Bupa Health Centre
Bupa Health Centre at the Lantern in Euston opened in summer 2023 and was Highly Commended as this year’s Building Better Healthcare awards.
Continuing our long standing relationship with Bupa, Lustedgreen provided architectural services and the lead designer role through RIBA stages 1-4 and worked closely with the appointed main contractor, TSK during construction.
A key objective for the design was to create an interior environment that fulfils the Bupa customer’s physical and emotional needs, while expressing the professional healthcare nature of Bupa’s business; to be reassuring, comfortable, relaxed, personal and demonstrate great value.
With a strong focus on improving the customer experience, we wanted the design to help reduce the potential heightened emotional state that customers may face when entering a medical environment, by connecting them to more every day experiences found in cafes, shops, fitness gyms and hotels.
This meant moving away from a typical clinical environment and introducing finishes that create a calming and grounding space, through colour palette, textures and patterns that reflect those found in nature. The use of oak, stone and terrazzo effect finishes, with neutral upholstery and soft, warm lighting provide an aesthetic that feels more retail than health care.
The design of the reception and waiting areas were developed to facilitate a reformed customer journey, by breaking down the barrier associated with the traditional reception desk, and encouraging the first interaction with the customer to be more personal. The reception welcome pods provide a concierge style greeting and create a less static environment, where staff are moving around and tending to all customer needs.
A key aspect of achieving an enhanced customer experience was developing a fully inclusive design, which was facilitated by Bupa’s partnership with Direct Access. We endeavoured to go above and beyond Building Regulations where possible to achieve a design that was accessible to all. Careful consideration was given to circulation, furniture and the finishes throughout the scheme, ensuring there was sufficient contrast between key surfaces to aid those with visual impairments, and avoiding the use of bold pattern for those who are neurodivergent.
Having worked with Bupa to deliver a number of health care projects for over 10 years, we were able to use both our previous experience and focussed user engagement throughout stages 1-4, to ensure the needs of patients, staff and visitors were met in all areas of the clinic.
This included walking through the design with the client team and key stakeholders, such as the end users, operations managers, brand and marketing team, senior leadership team, and the infection control lead / head of governance, during various stages of the project, to ensure that the highest standards were achieved from an operational, hygiene and customer experience perspective. The use of 3D modelling and detailed room elevations helped us to communicate all aspects of the design with the client, from building the initial brief in stage 1, through to detailed power and data layouts in stage 4.
Another key aspect of the project was looking for reuse opportunities to contribute to Bupa’s sustainability agenda. A large portion of the loose furniture was re purposed from another site, as well as the carpet. Durable materials were also specified to provide longevity in the design.
Bupa are also proud to showcase their partnership with Artbox London, a registered charity and social enterprise that runs art workshops, trips, exhibition and sales opportunities for people with learning disabilities and autism. We were delighted to be able to include full gallery wall of prints from various artists within the main ground floor reception, which not only look beautiful, but provide a talking point around Bupa’s inclusivity agenda.
We believe that the Bupa Health Centre is a great example of how rethinking the design of the traditional medical environment can promote holistic wellbeing. By creating a more approachable, relatable and comfortable interior, healthcare providers like Bupa can look to develop whole life relationships with their customers, ensuring they experience the best service each and every time they visit, to encourage a prevention over cure approach to health care.
The project also demonstrated how a collaborative approach can lead to a successful outcome. We were fortunate to work alongside many talented consultants during the project.
Project Manager Gardiner & Theobald
Building Services Consultant Bianco Sale
Structural Engineer Price & Myers
Planning Consultant Turley
Accessibility Consultant Direct Access
Fire Consultant IFC (KIWA)
Acoustic Consultant Ramboll
Health & Safety Consultant JDA Safety
Principle Contractor TSK