Many people in remote or disadvantaged areas struggle to access basic health and social services. The services in question may already exist, but people often do not use them; information is scattered, procedures feel complex, digital tools can be confusing – and trust in institutions may also be low.
Our project was created to respond to this problem: it brings together public authorities, service providers, civil society groups, and local communities. The goal is simple: help people find support at the right time.
A one-stop shop is the core idea behind this work, but what does it really mean?
In plain words, a one-stop shop is a single place where people can get clear information, guidance and support. It makes it easier to understand which services exist and how to use them.
Instead of visiting several offices, making endless calls, or searching online, people go to one welcoming location where staff are trained to offer practical help, listen to the local population’s needs and explain the options available, directing them to the right services.
Why this matters.
In many regions, older adults, frail people, and those at risk of frailty face real barriers. They may not know where to go, they may feel overwhelmed, and they may lack digital skills or transport. These barriers create inequality and unfortunately, some people may fall through the cracks.
A local one‑stop shop reduces these barriers. It helps people navigate health and social systems with confidence, and it makes services easier to use and more transparent.
How the model is being built.
Our project will use a co‑design approach; this means the model is shaped with communities, not for them. Local authorities, service providers, caregivers, and citizens work together.
The project team will first map local services in our target areas. Then they will interview service providers to understand strengths and gaps. The final step will be the focus group, which is where citizens share their experiences, frustrations, and expectations.
These insights will help design one‑stop shops that reflects real needs, and it also helps avoid unrealistic promises and builds trust from the start.
The one-stop shop model is more than a service point, it is a commitment to fairness, and the final aim is to make sure that no one is left behind because of where they live, their digital skills, or their person situation. The vision is clear: empower communities, simplify access, and build trust through practical and human‑centred support.