"We want the former hostages to feel at home, not in a hospital"

Plants, decorative accessories, pastel rugs, soothing scents, and beauty treatments are just some of the thoughtful touches that create the warm and welcoming atmosphere at the special facility for returning captives and their families, established at Sheba Medical Center.

"We want the former hostages to feel at home, not like they're in a hospital," says Carolyn Bats Chissin, VP of Human Experience and Marketing at Sheba Medical Center. "We want to create a warm, supportive space that feels like home, helping them feel free and human again."

A room in the Returning Hostages Complex at Sheba. A cozy and welcoming atmosphere.

Each guest gets a spacious room with two beds—one for the patient and one for the companion—plus a comfortable seating area and a private bathroom. The furnishings are all brand new, including the showerhead, curtains, towels, and rugs. Each room also comes with a selection of creams for added comfort, and even the toilet paper was thoughtfully chosen.

The rooms await the returnees with soft, homey lighting, new clothes, and slippers, and when possible, personal belongings brought in advance by their families.

Like the private rooms, the therapy rooms for physical and psychological treatments were designed to create a welcoming, comfortable, and personal atmosphere to help patients feel at ease.

Seeing the Person, Not the Patient

The design and furnishings of the space are not just about aesthetics – they are part of a broader worldview. Those responsible for the planning are employees of the Human Experience Division at Sheba. "Human experience goes beyond merely addressing a person's medical needs. It encompasses nurturing their emotional and mental well-being, honoring their desires, and respecting their personal preferences," explains Sharon Farhi Chen, Service Manager at the Human Experience Division. "The idea is to see them as a person, not as a patient, and tailor the treatment approach to their individual character."

Women staying at the facility can also access a range of beauty services, including massages, manicures, pedicures, haircuts, highlights, and more. "Anything that helps them feel like they're coming back to life," says Farhi Chen.

The Human Experience team works closely and in coordination with a professional team, which includes psychologists, doctors, social workers, and a dietitian. Based on the experience gained from treating returning hostages over the past year, a new method is currently being developed at Sheba Medical Center to address complex trauma. One of its core principles is a holistic approach that addresses all necessary aspects of the body, mind, and spirit. "We're always growing, learning, and finding new ways to improve," says Farhi Hen.

Based on past experiences, a specialized logistics warehouse was created, stocked with clothing, toiletries, and all the essentials identified as vital for the returning individuals. To further meet the needs highlighted by returnees in earlier rounds, warm, welcoming lighting was incorporated, adding a comforting, homely touch.

Sheba Medical Center set up a tent near the helipad to ensure the privacy and safety of returnees entering the hospitalization zone. This measure was introduced following the challenges faced during the arrival of the last three individuals rescued from Hamas, when large crowds gathered at the medical center, complicating their transfer to the hospitalization wing.
 

An integral part of the recovery process  

The human experience team at Sheba is not only dedicated to the well-being of patients but also to the well-being of their families and companions. "We go above and beyond to ensure they have everything they need to support the patient with comfort and care," says Farhi Chen.

Next to each suite, there is a family room equipped with a spacious living area and a sofa that opens into a bed. The design places special emphasis on complete privacy, and the family rooms are designed to ensure they cannot be overheard from the outside.

The Rehabilitation Center at Sheba focuses on providing complete privacy.

"As soon as the patients arrived, the personal requests started pouring in from both the families and the patients. It’s our job to take care of these requests, and we never say no to a request." says Farhi Chen, adding, "The idea behind the facility is that it’s alive and always evolving. Our medical team is here around the clock, ready to handle anything related to the patient’s experience. We see patient care as a key part of the recovery and healing journey."