Quality of Hospital Entrance ReceptionHOSPERNCT07002411
Hospitality Oriented Service Perception Evolution With Robots (HOSPER)
A study testing Innovative hospital reception service with social robot NAO and Innovative hospital reception service with social robot PEPPER in people with Quality of Hospital Entrance Reception and Social Robots, run by Istituto Nazionale di Ricovero e Cura per Anziani at 1 site in Italy.
Trial summary
The HOSPER project aims to determine if using Pepper and NAO social robots at the IRCCS INRCA in Ancona's (Italy) entrance is a viable way to improve the current reception and guidance services for hospital visitors. The robots will offer proactive assistance and directions to departments. Read more about this study
- Who is it for?
- Ages 65 years and older
- Conditions the study is for
- Quality of Hospital Entrance Reception, Social Robots
- What is being tested?
- Innovative hospital reception service with social robot NAO and Innovative hospital reception service with social robot PEPPER
- Could I receive a placebo?
- No, everyone receives an active treatment
- How many people
- 200 participants
- Where
- 1 siteItaly
- Study dates
- 18 Dec 2024to 30 Jul 2025
- Phase
- Interventional
- Are there results?
- Not yet: the study is under way
Key requirements
Who can take part, as listed by the sponsor. Only the study team can confirm whether you are eligible, so take this list to your doctor.
- Ages 65 years and older
- All sexes
- No healthy volunteers
- Older adult
Who may be able to join
- Possession of full cognitive capacity;
Who cannot join
- • Lack of written informed consent
Trial locations and contacts
1 site in 1 country. Contact the study team or a site near you to ask about taking part.
Italy1 site, 1 recruiting
- Recruiting
IRCCS INRCA Hospital
Ancona, 60127
Elvira Maranesi, PhD, e.maranesi@inrca.it
Letizia Ferrara, MD
About this study
The HOSPER project aims to determine if using Pepper and NAO social robots at the IRCCS INRCA in Ancona's (Italy) entrance is a viable way to improve the current reception and guidance services for hospital visitors. The robots will offer proactive assistance and directions to departments.
Read the detailed description
The primary aim of the "HOSPER" project is to assess the feasibility of an innovative reception and proactive guidance service designed to enhance the quality of the existing service provided by the IRCCS INRCA in Ancona (Italy). This will be achieved through the deployment of two social robots, Pepper and NAO, located at the hospital entrance to provide information to users inquiring about directions to specific departments. Furthermore, the study will evaluate the level of participant satisfaction with their interactions with the robots.
- Being tested
- Innovative hospital reception service with social robot NAO, Innovative hospital reception service with social robot PEPPER
- Keywords
- Older people
What participants receive
What participants receive. In a randomised study each person is assigned to one group by chance.
Innovative hospital reception service with social robot NAOOther
The robot NAO welcomes the user and asks how it can assist them. At this point, the user responds, and the robot, in turn, replies in two possible ways: If it has not understood the request, it prompts the user to rephrase it, and the process returns to the previous point. If it has understood the request, it explains the route the user needs to follow. Once the interaction has been successful or two consecutive attempts have failed, the robot asks the user if the necessary information has been provided. If yes, the robot dismisses the user. If no, the interaction resumes from the point where the robot asks for the department to reach or the exam to take.
Innovative hospital reception service with social robot PEPPEROther
The robot PEPPER welcomes the user and asks how it can assist them, stating the following phrase: "Good morning and welcome to INRCA. I am PEPPER and I am here to provide directions to help you reach your desired location within the hospital. Which department do you need to reach or which exam do you need to take? " At this point, the user responds, and the robot, in turn, replies in two possible ways: If it has not understood the request, it prompts the user to rephrase it, and the process returns to the previous point. If it has understood the request, it explains the route the user needs to follow. Once the interaction has been successful or two consecutive attempts have failed, the robot asks the user if the necessary information has been provided. If yes, the robot dismisses the user as follows: "Thank you for your participation. Have a good day." If no, the interaction resumes from the point where the robot asks for the department to reach or the exam to take.
| Study group | Role | What they receive |
|---|---|---|
| ARM 1 | Experimental | Older subjects attending the INRCA hospital entrance Receives: Other: Innovative hospital reception service with social robot NAO |
| ARM 2 | Active comparator | Older subjects attending the INRCA hospital entrance Receives: Other: Innovative hospital reception service with social robot PEPPER |
What is being measured
The primary outcome is the main question the study is designed to answer.
perceived quality of the innovative reception service
The perceived quality will be evaluated by an ad hoc Customer Satisfaction questionnaire. The definition of this indicator is evaluated by quantifying several variables, including: the attention received from the robot in terms of accuracy of the interaction and courtesy (score from 1 - not at all satisfied - to 7 - very satisfied), the clarity and completeness of the information received (score from 1 - not at all satisfied - to 7 - very satisfied), the respect for personal privacy (score from 1 - not at all satisfied - to 7 - very satisfied), the overall satisfaction with the service provided (score from 1 - not at all satisfied - to 7 - very satisfied), and whether the service would be recommended to others (score from 1 - absolutely not - to 7 - definitely yes).
Measured: immediately after the intervention
Secondary outcomes (1)
Usability
The usability will be evaluated by the System Usability Scale (SUS). It consists of a 10-item questionnaire with five response options for respondents, ranging from "Strongly Agree" to "Strongly Disagree." The score for the System Usability Scale (SUS) is calculated by following these steps:
- For odd-numbered questions (1, 3, 5, 7, 9), subtract 1 from the user's rating.
- For even-numbered questions (2, 4, 6, 8, 10), subtract the user's rating from 5.
- Add the new values for all 10 questions.
- Multiply this sum by 2.5. This final number gives you a score out of 100.
The System Usability Scale (SUS) score, ranging from 0 to 100, is interpreted to indicate the perceived usability of a system. Higher scores suggest better usability.
Interpreting SUS Scores:
90-100: exceptionally good usability. 80-89: very good usability 70-79: good usability 60-69: the usability is marginal 50-59: Poor usability 0-49: Extremely poor usability
Measured: immediately after the intervention
Timeline
From the start of the study to its completion; the mark is today. Estimated dates are the sponsor’s plan.
- First posted3 Jun 2025
- Study start18 Dec 2024
- Primary completion30 Jul 2025 (estimated)
- Study completion30 Jul 2025 (estimated)
Resources
- Official record on ClinicalTrials.govThe registry entry this page is built from, with its full change history.
- Publications (1)Papers the sponsor has linked to this study.
- Other trials for Quality of Hospital Entrance ReceptionStudies of the same condition, open and under way.
- What the trial phases meanHow a treatment moves from first tests in people to approval.
More details
For doctors and researchers: how the study is designed, who runs it, and its registry IDs.
Study design
- Study type
- Interventional
- Phase
- Phase N/A
- Primary purpose
- Other
- Allocation
- Randomised
- Intervention model
- Parallel groups
- Masking
- None (open label)
- Enrolment
- 200 participants (estimated)
Sponsor and investigators
- Lead sponsor
- Istituto Nazionale di Ricovero e Cura per Anziani
- Sponsor type
- University, hospital or other
- Responsible party
- Sponsor
- Investigators
- Letizia Ferrara, MD, Principal investigator, IRCCS INRCA, Ancona, Italy
IDs, dates and publications
- ClinicalTrials.gov ID
- NCT07002411
- Sponsor's protocol ID
- INRCA_008_2024
- Acronym
- HOSPER
- Status last verified
- May 2025
- First submitted
- 14 May 2025
- Last updated
- 3 Jun 2025
- Results posted
- No
- Data monitoring committee
- No
- FDA-regulated drug
- No
- FDA-regulated device
- No
- Individual data sharing
- No
Publications
Amabili G, Sgolastra A, Margaritini A, Barbarossa F, Maranesi E, Cucchieri G, Pascucci L, Ferrara L, Bevilacqua R. Evaluating a Social Robot Reception Service in an Italian Geriatric Hospital (HOSPER Study): Protocol for a Usability Study. JMIR Res Protoc. 2026 Feb 26;15:e81395. doi: 10.2196/81395.
PubMed 41747281
Study at a glance
From the registry record, last updated by the sponsor on 3 Jun 2025. Recruitment status is as the sponsor reported it: confirm with the study team.
- Official title
- Hospitality Oriented Service Perception Evolution With Robots (HOSPER)
- ClinicalTrials.gov ID
- NCT07002411
- Acronym / sponsor ID
- HOSPER / INRCA_008_2024
- Keywords
- Older people
- Study type
- Interventional
- Recruitment status
- Recruiting
- Enrolment
- 200 participants (estimated)
- Lead sponsor
- Istituto Nazionale di Ricovero e Cura per AnzianiUniversity, hospital or other
- Study start
- 18 Dec 2024 (actual)
- Primary completion
- 30 Jul 2025 (estimated)
- Study completion
- 30 Jul 2025 (estimated)
- First posted
- 3 Jun 2025 (actual)
- Results
- Not posted in the source record
Clinical summary
The research question as the sponsor registered it. This describes what the study plans to test, not what it found.
The HOSPER project aims to determine if using Pepper and NAO social robots at the IRCCS INRCA in Ancona's (Italy) entrance is a viable way to improve the current reception and guidance services for hospital visitors. The robots will offer proactive assistance and directions to departments.
Detailed description
The primary aim of the "HOSPER" project is to assess the feasibility of an innovative reception and proactive guidance service designed to enhance the quality of the existing service provided by the IRCCS INRCA in Ancona (Italy). This will be achieved through the deployment of two social robots, Pepper and NAO, located at the hospital entrance to provide information to users inquiring about directions to specific departments. Furthermore, the study will evaluate the level of participant satisfaction with their interactions with the robots.
Study design
- Primary purpose
- Other
- Allocation
- Randomised
- Intervention model
- Parallel groups
- Masking
- None (open label)
- Number of arms
- 2
| Arm | Type | Receives |
|---|---|---|
| ARM 1 | Experimental | Other: Innovative hospital reception service with social robot NAOOlder subjects attending the INRCA hospital entrance |
| ARM 2 | Active comparator | Other: Innovative hospital reception service with social robot PEPPEROlder subjects attending the INRCA hospital entrance |
Who may qualify
- Ages
- 65 years and older
- Sex
- All
- Healthy volunteers
- Not accepted
- Age groups
- Older adult
Key inclusion criteria (1 listed)
- Possession of full cognitive capacity;
Key exclusion criteria (1 listed)
- • Lack of written informed consent
Eligibility is decided by the study team after screening; this overview does not establish that a patient qualifies. Full inclusion and exclusion criteria.
Interventions
| Intervention | Type | Arms |
|---|---|---|
| Innovative hospital reception service with social robot NAOThe robot NAO welcomes the user and asks how it can assist them. At this point, the user responds, and the robot, in turn, replies in two possible ways: If it has not understood the request, it prompts the user to rephrase it, and the process returns to the previous point. If it has understood the request, it explains the route the user needs to follow. Once the interaction has been successful or two consecutive attempts have failed, the robot asks the user if the necessary information has been provided. If yes, the robot dismisses the user. If no, the interaction resumes from the point where the robot asks for the department to reach or the exam to take. | Other | ARM 1 |
| Innovative hospital reception service with social robot PEPPERThe robot PEPPER welcomes the user and asks how it can assist them, stating the following phrase: "Good morning and welcome to INRCA. I am PEPPER and I am here to provide directions to help you reach your desired location within the hospital. Which department do you need to reach or which exam do you need to take? " At this point, the user responds, and the robot, in turn, replies in two possible ways: If it has not understood the request, it prompts the user to rephrase it, and the process returns to the previous point. If it has understood the request, it explains the route the user needs to follow. Once the interaction has been successful or two consecutive attempts have failed, the robot asks the user if the necessary information has been provided. If yes, the robot dismisses the user as follows: "Thank you for your participation. Have a good day." If no, the interaction resumes from the point where the robot asks for the department to reach or the exam to take. | Other | ARM 2 |
Primary outcome
perceived quality of the innovative reception service
Time frame: immediately after the intervention
The perceived quality will be evaluated by an ad hoc Customer Satisfaction questionnaire. The definition of this indicator is evaluated by quantifying several variables, including: the attention received from the robot in terms of accuracy of the interaction and courtesy (score from 1 - not at all satisfied - to 7 - very satisfied), the clarity and completeness of the information received (score from 1 - not at all satisfied - to 7 - very satisfied), the respect for personal privacy (score from 1 - not at all satisfied - to 7 - very satisfied), the overall satisfaction with the service provided (score from 1 - not at all satisfied - to 7 - very satisfied), and whether the service would be recommended to others (score from 1 - absolutely not - to 7 - definitely yes).
1 secondary outcome
Usability
Time frame: immediately after the intervention
Results and safety
This study is still under way. Results are not available in the source record yet.
Research links
- Official record on ClinicalTrials.govLast updated by the sponsor 3 Jun 2025.
- Derived from this study: PubMed 41747281Amabili G, Sgolastra A, Margaritini A, Barbarossa F, Maranesi E, Cucchieri G, Pascucci L, Ferrara L, Bevilacqua R. Evaluating a Social Robot Reception Service in an Italian Geriatric Hospital (HOSPER Study): Protocol for a Usability Study. JMIR Res Protoc. 2026 Feb 26;15:e81395. doi: 10.2196/81395.
- Individual participant dataSharing planned: No
Referral and contact
AzTrials does not enrol participants or take referrals. Contact the study team or a site listed below; they decide who can take part.
Letizia Ferrara, MD principal investigator
IRCCS INRCA, Ancona, Italy
1 site in 1 country: see every site and its status.
Questions about this trial
What is this clinical trial studying?
A study testing Innovative hospital reception service with social robot NAO and Innovative hospital reception service with social robot PEPPER in people with Quality of Hospital Entrance Reception and Social Robots, run by Istituto Nazionale di Ricovero e Cura per Anziani at 1 site in Italy.
The full registered description is in the About this study section and the official record.
Who may be eligible to take part?
The sponsor lists 1 inclusion and 1 exclusion criteria. Eligibility is decided by the study team after screening, so read the full criteria and contact a listed site.
Is this clinical trial currently recruiting?
The record says: looking for participants now, as of the sponsor's last update on 3 Jun 2025. Status can change between updates, so confirm with the study contact before making plans.
Where is the study taking place?
The record lists 1 site in Italy. Whether a site is taking part right now should be confirmed with that site. See every site.
What are the possible benefits and risks?
They depend on the study and the treatment, and no study can promise a benefit. The study team explains the known risks during informed consent, before anyone joins; the record itself does not list them.
Are results available for this study?
This study is still under way. Results are not available in the source record yet.
How can a doctor refer a patient or contact the research team?
Contact Anna Rita Bonfigli (0718003719, a.bonfigli@inrca.it), or a site near the patient. AzTrials does not enrol participants or take referrals.
What does the primary outcome measure?
perceived quality of the innovative reception service (time frame: immediately after the intervention). It is what the study was designed to measure, not a finding.
Where can I read the original study information?
On the ClinicalTrials.gov record for NCT07002411, which also lists 1 linked publication.
Does a listing mean the treatment is approved or proven to work?
No. A listing means the study is registered. It does not show that the treatment is safe, works, or is approved by a regulator.
How often is this information updated?
AzTrials copies changed records from ClinicalTrials.gov every night and reloads the whole registry every week. The sponsor last updated this record on 3 Jun 2025.