Overview

Patients + Families

Whether you are a patient at Overlake, or are here visiting a friend or relative, we have many amenities and services to make your visit more comfortable. From our beautiful fish tanks and comfortable family waiting areas to our gift gallery and dining services, you will find Overlake to be a place where the environment adds to the healing process.

For inpatients with serious or chronic illnesses, our palliative care team is available to help with pain and symptom management. In addition to comfort, families and patients also have access to pastoral care to help give you emotional or spiritual support you may need.  

Before visiting Overlake, please read about parking on campus.

Once you arrive, you will be able to find services such as the Walgreens On-site pharmacy at Overlake, where you can fill a prescription or buy a get well card and a quick snack.

See our visitors' guide for details about visiting Overlake. 

Patient and Family Advisory Council (PFAC)

PFAC Members 2016What is a PFAC?

A Patient and Family Advisory Council (PFAC) partners patients and families with members of the healthcare team to provide guidance on how to improve the patient and family experience. As part of this PFAC process, patients and families are invited to serve on hospital committees to ensure the consumer’s point of view, perspective and experience are not only heard, but also integrated into the service and quality improvements that ensure high-quality, customer-centered care. Through their unique perspectives, patient and families give input on issues that impact care, ensuring the next patient or family member’s journey is easier.

Overlake Medical Center’s PFAC:

​Overlake's Patient & Family Advisory Council was launched in 2015 as a Board-mandated initiative. While other hospitals sponsor and run their PFAC program in a variety of ways, PFAC is hosted at Overlake by the Patient Experience Department.

Our program's objectives are threefold:

1. Support "exceptional patient care and a superior patient experience," which to us means encouraging a culture where patient and family  centered care (PFCC) is a solid, dependable foundation in all we do.

2. Facilitate the inclusion of patients and families as central partners of their own care team.

3. Represent and advocate for the patient voice in decisions and future direction of Overlake.

The group works towards these objectives by listening to patient and family needs and by educating employee liaisons on the Council, so they can serve as champions for patient and family centered care enterprise-wide. It also works by integrating our Advisors onto Overlake care and operations committees so the patient voice is present in meetings where planning conversations happen and where decisions are made about the design, delivery and evaluation of health care.

Our PFAC members adhere to the Institute for Patient and Family Centered Care Four Principles:

  • Dignity and Respect. Health care practitioners listen to and honor patient and family perspectives and choices. Patient and family knowledge, values, beliefs, and cultural backgrounds are incorporated into the planning and delivery of care.
  • Information Sharing. Health care practitioners communicate and share complete and unbiased information with patients and families in ways that are affirming and useful. Patients and families receive timely, complete and accurate information in order to effectively participate in care and decision-making.
  • Participation. Patients and families are encouraged and supported in participating in care and decision-making at the level they choose.
  • Collaboration. Patients, families, health care practitioners and leaders collaborate in policy and program development, implementation and evaluation, in health care facility design, and in professional education, as well as in the delivery of care.

     

Ideal Patient Family Advisor (PFA) candidates possess the following attributes:

  • Ability to share insights and information about health care experiences in ways others can learn.
  • See beyond their personal experiences.
  • Show concern for more than one issue or agenda.
  • Listen well.
  • Respect the perspectives of others and share empathy.
  • Speak comfortably in a group with candor.
  • Interact well with people of many different styles and backgrounds.
  • Work in partnership with others for the betterment of Overlake and the Eastside community.

Requirements to become a PFA:

All Overlake Medical Center volunteers are required to complete the required onboarding process prior to beginning their role as a Patient and Family Advisor.

Onboarding includes:

1. Submit online volunteer application

2. Phone interview with Volunteer Resource Specialist

3. Attend in-person interview with Patient Experience

4. Background check and health requirements

5. Attend Volunteer Services Group Orientation

6. Meet with the Program Manager of Patient Experience to begin PFA onboarding

For general questions about Overlake Medical Center’s PFAC, please contact Kylie Lyman, Program Manager of Patient Experience. Kylie.Lyman@overlakehospital.org

For questions about becoming a Patient Family Advisor, please contact Brenda Epstein, Volunteer Resource Specialist. Brenda.Epstein@overlakehospital.org

 

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