What do Zurich and Geneva expect of patient experience?

Geneva's law gives patients the right to clear information, a written summary on request, freely given, informed consent and access to their record, and Zurich gives every patient a copy of their record and asks institutions to secure patient rights. The clinics patients recommend meet those rules and answer every enquiry quickly, in the patient's own language.

The rights the law sets

In Geneva, a patient has the right to clear and appropriate information on their health, the possible treatments with their benefits and risks, and prevention, and may ask for a written summary. On admission to a health institution they receive written information on their rights, and a professional must tell them when basic insurance will not reimburse a treatment.¹ No care may be given without the freely given, informed consent of a patient capable of judgement, who may withdraw it at any time, and a patient may see their record, have it explained and receive copies, in principle at no charge.¹

In Zurich, patients are entitled to a copy of their record, practice must be careful, independent and focused on the patient's interests, and advertising must be objective and not misleading.² The Gesundheitsdirektion asks institutions to secure patient rights and data protection, keep records accessible to patients, and make premises accessible to wheelchair users.³ Federal law adds the duty to respect patients' rights for every doctor practising on their own responsibility.⁴

From compliant to world class

1. Answer in the patient's language. German, French, English or the language they wrote in, approved by your team.
2. Show the price first. The fee and the cancellation policy before the patient commits, and say when insurance will not pay.
3. Record consent properly. At booking for recording, and in the signed note for treatment.
4. Write it down for them. Offer the written summary Geneva's law allows the patient to ask for.
5. Make the record easy to get. A copy on request, the same day, logged.
6. Measure response times. Track how fast enquiries are answered, and review the figure every week.

1. Languages offered ______
2. Price and policy shown before booking ______
3. Insurance cover explained by ______
4. Consent recorded at booking ______ In the note ______
5. Written summary offered ______
6. Record copy requests this month ______ Average time ______

Copy template

Questions

Must a Geneva patient receive information in writing?

On admission to a health institution, yes, written information on their rights, and any patient may ask for a written summary of what they were told.

Can a patient get a copy of their record?

Yes, in both cantons. Geneva says copies are given in principle at no charge, and Zurich gives every patient the right to a copy.

Does a Zurich clinic need to be wheelchair accessible?

The Gesundheitsdirektion asks for premises, including access to the building and the practice, accessible to wheelchair users under the federal disability equality law.

Sources

1. 1République et canton de Genève, SILGENEVE, 2026Loi sur la santé (LS), K 1 03, du 7 avril 2006Read source
2. 2Kanton Zürich, Zürcher Gesetzessammlung, 2026Gesundheitsgesetz (GesG) vom 2. April 2007, LS 810.1, in force from 1 January 2026Read source
3. 3Kanton Zürich, Gesundheitsdirektion, 2024Merkblatt Betriebsbewilligung für ambulante ärztliche Institutionen, September 2024Read source
4. 4Fedlex, Swiss Confederation, 2025Medizinalberufegesetz (MedBG), SR 811.11, consolidated 1 July 2025Read source

Written by the wai team from Cantonal health authorities of Zurich and Geneva guidance, checked on 16 October 2026. This is guidance, not legal advice. Neither the Zurich Gesundheitsdirektion nor Geneva's department of health endorses wai or any software.