Fig. 1

The main tasks of being a case manager. Legend. The black rectangles represent the boss texts identified during the first level analysis. They are placed above all the main tasks, as we suspect they regulate the work of case managers. The grey rectangles are the main clinical tasks, which include direct and indirect tasks. The blue rectangles represent the tasks that must be done continuously depending on the action done by case managers. These can be clinical or non-clinical task. As they are recurrent, they are not shown in Figs. 2, 3 and 4, unless relevant. The pink rectangle represents a periodical non-clinical administrative task. The circles represent the people case managers interact with while doing these tasks and the documents they use to do their work. The red symbol represents where tensions were found