Cultural Competence in Health Services | The Jerusalem Intercultural Center

Santé Israël at the Olimpiada Aliya Fair for French Speaking Olim

One of the first things you do as an Oleh Hadash, or new immigrant to Israel, is become a member of one of Israel’s 4 national Kupot Holim, or HMOs. And so begins our saga with the Israeli health system.

At the Sante Israel table

If you’re lucky, and you’re a French-speaker, you now have the Santé Israël web site, developed and operated by the JICC cultural competence team, and more specifically by our Marie Avigad. Santé Israël describes the ins and outs of the health care system in Israel, which is quite different than that of France and other French-speaking countries.

“The first site to respond in French to your questions about the Israeli health care system.”

Last Thursday, Marie represented the Santé Israël website and online community (here’s a link to its Facebook page as well) at the “Olimpiada” Aliyah information fair for French-speaking new immigrants, which was held at Sacher Park in the middle of town and was organized by Qualita . There were dozens of booths and tables offering services and information.

Many booths at the fair

Marie’s table was especially busy, giving visitors a hands-on introduction to the web site.

Learning how to use the site

In all 5,000 (!) people attended, and 35 organizations were part of the production of the Olimpiada, the first such gathering of Francophone immigrants since the establishment of Israel! Kol Hakavod to the Qualita organization for producing such an event. And of course, many thanks to the Pharmadom Foundation and the Rashi Foundation for their continuing support of Santé Israël.

Here’s the link to the Facebook post (in French):

Naomi Roff2016-07-16T07:29:59+00:00July 5th, 2016|Blog, Cultural Competence, Cultural Competence in Health Services, Identity Groups and Conflicts, New Immigrants, Santé Israël - French internet platform on the Israeli healthcare system|

Continuing to Advance Cultural Competency in Jerusalem Health Care Systems

At the recent Jerusalem as a Culturally Competent City conference we called cultural competency for health care professionals, ‘advanced cultural competency.’ But it doesn’t matter if they’re advanced or just starting out. One of the main takeaways from the conference was that cultural competency is an ongoing process that needs to be constantly reviewed and re-visited.

So last week, on June 7, we continued the process for cultural competency coordinators from Jerusalem HMO’s and hospitals with a joint meeting and peer learning session. There were representatives from the ALYN Rehabilitative Hospital, Hadassah Mt. Scopus as well as Ein Kerem campuses, Sha’are Zedek, and Meuchedet, Maccabi and Leumit HMO’s.

Exercises in principles of cultural competency

The goal of the meeting was to discuss challenges the coordinators have in assimilating principles of cultural competency in the different health care institutions. Issues included:

Including doctors in the training;
Assimilating telephone interpreting into everyday use;
Coping with the loneliness of the position;
Lack of resources;
Strategies of dealing with workers who refuse to show cultural sensitivity;
Working on Shabbat, and more.

Participants shared tips and suggestions from their experiences. In addition, Dr. Michal Schuster presented part of the recently-published research she conducted with Irit Elroy and Ido Elmakais regarding accessibility to signage in public and government hospitals. Michal was gave participants suggestions on how to better adapt signage and make it more accessible to different cultures.

Many of the participants said they felt the meeting was a great help and that they wished to continue to meet on a regular basis.

Many thanks to the Jerusalem Foundation for its continuing support of this program.

Naomi Roff2016-07-02T15:24:20+00:00June 18th, 2016|Asylum Seekers, Blog, Christians, Cultural Competence, Cultural Competence in Health Services, Ethiopian Jews, Identity Groups and Conflicts, Jewish Religious Denominations, New Immigrants, Palestinians/Arabs, Ultra-Orthodox Jews|

“Jerusalem as a Culturally Competent City” Conference

In what other setting could you find the Jewish Mayor of Jerusalem introduced in both Hebrew and Arabic, followed by the President of the Jerusalem Foundation, herself addressing the audience in English, Hebrew and Arabic, followed by a Muslim Canadian keynote speaker of Pakistani origin? Only at the “Jerusalem as a Culturally Competent City” conference, which we hosted, along with the Jerusalem Foundation, at the Jerusalem Cinematheque on Tuesday, May 17.

It was the culmination of 10 years of working to advance cultural competency, together with the Jerusalem Foundation. What began as focusing on health care, at the ALYN Rehabilitative Hospital, at Clalit primary care clinics and at the Hadassah Medical Center Mount Scopus has blossomed into a concept that encompasses all fields and all sectors, in Jerusalem and throughout Israel.

Opening the conference in Arabic and Hebrew

Throughout the day over 300 people participated, listening to over 70 speakers. They came from all walks of life, from all different fields. We had professionals from the municipality, senior officials in planning, education, welfare and community life. We had researchers and leaders from colleges, universities and think tanks. We had active community residents. We had professionals from a wide range of NGO’s. We had the Israel Police and the IDF. We had Christian and Muslim Arabs, some residents of East Jerusalem, some not. We had secular, traditional, religious and ultra-Orthodox Jews. The entire day was conducted with Arabic, Hebrew and English on equal footing. (You can see the tri-lingual program here.) We had it all. We had Jerusalem in all its wonderful diversity.

The tri-lingual invitation

Throughout the day, we discussed ways that service providers, in all fields, can make their services equally accessible to all of Jerusalem’s populations, making them culturally competent. And on the residents’ side, we discussed ways that they can work to improve their own access to these rights and services, many of which are guaranteed them by law. We discussed strategies and challenges, and the process in between. It was fascinating, exhilarating and downright riveting.

Ms. Uzma Shakir, Keynote Speaker

Mayor Nir Barkat opened the conference, saying: “The starting point for any activity that we do in Jerusalem is the city’s unique DNA, which is unlike any other city in the world.” When the city was founded, more than 3,000 years ago, “its gates were open to everyone, all tribes, Jewish and not…No one felt like they were a guest in Jerusalem…Everyone found their place,” he continued. It is this philosophy, where everyone finds their place, that informs us to this day.

Jerusalem Mayor Nir Barkat at conference

Yohanna Arbib-Perugia, President of the Jerusalem Foundation, was the next speaker. She emphasized the important role of cultural competence in a diverse and unique city as Jerusalem. Seeing the Jerusalem Intercultural Center as a strategic partner of the Foundation, she believes that the focus of the Foundation on cultural competence will deepen in the coming years.

Uzma Shakir, Director of the Office of Equity, Diversity and Human Rights, City of Toronto, was the keynote speaker. She described the processes taking place in Toronto and throughout Canada regarding multiculturalism and cultural competency, which include developing approaches appropriate to the vastly different population groups in Canada, from the native populations to the Francophone community of Quebec to recent immigrants from south Asia and elsewhere. She first defined the role of cultural competency:

Cultural competency can be viewed in two ways: it can either be seen as paternalistic and prescriptive – something you do for others who have either limited or unequal power to claim their rights; or transformative and critical – consciously producing spaces that address those power differentials in a meaningful manner and eventually lead to an equitable and just society. In other words, cultural competency can mean being nice to people while maintaining the status quo of inequality or it can mean empowering marginalized people to take control over their own destiny and to change the conditions in society to produce equitable and just outcomes for all. However, this requires an honest recognition of who is marginalized and then consciously co-creating the conditions for inclusion. In this sense, Toronto has its challenges just like Jerusalem and provides some compelling lessons.

She explained the desired outcome of culturally competent processes through this picture:

Three views of Equity

In the first approach, existing infrastructures render services equally for different people. However, since people’s needs are different, equal provision of services does not create proper equality. In the second approach, adjustments are made, often ad hoc, to be able to work within the existing infrastructure to provide services in a way that responds differently to the different needs. In the third approach, infrastructure is built from the start with the different needs of different people in mind, to enable each to meet his or her particular needs in the best way possible.

Here is Ms. Shakir’s full speech:

For the speech in written form, click here.

Discussing challenges to cultural competency

Following the opening session, four parallel sessions addressed different aspects of cultural competency. These included, “Setting & Implementing Cultural Competence Policy in An Organization,” “Cultural Competence in the Public Sphere,” “Coping with Social and Political Tensions in a Multicultural City,” and “Cultural Competence Activities of the Community.” Speakers included the directors of the Bloomfield Science Museum Jerusalem, Museum of Islamic Art, the Tisch Family Zoological Gardens, the ALYN Hospital Pediatric Rehabilitation Center, the Haredi College, community centers from around the city, senior officials in the Municipality, and many, many more.

Setting and implementing cultural competence in organizations

Setting and implementing cultural competence policy in organizations

Even lunch was an exercise in cultural competency. Different foods were labeled with no translation in a range of languages – from Amharic to Russian to Polish and more. Choosing food at the buffet became a funny challenge….

How do you say salmon in Amharic?

After lunch the plenary session discussed major organizations’ efforts to make their services culturally competent. Speakers ranged from the Director of Community Services Administration in the Jerusalem Municipality, the President of Hadassah Academic College, the Director of the Jerusalem Center for Mental Health, and the Commander of the David Precinct of the Israel Police (which includes the all resident quarters of the Old City (Christian Quarter, Muslim Quarter, Armenian Quarter, Jewish Quarter), plus sites such as the Western Wall, the Temple Mount / Haram al-Sharif, Mount Zion and the David’s Tomb complex). The final parallel sessions discussed case studies in cultural competency in different fields – education, health care (This was considered ‘advanced cultural competency’ since indeed our work began in health care some 10 years ago.), arts and culture and community activism toward tolerance.

Our heartfelt thanks go to the Jerusalem Foundation for their partnership and support over these past 10 years. And many congratulations on their 50th anniversary celebrations, of which this conference was a part.

It was the first conference surveying cultural competency in Jerusalem. Will there be another? Stay tuned to find out.

Looking for more? Here’s the video of the entire opening session:

Naomi Roff2017-05-02T07:31:16+00:00June 1st, 2016|Asylum Seekers, Blog, Christians, Cultural Competence, Cultural Competence in Academic Institutions, Cultural Competence in Health Services, Cultural Competence in the Workplace, Ethiopian Jews, Identity Groups and Conflicts, Jewish Religious Denominations, New Immigrants, Palestinians/Arabs, Santé Israël - French internet platform on the Israeli healthcare system, Ultra-Orthodox Jews|

Awareness-Raising Meeting for “Santé Israël” – Increasing French Speakers’ Accessibility to Healthcare

“Santé Israël” began as a web site, translating the Israeli healthcare system into French and making it accessible to French speakers in Israel. But equally important as the information is the community that uses it.

Discussing health under the stars

Since its launch in September 2015, “Santé Israël” has striven to build a community around the web site, with a Facebook page as well as community meetings. On Sunday, May 22, they took the meeting outside, at the Baka’a Community Center.

The meeting targeted at French speakers from all over Jerusalem and it was organized by the JICC, the Jerusalem Municipality – Municipal Absorption Authority and the Immigrant Coordinator of the Baka’a Community Center. Over 30 residents enjoyed the evening, which took place under the stars in the Community Center’s courtyard. The audience heard a lecture by endocrinologist Dr. Asher Corcos from the Clalit Health Services, who spoke about diabetes and how to prevent it. Our own Marie Avigad, Director of the Santé Israël Program, introduced the web site and showed the audience the different aspects of it.

More meetings in different neighborhoods are planned.

Here’s the Facebook post (in French):

Many thanks to the Fondation Pharmadom for their continued support of this program.

Naomi Roff2016-06-12T12:49:00+00:00May 31st, 2016|Blog, Cultural Competence, Cultural Competence in Health Services, Identity Groups and Conflicts, New Immigrants, Santé Israël - French internet platform on the Israeli healthcare system|

First Time Ever! Training for Cultural Competence at a Hospital Chain

As we’ve developed our programs in cultural competence over the years, one of our goals has been to reach a point of being able to build capacity within each organization, so that cultural competence becomes an inherent part of their DNA.

Thus, a few days ago, for the first time ever, we began working with a chain of hospitals and health clinics. On April 11, we began working with the Assuta Medical Center, a network of four hospitals and six medical centers throughout Israel, in the first of three workshops.

First workshop with Assuta

This workshop included 60 facilitators, from all disciplines at Assuta, who will lead cultural competency workshops for all Assuta employees. It is taking place in Assuta’s School of Professionalism, which opened two years ago. After the training these facilitators will hold cultural competency workshops for all of Assuta’s 2,800 employees in the upcoming 6 months.

Congratulations Assuta! We’ll keep you posted on the additional workshops.

Naomi Roff2016-06-12T11:03:41+00:00April 16th, 2016|Blog, Cultural Competence, Cultural Competence in Health Services, Identity Groups and Conflicts|

Santé Israël – Creating Both Real-life and Virtual Community

Santé Israël isn’t just a web site – albeit an incredibly rich, information-laden web site – anymore. It is also creating real-life community. We’ve already rolled out the web site and Facebook page, and the next step is to create a real-life community surrounding the virtual one for French-speaking immigrants – one that will better enable access to Israel’s health care system and improve the community’s health care.

Since the beginning of March we’ve been bringing the electronic information to the people. We began in Bayit Vegan. Sante’s coordinator, Marie Avigad, introduced the web site to a group of 15 – 20 women. The women were very enthusiastic and interested in the web site, for themselves as well as for friends and relatives here, as well as those in France. They asked about different aspects relating to Israeli health care – prescriptions, referrals, hospital and outpatient coverage, payment for ambulance, emergency medicine hubs, medical interpretation, what the site tells about the different HMO’s.

Sante in Har Homa

The hit of the evening – an information sheet about how to prepare for a trip to the doctor, as well as the link to the WAZE social GPS app that is embedded in the site. Thus, a patient can be guided to the nearest clinic / hospital via WAZE, via the site. At the end of the evening, the women asked how to put a shortcut to the site on their cellphone screens so they always have it handy.

Our next stop was Har Homa. There, the evening included not only an introduction to Sante Israel, but also a lecture by nutritionist Yael Sayag-Shofen from the Maccabi HMO, who spoke about the myths of nutrition, or how to promote good health thanks to a truly balanced diet.

Yael Sayag-Shofen, nutritionist

This project has been made possible thanks to the Pharmadom Foundation, which works under the auspices of the Foundation of French Judaism (FSJU) and the Rashi Foundation.

Naomi Roff2018-06-04T04:48:50+00:00March 18th, 2016|Blog, Cultural Competence, Cultural Competence in Health Services, Identity Groups and Conflicts, Jewish Religious Denominations, New Immigrants, Santé Israël - French internet platform on the Israeli healthcare system|

Petition! Santé Israël Website – Example of Helping French-Speakers in Israel in Healthcare

“For years, the Pharmadom Foundation has helped the most vulnerable populations in Israel to seek and support emerging or not covered by government requirements. This is what led us to recently create the Santé Israël (“Health Israel”) website, which has quickly established itself as a valuable tool to help French Olim to navigate the Israeli health system.”

This is what the Pharmadom Foundation said about our Santé Israël website in a recent petition that seeks to enable French-trained pharmacists to practice in Israel without being required to take certification examinations.

Pharmadom petition site

Santé Israël was launched in September 2015, and was developed thanks to a partnership with Pharmadom. Santé Israël is a mobile-friendly website makes Israel’s health care system accessible to French speakers. The site offers comprehensive explanations about Israel’s health care system, which is vastly different from that of France, as well as its four main health funds.

We’re happy to be a prime example of their work. Many wishes for success with the petition!

Many thanks to the Pharmadom Foundation for their ongoing support of the project. The Pharmadom Foundation works under the auspices of the Foundation of French Judaism (FSJU) and the Rashi Foundation.

Naomi Roff2018-06-04T04:48:50+00:00February 18th, 2016|Blog, Cultural Competence, Cultural Competence in Health Services, Cultural Competence in the Workplace, Employment, Identity Groups and Conflicts, New Immigrants, Santé Israël - French internet platform on the Israeli healthcare system|

Healthcare Certification Training: Taking Stock

Over the past few weeks we’ve gotten some great news – that 6 more occupational therapists who took our course passed the Ministry of Health certification exam, and several more were very close. As the results continue to come in, we thought we’d take stock over the past 4 years of the program. We’ve really come a long way:

The program has increased the number of certified Arab paramedical professionals in East Jerusalem exponentially. Since it began in 2012, nearly 70 nurses, occupational therapists, and physical therapists to pass their Israeli certification exams. This includes 37 nurses, 24 occupational therapists and 6 physical therapists. Beforehand, only 1-2 would pass each year in each discipline. It would have taken many years to achieve these results otherwise.
The program has enabled us to more clearly map the situation of different paramedical professions in East Jerusalem, contributing to the knowledge of training in the Jerusalem area. As we developed courses for different disciplines, we have gained an in-depth knowledge of the state of diverse fields in East Jerusalem. This is the first time ever that any type of mapping has been done, and this information is now available for the first time to health care and educational institutions, as well as the Israel Ministry of Health.
The program has raised awareness both among Palestinian institutes of higher education and health care institutions in East Jerusalem as well as Israeli Ministry of Health. When we began the program, there was little compliance and even less awareness about the need and benefits of having staff that have passed the certification exam in their fields. Today, all the major health care institutions in East Jerusalem, Palestinian universities, as well as Ministry of Health, better understand this need. We believe this understanding will lead to an improvement in health care in East Jerusalem.
The program has opened a large window of opportunity for Arab women paramedical professionals to improve economic opportunities. After they pass their certification exams improves their access to employment rights, which includes an increase in pay and employment conditions.
As a result of the program, the JICC has earned a prestigious reputation for offering high-quality courses. Since we began these courses, graduates of the physical therapy and occupational therapy courses have had high rates of success in passing the certification examinations. As a result of this success, graduates, and even expectant graduates, of the different Palestinian universities have requested to register for courses well in advance.
Our reputation proceeds itself in expanding to new disciplines. As a result of the success of graduates of physical and occupational therapy, graduates of other paramedical professions – speech therapists and medical laboratory technicians – have requested we develop courses, which are now in various stages of development. Thus, we have expanded our offerings from two to six (also including physical therapy, speech therapy, medical laboratory technicians and medical Hebrew). We are also in regular contact with the medical faculty of Al-Quds University, ready to assist if needed.

A meeting of the nursing course

We’ve just started a new course for physical therapists, and are developing courses for speech therapists and medical lab technicians. We’ll keep you posted on further updates.

Many thanks to the Jerusalem Foundation and the Hadassah Foundation for their support of this program.

Naomi Roff2016-02-20T08:37:40+00:00February 15th, 2016|Blog, Cultural Competence, Cultural Competence in Health Services, Cultural Competence in the Workplace, Employment, Employment Accessibility, Identity Groups and Conflicts, Palestinians/Arabs, Supporting employment in East Jerusalem|

Training the Trainers in Cultural Competency – Reaching the Peak of Project Development

We’ve been working in Cultural Competency for a long time – 8 years to be exact. Our work has run the gamut of both deep and broad – our work at the ALYN Rehabilitative Hospital in Jerusalem included not only training all personnel in the principles of cultural competency, but also ensuring that signs and forms were translated into a number of languages, as well as enabling medical interpretation in a number of languages. Our work with the Israel Ministry of Health led to the directive that required all health care institutions to become culturally competent. We worked in individual clinics and HMO’s on the national level. We’ve been developing, together with the Bar Ilan University Department of Interpreting and Translation, training films and a training guide to use with the films. The guide was recently completed, which led us to the next natural step – a training the trainers course.

Training the Trainers Class Picture

The course was a 5-session workshop – 40 academic hours – that ran from November 5 – December 3, 2015. It included 15 participants from all over Israel, including 5 Jerusalem representatives – from ALYN, the Jerusalem Center for Mental Health, Hadassah Mount Scopus, Hadassah Ein Kerem and the Hebrew University of Jerusalem. Participants came from a wide variety of fields within the health care system – social work, occupational therapy, nursing, admissions officers, instructors in nursing schools and more. Two participants had already been our students – in medical interpreting courses for professionals in mental health fields.

The course was based on the short movies and the instruction handbook that were produced over the last two years. The course included skills on how to facilitate training workshops, cultural competency workshops that are based on the movies or on case studies that the participants bring with them. The course was such a success that we are already planning the next one – hurry and sign up, before it is full!

Naomi Roff2016-01-01T14:32:24+00:00December 13th, 2015|Asylum Seekers, Blog, Christians, Cultural Competence, Cultural Competence in Academic Institutions, Cultural Competence in Health Services, Cultural Competence in the Workplace, Ethiopian Jews, Identity Groups and Conflicts, Jewish Religious Denominations, New Immigrants, Palestinians/Arabs, Ultra-Orthodox Jews|

Launch of Groundbreaking Healthcare Web Site for the French-Speaking Community

À votre santé! Here’s to your health, in French.

We’re happy to announce the launching of www.sante.org.il, a groundbreaking web site that makes Israel’s health care system accessible to French speakers. The first of its kind in Israel, the site offers comprehensive explanations about Israel’s health care system, which is vastly different from that of France, as well as its four main health funds.

Sante homepage

The Israeli and French health systems are quite different and immigrants (olim) or future Olim are not always prepared. Until Sante Israel, much of the information provided by the authorities and health insurance companies were in Hebrew, English or Russian, and were scattered in various sources, making them inaccessible to large segments of the populations. Sante Israel has grouped them in a sensible manner, translated if necessary and presented them on one site.

The site includes information on medical institutions, medications available, services for different age groups (children, elderly …) and for different situations (pregnancy, chronic illness), payments and co-payments, what is covered and what is not in the various plans, etc. There are also many explanations on the differences between health care in Israel and that in France, such as emergency visits to the doctor, a glossary and explanations on important terms, guides to use existing information tools and links to useful sites. The site also provides a wealth of information for French-speaking health care professionals seeking to make Aliya to Israel, on equivalent degrees, equivalency exams, licensing, etc.

Navigate to nearest hospital through Sante

The site is also fully designed to be mobile-friendly. It is available on both Android and iOS smartphone systems, and has the ability to dial telephone numbers automatically by clicking on them. It also links directly to the Waze navigation app, which can direct the user to the closest hospital or medical center. It will also be linked to a Facebook page, an online chat, forums and an e-mail address, which will enable users to ask questions, receive advice, share experiences, and publish information, creating an active community with the site at the center.

We’d like to thank Pharmadom Foundation for their ongoing support of the project. The Pharmadom Foundation works under the auspices of the Foundation of French Judaism (FSJU) and the Rashi Foundation.

Naomi Roff2018-06-04T04:48:50+00:00September 5th, 2015|Blog, Cultural Competence, Cultural Competence in Health Services, Identity Groups and Conflicts, New Immigrants, Santé Israël - French internet platform on the Israeli healthcare system|

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