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 couldn’t manage without this friendly team of people”

New Memory Club for Colehill

Do you live with or care for someone who is experiencing memory loss or dementia?  Or perhaps you would just like an afternoon reminiscing.  

Prama, the local charity that supports older people is starting a new weekly ‘Memory Lane’ group at the Reef Youth and Community Centre in Colehill on Thursday 30th March from 2.00-4.00pm. 

The group offers social activities, advice and mutual support sessions for older people experiencing memory loss or dementia, as well as their carers. It is run by a trained Prama worker and supported by volunteers. Each week members will discuss a different theme, such as the weather, music, games, TV and radio comedy, colours, holidays and sport.

Bridget Barrett of Prama said; “Reminiscence is beneficial to people with memory loss and an enjoyable activity for everyone to take part in. We incorporate singing, games and fun into the groups and are also able to offer support and advice to carers”.

Everyone is welcome to attend: carers, people with memory loss or anyone who enjoys reminiscing. It is £2 per session, which includes drinks and biscuits. The group meets at the Reef Youth and Community Centre, Colehill Lane, Colehill, BH21 7AB.

Other Prama Memory Lane Groups take place in Hamworthy, Longfleet, Kinson and Parkstone.

For more information, please contact Bridget on 01202 207300. 

Memory Lane Colours Activity

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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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