Table 1.

Subtheme development.

Theme	Subthemes	Categories	Sample quotations
Creating safety and comfort	Trusting in the relationship	Trusting workers—feeling safe	“We did develop quite a good relationship, I would say. I feel quite comfortable being able to talk to her and, you know, let her know what's happening” [Li, Service use] “she's always been really good and dedicates a lot of time to me“ [Christine, Service user] “we all started off a bit clunky and then as confidence increased and as I think you said before, you know, part of that rapport building is just kind of being a bit - you know, the genuineness and if people can do that, then that encourages rapport and then that encourages trust, and then that encourages the connection. So, it's those things, isn't it? It's a package deal.” [Julia, Service user]
		Determination to keep service users engaged	“They just found it too hard which was really disappointing because it's something I was quite excited about and they just found it too hard to do and I guess being able to sort of explain or sort of help someone navigate that process, it's kind of a bit ironic that, you know, I'm trying to do that via telehealth, sort of teach them how to use the telehealth and it just didn't work.” [Liam, Worker]
		Equalizing power—mutual learning (and we are all in this pandemic together)	“I feel like they know more about the platforms than we do. So, I feel sometimes they've helped us out with using it than the other way around.” [Megan, Worker]