Modelli di accoglienza per i servizi territoriali di assistenza socio-sanitaria

This report addresses the issue of defining effective and innovative models for reception within the new Houses of the Community (HoC). In this context, reception transcends the simple function of an information desk, taking on a crucial role as a place (physical and virtual) for directing people to health and social-health services and, significantly, as a tool for social integration and community cohesion in the local area. The importance of this issue is amplified by the context of the Territorial Health Reform in Italy, in line with Ministerial Decree No. 77/2022 and PNRR (Mission 6) funding. Health Centres represent the most concrete attempt to strengthen the presence and effectiveness of healthcare at the local level, placing primary care as the first point of contact with citizens. High-quality reception and related spaces have a direct impact on the efficiency of the service, the improvement of working conditions for operators, and the well-being and perception of health of citizens. The methodology adopted to address this issue is that of the Health Community Lab (HCL), a scientific approach based on the concept of Living Lab and active co-creation with stakeholders (social and healthcare professionals, managers, ETS, and research). The process was divided into a Preliminary Phase (context analysis, literature review, site visits, and synthesis of previous research), an Implementation Phase (two co-creative workshops/focus groups with operators of the local health trust - Azienda Unità Sanitaria Locale Toscana Centro - AUSL TC), and an Evaluation Phase (questionnaires on satisfaction and the impact of the issues). The main results of the co-creation process were incorporated into two operational and strategic outputs: 'Guidelines for the reception of the Community House': A policy document defining the four macro-characteristics of a welcoming House of Community (Welcomes the community, Supports the individual, Promotes a sense of belonging, Is easily accessible, stimulating and comfortable). Guidelines for welcoming spaces: A technical-design tool (consisting of 4 strategies and 9 project sheets) aimed at designers and technical offices, which translates organisational requirements into concrete spatial guidelines. An element of added value and strong innovation is the concept of 'widespread welcoming'. Welcoming is no longer limited to the point of entry, but extends throughout the structure through spaces dedicated to promoting health, community and informal socialising, strengthening the sense of belonging and social cohesion. The conclusions emphasise that co-creation is essential for the effective implementation of HoCs, as it ensures their adaptation to the specific needs of each local area. The use of the 'Guidelines' document is recommended for developing further organisational guidelines and integrating the Architectural Guidelines into calls for tenders for the redevelopment and new construction of Houses of Community. It is also suggested that the results of HCL be tested in pilot cases and that the methodology be replicated for other crucial issues relating to Houses of Community.