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

Volunteer befrienders needed in the Poole area

Can you spare an hour or two each week?  Volunteers are needed in the Poole area to provide support through friendship to local people who are feeling lonely and isolated.   There is currently a waiting list of people in Poole who have asked for a befriending match, however more volunteer befrienders are needed to respond to this need.

Two local organisations, the Dorset charity Prama and Poole Well-Being Collaborative have teamed up to recruit, train and support befrienders in response to this need.  They will match them with local people who have asked for and would benefit from this support.   

Katrina Keeling of Prama said; “Having friends to look out for you and people to socialise with is so important for your quality of life and well-being.  We would like to provide more befriending matches but to do this we do need more volunteers”. 

She continued, “My own experience of befriending was really wonderful; I was working when I became a befriender to an elderly lady and I used to visit her once a week for a chat and a cup of tea.  I didn’t know many people outside my own age group and it was lovely to have this friendship with someone I wouldn’t normally meet. Being a volunteer befriender opened up a new world for me”.

Prama and the Poole Well-Being Collaborative will give full training and support to volunteers.  All volunteers have to have a DBS check prior to being matched.   

If you are interested in becoming a befriender or finding more about the service, please contact either Bridget from Prama on 01202 666195 or Judith from Poole Well-Being Collaborative on 01202 977073.

Befriending

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Prama is a trading name of Pramacare, a Christian-based Dorset charity, providing care and support services.
All rights reserved. Registered Charity Number 801967

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