The Myton Hospices by Numbers
We have three hospices; in Coventry, Rugby and Warwick
We care for people with a life-limiting illness aged 18 years and over in Coventry and Warwickshire, and provide support for their loved ones
40% of people are discharged from Myton after a stay in our Inpatient Unit
We spend 83p in every £1 raised on providing our services for patients and their families
We have more than 800 volunteers in a wide variety of roles across our hospices, shops and events, without them our work wouldn’t be possible!
We have almost 300 members of staff including our medical teams
Last year, despite the challenges of Covid-19, which limited our ability to offer some of our services, we still supported 1,400 people and their families, in our hospices, via our patient & family support services, and in the community through Myton at Home
We have to raise £7.8 million of the £10.5 million we need to provide our services free of charge
Less than 25% of our funding comes from the NHS
- We cared for 400 people in our Inpatient Units
- We cared for 206 people via our Myton at Home service
- 114 people used our Living Well Programme
- 156 people used our Fatigue and Breathlessness Programme
- 104 people used our Complementary Therapy service
- 215 people used our Physiotherapy service
- 188 people used our Occupational Therapy service
- 279 people used our Lymphoedema service
- 200 people used our Counselling service
Care Quality Commission Reports
Our three sites are also regularly inspected by the Care Quality Commission...
The Myton Hospices Accounts
As a charity we are required by law to publish our accounts, they can be read below...
The Myton Hospices Accounts
The Quality Account is an annual report that summarises how the organisation is working to improve the quality of its services, the progress we have made and our priorities for the coming year.
Our fundraising approach
As a charity founded and supported predominantly by its local community, The Myton Hospices takes very seriously its responsibilities to ensure our fundraising approach not only complies with the law but also follows best practice and strives to deliver the best possible experience for our supporters.
We are very fortunate to have an extremely loyal and active supporter base and we would never wish to cause our supporters offence or want anyone to feel unduly pressured to give, especially when they already support our charity so generously. We actively encourage feedback from our donors and supporters and we are proud that the rate of complaints about our fundraising approaches and activities is extremely low.
Our vision is for every Myton supporter to have an excellent experience
It is a bold aim and to achieve it we have developed a Supporter Strategy with five key promises:
- Integrity – We will acknowledge and say sorry when we get things wrong
- Compassion – We will tell our supporters about the difference their support is making to our patients
- Accountability – We will allow supporters to control what communications we send them and how we send them
- Respect – We will never share, sell or swap a supporter’s personal data with any third parties for marketing purposes
- Excellence – We will be responsive and treat our supporters as we would like to be treated
By delivering on our promises, we hope our supporters feel valued and proud to support The Myton Hospices and share their support with others.
We are registered with the Fundraising Regulator, where charitable organisations agree to the commitment made to donors and the public as set out in the Fundraising Promise and to ensure that we remain at the leading edge of compliance and supporter satisfaction. This includes all Myton fundraising activities along with fundraising activities being arranged by individuals/groups/businesses/associations etc. on behalf of and in aid of The Myton Hospices.
Full details are available via their website at www.fundraisingregulator.org.uk
We will not stop listening and learning to make our supporter experience the best it can be.
Our fundraising costs
Just under 80% of the income we need is generated through Income Generation activities.
- For every £1 donated to fundraising, 83p is spent on delivering care and support
- For every £1 entry into the Myton weekly lottery, 67p is directly spent on delivering care and support
- For every £1 invested in fundraising we return £5.48 in additional income for our work
- For every £1 invested in lottery, we return £3 in additional income to fund our work
(the above figures are based on 2019/20 financial accounts)
Use and management of supporter data
When we collect data from our supporters, we allow them to make decisions about how we can contact them. They can opt out of receiving any future communications via mail, email, telephone or face to face.
We record these preferences on our database and use them whenever we select data for marketing purposes. You can let us know your preferences by completing our Communication Preference Form
We communicate weekly with our lottery management company to ensure our data for everyone playing in the Myton lottery is up-to-date and accurate
Periodically, we may send our supporters’ data to an external agency to check its accuracy. The agency matches our data against national registers for change of addresses, deaths and the Royal Mail postal address database. We use the results to update our data. The agency does not retain the data or pass or sell it on. They destroy it immediately after the completion of our work.
Our fundraising activities
To deliver our fundraising programme we employ our own specialist fundraisers as well as benefitting from a large number of dedicated volunteers who give their time, energy and passion to raise valuable funds and share the story of the Hospice. We also use professional fundraising agencies, such as door-to-door canvassers, to deliver parts of our fundraising programme, which we do not have the capacity to deliver internally. We also work with an external management company to operate our lottery. These external agencies go through a robust selection and quality assurance process and are continuously monitored by us throughout their partnership with the Hospice. Any comments or complaints raised to us about their behaviour are addressed immediately.
We ensure our external agencies comply with the law, the Institute of Fundraising (IOF) codes of Practice and external bodies such as OFCOM, the Fundraising Regulator and The Gambling Commission.
Our current fundraising programme is broad and contains a number of fundraising activities including community and event fundraising, trust and corporate fundraising, in memory and individual fundraising and legacy fundraising. We also use mailing appeals, telephone calls and door to door canvassing to deliver our individual giving programme including our lottery.
We send out mailings (postal and electronic)with a direct request for a donation from our supporters and in addition to this, there are other forms of communications we send out to supporters in order to raise awareness of our fundraising activities and events along with updates about our work and how people can support our charity. All of our mailings are delivered in line with our supporters’ communication preferences and there is an opportunity for supporters to opt out of receiving future communications in each mailing. Currently we do not buy any data to recruit new supporters. We use the Mailing Preference Service (MPS) to avoid mailing persons registered with this service who are not already existing supporters who have provided us with permission to contact them by this method.
We use the Telephone Preference Service (TPS) on all our campaigns, and we use legitimate interest for calls which ensure that if a supporter has not given us direct permission to call them, we will not call them. We have our own in-house Telephone Fundraising Team who undertake stewardship and campaign calling and ensure we have very strong and effective processes in place to stop calls as soon as a supporter says “no” or if there is any worry over the vulnerability of a supporter. We have the ability to listen in on the calls made as and when we want.
Door to door
We use door to door canvassing to sell subscriptions to our lottery. We use agencies alongside our own Myton team to deliver this work. The canvassers go through a thorough training programme including an induction here at the Hospice. They have prominent and clear identification to say they are working for us. The canvassers obey ‘no cold calling’ signs and if a householder does not want to engage with them at the door they respect that and move onto the next house. Where we employ external organisations to assist our activities their conduct will be governed by contracts with strict conditions on their behaviour. Periodic quality control checks will occur to ensure their compliance with best practice.
Comments, compliments and complaints
We welcome our supporter’s comments. Their compliments let us know when we are getting things right and it is good to be able to tell staff and volunteers that they are doing well.
We work hard to deliver a high quality service to our supporters. Despite our best efforts, we may not always get everything right. When this happens, we would encourage them to let us know as soon as possible so that we can try our best to resolve the problem. If they are not happy that the problem has been resolved, they may want to make a formal complaint. We welcome complaints - they help us reflect on how we can improve and to get things right next time. We treat all complaints very seriously and supporters are welcome to have a copy of our formal complaints procedure.
If you have any questions, please contact Donor & Supporter Care on 01926 358383 or email DSCT@mytonhospice.org
You can also contact the Fundraising Regulator to end direct marketing communications from charities you wish not to hear from via their Fundraising Preference Service (FPS) or indeed to make a formal complaint regarding a charity. Full details are available via their website at www.fundraisingregulator.org.uk
I would also welcome hearing from you with any comments or queries and you can get in touch with me via my contact details below.
Director of Income Generation and Supporter Engagement
Charlotte.email@example.com 01926 838837