Table 1.

Overview: themes that adhered to the normalization process theory (NPT) constructs and the theme that deviated from the NPT.

NPT constructs and subthemes			Excerpts
Coherence
	Beneficial for patients	“That it becomes easily accessible for the patients, that they can contact us when it isn’t...when we aren’t open, but rather when it suits them...that it is a way for them to reach us” [rehab coordinator 1]
	Assistance for nurses	“First, to make the nurses’ situation easier—it is onerous for them to sit long days on the phone dealing with a lot of tasks. So it was about giving them good tools for triage and more variety in their work team.” [physician 3]
	As a supplement	“...the idea is that we should transfer as many tasks as possible, and those tasks that are appropriate...We would like to shift as many as possible over to Wolf, but not everyone can use digital contacts, not everyone has that option, for various reasons. So the telephone will always be with us, that’s the way it is.” [operations area manager]
Cognitive participation
	Close collaboration	“I think that the staff from Wolf who come to us, it is very...it feels very positive. They are deeply engaged and able to answer questions and so on.” [psychologist 1]
	Implementation champions	“We have had a physician here who has been positively disposed and sort of pulled us along. And I think that it has been much easier to get underway, given that it has actually been one of the physicians that has been the driving force.” [nurse 1]
	Patient engagement	“I think it works really well. It’s actually been a positive surprise; I thought it would be much more difficult. But I think it has worked well. And the patients, sometimes they have doubts, but once they’re used it, they feel very comfortable with it, and often come back to that approach.” [nurse 3]
	Familiarity	“I think it is very easy and very good. There are...the colours that are present are clear and good. And the dialogue boxes and how you should...one needs...It is easy to understand, it is easy to immerse yourself in it, so I think it’s great.” [nurse 2]
Collective action
	Parallel work practices	“You have to set aside time for it. It takes time. As long as its entered in our time sheets, which we make sure to do, then it goes well...Yes, but it has gotten more enjoyable in that it’s a change from sitting talking on the phone.” [nurse 4]
	New communication patterns	“There are fewer disturbances for both nurses and physicians, given that asking advice from a colleague involves a push of a button rather than having to run up two flights of stairs and knock on a door, and then they would be busy and you’d have to do it again later. And a ton of similar bother.” [physician 3]
Reflexive monitoring
	Ease of use	“Over the years I’ve been working, there have been good and bad digital systems, so to speak, and they don’t always make things easier, but I think that Wolf is one of the systems that actually facilitates the work.” [physician 1]
	Enhancing teamwork	“Yes, but a little more collaboration, I would have to add. We collaborated very well among ourselves before as well, but it is a bit easier when you can write in the platform and you don’t have to hunt for one another physically” [physician 2]
	Relief and less distress	“When you are sitting talking on the phone, then...Wolf is not...It is not as burdensome in that way, because you don’t have...You have the patients and patient contact, but you have it remotely. And in that way I find that my work environment has become easier, that we have days when you don’t have quite so much patient contact, and that is actually restorative. Having them remotely, to be able in some way...Even though it’s patient contact, it’s not direct patient contact, and that’s great for our recovery.” [nurse 2]
	Flexibility	“It has gotten a little easier compared to otherwise, when I am at home. Then it is indeed...Then I have been able to do some of my job tasks from home rather than having to put them off until I am back in the workplace, so it has made things a little easier for me.” [psychologist 1]
	Workarounds	“...we are accustomed to not being [laughs] synchronised with all the systems there are, but what happens is that we have to cope with this in a similar manner as we have done with certain systems before. So it’s not actually a surprise to us, but it is clear that it adds an extra work step.” [care manager]
Deviation from NPT constructs
	Materiality	“Yes, I receive more data. Because in Wolf it is the patients who determine completely what they want to reveal...or what you have on this questionnaire that I assume they are given for various symptoms they have, that’s what I think. And then it’s guided by the questions you have, so to speak, while with telephone contact I am the one who guides the actual questioning and zeroes in on the problem as quickly as I can, naturally.” [nurse 3]