“…This is in line with many other studies showing that an optimal level of involvement depends on both users and professionals having adequate time to build relationships and share knowledge (Angel & Frederiksen, 2015; Leske, Strodl, & Hou, 2012; Rise et al, 2013; Sahlsten et al, 2009; Tobiano et al, 2015). On the other hand, the users’ often complex life challenges and conditions were described as a potential hindrance for user involvement, which is in accordance with other studies pointing out that users’ physical and mental capabilities, severe illness and poor health can impede involvement (Angel & Frederiksen, 2015; Longtin et al, 2010; Rise et al, 2013; Solbjør, Rise, Westerlund, & Steinsbekk, 2013; Tobiano et al, 2015) and health behaviour change (Abildsnes et al, 2017, 2016; Følling et al, 2015). In addition, our findings showed that the building of a trustful relationship and individualization of the service was disturbed by the use of standardized forms which interrupted the communication process.…”