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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Making a real difference to people's lives

Prama Recruitment

ACCTA2Prama is improving the career opportunities available to its staff to allow us to optimise the benefits our employees receive from the company. We are being proactive in our endeavours to ensure staff not only enjoy their role, but are also able to progress on to bigger and better things should they wish to. 

Many health care companies do not necessarily place an emphasis on this aspect of the business but Prama is looking to manifest its caring ethos for our many patients in the way we treat our workforce.

Living Wage From 1st October 2015

Care work is sometimes viewed as being a low paid occupation and this is one of the many reasons for why there is a shortage of staff in the industry. To help improve the situation, Prama will be paying all of our staff the living wage, effective from the 1st October.

The increase in pay will ensure all members of staff will be able to afford a good standard of living which will naturally boost morale and job satisfaction in general. In addition, staff turnover is likely to decrease as a result and this will benefit our patients as there will be an increase in the availability of care workers.

Furthermore, we will be offering the best mileage rates as well as award winning training courses in order to further assist our staff in developing their career.

For new starters, our courses will incorporate the new obligatory Care Certificate to ensure all new workers are qualified and this is something which existing staff can volunteer to achieve if they would like to.

Workforce Development Programme

Our Workforce Development Programme will be seeing continued improvements and this will allow all members of staff the chance to explore different opportunities to take their career to the next level.

We are planning to implement a three-tiered care package consisting of domestic, personal and nursing care to provide customers with a multi-faceted service that can be tailored to their needs by allowing them to choose any combination of the three.
 
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Given the new training and care package approach we will be adopting, we will now be able to offer a flexible and dynamic service to our clients by allocating Care Support Workers based on the areas they are trained in, which will have positive repercussions both for our staff and for the customers themselves.

You can view all of our latest vacancies by clicking here.

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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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