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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Carers Support Group

AboutPramaCTA3Prama understand that, when looking after a friend or family member, sometimes you may need assistance yourself. Care work can often involve plenty of long hours and commitment and that’s why we have created carer support groups in order for us to make life a little less stressful.

Carer Support Groups allow for people of all ages to meet with members of staff from Prama as well as other support workers themselves to discuss issues they are facing as well as get to know each other.

These meetings can help to solve current or potential problems that people may be facing and allow for a relaxed, informal medium of communication between carers and trained staff. The groups take place in a wide variety of locations in the local area to ensure convenience for all who would like to participate.

Group Help

CommunityServicesCTA2Whilst our staff members are present at all meetings, it is not uncommon for the carers to form relationships with one another and provide peer support on an ongoing basis. This is something we definitely encourage as the groups allow people to build a network of contacts they can depend on.

The format of the groups helps people to relax amongst like minded individuals company in a warm, friendly environment and talk to others in similar circumstances. They also ensure carers do not feel isolated or alone with their issues and allow for people to share their stories and ideas on how to best improve situations.

If you would like to speak with a member of staff regarding Carer Support Groups, please visit our contact page 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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