ISRAEL | Challenges and Goals in Providing Services for Older Persons - Lessons Learned from the Investigation of Complaints

On 8 February 2023, the Office of the Ombudsman, within the Office of the State Comptroller and Ombudsman, hosted a peer learning event to mark the publication of its special report on the challenges and goals in providing services for older persons.

The special report, which was presented to the Knesset (Israeli parliament) on 7 February 2023, focuses on older persons as receivers of service from the state authorities and on how they experience receiving the service. It highlights the barriers facing older persons when receiving services from public bodies. It also makes recommendations for service providers in these bodies in general, and for complaint handlers in particular, as to how to tailor the service that they provide to the needs of older persons. In addition, it includes a chapter that addresses the investigation of complaints of older persons by ombudsman institutions around the world, based on the findings of the survey conducted by the Office of the Ombudsman among the international ombuds community.

The peer learning event was attended by the staff of the Office of the Ombudsman, and by ombudspersons and representatives from different public bodies. The event was opened with the welcoming address of the Ombudsman, Mr. Matanyahu Englman. The main points of the report were then presented by Dr. Esther Ben-Haim, Head of the Office of the Ombudsman. This was followed by a panel of experts in the field of older persons, which was moderated by Ms. Ronit Zandberg, Vice-Head of the Office of the Ombudsman. The panel comprised representatives from Joint-Eshel (a center for social research and development), the National Insurance Institute, the National Digital Agency and the Ministry for Social Equality, and discussed the different ways that government bodies make their services accessible and tailor them to the needs of older persons.  

Click here for a promotional video about the special report.

A full translation of the special report in English will be available soon.   

Source: The Office of the State Comptroller and Ombudsman of Israel