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Patient Rights and Responsibilities

As a patient with Willerby & Swanland Surgery you have the right to:

  • considerate, respectful and compassionate care regardless of your age, race,
    gender, religion, national origin, sexual orientation, or any physical or mental

  • see a doctor of the same gender wherever possible, if requested;

  • have a chaperone present during your consultation, if requested;

  • make decisions about your plan of care before and during treatment, when
    medically possible;

  • Make a significant contribution to their own health and well-bein g and take some responsibility for it

  • refuse a recommended treatment to the extent permitted by law and to be informed of the medical consequences of your refusal;

  • receive a second opinion concerning the proposed procedure, if requested;

  • make healthcare decisions in advance – if you provide us with a copy of your
    advance directive, we will respect your wishes to the extent permitted by law;

  • decline or withdraw from at any time, any research study you are asked to
    participate in related to your illness. Your refusal to participate will not affect your medical care;

  • have your medical records treated with full regard to confidentially

  • have any complaint you make investigated and dealt with efficiently and know the outcome

  • seek assistance from a patient representative (e.g. Patient Advice and Liaison Service or Independent Complaints Advocacy Service) to resolve complaints or grievances regarding your treatment and request a review if your concern is not resolved to your satisfaction.

  • be fully informed if any part of the consultation is being used for training purposes and be given the opportunity to agree or refuse prior to the start of the consultation;

As a patient with Willerby & Swanland Surgery you also have the responsibility to:

  • provide all necessary personal information including your full name, address, home and/or mobile telephone number and date of birth and to keep this information up-to-date

  • provide complete and accurate information about your health;

  • ask questions when you do not understand what your doctor or other member of your healthcare team tells you about your diagnosis or treatment and work with them on your care plan;

  • inform your doctor if you anticipate problems in following prescribed treatment or if you are considering alternative therapies;

  • respect the doctor’s right to have a chaperone present for any examination or
    procedure if it is considered appropriate;

  • treat staff, other patients and visitors with courtesy and respect;

  • abide by the facility’s rules and regulations;

  • be on time for your appointments, and notify us as soon as possible if you cannot keep your appointments. If you arrive more than ten minutes late for your appointment, you may be asked to re-book.

  • be mindful that there may be occasions when you or another patient will need a longer consultation. Sometimes this will delay your consultation. Please take this into account when you are waiting, because you may need a longer consultation at some time.

  • be considerate of noise levels, privacy and safety

  • comply with policies to ensure the rights and comfort of all patients including compliance with the NO SMOKING policy.


Zero Tolerance Policy
Willerby & Swanland Surgery operates a Zero-Tolerance Policy with regards to violent, aggressive or abusive patients, friends or family members. Any patient, friend or family member who is violent, aggressive or abusive towards a member of staff may be removed from the Practice list (in the case of patients) and the Police may be informed.


Confidentiality Policy
The Practice is registered under the Data Protection Act and takes its responsibility to protect confidential information seriously. All members of staff have been fully trained with regards to data handling procedures which enable us to appropriately maintain the confidentiality of your personal information and medical records.


Data Protection Policy
Under Data Protection legislation, patients have the right to access their medical records. This is made available to all our patients who sign up to online access. If you would like to view your medical records at the surgery, please make a written request to the Practice Manager who can arrange a supervised viewing. If you wish to obtain copies of some or all of your medical records, a request must be submitted in writing.

For more detail on privacy/GDPR etc please view the Data and Us section

Moving out of the practice boundary

Most, though not all, of Willerby is within our practice boundary, as is Kirk Ella, West Ella and Swanland.

For a full list of the streets within the boundary please check the boundary map - or ask our reception team.

We are not able to accept new patients whose address is outside the boundary - nor retain patients who move to an address outside our practice boundary. Patients (including those in a residential home) who have been with the practice prior to the current boundary establishment may be able to remain registered with us unless and until they move home. If their new address remains outside the boundary area then those patients will need to register with another local practice.

If our practice list becomes full to the extent where we are unable to register patients local to us we may need to de-register historical out-of-area patients even where they have not moved address. This is important to ensure equitable access to local people to their nearest surgery.

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