SCRA’s new Hearing Centre Design Standards
Last year we invited Hearings-experienced young people, partners from across the Children’s Hearings System and our staff to take part in a series of design workshops.
The aim of the workshops was to create a new set of design standards for our Hearing Centres across Scotland.
The workshops were facilitated by architects, who were appointed following a procurement exercise. They were supported by members of our Hearing room improvement project team which consists of colleagues from a range of areas, including property, operations, digital and participation.
At the workshops we committed to updating everyone on progress and we want you to know that we listened and took on board what you told us.
This update is timely, as it is almost 10 years since the introduction of our first model Hearing room in Glasgow!
Principles of the standards:
Our new Hearing Centre standards are built around eight key principles:
1. Welcoming
2. Caring
3. Safe
4. Trauma-informed
5. Calming
6. Non-institutional
7. Green
8. Sustainable
The new standards reflect the need for trauma-informed designs and draw on the feedback from multiple participants taking part in the consultation, as well as the designs used in the Bairns’ Hoose houses. They also suit or can be easily adapted for neurodivergent people or those with physical disabilities. The standards also ensure our Hearing Centres are flexible and future-proofed, designed to help children and young people of all ages to participate effectively. The property standards support and enhance the work of our staff to create a welcoming and supportive environment for people coming to Hearings.
You asked, we listened – information at a glance:
We listened to people’s comments on colours, materials, lighting, furniture preferences, accessibility, signage and the use of space in our Hearing Centres. We hope people recognise that we have listened to all of the suggestions and comments and incorporated as many of these as possible.
Going forward, here’s what our Hearing Centres will include…
Reception:
Our reception areas will be open, bright, welcoming, modern and well signposted. They won’t look corporate and will only display the information that is needed. Staff will be friendly, knowledgeable and welcoming. The whole environment will be accessible with a range of options to suit our visitors’ needs. There will be free books for children and young people. There will also be colouring in kits for young children, and take away sensory items for anyone who would like them.
Waiting rooms:
Our waiting rooms will be made to feel as spacious as possible, with soft colours and furniture, plants, a range of seating options, toys and books for young children, and Wi-Fi and magazines for young people. There will also be private areas which are safe and comfortable for our visitors to wait in if they need this. All of the waiting rooms will have sensory baskets which are suitable for people who are neurodiverse, and will contain items for people to borrow during their Hearing, such as ear defenders or fidget gadgets.
Hearing rooms:
Three Hearing room themes have been created based on the consultation – seaside, hillside and woodland. These rooms will feel spacious and light, furnished with a variety of seating options. The rooms will be accessible and will be shaped around a circular theme. Seating arrangements will all be at the same height.
In more detail – you asked, we listened:
Reception:
You told us –
The glass screens on the reception desks can make communication difficult and it can be intimidating.
We listened:
Work is about to start on our test site in Bell Street, Glasgow and the glass in reception is being removed. This will then be considered on a site by site basis as not all reception areas have glass.
You told us:
A well-designed reception desk makes it easier for SCRA staff to interact with visitors. It helps staff understand what visitors need and makes visitors feel welcome.
We listened:
New reception desks will be clearly signposted, uncluttered (to avoid people being overwhelmed on arrival) and accessible for wheelchair users.
You told us:
The reception area should feel less institutional.
We listened:
We will include accessories such as plants, welcome signage/artwork, book displays for children and young people, umbrella stands, water dispensers etc, whilst ensuring the area is not cluttered.
Waiting rooms:
You told us:
Waiting room should be more engaging and less austere.
We listened:
Neutral artwork will be displayed to ensure that it is suitable for all ages. Where possible, there will be greenery/plants. There will also be sensory items to provide comfort, as well as toys and books. A range of furniture will be available to suit different needs.
You told us:
Waiting rooms need to provide a calming environment.
We listened:
Waiting rooms will be kept tidy to ensure a calm environment. Toys and sensory aids will be returned back to storage containers after use to avoid the spaces
feeling cluttered or messy. Seats will have throws/cushions and there will be floor cushions/beanbags.
You told us:
Lights should be adjustable, so people can make the room feel more comfortable.
We listened:
Where possible, dimmable lighting will be introduced so that the occupants of the room can control the lighting to a level that is comfortable for them. Different lighting options are to be included to allow flexibility such as floor lamps.
You told us:
Every waiting room should have a clock.
We listened:
A non-ticking clock (as this can be distressing to some people) will be fitted within the waiting room to ensure that all occupants can be aware of the time.
Hearing rooms:
You told us:
Hearing rooms should be designed to ensure they are trauma-informed.
We listened:
The Hearing room layouts (we have created three new ‘looks’) have been designed to trauma-informed principles. The rooms will be adaptable so that they can be comfortable and calming for all visiting, particularly those with neurodiversity and accessibility requirements.
You told us:
The Hearing room layout should encourage participation.
We listened:
The furniture is to be positioned around a central circular rug. This is a more inclusive layout forming a circle where everyone can be equally involved. This layout should encourage better participation. Chairs will all be at the same height and will be comfortable for anyone sitting on them for longer periods of time (such as panel members).
You told us:
The tables provided shouldn’t create a barrier between the panel members and children and families.
We listened:
We started to remove the ‘big’ tables from Hearing rooms 10 years ago. We now provide small tables. The tables will be positioned side-ways so that they don’t create a barrier between the panel members and the other people in the Hearing. In addition, we are going to trial adjustable tables which should be easier for panel members to write on.
You told us:
The Hearing room should feel more ‘homely’.
We listened:
Toys, cushions and throws will be added to make the room more comfortable and less corporate. Storage for these elements will be provided so that they can be tidied away if they potentially be overwhelming or distracting to a child/young person. It also allows the child or young person to have a feeling of flexibility where they can choose which cushions or throws they want out in the room.
You told us:
The TV should not dominate the Hearing room.
We listened:
During the pandemic, TV screens were introduced in Hearing rooms to allow people to join Hearings virtually. They have remained to continue to enable a choice of participation. The TV is to be fitted on the wall to suit the room and furniture layout. We will ensure the supporting AV cabinet is less commercial and looks more domestic in style.
Thank you!
Senior Operational Manager Helen Etchells is leading the development and implementation of SCRA’s new Hearing Centre Design Standards. She said: “We would like to say a huge thank you to everyone who took the time to join one of our consultation sessions.
“The information we received was extremely helpful and allowed us to work with the designers to create our new standards which will enable more inclusive, flexible and future-proofed Children’s Hearing centres across Scotland.”
Next steps:
Some of the proposed new furniture is being tested in our Hearings Centre in Hamilton. Our Hearings Centre in Glasgow will be the first major revamp using the new standards. Work has just started at the centre in Bell Street. Then our Hearing Centre in Lerwick is next on the list for a makeover. Watch this space for more information!
Any questions/comments?
If you have any questions or comments about our Hearing Centre Design Standards, please get in touch, we would love to hear from you.
We will Keep The Promise!
