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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99% say they would recommend Prama to a friend

Prama appoint a new CEO!

Steve Robinson CEO 2We are very pleased to announce the appointment of Steve Robinson as our new CEO. He will assume responsibilities in the New Year, succeeding Jeff Russell, who is retiring after 5 years with the charity.

Steve has a long history in the leadership of local, national and international charities and social businesses.  He has been instrumental in the development of innovative mental and physical health care services and community centres, including ground breaking cancer and dementia advocacy programmes.  An international speaker and trainer on issues of demographics and intergenerational solidarity, Steve has also been involved in working with the development of Age Friendly Communities, contributing to the United Nations on the recognition of the human rights of older people.

Commenting on the appointment, Steve said “I am both delighted and honoured to be appointed Chief Executive at Prama.  As a local charity, it does so much to support vulnerable adults, helping them to avoid the loneliness and isolation that can lead to frailty and exclusion in old age.  This enables them to enjoy their independence whilst living in their own homes. I am looking forward to making my contribution to such a committed and capable staff team and to the many volunteers and partners we have across the area as together we seek to provide an excellent service to our community”.

Steve is a great believer in the power of communities and adds: “For many older people Christmas can be difficult. Recent research from Age UK has indicated that 60% of older people don’t expect happiness to be a part of their Christmas this year.  This is simply not the way it should be, and it’s only by working together in genuine partnerships, forged between local authorities, charities, churches and families that we will intentionally create the community we want to live in”.

Prama, whose head office is in Poole, was founded in 1982 as the Christian charity, Pramacare, by the late Dr Chris Moran, initially to provide support to people leaving hospital.  The charity now employs around 300 staff and continues to provide a highly respected homecare service to more than 550 clients; nail care to over 800 clients; a range of clubs for older people and those living with dementia; carers’ support groups; several charity shops; a fair trade shop and a befriending service.

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Prama is a trading name of Pramacare, a Christian-based Dorset charity, providing care and support services.
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