00:00The changes we did, I've never really taken credit for them, because they've actually come from listening to people who've
00:05been through the system, and listening properly, and actually hearing what was said, so thank you, and I agree, I
00:14am also deeply conscious of the fact that having to sort of go through them yet again, it's really difficult,
00:23it's really difficult to do it repeatedly, it takes huge courage,
00:27and we really, not just understand that, but really appreciate it, because we need you to help us with this,
00:34we really appreciate the fact you are, so what I want to tell, I want you to have the opportunity
00:40to tell me your experience, what you think should change, and just be a really frank conversation.
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