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. Author manuscript; available in PMC: 2019 Jul 1.
Published in final edited form as: Appl Ergon. 2019 Apr 2;78:240–247. doi: 10.1016/j.apergo.2019.03.009

Table 3 –

Strategies: Definitions, examples and frequency

Categories Definitions Examples Occurrences
Nothing/delay The CM stops or delays her performance because of the presence of barriers. • Give in; stop task
• Discontinue using IT system
• Wait for others to get out of IT system		 9 (13%)
Work-around The CM continues to perform her activities and identifies a way to get her job done, despite the presence of the barrier. • Find patient information in other notes or IT systems
• Type notes as free text
• Choose option that is closest fit		 32 (46%)
Direct action The CM tackles the barrier directly. • Create own educational materials for patients
• Get help from IT or another CM
• Talk to manager about problem		 29 (41%)
Total 70 (100%)