Redefining Hospital Accessibility: A Service Design Framework for Inclusive Healthcare

Abstract In the framework of becoming a carbon neutral city by 2030, Bologna faces challenges related to enhancing the quality and accessibility of its built environment to improve the quality of life and well-being of its residents. The IRCCS Azienda Ospedaliero-Universitaria Sant’Orsola Polyclinic is a key agent of change within this initiative. The hospital has initiated a comprehensive renovation project aligned with its commitment to the United Nations Sustainable Development Goals (SDGs), particularly SDG 3, which addresses Good Health and Well-being, and SDG 10, which addresses Reduce Inequalities. To address these goals, the hospital has engaged a research team from the University of Bologna to apply Service Design methodologies. The research aims to reshape accessibility and user experience systematically and sustainably, adhering to the principles of Design for All. The study maps diverse user groups, analyses circulation paths, and identifies physical and procedural barriers affecting vulnerable individuals, especially those with disabilities. The research introduces a novel approach by developing a comprehensive strategy rather than isolated solutions, focusing on interconnected accessibility services across pavilions. Dedicated hubs within each pavilion facilitate resource and support device exchange, improving users’ experiences. A pilot project, initially targeting wheelchair accessibility hubs, employs innovative technologies to enhance independent tool usage and monitor distribution and maintenance efficiently. The project is now entering a testing phase, during which the solution will be refined based on user feedback.