Ability 2 Achieve Care & Support Limited

Right Support: The service supported people to have choices and promoted their independence. Staff had completed training to ensure they understood the meaning of the service and to give people choices about their lives and support. People were supported to pursue their interests and to achieve their aspirations and goals. One person said, "I love helicopters and have been in one." People were encouraged to have maximum choice and control of their lives and their staff helped them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Peoples medication was managed by staff who had received medication training to ensure safe processes were in place.

Right Care: People received kind and compassionate care from the agency. Staff and the management team protected and respected people's privacy and dignity. They spoke about people with respect and were proud of the skills they had gained. A staff member said, "Love the job and learn from the people I work with daily." Staff understood how to protect people from poor care and abuse. They had training on how to recognise and report abuse which was regularly updated. There were sufficient appropriately recruited and skilled staff to meet people's needs and encourage them to develop their life skills. Staff had good ways of communicating, using body language, sounds, and pictures so they could interact with people in a positive way. Staff, people supported, and their advocates cooperated to assess risks people might face. Where appropriate, staff encouraged and enabled people to take positive risks and live an independent life as possible.

Right Culture: People led inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the management team and staff. People and those important to them, including advocates, were involved in planning their care. Staff evaluated the quality of support provided to people, involving the person, their

families and other professionals as appropriate. Staff ensured risks of a closed culture were minimised, so people received support based on transparency and respect. Ability 2 Achieve treated people and their families with respect. This was confirmed by comments we received. One relative said, "They always include us in what we think is required, our opinions and ideas matter. It is a great service." Relatives told us they felt comfortable to raise any issues and were confident they would be listened to and dealt with.