“…youth-friendliness, informality, genuineness, and flexibility tailored to individual needs which facilitated engagement (Byrne and Morrison, 2014;Barr et al, 2015;Lester et al, 2011;Uttinger et al, 2018); when opening-up, being listened to and receiving empathic non-judgemental responses (Byrne and Morrison, 2014;Barr et al, 2015;Uttinger et al, 2018). Users valued working collaboratively with HCPs (Byrne and Morrison, 2010;Harris et al, 2012) and consistency in seeing the same person regularly, having HCPs sticking with them when things were difficult (Barr et al, 2015) and building a long-term relationship with one person with whom they could talk freely, and feel understood, which facilitated engagement (Byrne and Morrison, 2014;Lester et al, 2011). When this was compromised, users reported disruption in having to repeat things to various HCPs, which affected the ability to build trust (Lester et al, 2011;Uttinger et al, 2018).…”