Discussion: We used the concept of high-reliability organisations as proposed by Weick and Sutcliffe, 2007 , to analyse the observed coping strategies. The coping strategies can be seen as examples of the principles for managing the unexpected that Weick and Sutcliffe propose. IT support for this must include both awareness-creating systems and systems that enable workers to control the effects of unforeseen events once they have occurred. (Source: International Journal of Medical Informatics).