I noticed recently that Kentish Town Health Centre, which is my local health centre, was shortlisted for the Royal Institute of British Architects (RIBA) Stirling Prize 2009, and I have to confess to a secret satisfaction that it didn’t win.
Various articles on the awards shortlist describe it as “uplifting for both staff and patients” and ask the question “why can’t all health centres be like this?” Well the answer is, because it’s not that easy for people to use.
The entrance is an airy foyer rising the full three floors of the building and centres on a ‘street metaphor’ that runs right through the building creating, well, two entrances. So there’s a problem already. I’ve seen people look around disorientated about which way they came in.
And the ‘street metaphor’ itself. If I’m ill why do I want to wait in a reception area that is a street? Wouldn’t I prefer cosy, enclosed, safety?
The double entrance theme repeats in the two staircases up to the consulting rooms. Signposting is in the form of giant ‘G’, ‘1’ and ‘2’ painted on the doors so large that you don’t actually notice them. I have found myself completely lost in another part of the building without realising. And I’m good with maps.
Talking of twos, there are two waiting areas, one upstairs and one ground floor but it’s not clear when you should wait upstairs and when downstairs and I’ve seen doctors come all the way to the ground floor to pick up patients, which is surely a time waster.
One of the main features of the ground floor waiting area is a cafe which has mercifully not been open since its inception. A cafe? Around sick people? Whose bright idea was that?
Essentially the question I’m asking is, how can a building designed for human use (mostly when people are ill) be put up for a prize without actually finding out how people find using it?
indicates required fields
Nick Haler commented on 26 October 2009 at 3:30 pm
Interesting stuff. I imagine what’s happened is that the project was signed off by politicians who wanted something that looked spectacular, and they didn’t really care about usability. This probably a pretty common problem - I’m constantly trying to get my boss to appreciate usability over surface “looks” on our website.
If anyone’s got any tips on convincing people of the importance of usability then I’d be glad to hear them!
Robert commented on 26 October 2009 at 4:41 pm
Another interesting question would also be how accessible was the Health Centre?
I’ve seen surgeries where they call the patient by speaker (with no hearing loop installed) or tell you on a screen when you should head through to your GP. Never seen them installed together and so if you have a hearing or sight impairment then that’s not a good system.
John Broadwater commented on 2 November 2009 at 2:41 pm
Hopefully, although you don’t say so, you’ve fed this opinion back to both the centre and the Institute so it can be looked into.
Frankie Pagnacco commented on 3 November 2009 at 3:48 pm
I have made my feelings known to a member of the original advisory committee (not prize related). But in all other respects I have suffered in silence. But you are right. I shall bring it up in the surgery.