title: Humanisation and soft qualities in emergency rooms.
abstract: Scenario. Currently, there are few evaluation methods that analyse social aspects in healthcare issues, especially humanisation and well-being, as perceived by users in emergency departments which are places in which patients' psycho-physical well-being is decisive. For this reason, research was conducted to create a tool to improve the quality of these areas.
  
  
  METHODS
  In order to conduct the research, the work was structured in three phases: the first, based on the analysis of State-of-the-Art and the current studies on the interactions established between the physical and emotional conditions of the structure and the users; the second, through the definition of a questionnaire which explores humanisation and comfort aspects; the third, through the application of the instrument.
  
  
  RESULTS
  The paper presents and analyses data collected from the application on a case study in Milan, analysing the responses and proposing design suggestions for increasing the quality of emergency environments.
  
  
  CONCLUSIONS
  In anticipation of future works, the application of such a tool can provide the opportunity to improve and enhance quality and staff efficiency in emergency department spaces.
authors.affiliation: Dipartimento di Architettura, Ingegneria delle Costruzioni e Ambiente Costruito (ABC), Politecnico di Milano, Milan, Italy.
authors.forename: Maddalena
authors.initials: M
authors.lastname: Buffoli
authors.affiliation: Azienda Socio Sanitaria Territoriale Santi Paolo e Carlo, Milan, Italy.
authors.forename: Eva
authors.initials: E
authors.lastname: Bellini
authors.affiliation: Dipartimento di Architettura, Ingegneria delle Costruzioni e Ambiente Costruito (ABC), Politecnico di Milano, Milan, Italy.
authors.forename: Marta
authors.initials: M
authors.lastname: Dell'Ovo
authors.affiliation: Dipartimento di Architettura, Ingegneria delle Costruzioni e Ambiente Costruito (ABC), Politecnico di Milano, Milan, Italy.
authors.forename: Marco
authors.initials: M
authors.lastname: Gola
authors.affiliation: Dipartimento di Architettura, Ingegneria delle Costruzioni e Ambiente Costruito (ABC), Politecnico di Milano, Milan, Italy.
authors.forename: Dario
authors.initials: D
authors.lastname: Nachiero
authors.affiliation: Dipartimento di Architettura, Ingegneria delle Costruzioni e Ambiente Costruito (ABC), Politecnico di Milano, Milan, Italy.
authors.forename: Andrea
authors.initials: A
authors.lastname: Rebecchi
authors.affiliation: Dipartimento di Architettura, Ingegneria delle Costruzioni e Ambiente Costruito (ABC), Politecnico di Milano, Milan, Italy.
authors.forename: Stefano
authors.initials: S
authors.lastname: Capolongo
mesh_terms: D000328:Adult; D002648:Child; D004636:Emergency Service, Hospital / Q000458:organization & administration*; D005160:Facility Design and Construction; D006268:Health Facilities; D006801:Humans; D007558:Italy; D017060:Patient Satisfaction