Looks like a complex system to navigate: http://www.anglo-list.com/general-3/medical-a-healthcare/israel-mental-health-reform
The fact that Israel just privatized their mental health system in 2015 most likely means that professionals who are part of the system are still trying to figure out the new ways to get people help.
The best thing to do is to treat each professional with the respect and consideration we wish our family members would receive from them. Then, if they don't help our family member, we move on without giving any more energy to those who either cannot or will not help.
You are right that your grandson would benefit from services. I hope your family can find these and he can receive treatment in a timely manner. In the US state where I live, many, if not most, of the needed services are simply not available at all, let alone in a timely manner. I hope the situation is better in Israel.