Complaints Policy

Prama aspires to provide excellent support to vulnerable people. To achieve this it takes a comprehensive approach to the pursuit of quality assurance ensuring that mechanisms are in place to ascertain quality of service provision from many angles. This will be achieved through:

  • Regarding complaints as an opportunity for service improvement
  • Ensuring there are robust means of monitoring staff
  • Ensuring that  team meetings are routine
  • Undertaking semi structured interviews with the most dependent clients
  • Gathering information and comment through a client/carers forum
  • Undertaking an annual survey
  • Reporting the outcomes of the above mechanisms to both management and Trustee meetings.

Complaints Procedure

  • All complaints are logged in Head Office.
  • The person who has received the complaint completes a complaint form.
  • All complaints are thoroughly investigated in line with Prama’s Complaints Policy.
  • If a complaint is made by a client, their Area Care Manager will investigate and respond within 5 working days.  A report will be made available within 28 working days.  Any action emanating from the report will be carried out immediately and, if necessary, staff disciplinary procedures will be implemented.
  • If the complaint is about a specific Care Support Worker, that member of staff will be removed from the client’s care team. 
  • If the complaint is against senior management, the Chief Executive Officer or a Trustee will carry out the investigation.
  • If the complaint is against Senior Management the case will be investigated by the Chief Executive Officer or Trustee if appropriate.
  • If the complaint is of a general (non-care) nature, an appropriate member of the management team will respond within 5 working days and carry out an investigation and report back to the complainant within 28 working days.

Learning from complaints

  • Prama regards complaints as healthy and will use this as a means of improving practice.
  • All complaints with status and outcomes are reported to the full Board of Trustees.
  • Quarterly reports are presented to the Quality and Compliance subcommittee for analysis and action planning.

Our Vision

A world where no-one is unfairly disadvantaged or excluded because of age or infirmity and where every person can enjoy life as they age.

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"I’m treated with respect and am well looked after”

Prama Shops

Prama have a number of shops in the Dorset area which provide members of the public with a range of quality goods. We separate these into two distinct categories: PramaFair/fairtrade (not to be confused with Fairtrade!) and our Charity shops.

PramaFair

PRCTA1PramaFair is a shop located in Salisbury Street, Blandford which we’re happy to announce will be celebrating its first anniversary this October. It is primarily run by volunteers and is open between 09:30am and 4:30pm Monday to Saturday.

In addition, the shop also has an official eBay page for customers who would like to make a purchase online.

Here, you can find a variety of new items including jewellery, homeware and groceries and any purchases made at PramaFair benefit the Dorset community as the products we sell are all locally sourced.If you’re looking for Preloved goods, our charity shops have a lot to offer: there’s a large selection to choose from with clothes, household items and furniture to name but a few.

Pre Loved Goods

PLCTA2Prama has five charity shops located in West Moors, Parkstone, Tuckton, Kinson and Wimborne so you can be sure there is always a shop nearby.All of the goods for sale at our charity shops are kindly donated by members of the public; however, we still ensure that everything we sell is high quality.

To differentiate ourselves from other local and charity shops, PramaFair and the Prama Charity shops endeavour to stock unique and useful items that would not be found easily elsewhere, meaning there is likely to be something of interest to anyone who visits.

Furthermore, we have chosen the location for these shops so that they are easily accessible for customers anywhere in the Dorset area.

If you would like more information on PramaFair or our charity shops, please visit the retail section of our website by clicking here.

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Prama is a trading name of Pramacare, a Christian-based Dorset charity, providing care and support services.
All rights reserved. Registered Charity Number 801967

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