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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“Prama is my third company and best by far!”

Age Concern Poole Activities

WhatWeDoCTA1

Age Concern Poole is a local organisation which provides helpful services for many of the elderly residents in Poole. They have been operating for over 30 years and, in that time; they have helped to improve the lives of many elderly and vulnerable people in the area.

One of the many services Age Concern offer are the Pop-Ins which are located in various churches, halls and homes in the district. These sessions allow for elderly residents to congregate in a safe, friendly environment where they can socialise and take part in a number of fun activities.

Activities And Events 

The amazing staff (comprised mainly of volunteers) organise a variety of different events including parties, lunches and bingo sessions for the residents on a weekly basis. Tea and biscuits are always available in abundance and they also organise a Christmas lunch every year to celebrate the festive season.

CSWCTA1The pop-ins provide a perfect setting for residents to catch up with one another and discuss memories, and Age Concern’s team are always around to lend a helpful hand should they be needed.

Each session requires just a small entry fee; however, there are no membership or subscription charges required for any of the pop-ins as they are not intended to be a club. As a result, residents do not face any form of obligation and they may attend as many or as few pop-ins as they wish.

Learn more about Age Concern Poole 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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