Privacy & Complaints Policies

Privacy Policy

Peace Arch Hospital Foundation (the "Foundation") is committed to protecting the privacy of our donors, volunteers, employees and other stakeholders.  We value your trust and recognize that maintaining this trust requires that we be transparent and accountable in our treatment of the Personal Information that you choose to share with us. The Foundation does not, under any circumstances, rent, sell or trade our mailing lists.

During the course of our various activities and events, the Foundation gathers and uses personal information to carry out its work. You can expect us to carefully protect your personal information that has been collected.

Questions, inquiries, concerns or complaints relating to the policy on treatment of personal information can be directed to the Foundation’s privacy officer:

Director, Finance & Administration
privacy@pahfoundation.ca

Full Privacy Policy:

This policy will establish guidelines to govern privacy practices for dealing with personal information in a manner that recognizes the rights and privacy of individuals while maintaining the Foundation’s goal of raising funds in support of its mission.

Personal information is that which relates to an identifiable individual, is limited to name, address, postal code, telephone number, donation value and method, and relationships the individual has with the Foundation i.e. member of staff, affiliation to businesses that support the Foundation, volunteer affiliation, grateful patient.  Other information shared with the organization by the donor for recognition purposes will be maintained i.e. advice re: estate gifts. Information that is not classified as personal information is professional contact information and work product information and is not relevant to this policy.

PURPOSE

Peace Arch Hospital Foundation raises funds through a variety of fundraising activities to support the purchase of capital equipment and healthcare programs within Peace Arch Hospital and throughout the White Rock/South Surrey community.  The information collected through these actives is used to keep donors and participants informed and up to date on the activities of the Foundation including programs, services, special events, open houses, funding needs, opportunities to volunteer and to give, and more through periodic contact.  Information is also collected for the purpose of issuing tax receipts and acknowledgement letters.

CONSENT

Consent is implied when a donor voluntarily provides information when making a gift or requesting information for future purposes.  When a gift is made it is reasonable to assume that the information will be used to send an acknowledgement letter, an income tax receipt and future appeal mailings for support.

COLLECTION

Personal Information is collected from the following individuals: donors, employees, volunteers (including board members and committee members), and prospective donors.

The Foundation will collect information that is reasonably necessary to fulfill its charitable purpose. This can include but is not limited to the following biographical information: name, address, and phone number as well as gift information including gift amount, date, and type of gift as well as particular areas of interest within the hospital. Other relevant/pertinent information shared in conversations with donors is also included.

Information collected automatically from Peace Arch Hospital Foundation website:

  • The Internet Protocol Address and domain name used. The Internet Protocol address is a numerical identifier assigned either to the donor’s internet service provider or directly to the donor’s computer. This address can be translated to determine the domain name of the donor’s service provider (e.g. pahfoundation.ca)
  • The type of browser and operating system
  • The date and time of the visit
  • The web pages or services accessed
USE

Personal information will be used to keep the donors and/or participants informed and up to date on the activities of Peace Arch Hospital Foundation including programs, services, special events, open houses, funding needs, opportunities to volunteer and to give, and more through periodic contact. Only information that is reasonably necessary to fulfill those purposes will be used.

DISCLOSURE

Information will not be released to any other organization or entity that is not affiliated with the charitable purpose, absolutely.  The Foundation does not, under any circumstances, rent, sell or trade our mailing lists.  Personal information necessary for mailing appeals may be disclosed to suppliers for the purpose of providing print and/or mail services.  When these types of services are contracted, a confidentiality agreement is signed by the Third Party to ensure compliance with the Foundation’s privacy policy and any applicable privacy legislation.

RETENTION

Personal information will be kept as long as necessary to fulfill the original purpose for which it was collected or is required by law.

ACCURACY

Personal information shall be as complete, accurate and up-to-date as possible. Donors and other stakeholders are encouraged to review, correct and update personal information.

SECURITY 

Personal information gathered by the Foundation shall be kept in confidence. Foundation staff shall be authorized to access personal information based only on their need to deal with the information for the reason(s) for which it was obtained.

Appropriate physical and electronic measures shall be used to ensure personal information is secure. Access to donor and volunteer records shall be limited to those who require such information to fulfill their job responsibilities. Special protection shall be given to all records pertaining to anonymous donors. The confidentiality of donor and volunteer records shall continue after the relationship with the individual has ended.

All staff and volunteers sign a confidentiality agreement when they join the Foundation.

ACCESS 

Any donor or prospect has the right to access the information the Foundation has collected. Any complaint will be responded to in writing within 30 days.  An individual also has the right to update their personal information to ensure accuracy. If for any reason there becomes need for further investigation, notification will be provided outlining steps being taken to resolve the issues.

PRIVACY OFFICER CONTACT INFORMATION

Individuals that have a concern regarding their personal information held at Peace Arch Hospital & Community Health Foundation are asked to supply, in writing or by e-mail, their concerns or request for information. All concerns related to Peace Arch Hospital Foundation’s Privacy Policy should be forwarded to:

Privacy Officer
Peace Arch Hospital Foundation
15521 Russell Avenue
White Rock, BC  V4B 2R4

T: 604.535.4520

F: 604.541.5820

privacy@pahfoundation.ca

Complaints Policy

The Peace Arch Hospital Foundation (the “Foundation”) is committed to high standards of conduct and to providing excellent service to all its stakeholders. It is recognized that from time to time there may be concerns or complaints and that our stakeholders have the right to raise such concerns or complaints. The Foundation is committed to a process for resolving concerns or complaints which is timely, fair and respectful.

Complaints can be sent by email, fax or regular mail:

complaints@pahfoundation.ca

F: 604.541.5820

Our mailing address:
Peace Arch Hospital Foundation - Complaints
15521 Russell Avenue
White Rock, BC  V4B 2R4

GUIDING PRINCIPLES:

  • Complaints will be dealt with promptly and resolved as quickly as possible
  • The review process is fair, impartial and respectful to all parties
  • Updates are provided to complainants during review processes if appropriate
  • Complainants are provided clear reasons for any decision made relative to the complaint if appropriate
  • Complaints are used to assist in improving services, policies and procedures

TYPES OF COMPLAINTS:

For this policy a complaint is defined as an expression of dissatisfaction about the service, actions, or lack of action by the Foundation as an organization or a staff member or volunteer acting on behalf of the Foundation. This policy applies to external stakeholders of the Foundation. Internal complaints should be reported through management or under the Foundation’s Whistleblower Policy, as appropriate.

PROCESS:

  • A complaint is submitted by mail, fax, email or through the website to the Foundation
  • A complaint will be forwarded to the Executive Director who will review all complaints/concerns and ensure that the appropriate individuals are engaged
  • The Executive Director will ensure acknowledgement of receipt of the complaint to the complainant and keep that individual informed through the decision process if appropriate
  • All complaints will be handled in a timely, fair and consistent manner
  • Every effort will be made to review and respond to a complaint within 30 days
  • All employees have a responsibility to have a working knowledge of the complaint resolution process
  • A summary of complaints received will be reported to the Board of Directors quarterly