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’m treated with respect and am well looked after”

Twiddlemitts Are Taking The Area By Storm!

WhatWeDoCTA2

So, what is a Twiddlemitt? Knitted mittens with items of varying texture attached inside and out. They are knitted by volunteers using bright coloured wool and lots of attachments. The aim is for dementia patients to keep their hands warm and have things to fiddle with – a common need in dementia. 

Benefits

Researchers have found that Twiddlemitts provide simple stimulation for people with dementia and other memory conditions. They minimise agitation, increase flexibility of the fingers and soothe fidgety hands.

The Alzheimer’s Society state that:

Sensory stimulation is important for people with dementia, and can improve wellbeing and quality of life. During the later stages of dementia, people often develop increased difficulties with reasoning and language, meaning that they may be unable to process information or communicate through words. They will still have some or all of their senses.

 http://www.alzheimers.org.uk/site/scripts/documents_info.php?documentID=115

Attached to the inside and outside of the Twiddlemitts can be pompoms, bells, zips, ribbons, buttons and beads. These items ensure that patients have a gentle, reassuring distraction.

Paula from Prama said:

“Twiddlemits have been invented to reduce agitation and restlessness, and therefore stress amongst dementia patients.

They can be invaluable to some patients as it reduces restlessness and increases their flexibility”

If you are interested in creating a Twiddlemitt for a dementia patient, the knitting pattern couldn’t be simpler:

  • For the cuff, cast on 40 stitches. You’ll either need to use chunky wool or 2 strands of double knitting wool.
  • For 11 inches, work in stocking stitch. Stocking stitch is where you alternate between plain and pearl.
  • For the muff body, continue in stocking stitch using leftovers of various textures of wool. You could use a combination of chunky and mohair.
  • Do this until it measures 23 inches and then cast off.
  • Neatly sew together and turn inside out.
  • Add your bits and bobs! (Ribbons, buttons etc)

FreeSubsidiesCTA2

Pramacare is hoping that volunteers will get out their needles and put their knitting skills to good use. You’ll just need your needles along with some wool and a variety of bits and bobs you can attach. Be creative, but just make sure each item is secure.

If you’ve made a Twiddlemitt for us, please pop in or send it to one of our offices or shops. Click here for contact details.

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