More than a database: Understanding community resource referrals within a socio-technical systems framework

Addressing patients' social determinants of health via community resource referrals has historically been the primary domain of social workers and information and referral specialists; however, community resource referral platforms have recently entered the market. We lack an account of the process of community resource referrals and the role of technologies within it. Using sociotechnical systems theory, we analyze data from 12 focus groups (n=102) with healthcare providers, and community organization staff and volunteers in Metropolitan Detroit to describe the process of community resource referral. Findings reveal a deeply sociotechnical process including the following steps: assessing patients' social needs; choosing appropriate referral sources; and facilitating connections. We characterize the importance of knowledge and skills, personal relationships, interorganizational networks, and data sources such as service directories in the referral process. Findings suggest that digital platforms may augment referral functions, but should not be seen to replace interpersonal work, relationships, and interorganizational networks.