Health-care managers everywhere are pursuing the application of ICT as a 'means to an end', be it efficiency, effectiveness or quality. ICT may radically alter the delivery of health care and outcomes. The socio-technical nature of IT systems sets them apart from other engineering disciplines. The role of researchers as both participants as well as observers in such processes is a difficult one. While this dual role gives detailed insight into processes, procedures and data, the researcher, unlike the project professional, needs to maintain scientific rigour and demonstrate practical/societal relevance.