ACCESS | WINTER 2016 | 35

“We as Dutch GPs always thought that we did okay,”

says Dr. H.A.A. Rullmann, General Practitioner at

SGE International. However, the research showed

that 30% of internationals trusted their General

Practitioner (GP) and 40% did not. “Your GP is the

gateway to Dutch healthcare,” says Dr. Rullmann.

“If that trust isn’t there, then it all falls apart.”

To meet the needs of the "international"

Because of the demand for high-quality healthcare

for internationals, the municipality of Eindhoven

and the Holland Expat Center South approached

SGE to open a healthcare centre for internationals

in Eindhoven, where approximately 15,000 inter-

nationals live.

The Eindhoven Corporation of Primary Health Care

Centers (SGE) has already been providing primary

healthcare in Eindhoven for more than 30 years,

serving more than 80,000 patients. Now they were

given the task of opening a centre for internationals.

SGE recognized that they must do more than just add

“international” to their name to truly serve the inter-

Building trust in healthcare for internationals

BY OLIVIA VAN DEN BROEK-NERI

Research conducted in 2013 by ACCESS

together with International Health Services

resulted in 500 responses from internationals

living throughout the Netherlands. The report

provided important information to those in the

healthcare industry, revealing, for one, how

patients feel about their doctors.

Did you know... About €5,700 is spent on healthcare per person per year. (CBS)

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»

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ACCESS | WINTER 2016 | 37

national community. In order to address the needs

of this group, SGE created an international panel.

This panel consists of professionals from various

backgrounds and from different countries including

Canada, Iran, China, Greece, and the US.

“I’m extremely proud to be involved with the SGE

International,” says Canadian Vicki van Eeghem.

SGE requested information from each panel mem-

ber, including their experiences with healthcare

in their own country as well as in the Netherlands.

“They wanted to know how the Dutch healthcare

system could be enhanced in different ways,” says

Van Eeghem, whose dental background made her

a good fit for the panel.

Adjustments for the learning curve

Having a limited knowledge of Dutch healthcare can

increase the level of distrust that internationals have

in the system. The international panel suggested that

SGE International needs to be understanding and

must take time to explain things in English. As a

result, SGE International takes more time with each

patient. Instead of the standard 10-minute appoint-

ment, patients get a 20-minute appointment.

“For an international who is new in the country, and

who does not understand the healthcare system,

10 minutes is too little time,” explains Van Eeghem.

Of course internationals have more questions about

the healthcare system than a Dutch patient might.

“What happens if you have friends or family visiting

and they fall ill?”, for example. Or, “Why can’t I get a

yearly check-up?” Common complaints among the

community also include the requirement to obtain

a referral from the GP to see specialists. The Dutch

system is complicated for newcomers, and the

healthcare providers at SGE International want to

guide them through it, to make it is easier to under-

stand and to accept. “We’re trying to bridge the gap,”

says Dr. Rullmann. Everyone who works at SGE

International also completes cultural training.

“Dr. Rullmann can translate your medical expecta-

tions from your culture into a Dutch context,” says

Simon Curtis, a British expat and SGE International

patient. Curtis goes on to explain that Dr. Reullman’s

international background also helps her to relate to

the patient, and that she is able to use English medi-

cal terms. “When you’re ill, you’re in a vulnerable

position,” says Curtis. “To be able to speak English

helps!”

More initiatives

SGE International also supports a brand-new initia-

tive called the International Peer Support Network

of Eindhoven (IPSN). The IPSN is a group of inter-

nationals passionate about supporting their peers

in the Eindhoven area. They will organise support

groups, workshops, events and a mentoring pro-

gramme. Such initiatives are what will help the inter-

national community to thrive in the Netherlands.

“We want people to be able to advocate for them-

selves,” says Van Eeghem. «

www.ipsneindhoven.wordpress.com

About the author

Olivia van den Broek-Neri is originally from the US. She has lived in the Netherlands for 10 years and is currently Project Coordinator for Communications & Events at Holland Expat Center South.

Resources

SGE International, Strijp-S Videolab 4.042, Torenallee 20, 5617 BC EindhovenvOpen Monday, Wednesday and Friday, 8:00-17:00. www.sgeinternational.nlDr. Rullmann offers presentations at the centre for the international community about the Dutch healthcare system.

International Health Centre The Hague, Jan van Nassaustraat 125, 2596 BS The HagueOpen Monday – Friday, 8:00-18:00. www.ihch.nl

ACCESS Counselling Service Network consists of licensed professionals – psychologists, mental health counsellors, and social workers from different cultural backgrounds. They offer a variety of expertise and practice in English and several other languages.www.access-nl.org/about-access/what-we-do/counselling-service-network.aspx

Get your free ACCESS Guide “Healthcare in the Netherlands” here: access-nl.org/about-access/access-publications/guides.aspx

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