It’s important to understand the views of people who use a service, both in terms of what works and what doesn’t work as well; it’s an important part of service improvement. So, we do need to listen to the voice of the service user to understand what doesn’t work. You grouped together those people who found that the service was average, as well as less than average too. So, I wouldn’t quite think that the initial percentage figure is a fair reflection of the quality of the service, but I would expect the health board and their partners—because much of this delivery takes place with third sector partners—to look critically at the voice of the user and understand what they will need to do to work with the user to understand how they can improve the service.