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Privacy Policy

Dove Hospice & Wellness
Client Privacy Policy

This Privacy Policy was last updated on 2 September 2022

  1. About this Privacy Policy

This Privacy Policy sets out how we collect, store, use and disclose your personal information in accordance with our privacy obligations under the Privacy Act 2020 (the Act) and the Health Information Privacy Code 2020 (the Code), and your rights to access and correct personal information held about you.  It applies to all users of our services.

When we say “personal information” we mean identifiable information about you, such as your name, email, address, telephone number and so on. When we say “health information” we mean the information described in clause 4(1) of the Code, which is information about an individual’s health and medical history, information about any disabilities the individual has or had, information about health services or disability services being provided or that have been provided, information provided by an individual in connection with the donation, testing or examination of any body part or bodily substance, and any information collected before or during and incidental to the provision of any health service or disability service to an individual.

In this Client Privacy Policy “we”, “us”, “our” and “Dove Hospice” collectively refers to “we”, “us” and “our” and “Dove Hospice” collectively refers to Eastern Bays Hospice Trust trading as Dove Hospice & Wellness.

Where a defined term is used in this Privacy Policy, but that term is not defined in this Privacy Policy, then that term will have the meaning given to it in the Terms of Use.

  1. Changes to this Privacy Policy

We may amend the terms of this Client Privacy Policy from time to time and will notify you of any changes by posting an updated version on our website. It is your responsibility to check this Client Privacy Policy periodically for changes.

Your continued use of our services following notification of any changes to this Client Privacy Policy constitutes acceptance of those changes. If you do not agree with any aspect of the updated Client Privacy Policy, you must immediately cease all use of our services.

  1. Information we collect

We may collect, store, and use the following types of personal information from you either directly or directly, when you complete any form (including online forms), sign our admission forms, or otherwise register to use any of our services, or provide any other information in connection with your use of our services:

  • Personal details such as your name, address, and contact details.
  • Photographs of you for recording aspects of your health and treatment (in which case we will always maintain your photographs in accordance with the Act and Code).
  • Demographic information such as gender, date of birth and ethnicity.
  • Your next of kin name(s) and their contact details.
  • Health information that is relevant to the services we provide you with.
  • COVID-19 related information necessary to meet our health and safety obligations.
  • Records of any consent you have given and the subject matter of that consent; and
  • Personal care and welfare information.

We collect or obtain personal information from authorised third parties. This includes information such as medical tests, or medical histories obtained from your GP, Health New Zealand, the Māori Health Authority, physiotherapists, district nurses, dietitians (including dietitians from the University of Auckland) and other healthcare providers. 

We may also create or obtain personal information, such as evaluative records about your interactions with us, and any interactions we have with your nominated representatives. Evaluative information may be confidential to us.

You can always choose not to provide your personal information to us, but it may mean that we are unable to provide you with certain services.

We only keep your personal information for as long as we require it for the purposes of providing you with our services and for our record-keeping purposes. Following that period, we’ll make sure it’s deleted.

  1. When might we disclose your personal information?

We will not disclose your personal information to any third party unless you have given us permission to do so, in this Client Privacy Policy or otherwise.

Except as expressly stated in this Client Privacy Policy, we will only disclose your personal information outside of Dove Hospice if it is necessary and appropriate to facilitate the purpose for which your personal information was collected, including the provision of our clinical services, or a directly related purpose. This may include, for example, disclosure of personal information to:

  • Verify your identity and application/admission details.
  • Health New Zealand and/or the Māori Health Authority, for the purposes of fulfilling our obligations with them.
  • General Practitioners, Health New Zealand, physiotherapists, district nurses, dietitians (including dietitians from the University of Auckland) and other healthcare providers.
  • Any person properly appointed to audit our clinical services; and
  • Third-party service providers, including any sub-contractors, to enable us to provide our clinical services. 

We will not otherwise disclose your personal information unless we believe on reasonable grounds that you have provided your authorisation. However, you should be aware that we may be required to disclose your personal information without your consent in order to comply with any court orders, subpoenas or other legal process or investigation including by tax authorities, if such disclosure is required by law, or if we consider it necessary to reduce a serious threat to an individual’s life or health or to the health or safety of the general public. Where possible and appropriate, we will notify you if we intend to disclose your personal information in these limited circumstances. 

  1. Links to other websites

Our websites ( and may contain links to other websites that are not under our control, and which may not follow the same privacy policies as us.  We have no responsibility for the linked websites and provide them solely for your information and convenience only. We specifically disclaim responsibility for their content, privacy practices and terms of use, and we make no endorsements, representations or warranties about their accuracy, content, or thoroughness. Your disclosure of personal information to third party websites is at your own risk, and we recommend that you check any relevant privacy policies before providing your personal information to any third party.

  1. Storage and security

We are committed to protecting the security of your personal information and we take all reasonable precautions to protect it from unauthorized access, modification, or disclosure.

Dove Hospice implements and maintains organisational and technical security measures that are designed to provide reasonable protection against the loss, interference, or misuse of your personal information and to prevent unauthorized access, modification, or disclosure of that information.

If you have accessed our websites, we take all reasonable precautions to protect your personal information from unauthorised access, use, modification, or disclosure, but no data transmission over the internet can be guaranteed to be completely secure. As such, we cannot ensure the security of any information you transmit or receive through our websites and these activities are conducted at your own risk.

If you believe there may have been a privacy breach, please contact us as soon as possible using the contact details provided below.

  1. Retention

The length of time we keep your personal information depends on what it is and whether we have an ongoing clinical need to retain it (for example, to provide you with a service you’ve requested or to comply with applicable legal requirements

We’ll retain your personal information for as long as we have a relationship with you and for a period of time afterwards where we have an ongoing need to retain it, in accordance with our internal retention policies and practices. Following that period, we’ll make sure it’s deleted or anonymised. Otherwise, as a general rule, we only keep your personal information for as long as we require it for the purposes of providing you with our services.

  1. Your rights to access, correct and update your personal information

It is your responsibility to ensure that the personal information you provide is accurate, complete and up to date.

You may request access to the personal information we hold about you, request that we update or correct any personal information we hold about you, ask us to restrict or cease processing your personal information or even delete your personal information, by setting out your request in writing and sending it to us at the contact details set out below.

We will review your request as soon as reasonably practicable to comply with our legal obligations.  If we are unable to give you access to the information you have requested, we will give you reasons for this decision when we respond to your request.

  1. Contact us

If you have any concerns about this Client Privacy Policy, the use or collection of your personal information, or would like to access or request correction of your personal information held by us, please contact our Privacy Officer in one of the following ways:

  • Postal Address: Dove House, 207A Riddell Road, Glendowie, Auckland 1071
  • Email: 
  • Phone: (09) 575 4555

We may request that you provide us with your questions or concerns in writing. We will respond as quickly as possible (our target response is 20 days) and handle all complaints in a way that is fair and consistent.

  1. Privacy Commissioner

If you are not satisfied with our response to any privacy-related concern you may have, you can contact the Office of the Privacy Commissioner online at, or:

Office of the Privacy Commissioner
PO Box 10-094
Wellington 6143, New Zealand
Phone: +64 4 474 7590
Enquiries Line: 0800 803 909

  1. Publication

This Client Privacy Policy is available on Dove Hospice’s website,

  1. Review

This Client Privacy Policy was reviewed by Dove Hospice’s Board on [September 22] and will be reviewed at least every 24 months.