Workarounds and obstacles: unexpected source of innovation.

Nurse leaders are aware that nurses are finding ways to adapt health information technology to patient care activities. Previous literature has presented nurses' response to technology obstacles as a work-around, characterized as a negative behavior. Using narrative inquiry, this article examines 9 direct care nurses' interactions on a medical/surgical/telemetry unit. Specifically, nurses' encounters with technology obstacles will be addressed from a complexity science perspective. Four support staff including the clinical nurse manager, pharmacist, quality nurse, and project manager who is also a nurse were interviewed as part of data collection. Complexity science provides nurse leaders' insight into nurses' behavior where outcomes emerge from tensions in the environment through multidirectional and self-organizing interactions. Innovation was found when nurses responded to health information technology obstacles with self-organizing interactions, sensitivity to initial conditions, and multidirectionality. Their actions were also influenced by many sets of rules. Nurses self-organized with coworkers to find better ways to deliver care to patients when using technology. Opportunities exist for nurse leaders to facilitate interactions among nurses and other members of the organization to realize better use of health information technology that improves the patient experience.