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.

Read More

“I couldn’t manage without this friendly team of people”

Development Workers

AboutPramaCTA1In addition to the primary care services that Prama provide, we also fund Development Workers to research and develop new ideas for our operations. The DW’s will explore new ideas and initiatives that Prama can pursue in order to provide our customers with the best services possible.

Whilst we provide funding for certain periods of time, the Development Workers are looking for ventures that can ultimately become sustainable in the near future in order for them to facilitate growth for Prama, both financially and experientially. Successfully achieving this will mean our customers will have more and more services to benefit from in the future and, as a result, this will allow the Prama experience will develop.

New Services

A few examples of the Development Worker’s successful projects are the introduction of social events such as coffee clubs and knitting groups that are available to the residents. These require a small entry fee which enables the groups to be self sustaining with no further funding from Prama required.

We have recently partnered with an amazing organisation called Age Concern Poole to synergise our efforts into one collaborative experience. Age Concern provides residents with a range of different opportunities including a bus system and small events called pop-ins. These pop-ins do not require any membership fees and they allow residents to partake in activities such as parties, bingo and lunches.

PramaBan2In addition, Prama helped establish a service called FACE (Family and Community Enrichment) which can be found in Immanuel Church, Southbourne. FACE hold meetings for carers and people experiencing bereavement as well as sessions where speakers can give advice to those in need.

Our collaboration with Development Workers is an on going process and shows how Prama are continually looking for ways to improve the quality of our customers experience and grow the business at the same time.

You can learn more about our development workers and the work they do by clicking here.

Copyright © 2015 Pramacare Site Map Privacy Policy

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

Powered by Intergage