“…They're either too busy or they didn't want to know. (Sheila) This issues are again illustrative of Williams et al's, (2007) and Isaacs et al's, (2007) findings surrounding the consistency and visibility of staff support, but add the extra dimension of how a failure to demonstrate an authentic interest in clients can contribute to a disengagement with the service. Exercise professionals acknowledged the need to individualise client care in this respect but one of their number, Gary, was quick to point out the benefits which cardiac rehabilitation patients brought with them especially with regard to a familiarity with exercise regimes and a stronger sense of ownership and dependence in terms of engagement with the ERS community: They [clients] maybe need more motivation, if they've never exercised in their life, and it's something new to them and they might need that motivation of somebody being there all the time pushing them on … I find that the cardiac rehab clients are a lot better when it comes to that, because they've come from the hospital where they've done their Phase 3 4 they've already got into the routine of exercise, they understand what they're meant to be doing, they understand what level they're working at.…”