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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“Lovely, friendly, smiling helpers”

Prama Community Champions

SittingServicesCTA2Prama’s first and foremost priority is to provide care and assistance to older people at home. We do this by offering great services such as general personal care, sitting and domestic support and we are now extending our reach through the introduction of Community Champions.

The Community Champions scheme is funded by Prama and is intended to afford older residents with specific advice and information on a wide array of issues through the help of a number of carefully selected individuals. If you are unsure on anything from bus times to scheduling a doctor’s appointment, community champions can be trusted in giving you honest, pragmatic advice.

Many of the amazing volunteers in our clubs have been chosen to be a champion as they have excellent experience in care work and of Prama in general, which also means they can have a strong relationship with the person they are helping.

Knowledge And Advice

In addition, we are also continuously acquiring members of the community from outside of the business who have an excellent knowledge on different topics in order to further extend the benefits to the scheme. We aim to have champions located in a variety of locations throughout the area to ensure there is always help close by.

CommunityGroupsCTA1Our champions will be able to answer any questions given to them and will also endeavour to build a strong, trusting relationship with the residents to ensure they know they are safe.

This scheme will increase the number of benefits we can provide our residents with by keeping them up to date on important information as well as providing them with a person they know they can count on. 

For more information on our Community Champions, please click 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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