1. 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 spenton healthcare perperson per year.
(CBS)
Health & Wellbeing
»

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3. 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 Eindhovenv
Open Monday, Wednesday and Friday, 8:00-17:00. www.sgeinternational.nl
Dr. 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 Hague
Open 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
Health & Wellbeing