Findings from highlighting and assessing referral platform participation (HARP): Final report

In 2020, Trenton Health Team received funding from the Aligning Systems for Health program of the Robert Wood Johnson Foundation to understand the value of NowPow, a technology tool designed to facilitate referrals to community resources, for Trenton community-based organizations and to identify ways to increase use of NowPow among these organizations. The following are key findings from the project:

• Trenton CBOs value the up-to-date searchable community directory, but the value of electronic referrals is less obvious, especially for organizations that don’t provide case management.
• Pre-existing referral systems and processes, pre-existing familiarity with community resources, and stretched human resources all contribute to CBOs not adopting the community referral technology.
• CBOs were not interested in the prospect of receiving financial incentives to use NowPow.
• Four strategies to increase uptake (a centralized referral hub, monthly data insights, tailored training, and a communication campaign) were tested, and while some were well-received, none of these strategies were effective in increasing use of the platform.
• Platform implementers may want to consider a slower, phased approach to implementation that focuses on organizations for whom the platform provides value.