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 am so grateful for the wonderful care I receive”

Prama Plus

FreeSubsidiesCTA1At Prama, we are always looking for ways to provide additional services to our customers.

We have recently joined forces with an organisation called Age Concern Poole in order to further develop the Prama experience and our collaborative efforts with them have proven so popular that we have named this partnership “Prama Plus”.

Clubs And Events

Whilst Prama’s core services centre primarily on providing care and assistance for people at home, we now do so much more. With the help of Age Concern, Prama customers can now take part in a number of different events designed to allow older residents to socialise with one another and have fun.

For instance, Age Concern organise a number of regular, weekly meetings called pop-ins for residents to attend as and when they wish.

These events include parties, outings, lunches and bingo sessions as well as many more. There are also seasonal events such as Christmas lunches on offer and, with no membership fees to pay, the pop-ins provide a flexible, no obligation experience.

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Furthermore, Prama arranges a club in the Hanham Centre, Wimborne every Saturday where residents relax in a friendly environment complete with food and drink to enjoy. This club also provides support for friends and family members who care for their relations as residents receive respite care for the day.

Memory Lane clubs are another great example of the experiences available through Prama Plus. These sessions are led by a specially trained Prama memory expert to provide activities which aid in the development of mental dexterity and improved memory.

If you would like to learn more about our new Prama Plus partnership and the amazing services it includes, click 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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