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'm delighted with my care & look forward to visits”

Prama continue to flourish

The Dorset charity is working hard to provide support to both private and local authority clients.  Paula Jones, Operations Director, says "We are thankful to still be growing and in a strong position to support all our clients through our domiciliary care service and the ever-increasing number of community activities we provide around Poole, Bournemouth, East Dorset and beyond.  We have come a long way in the last 35 years, since Dr Chris Moran started the charity with volunteers in 1987 and have built an organisation that demonstrates resilience and sustainability in response to the increasing demands on the sector.  We still believe, as Dr Moran did, that a Christian based charity can make such a difference to people's lives." 

Paula continues, "The challenges faced across the sector affect us, as they do many care organisations.  Whilst we have a reputation for being a great employer we still struggle to recruit care workers, who are in short supply.  We simply don't have enough staff to take on the number of clients who want our services."  

The increasing reference in the wider media to the social care crisis and the BBC Panorama programme (aired on 20th March), clearly indicate the extent of the problem being faced by the social care sector.  This isn't a problem that will be easily resolved - the government's promise in the recent budget to provide an additional £2 billion to councils in England over the next 3 years to spend on adult social care services may only dent the surface. 

It's encouraging to know that at Prama, the care they deliver to clients who are funded by the local authority is just the same high quality as they deliver to private clients - as Paula emphasised: "We provide an identical service to our local authority clients.  We don't discriminate in any way and firmly believe that no-one should be disadvantaged because they are not eligible for funding."  

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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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