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.

Read More

Open the door to a new circle of friends

Prama Launches Free Will Writing Service in Partnership with McClure Solicitors

Prama launches completely free will writing/review service – free to everyone!

 

We are delighted to announce that due to a partnership with the national chain of solicitors, McClure, we can now offer a completely FREE will writing and/or review service.

 

This is open to everyone - all Prama donors, clients, volunteers, trustees and staff - as well as all friends and family. Just consider a donation to the charity as a thank you.

 

The importance of having an up to date will cannot be overemphasised. However, this is something a lot of us put off, usually due to concerns about cost and convenience, prompting us to put it at the bottom of our lists.

 

For example, if you don’t have an up to date will, should anything happen to you, you would die intestate; in other words, the government may decide who inherits your estate. You can imagine how distressing this would be for your family to sort out. You never know what could happen, so why not make the most of this opportunity and book an appointment with McClure to get your will written this October.

 

Not only will you save approx. £150 but they can come to your home or work to take your instructions. Easy as that!

 

You can consider leaving a gift in your will or making a donation to Prama as a thank you for this opportunity – but that’s your choice, you’re not obliged to.

 

For more information, go to the PramaFOUNDATION website or to book your free appointment, contact McClure directly on 0800 852 1999 or email us directly here ().

Copyright © 2015 Pramacare Site Map Privacy Policy

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

Powered by Intergage