Privacy Statement

Mountbatten Privacy Policy
Mountbatten (Earl Mountbatten Hospice) is committed to protecting the privacy of everyone who uses our services: as patients and carers or as employees and volunteers; and that of anyone who supports our work throughout fundraising, retail or lottery activities. This statement explains what personal data we collect and process, how we collect it, who we share it with, and why we do so. It also explains the steps we take to keep data secure. If you have any questions about this privacy statement, or our privacy and data processing in general, please contact our Data Protection Officer - email, phone 01983 529511 or write to us at the address below. For patient privacy concerns, please email

What is personal data?
By personal data, we mean any information that might allow you to be identified, such as your name, address, date of birth, credit card details, I.P. address, photo or video image or voice recording. For our patients, some of this data will be sensitive and relate to their health and wellbeing, ethnicity and religious views.

Who are we?

We are Earl Mountbatten Hospice (Charity No. 1039086), a charity that supports people with incurable illness on the Isle of Wight. We are known as Mountbatten. Our registered office address is:

Earl Mountbatten Hospice
Halberry Lane
Isle of Wight
PO30 2ER
How do we collect personal data from you?

We may collect personal information about you when you take part in one of our fundraising events or challenges, make a donation, play our lottery or raffles, buy items in our shops, apply to work or volunteer with us or use our website. If you are referred to one of our clinical services, we will collect data from you and may also receive it from other healthcare providers.

What type of information is collected about you?

Fundraising, visiting our shops, and playing our lottery
The personal information we collect about you for the purposes of our fundraising, lottery and retail activities might include your name, address, email, phone number, date of birth, I.P. address, photo or video image and financial information such as credit card details. You may appear in still images or video footage using Closed Circuit Television (CCTV) that is used on some Mountbatten sites for security purposes.
Volunteering with us
If you volunteer with us we will collect your name and contact details. We may also take still images of you or video footage using Closed Circuit Television (CCTV) on some Mountbatten sites.

Working for us
If you apply for, or take a job with us, we will store your contact information, bank details, and keep records of your employment history. You may appear in still images or video footage using Closed Circuit Television (CCTV) that is used on some Mountbatten sites for security purposes.

If you are a patient
If you use our clinical services, we will need to collect 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. In order to provide complete care, we may also collect some information about family members and carers. If you stay on, or visit our premises, such as our Inpatient Unit, we may collect your image on CCTV. It may also be necessary to take still images of you for medical purposes, such as in the case of pressure ulcers. We also receive data about our patients and their families and carers from other healthcare providers.

Using our website
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.

Use of 'cookies'
Like many other websites, the Mountbatten website uses 'cookies'. Cookies are small files stored on your computer that allow websites to recognise you when you visit. They store data about your browsing history but will not identify you as an individual. This helps us to improve our website and deliver a more personalised service.
You can switch off cookies in your browser preferences, but doing so may result in a loss of functionality when using our website. Click here to see more detail about how we use cookies and instructions on how to disable cookies if you don't want them to be used. By using our website and services you agree to be bound by the terms of this statement.

Links to other websites
Mountbatten’s website may include links to other sites, not owned or managed by us. We cannot be held responsible for the privacy of information collected by website not managed by us.

How we use your information
We may use your information for any of the following depending on our relationship with you.

For our fundraising, retail and lottery services we may collect data in order to provide you with products and services (sometimes as part of a contract), process a donation you have made, to send you newsletters and other communications about our work or to allow you to take part in events. We may also use your images and quotes for the purpose of marketing our services, explicit consent will be requested for this.

We may occasionally use desk research and profiling to identify potential donors and help us better understand our current donors. Such information is compiled using information you have provided and publicly available data. External sources could include Companies’ House, social media platforms, newspaper articles, and wealth listings. We may also use profiling to produce short biographies of individuals where they are due to meet with a staff member or attend an event.

We carry out research such as this in order to better understand donor motivations and preferences, with the aim of greater engagement with our supporters. By better understanding our donors we are able to tailor appropriate requests for support and ensure our approaches are relevant and consequently more effective.

We always seek to ensure that any research or profiling is done in a way that does not unreasonably or unexpectedly intrude on an individual's privacy. We also endeavour to make sure that in accordance with fair and lawful processing requirements under current legislation, individuals are made aware of the purposes for which we may collect and process their personal data at the earliest reasonable opportunity.

We respect your rights of privacy and are happy to provide further information about any profile details that we may hold about you in accordance with your data subject access rights under current legislation.
In accordance with those rights, you may also at any time request that we update, correct or delete any profile information that we may hold about you and/or no longer use it for direct marketing or fundraising purposes.

We collect personal data about job applicants and employees for administrative purposes and in order to comply with employment and safeguarding legislation, such as referrals to the Disclosure and Barring Service.

We collect personal data from our volunteers for administrative purposes and to comply with safeguarding legislation, such as referrals to the Disclosure and Barring Service. 

When we collect data from patients and their families and carers, we do so in order to provide care to them and protect their wellbeing. We also collect and store it for the purposes of audit, quality control, and incident reporting.

Who has access to your information?
We will never sell or swap your details with third parties.  We may share data you provide with trusted third parties, subcontractors, our regulators, and with law enforcement authorities.  We may share patient data with other healthcare providers with the patient’s consent. We may sometimes also be legally required to share it with local authorities and our regulator, the Care Quality Commission.

Your consent is important
For direct marketing communications we collect data only with your explicit consent, which you may withdraw at any time. We will enable you to record your preferences using tick boxes at various points when we communicate with you.

On correspondence requesting consent from you we will ask what types of communication you would like. Please see below further detail on what you would expect to receive for each type of communication:

Appeals and fundraising
Requests for financial support through mailings such as in memory appeals. Updates on new and existing fundraising initiatives.

Lottery and Raffles
Information regarding Mountbatten’s Lottery. Raffle tickets for Mountbatten’s raffle.

Mountbatten Events and Challenges
Information on a selection of Mountbatten’s organised events i.e. Walk the Wight, Santa Dash and Lights of Love etc.
Information on places in challenge events i.e. London Marathon, bespoke walks and bike rides etc.

Volunteering opportunities
Volunteering information including current vacancies.

Information about our services
Information about various Mountbatten services both existing and new developments.

Mountbatten news and publications
Newsletter mailings i.e. Connect newsletter and any interim updates from Mountbatten.

Accessing and updating your information
We care about the accuracy of the information we hold about you. If you believe any information about you is incorrect or out of date, please contact us.

Fundraising: 01983 217300 or email
Retail: 01983 217343
Lottery: 01983 217300
Volunteering: 01983 217320 or email

For patients, please contact our Mountbatten Coordination Centre on 01983 533331
At Mountbatten we take your security and privacy seriously. When we collect your personal information we use a variety of technical processes to prevent unauthorised access including firewalls, digital surveillance, and encryption. 

Any sensitive information you send to us (such as credit card details) will be encrypted. Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive 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.

If you are 16 or under
In some circumstances we may need to know if you are aged 16 or under and may refuse certain services, products or events unless we have your parent/guardian’s permission.

Your right to lodge a complaint with a supervisory authority

If you believe that we breached your privacy in any way, we urge you in the first instance to contact our Data Protection Officer. If you remain unsatisfied, you have the right to lodge a complaint with the Information Commissioner’s Office at the address below:

Information Commissioner's Office
 Wycliffe House
 Water Lane
 SK9 5AF
 Tel: 0303 123 1113 (local rate)
 01625 545 745 (national rate)

Changes to this policy
We may amend our privacy policy from time to time, so please check back every so often for updates. This policy was last updated March 2018.

 "What should have been a very stressful time was eased by the love, professionalism and warmth we received from all the staff." 


Sandra Aldridge, wife of Colin