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 work is an example of best practice”

Dorset charity, Prama to re-open Ferndown Barrington Centre with immediate effect

 

Dorset charity, Prama to re-open Ferndown Barrington Centre with immediate effect.  

  • Donations collected from the local community in the last few days will be ‘ring-fenced’ for the Centre. 
  • Centre staff will be retained and operating costs underwritten.
  • Centre to maintain identity and existing services will continue.

 
Following discussions with the Ferndown Community Association, Dorset charity Prama has agreed to take the Barrington Centre forward and re-open it to the public with immediate effect.

Barrington Centre
 
Prama have agreed to retain the staff and underwrite the operating costs of the Centre.  The Ferndown Community Association voted unanimously to accept Prama’s offer as it would allow the Centre to maintain its identity as part of the Ferndown community and see the Centre's much loved services continue.
 
Steve Robinson, Chief Executive of Prama said, ”I am delighted that Prama is able to support the community of Ferndown and facilitate this wonderful centre’s future. I would like thank everyone, including the staff team, volunteers and public, who have worked so hard to help, and assure everybody who has made a donation or supported the Barrington Centre through this difficult time and that every penny of the donations made in recent days and months will be ring-fenced and used for the purpose they were given in securing the future for the centre. I would especially like to recognise the extraordinary efforts made by the Trustees who have remained so strong under pressure. Although many will know Prama as a charity that primarily provides care to older people, I can assure everyone that we will be supporting the Barrington to be a community centre for all ages."
 
Kathleen Taylor, Chairman of the FCA stated, “The FCA are thrilled that, with the support of Prama, we are able to reopen the Barrington centre and Raffles Café to the public, and to enable our tenants, Ferndown Town Council, the Community Support Police and Neighbourhood Watch to continue to provide their much need public services”.  


The Barrington Centre will open its doors this morning (Friday 27 January) at 9am; it is anticipated the café will be open for business from 10am, with a limited menu.  All tickets purchased will be honoured, coach trips scheduled and activity clubs will be reinstated, but we would advise you to contact your group leaders initially.

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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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