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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Prama's staff retention rate is second to none

Poole Conversation

It’s not often that you get the Assistant Chief Constable, the Mayor, the hospital Chief Executive, the Leader of the Council, the Principal of the College and numerous other movers and shakers in one room with representatives from churches, voluntary groups, business and statutory sectors for a big conversation on working together.

However that’s what happened on Wednesday 29th June at Poole’s Thistle Hotel, as over 150 of the towns leaders, influencers and charities (including Prama) and churches came together for the Poole Conversation. The first event of its kind in the area, celebrated over 300 current activities that the churches of Poole are already running in the town thanks to over 200,000 volunteer hours!  This strategic conversation had the aim of looking at what still needed to be done to properly care for our communities and how we can use all the available resources of faith, voluntary, business, and statutory sectors to make things happen on the ground.

Speaker Group with Steve Robinson

Debra Green OBE from national charity Redeeming Our Communities (ROC) was asked by Jackie Leswell, the chair of Churches Together in Poole, to come and facilitate this conversation.  ROC have run over 150 of these across the country and have huge experience of working with the police and other partners to bring change to individual lives.

So, with the support of local charities Prama and Livability, the invitations went out to all sectors to join in. The Faithworks Wessex team undertook an audit of existing church activity in the community that showed a plethora of community help including at least 20 parent and toddler groups with 900 attending regularly and 13 lunch clubs with over 325 attendees.

The conversation asked “what are the gaps and big issues facing the town?” “What projects could meet those gaps?” and “What resources have we got to meet them?”

The aim was not just to talk, but to identify and prioritise projects that the attending organisations could achieve together and meet a real need for the people of Poole with the minimum of cost and red tape.

Steve Robinson, CEO of local charity Prama, the lead sponsor of the event said “In such a confusing national situation I see this is a ray of hope. We have to confront the realities of ever-reducing social care funding trying to meet ever-growing need within our communities -particularly in issues of ageing, loneliness and social exclusion. To have a day like this, where key strategic leaders and folk from the grass-roots are committing to work together, is an excellent model for the future”.

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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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