"Our experience is there’s been less listening over the last 10 years, and it's a struggle to keep it going. But it's really worth it. Because in mental health, as in most other areas of health or social care, the people who are having the care, know best what that care is like and what their needs are. And I think if you don't listen to them, it's very hard to design a service or give a service where those needs will be met."