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Community resource referrals connect patients to social needs services. Digital platforms can help, but human relationships and networks remain crucial for effective patient support.

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Area of Science:

  • Healthcare Management
  • Sociology of Health
  • Digital Health

Background:

  • Historically, social workers managed patient social determinants of health (SDOH) referrals.
  • Emerging community resource referral platforms are changing this landscape.
  • The process and technological role in SDOH referrals require examination.

Purpose of the Study:

  • To analyze the sociotechnical process of community resource referrals.
  • To understand the role of technology within this referral process.
  • To identify key factors influencing successful patient referrals for social needs.

Main Methods:

  • Sociotechnical systems theory was applied.
  • Data collected from 12 focus groups (n=102) with healthcare providers and community organization staff/volunteers in Metropolitan Detroit.
  • Qualitative analysis of the community resource referral process.

Main Results:

  • Community resource referral is a complex sociotechnical process.
  • Key steps include assessing patient social needs, selecting referral sources, and facilitating connections.
  • Essential elements include provider knowledge, personal relationships, interorganizational networks, and data sources like service directories.

Conclusions:

  • Digital platforms can enhance, but not replace, interpersonal work in referrals.
  • Human relationships and interorganizational networks are vital for effective SDOH referrals.
  • Technology should augment, not substitute, the human element in connecting patients with community resources.