Inclusive Healthcare Waiting Rooms: A Comparison Study for Improving the User Experience Within Built Environment

  • Claudia M. Fernández-RiveraEmail author
  • Carlos Aceves-González
  • Matteo Zallio
  • Mario Mireles-Ramirez
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 966)


The role of the built environment in the context of healthcare service highly impacts how human interactions take place. However, when an environment has already been built not respecting accessibility features, future actions are going to be more expensive and often ineffective. Accessibility legislation in Mexico was published after many healthcare buildings were built. Moreover, there is some evidence that government standards fail short to ensure Inclusive Design. This study aims to compare Mexican building regulations with internationally approved standards and, to analyze if they are applied to the design of an existing waiting room of a neurology outpatient unit. A comparison between international and national standards, and a physical audit of the waiting room were performed. Results suggest that even if the waiting room was built according to updated official regulations, there would be still more room for further improvement in order to satisfy stakeholders needs fully.


Human factors Inclusive service design Vulnerable users Interior design Healthcare services 


  1. 1.
    Hignett, S.: Can inclusive environmental design be achieved in acute hospitals? Adv. Hum. Asp. Healthc. 121–128 (2012)Google Scholar
  2. 2.
    Bitner, M.J.: Servicescapes: the impact of physical surroundings on costumers and employees. J. Mark. 56(2), 57–71 (1992)CrossRefGoogle Scholar
  3. 3.
    Heylighen, A., Van der Linden, V., Van Steenwinkel, I.: Ten questions concerning inclusive design of the built environment. Build. Environ. 114, 507–517 (2017)CrossRefGoogle Scholar
  4. 4.
    Taylor, E.: The environment of safe care : considering building design as one facet of safety. In: Proceedings of the International Conference on Application Human Factors and Ergonomics in Health Care, vol. 3, pp. 123–127 (2014)CrossRefGoogle Scholar
  5. 5.
    Attaianese, E., Duca, G.: Human factors and ergonomic principles in building design for life and work activities: an applied methodology. Theor. Issues Ergon. Sci. 13, 187–202 (2012)CrossRefGoogle Scholar
  6. 6.
    Zallio, M., Casiddu, N.: Lifelong housing design. Proceedings of the 9th ACM International Conference on PErvasive Technology Related to Assistive Environment - PETRA 2016, pp. 1–8 (2016)Google Scholar
  7. 7.
    Galindo-Estupiñan, Z.T., Aceves-Gonzalez, C.: Information characteristics in the operation of a healthcare service from the staff perspective. Presented at the (2018)Google Scholar
  8. 8.
    Instituto Nacional de Estadística y Geografía: La discapacidad en México, datos al 2014, p. 358 (2016)Google Scholar
  9. 9.
    Anåker, A., Heylighen, A., Nordin, S., Elf, M.: Design quality in the context of healthcare environments: a scoping review. Heal. Environ. Res. Des. J. 10, 136–150 (2017)Google Scholar
  10. 10.
    Mobley, C.: Examining relationships between physical environments and behaviors of residents with dementia in a retrofit special care unit. J. Inter. Des. 42, 49–69 (2017)Google Scholar
  11. 11.
    Taylor, E., Hignett, S.: The SCOPE of hospital falls: a systematic mixed studies review. J. Interior Des. 9, 86–109 (2016)Google Scholar

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Claudia M. Fernández-Rivera
    • 1
    Email author
  • Carlos Aceves-González
    • 2
  • Matteo Zallio
    • 3
  • Mario Mireles-Ramirez
    • 4
  1. 1.Maestría en ErgonomíaUniversidad de GuadalajaraGuadalajaraMexico
  2. 2.Centro de Investigaciones en ErgonomíaUniversidad de GuadalajaraGuadalajaraMexico
  3. 3.Center for Design ResearchStanford UniversityStanfordUSA
  4. 4.Centro Médico Nacional de Occidente, IMSSGuadalajaraMexico

Personalised recommendations