In the context of the ongoing war and mass displacement of the population, Kharkiv has become an important point of concentration of militaries, veterans and their families. In connection with this situation, the issues of accessibility of social services, quality medical care, administrative support, as well as adaptation of the city infrastructure to the needs of people with limited mobility have become relevant.
The project, implemented by Yasno Research & Consulting Group by order of the Pixel.UA Charitable Foundation with the support of the International Renaissance Foundation, was aimed at obtaining a professional assessment of the current state of accessibility of social services and infrastructure facilities for veterans and militaries in Kharkiv.
The main objectives of the project: to obtain data on the experience of receiving services, analyze the physical accessibility of institutions, identify barriers and formulate practical recommendations in the field of inclusion and social support.
The Yasno Research & Consulting Group team, together with specialists from the Pixel.UA Charitable Foundation, developed a comprehensive research program that included both a study of the experience of using services and an assessment of the physical accessibility of urban infrastructure.
- 25 in-depth interviews were conducted with militaries and veterans who received medical, social and other services in Kharkiv during the year;
- 44 urban infrastructure facilities were audited, including medical institutions, administrative service centers, shopping and entertainment centers, the Pension Fund, banking institutions, restaurants, theaters, and transport infrastructure
- original indices of accessibility and adaptability were developed for a comprehensive analysis of the environment;
- examples of both positive practices and systemic barriers that require solutions were collected.
The combination of a qualitative approach and an audit of institutions made it possible to obtain an objective picture of the situation from the point of view of users and services.
The results of the research revealed significant disparities in the quality of services and accessibility for the less mobile population groups. Best of all from the point of view of physical accessibility, Administrative Services Centers, which received high adaptability indices, proved themselves. At the same time, Medical and Social Expert Commission, Territorial Center of Recruitment and Social Support and Communal Services turned out to be the least adapted to the needs of veterans, especially those with disabilities. Medical institutions have a high index from the point of view of physical accessibility, but they need further work from the point of view of creating a barrier-free environment.
The main identified barriers:
- lack of ramps or their non-compliance with standards;
- narrow doorways and corridors;
- the absence or unsuitability of sanitary facilities for low-mobility population groups;
- lack of tactile elements, Braille signs, personnel call buttons;
- non-transparency of procedures in Medical and Social Expert Commission and Territorial Center of Recruitment and Social Support;
- variable attitude of personnel: from supportive to formally indifferent.
At the same time, the study showed examples of positive experience — individual establishments demonstrate a high level of service, adaptation of premises, attentiveness of staff.
Recommendations:
Develop and introduce unified standards of service for militaries and veterans.
Carry out technical modernization of key institutions and transport to ensure full accessibility.
Initiate information campaigns to improve communication with low-mobility population groups and veterans.
To contribute to the development of city programs of rehabilitation, recreation, support and solidarity of veterans.
This project is not only a study, but also an instrument of city transformation. Pixel.UA Charitable Foundation together with Yasno Research & Consulting Group created a basis for long-term changes that will make Kharkiv more fair, inclusive and dignified for each of its residents.
The results of the study were presented to the public, scientists and representatives of the local authorities of Kharkiv in May 2025.
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