Our Supporter Promise


At St Luke’s Hospice Plymouth, our supporters are critical to our success. We have only been able to deliver exceptional end of life care over the past 33 years because of the generosity of our supporters. This much needed support has been invaluable over the years, without this support we would not have been able to carry out our life changing work ensuring that our patients live as happy, pain free and stay with their loved ones as long as time allows and then ultimately facing death not alone and with dignity.  That is why your trust is vital to us and why we are committed to being fully transparent and accountable to you, as without you St Luke’s Hospice Plymouth would not exist.

OUR PROMISE TO YOU


1.    Transparency about how we use your donations.

a.    We spend your donations in the most responsible way to best impact the lives of local people living with and dying from a terminal illness.

2.    True stories that demonstrate how you transform local lives.

a.    We will share with you stories of how your donations influence and make our work possible.  All stories which demonstrate how your support positively influences our work will of course only be shared with the full consent of our patients and their families.

b.    We will from time to time be honest about the challenges we face and share these with you via different media methods.

3.    Respecting your privacy and choices

a.    We will never sell your data or personal information to any external organisation outside of St Luke’s Hospice Plymouth.  We will only share your data if you explicitly ask us to.

b.    We will never make cold telephone calls (ring you if you are unknown to St Luke’s Hospice) to members of the public.

4.    Ensuring you are happy with how we approach you

a.    We will further enhance the options for how you choose to hear from us, making it easy and clear of the choices available.  We will never contact you through a different method unless it becomes a legal requirement.

b.    Our staff, volunteers and suppliers will uphold and adhere to the Institute of Fundraising (IoF) policy on vulnerable people; furthermore we will ensure this by our regulation and membership of the Fundraising Standards Board (FRSB).

5.    A friendly and honest approach when you contact us

a.    When you contact us we will always be polite, friendly and try to resolve any concerns or issues with you direct.  When we do get things wrong we will be upfront about these mistakes and of course apologise and fix and prevent them, where possible.

b.    All complaints will be handled in line with our complaints procedure and each of these complaints, even if satisfactorily resolved, will be reviewed at the highest level within St Luke’s Hospice Plymouth.

If you wish to discuss any of our supporter promise or the recent media coverage of national charities, then please do not hesitate to contact our Supporter Care Team on: 01752 492626.  We also fully comply with all relevant laws including the Data Protection Act 1998; the Privacy and Electronic Communications Regulations 2003; the Telephone Preference Services; and the Gambling Commission and are members and regulated by the Fundraising Standards board and the Institute of Fundraising.

Once again, we thank you for making St Luke’s Hospice Plymouth what it is today.

St Luke’s Hospice Plymouth - “Only with your Help”.....

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