to identify areas where we need to make improvements.

When using information about you in this way, we will remove your identity before it is shared within the Hospice or to external support partners.


If you support the Hospice in raising funds, we may collect your contact information, including email addresses and telephone numbers for administration purposes and so we can contact you in the future. This will include how you would prefer to be contacted, i.e. by post, email, etc., and also the types of activities you are interested in.

We may also collect your financial information such as your debit / credit card or bank details so that we can process payments and donations.  Your date of birth, whether you are a UK taxpayer, details of your donations including Gift Aid and any relevant information required for events, which may include: medical conditions, dietary requirements or emergency contact details.

If a child enters any fundraising event, we will collect their basic personal details and any relevant information, which will be retained on our systems. These details will not be used to contact children directly.

If you sponsor an individual who is raising money for the hospice and your contact details are captured on, for example, a sponsorship form we will retain these details in line with statutory requirements.   However, we will not use these details to contact you about any future fundraising activity, unless you have previously consented for us to do so.  We would also never pass on your details to other third parties.

In the promotion of our fundraising activities we may on occasion seek your consent to use photos, videos or other information about you for these purposes.  


If you join our lottery we will collect your contact information, including your telephone number and bank details in order that a standing order may be set up.  Following receipt of your completed application form, we may contact you by telephone to confirm the details.  We may also, in the future, contact you about other fundraising activities you may be interested in but you will always have the option to not receive such contact.


If you donate items to one of our shops, we may ask you to sign up for ‘Gift Aid’, requiring your date of birth, whether you are a UK taxpayer, details of your donations. The information you provide will only be used for this purpose unless you consent to receiving other fundraising information.

We may collect your financial information such as your debit / credit card details so that we can process payments and donations in our shops. 

We will also collect your details when you wish to have a purchases delivered or items collected from your home.  This information will only be kept until the delivery or collection has been made and the items have been processed accordingly.  Again, you will not be sent any of our fundraising material unless you have consented to it.

We may occasionally undertake customer surveys to gather feedback, all data collected will be held anonymously.


If you visit the hospice or any of our retail outlets, we may collect your image on a Close Circuit Television (CCTV) which is in operation. This information will only be retained normally by us for up to 31 days after the recording was made.  Images may be retained longer if they are required as part of an internal investigation or subject to a legal process.

Job & Volunteer applicants

If you apply to work or volunteer for us, we will retain your basic contact details and any information given as part of the application process, for a period of time until the process has been completed.

Successful applicants joining our team, will be provided with full Privacy notifications during their induction period.

The lawful basis for processing your personal data

We will only process your personal data having first identified that our collection and use of it, has a lawful basis. Typically, one or more of the following may form the basis of our processing:

Contractual – allowing us to provide you with our services or support.

Consensual – you have given your consent for the use of your data in this way.

Legal Obligation – the law requires us to process this information.

Legitimate Interest – we consider it is in your and/or our interest to process this information.

Keeping your information safe

We take looking after your information very seriously.  We have implemented appropriate physical, technical and organisational measures to protect the personal information we have under our control, both on and off-line, from improper access, use, alteration, destruction and loss.

Access to your data is restricted to only those who need access to it and we have strict policies governing the use and security of all personal data collected.

We only use third party service providers where we are satisfied that the security, they provide for your personal data is at least as stringent as we use ourselves and we ensure that robust contracts are in place.  
Online financial transactions are processed using only processors who meet Payment Card Industry Data Security Standards (PCI DSS) compliance and keeping your financial details secure.

In the unlikely event that we lose your data, or a device on which your data resides, or it is accessed by someone unauthorised, we will inform you if the loss or unauthorised access of your data has potential to cause you harm. We may report this to the Information Commissioners Office, who are responsible for regulating data protection legislation in the UK.

How long we keep your information

We will only keep your information as is reasonably and necessary for the relevant activity, however there will be occasions where we are required to keep your information to fulfil statutory obligations (for example, the collection of Gift Aid or the retention of medical records).  The hospice has a Retention and Destruction policy that details the specific timescales and details can be provided by our Data Protection Officer if required.

Sharing your information

We will never sell or share your personal information with organisations so that they can contact you for any marketing activities. Nor will we sell any information about your web browsing activity.

If you are a patient at the hospice, we may share relevant information with other health and social care providers that are involved with your care or that of your family or carers, who may need support.    

We are required by law to share certain records with external agencies on activities such as investigation of a complaint, administer a gift in Will or HMRC audits.

We will share your information with our third-party service providers who we contract to carry out certain tasks on our behalf.  We currently use a number of third-party service providers to provide the following services (this list is not exhaustive):

  • To post our supporter newsletter, gift aid mailings and event mailings
  • For delivery of goods purchased or to make collections from you
  • For IT support and cloud- based applications
  • To host our lottery, finance and HR databases
  • To host our website
  • For disposal of our confidential waste

Where our website links to a third parties’ website, for example, to purchase tickets, make an online donation or take part in an adventure, then you will share your personal data directly with them.  You should ensure you are aware of their Privacy policies and intentions before submitting your personal information to them.

Details of the third parties we use can be requested from our Data Protection Officer.

Using our website and how we use cookies

If you use our website, we will store data about your internet browser, I.P. address, the timings of your visits, and a record of which pages you looked at. We do this using Google Analytics; this does not identify you personally although potentially your IP address could be linked back to you or your location.  If you require further information about how Google may use your information, please see Google’s Privacy Policy

Our website uses what are known as ‘cookies’. Our cookies are not sinister – they are simply small files, placed on your computer by your browser, to help us provide a better service. We do this to help us understand things such as how many people visit the various parts of our website. Our cookies do not identify you personally.

We also use a social media plugin to enable visitors to share pages more easily on social networks and to do this effectively it needs to use cookies.

You can set your preferences for which Cookies are used by our website using he Cookie control available and you can also switch off cookies in your browser preferences;  but doing so may result in a loss of functionality when using our website.

What information do we collect?

We monitor user activity to enhance content provided on this site. This website uses Google Analytics, a web analytics service provided by Google Inc. (‘Google’). Google Analytics uses ‘cookies’ and JavaScript code to help analyse user activity on websites. The information generated about your use of the website (including your anonymised IP address) will be transmitted to and stored on Google servers in the United States.

Google will use this information to produce user activity reports for this website. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf.

Google will not associate your IP address with any other data previously held. You may refuse the use of cookies by selecting the appropriate settings on your browser. Please note that if cookies are disabled, you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

Your interaction with this website

Online Forms

We use online forms to collect data for enquiries.  We store this data on our IT systems and will retain this data normally for six years, in line with our record retention and destruction schedule.


We use a third-party service called to publish our blogs and to collect anonymous information about users’ activity on the site.  For example, we look at the number of users viewing pages so that we may monitor how widely it is used; we then use this information to help us to improve the site.  For more information about how WordPress processes data, please see Automattic’s Privacy Policy.

External Links

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over any other websites. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites. You should exercise caution and look for the privacy statement applicable to that website.


We will only contact you about our work and how you can continue to support the Hospice by phone, email or text message, if you have agreed for us to contact you in this manner.

However, if you have provided us with your postal address we may send you information, such as our newsletter, by mail unless you have told us that you would prefer not to hear from us in this way.

If you would prefer not to receive updates from us or you would like to stipulate how we should get in touch with you, please contact us to let us know and we will update our records accordingly.

Your Rights

You have various rights under the law, in respect of the personal information we hold about you, including:

Right to be InformedThis means that we have to be transparent in how we collect and use your personal data
Right of AccessYou have the right to access your personal data.
Right to RectificationIf the information we hold about you is inaccurate or incomplete you can request that we correct this
Right to ErasureYou can request that we delete or remove personal data in certain circumstances
Right to Restrict ProcessingYou have the right to request that we cease processing your data if
·        you consider it inaccurate or incomplete and/or
·        you object to the reason we’re processing your data
We will review the validity of your request and respond to you with our decision
Right to Data PortabilityWhere you have consented to our processing your data or where the processing is necessary for us to deliver a contract you can request a copy of that data be provided to a third party
Right to ObjectYou have the right to object to our processing in certain circumstances. For example, you can object to:
·        direct marketing and processing for the purposes of scientific/historical and statistics
Rights relating to Automated Decision-Making including ProfilingWe do not use automated decision-making or profiling
Where automated decision-making is applied, organisations must
·        give you information about the processing
·        introduce simple ways for you to request human intervention or challenge a decision
·        carry out regular checks to make sure that our systems are working as intended

If you wish to exercise any of these rights or make a complaint you can contact  our Data Protection Officer.   If you are unhappy about our processing of your personal data , you can also make a complaint to the data protection supervisory authority, the Information Commissioner’s Office, their details can be found at

How to Contact Us

Our appointed  Data Protection Officer is Amicis Data t/a Clinical DPO and they can be contacted at:

Or telephone: 0203 411 2848

Changes to this Privacy Policy

Privacy laws and practice are constantly developing, and we aim to meet high standards.  Our policies and procedures are, therefore, under continual review. We may, from time to time, update our security and privacy policies.  If we want to make any significant changes in how we will use your personal data we will contact you directly and, if required, seek your consent. This Privacy Notice is reviewed regularly so we suggest that you check this page periodically to see our latest version.  This notice is effective from January 2023.

Cookie Policy

1. What is a cookie?

1.1. Cookies are small text files they are stored by your browser onto your computer or mobile device. A cookie allows your preferences or actions across a site (or across different sites) to be remembered on subsequent visits. Cookies are widely used in order to make websites work or work in a better, more efficient way. They can do this because websites can read and write these files, enabling them to recognise you and remember important information that will make your use of a website more convenient (eg by remembering your user preferences).

1.2. Most web browsers automatically accept cookies, but if you do not want information collected this way, there is a simple procedure in most browsers that allows you to deny or accept the cookies feature (please read section 5 below for more details about how to do this).

1.3. We work with other third party organisations to provide the services on our website. A third party is an organisation which is not hosted at the domain address in your browser when you visit our website. These third parties may also use cookies on our website and can also place cookies on your device without you visiting their website directly. If you would like more information about third party cookies, please read section 4 below.

2. Cookie categorisation

To help you understand cookies, we have classified each cookie as one of the following:
(a) required cookie;
(b) analytics cookie

2.1. Required cookie
These cookies are essential to a website in order to provide the necessary functionality, such as remembering your consent preferences. Without required cookies, certain services on a website may not be made possible and a website may not perform as smoothly as it should.

2.2. Analytics cookie
Analytics cookies collect information about the use of a website and help to improve the way a website works. For example, analytics cookies may help us understand which pages are the most popular. Analytics cookies do not collect information that identifies a user personally and all information that is collected by these cookies is aggregated and anonymous.

3. How do I consent to use of cookies on this website?

3.1. Accepting strictly necessary cookies and performance cookies is a condition of using our website. If you reject these types of cookies then we cannot predict how our website will perform when you visit it.

3.2. You can control the use of functionality cookies, targeting cookies or advertising cookies. We explain how you can manage the different cookies we use on our website at section 5. If you prevent the use of these types of cookies then this may interrupt some services on our website.

4. Third parties cookies

4.1. In some cases, we may use third parties to manage our cookies but we do not allow any third party to use these cookies other than for the types of purpose listed in this policy.

4.2. We do not have access or control over the cookies placed on our website by third parties and use of their cookies is subject to their own privacy policies. We recommend that you review the privacy policies of each of our third parties and we have included details at the links below.

4.3. Cookies placed by third parties may serve different purposes. They may be strictly necessary, performance, functionality, targeting or advertising cookies. For more information on these different types of cookies and what they do, please see section 2.1 and 2.4.

4.4. You may manage your consent for the cookies on this site here. However, to disable or reject third party cookies you must go to the relevant third party’s website. We have explained how you can control third party cookies on your browser for the main web browsers at section 5.

5. Managing cookies

5.1. You can control which cookies you get and which you keep on your device. Unless you have adjusted your browser settings so that it will refuse our cookies, our system will issue cookies when you visit our website.

5.2. Many web browsers can be set up to ask for your prior consent before an individual cookie is set on your device. This will give you control over your cookies but naturally may interfere with your browsing experience ie if you have to accept each cookie on our website (and on other websites you visit).

5.3. You may refuse to accept our cookies on your device at any time by activating the setting on your browser which allows you to refuse cookies. We have included links below to direct you to the pages of the main web browsers sites which provide details about changing your browser settings. For information on how to control cookies on web browsers which are not included below or on other devices which you use to view our website (such as on mobile phones and other mobile devices) please refer to your user manual.

5.4. Please note that by deleting cookies or disabling future cookies you may be unable to access certain areas or features of our website and it will mean that settings such as your stored username and password may have to be reset. If you adjust your cookie settings this will also affect the other websites you visit.

5.5. All of the major browsers offer tips and guidance for managing the cookies available on your browser including:

Cookie settings in Internet Explorer
Cookie settings in Firefox
Cookie settings in Chrome
Cookie settings in Safari for iOS
Cookie settings in Safari for Mountain Lion

5.6. There are also lots of different third party browser plug ins and extensions available which you can download to make it easier to see and control your cookies. We have included a list of examples of these for the main browsers below.

6.Where can I get more information about cookies?

6.1. You can find out more information about internet advertising by visiting the following information websites:

6.2. Some of these sites enable you to opt out of online behavioural advertising and other tracking cookies (ie in addition to the control settings on your browser as set out in section 5).