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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“I am so grateful for the wonderful care I receive”

New creative project to support people living with dementia

People living with dementia and their close family members are invited to join a new free art and reminiscence project in Poole.

Mementos is a new group organised by Dorset charity Prama and Borough of Poole Arts Service and is open to people living with dementia and their family carers. A team of professional artists will work with the group and support them to share memories and use textiles, fabrics and photos to create beautiful and personal mementos.

Katrina Keeling from Prama said: “Caring for someone with memory loss can be stressful at times and it is so important to find activities you can enjoy together. The Mementos group is a chance to enjoy a relaxing and rewarding activity together, to learn new skills and make friends.”

Anna Shiels, Arts Programme Manager, Borough of Poole Arts Service, said: “Working with textiles can be really beneficial for people with dementia as it is such a tactile experience. The sessions will be relaxed and informal so everyone can work at their own pace and focus on what people enjoy and can achieve together.”

Mementos is funded by the Big Lottery Fund and is free to take part for people with dementia and their family carers. The group will meet on Thursday mornings at Cynthia Close in Poole. To book your place, or to find out more about taking part in the Mementos project, either as a participant or as a volunteer, please contact Anna Shiels on 01202 633971 or email  

Momentos Art Project Bunting

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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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