At cereneo, Swiss and international patients from different regions and cultures come together. Regardless of where our guests come from, everyone involved has the same goal: the best possible neurological rehabilitation outcome. Many patients have an increased need for social closeness and security, so the involvement of relatives and friends plays a major role, which has a positive influence on the rehabilitation process.

Patients and relatives should feel equally at home

To make everyone’s stay as pleasant as possible, cereneo has its “Patient Relations” team. The team ensures that the routines, traditions and wishes of patients and their relatives are taken into account so that they feel at home during their stay in the clinic.

Ramzi Kacem, Hospitality Manager at cereneo, takes care of all non-medical concerns of patients and their families with all his heart and passion.

What are your tasks in looking after the families?

Needs vary greatly from country to country. I try to meet everyone’s requirements and attach great importance to catering to the cultural characteristics of each country. My tasks are not so different from those of a concierge in a hotel. I take care of all the family’s issues and questions, whether it’s shopping, organising and accompanying them to a doctor’s appointment, extending a visa, organising transport, car hire or excursions, but also making restaurant or event reservations or booking a hairdresser or beauty appointment. I also often organise celebrations and gifts for the birthday of a patient or family member.

Thanks to my language skills, I often act as a translator for our Arabic patients, for example during doctor’s visits or when it comes to requests for changes in treatment and care.

How do you feel about working with the relatives?

Families are often insecure at first, but after a few contacts, they quickly gain confidence because they realise that they can come to me with any concerns. I take the time to listen to them and try to answer all their questions and solve any problems. This builds trust and after a few weeks I sometimes almost feel like part of the family.

The patient relations team plays a very important role as a link between the family and the hospital staff. I try to visit the patients as often as I can also during their therapy sessions to see how things are going and to make sure they feel comfortable. I often just have a quick chat with family members over a coffee without having to do anything specific. I listen and try to make their lives easier.

What do you particularly enjoy in your work?

My tasks are very diverse. Every day is different and helping people gives me a very good feeling. For families, some issues seem very complicated and I always try to find an uncomplicated solution.

And what happens after the clinic stay?

For many families and patients, I am still the point of contact after their stay when it comes to our cereneo Home or online services and I put them in touch with the right people to talk to. Patients often still need medication or aids after their stay, which we then organise for them.

I am still in touch with some families and they send me family photos. That shows me that I’m doing a good job!