"From my personal experience, just a brush with mental health issues for both me and my family members, [there] seems to be a lack of [the] personal touch at the beginning. With the first contact, like, it's so hard to grab people that are having mental health problems because they don't necessarily want to talk to anyone, or engage with anything. It's not the sort of state of mind when you want to reach out to new people and strangers and all that kind of stuff. And I really felt based in my situation, and with my family, that we were sort of dropped. The ball was dropped a bit."