Toward a toolkit of principles and indicators for inclusive service design in the healthcare sector

The thesis aims to develop a toolkit of principles and indicators for supporting the design and the assessment of service inclusivity in the healthcare sector. Based on a thematic analysis of the literature and the EU Accessibility Act a framework for indicators is derived, and then tested with a survey (with 124 respondents) and a co-design session. The framework provides professionals with 70 relevant indicators to consider in order to design and evaluate the inclusive performance of the different elements of healthcare services.