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St Oswald's Hospice

"In one of our own volunteer’s words,‘taking card payments has gone from frightening to being a doddle’.”

Charlotte CharltonRetail Operations Manager, St Oswald’s Hospice

Customer: St Oswald's Hospice

Industry: Charity

Location: UK, Nationwide

System: Opayo payment terminals

Partner: Kudos


Founded over 30 years ago, St Oswald’s Hospice is a charity in the North East providing specialist and palliative care for babies, children, young people and adults with life-limiting conditions. St Oswald’s continually strives to grow its services so that everyone in the region can have expert, dignified and compassionate care when they need it most. The charity’s network of retail stores contribute around a third of the income St Oswald’s needs in order to provide their services annually.



Previously on their old system, St Oswald’s 25 charity shops were running on antiquated tills with handwritten stickers for Gift Aid and standalone card machines, which volunteers were nervous to use. The charity was looking to simplify the payment process for its team of 500 shop volunteers, and make the experience more streamlined for customers. “We had a very archaic and basic till system which was hard to use. It put many volunteers off from being till trained,” says Charlotte Charlton, Retail Operations Manager for St Oswald’s.

The standalone card machine meant volunteers had to manually key in the amount which leaves room for human error. Charlton cites an example of a volunteer accidentally keying in 90p instead of £90, and the customer leaving with the goods at that price. “Volunteers are heartbroken if they think they’ve made a mistake that causes the hospice to lose out on funds,” says Charlton.

Wanting a user-friendly, quick and efficient modern payment solution that would bring St Oswald’s stores into the 21st century, the hospice went out to tender and selected Opayo and its trusted partner Kudos to deliver the winning formula.

The Result 

  • Cashing up time reduced by 50%
  • Automated Retail Gift Aid removes manual inputting
  • Access to instant sales data enables informed decision making
  • No loss of payment connection through integrated card reader
  • Opayo brings 99.9% uptime which is crucial for charities such as St Oswald's