The information and waiting area is a primary workspace at the entrance to healthcare facilities. It serves as an access control point, making it an essential security component. The registration desk is often located here. Such zones are also placed in departments on different floors. The registration area at the facility entrance is typically closed-type, while the information zone in departments is open-type.

In the first case, the zone is physically separated and isolates staff from visitors, mainly by glass partitions. This is necessary to protect valuable documents and reduce infection risks.

The open variant creates a welcoming atmosphere, which makes it easier for patients to communicate with staff on floors or in departments. This area features a GENERAL INFORMATION DISPLAY ABOUT FACILITIES AND SERVICES IN THE BUILDING.

This display provides information about their names and contains visual information duplicated in tactile form and text in Braille.

The information zone should be easily identifiable and visible to everyone entering the building through the main entrance. For this purpose, the following navigational elements are required at the entrance:

The registration desk must be evenly illuminated (200 lux), and all counter levels should be in contrasting colors against the general construction. It's equally important that people with visual impairments can find reception. For this purpose, tactile navigation is used:

  1. Install warning tactile strips in front of the information desk
  2. In waiting areas larger than 100m², install directional tactile strips to mark main routes connecting it with the entrance, information desk, passages, elevators, stairs, etc.
  3. If movement paths from information and waiting zones are equipped with wall handrails serving as tactile strips, these handrails should be equipped with tactile markers. They should indicate the number and purpose of the office or other room.

Typically, the information zone is spatially combined with the waiting area. The waiting area, as the name suggests, is designed for temporary stays of patients, their family members, and visitors. Information and waiting zones should be designed to provide convenient access to both medical or procedure rooms and public toilets, including those equipped with universal cabins. On each floor, they are located closer to entrances, elevators, and stairs.

Visitors first pass through the registration desk, where there are directional signs, tactile maps, or other auxiliary orientation elements. This helps people navigate new facilities and obtain necessary information. Like in the information zone, accessible navigation must be available here: tactile strips, information displays, signs, etc.

Additionally, the waiting area should include sound notification systems and provide in accessible and well-lit places:

  • Floor plan of the building
  • Tactile floor map showing all zones, movement paths, functional rooms, and amenities

The main information and waiting zones are usually combined and located near the facility entrance. There may be additional, separate zones, for example, on different floors. They should be equipped following the same principles.

When setting up the information zone, its functional purpose must be considered. This includes:

  • Receiving patients and other visitors, processing requests
  • Maintaining records and patient appointments
  • Communicating with patients and family members, providing necessary assistance
  • Monitoring order maintenance and proper equipment functioning

The information zone is staff workspace and the facility's dispatch point. Therefore, they must be comfortable for employees, have closed cabinets for personal items, and access to drinking water.

Essential furniture that should be in the information zone:

  1. Information counter and staff desk, which should be combined into a single structure
  2. Staff chairs

Furniture should be comfortable for people of different heights and mobility levels. When selecting furniture, consider how it will be used. The information counter can have different configurations but must consist of raised and lowered sections.

The raised counter section allows hiding items, records, and equipment that visitors shouldn't see. The section depth should be at least 60cm. If used as a writing and document transfer surface, then no more than 60cm. The recommended working surface height of the raised section is 95cm-1.1m. This provides average-height people sufficient privacy when working with documents while allowing good visibility of surroundings.

The height of the lowered section should be convenient for those sitting - 70-80cm.

Information zone counters must be equipped with technical means for communicating with hearing-impaired people!

Also, place printed materials in easy-to-read format, meaning written in simple language, structured, with enlarged font, sufficient contrast, and information illustrated with pictograms. This makes them easier to perceive for people with visual or cognitive impairments.

Conclusions:

Proper organization of information and waiting zones is critically important for ensuring medical facility accessibility for all visitor categories, effective communication, and creating comfortable conditions for both visitors and staff.

When designing, it's necessary to consider the needs of people with different abilities and provide a comprehensive navigation system.

The main navigation elements are divided into three categories:

  1. At entrance:
  2. In waiting area:
    • Building floor plan
    • Floor tactile map
    • Sound notification systems
    • General information display about facilities and services
  3. Tactile navigation:
    • Warning tactile strips (in front of information desk)
    • Directional tactile strips (in areas over 100m²)
    • Tactile markers on handrails (with information about room numbers and purposes)

All these elements must be properly illuminated and contrasting for better visibility. It's also important that information is duplicated in tactile form and Braille for visually impaired people.

Sources:

  1. Державні будівельні норми України «Інклюзивність будівель і споруд», ДБН В.2.2–40:2018.
  2. Державні будівельні норми України «Заклади охорони здоров’я. Основні положення» ДБН В.2.2–10:2022.
  3. Державні будівельні норми України «Природне і штучне освітлення», ДБН В.2.5–28–2018.
  4. «Безбар’єрність у реабілітаційних відділеннях», посібник, Big City Lab
  5. ADA Accessibility Standards.
  6. International Health Facility Guidelines
  7. Physical Medicine and Rehabilitation Service
  8. Physical Rehabilitation Centres: Architectural Programming Handbook
  9. Polytrauma Rehabilitation Center Design Guide
  10. «Про схвалення рекомендацій щодо викладення інформації суб’єктами владних повноважень у форматах, що забезпечують доступність її сприйняття», розпорядження, Кабінет Міністрів України.