Abstract

This master thesis investigates how physical access control systems (PACS) influence efficiency, security, and user experience in healthcare environments. As hospitals face increasing operational demands, PACS play a critical role in supporting workflows while maintaining necessary levels of security. However, existing systems may introduce friction in daily workflows and are often not designed with sufficient consideration of healthcare workers’ needs. The purpose of this study is to investigate healthcare workers’ perceptions and experiences of PACS, as well as to identify design implications for future physical access solutions in healthcare. The study adopts a mixed-methods approach, combining a systematic literature review, semi-structured interviews, and field observations conducted at three hospitals in the southern part of Sweden. The qualitative data provides insights into healthcare workers’ experiences, behaviours, and challenges related to PACS, while quantitative observations illustrate operational impacts in the form of differences in passage times during different types of movement. The findings show that current PACS frequently disrupt workflows through repeated authentication, slow door behaviour, sensor interference, and inconsistent door logic. These interruptions were particularly problematic in time-critical environments such as emergency rooms, where rapid movement and coordination are essential. At the same time, healthcare workers generally viewed access control measures as important for maintaining security and safety, especially in environments associated with threats or violence. The study further shows that efficiency, security, and user experience are closely interconnected, where measures intended to improve one aspect may negatively affect another. Healthcare workers often adapted their behaviour through workarounds and informal practices in order to maintain workflow efficiency. The study contributes with a user-centred perspective on PACS in healthcare environments, an area that remains relatively underexplored in existing research. Furthermore, the study identifies several design implications for future physical access solutions, highlighting the importance of adaptive and context-aware systems that better align with the needs of healthcare workers.