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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“The help we have is fantastic, we are so grateful”

Prama support Poole Full of Life Celebrations

Older people who are ‘full of life’ and show their commitment to Poole through the time they donate to a variety of services, including lunch clubs, charities and community groups have come together to enjoy an afternoon celebration with the Mayor on Thursday 29th September.

Supported by Prama as one of the organisers, the Poole Full of Life Day Celebration took place bringing together older people from across the town who live life to the full and contribute towards community life.  Attended by over 70 invited guests, nominated by the public and community groups, and hosted by the Mayor of Poole, Cllr Xena Dion, the day links Poole to the International Day of Older People.

Poole Full of Life Day Celebration 2016

The Full of Life Celebration afternoon tea took place in the Spire Community Hall on Poole High Street and was funded by a grant from the Big Lottery Celebrate England Fund that brings together local communities to boost community spirit. Entertainment for the guests was provided by local singer Karl Stokes of Real Vintage.

Cllr Xena Dion, Mayor of Poole, said: “It is wonderful to see so many people giving up their valuable time to the services of Poole. These are people who volunteer, and help others in their community and we cannot thank them enough for all that they do. They are a vital element of our community and while we organise an event every year in Poole for Full of Life day, this year, we wanted to have a celebration. We’re grateful to the Big Lottery Celebrate England and the local groups that made this happen.”

The Poole Full of Life Day is organised by a collaborative of local voluntary and statutory organisations interested in the welfare of older people; Prama, Borough of Poole, Poole Housing Partnership, Poole Day Centre, Poole Wellbeing Collaborative, Faithworks Wessex, Poole Chaplaincy and Poole Waste Not, Want Not.  The stories and experiences of older people invited to attend the celebration event are being captured for prosperity and will be shared in Poole Libraries.

Poole Full of Life Day Celebration 2016 photo 2

 

Photos by Andy Wilkin.

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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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