Quality + Safety at Overlake Medical Center
Ensuring patient safety and delivering quality care are top priorities at Overlake. Achieving best practices that result in optimal outcomes for our patients is our overriding goal. Thanks to our continued focus on improving patient safety, we received a number of quality and safety awards including:
- Healthgrades Gynecologic Surgery Excellence Award™ for Two Years in a Row (2014-2015)
- Healthgrades Stroke Care Excellence Award™ in 2016
- Healthgrades Joint Replacement Excellence Award™ in 2016
- Healthgrades Five-Star Recipient for Overall Bariatric Surgery in 2015
Read more about our recent awards. Further, Overlake received the 2013 HealthGrades Patient Safety Excellence Award, marking the sixth consecutive year Overlake has been recognized for excellence in patient safety.
We've also received national recognition for the outstanding work we've done to eliminate ventilator-associated pneumonia and central line bloodstream infections in Critical Care. We were one of the first hospitals in the country to form Rapid Response Teams to respond at the first sign of a patient’s condition worsening. We are part of a coalition involved in the Institute for Healthcare Improvement's "100K Lives" campaign. This national campaign is a ground breaking effort. It gives hospitals concrete, evidence-based clinical practices and methods to help improve patient outcomes and save lives.
Overlake Medical Center received two distinguished awards from both the American Heart Association/American Stroke Association’s Get With The Guidelines®-Stroke Gold Plus Quality Achievement Award and a Hospital Safety ScoreSM ‘A’ rating by The Leapfrog Group. The award from the American Heart Association recognizes Overlake’s commitment and success in implementing excellent care for stroke patients while the Hospital Safety ScoreSM ‘A’ letter grade by The Leapfrog Group reflects how safe Overlake is for patients.
We want to provide you with the best care - compassionate, sophisticated, proactive and safe. To prepare for your hospital stay, please take a moment to learn about important patient safety guidelines.
Washington State Hospital Association
How to Choose a Hospital
If you need surgery, are having a baby or need any other kind of care in a hospital setting, your physician is a tremendous resource. He or she can make recommendations based on first-hand experience.
Other criteria may influence your hospital choice:
- Is the hospital close to your home or work? This is especially important if you are expecting a baby or anticipate multiple trips for services such as cancer care. Having care conveniently located can save valuable time and energy. In an emergency when minutes count, it can even save your life.
- Have family, friends and/or co-workers had good experiences in the past?
- Does the hospital have favorable satisfaction ratings? This is a good predictor of your experience.
- What percentage of surgery patients require a repeated procedure because of infection or other complication?
- How does the hospital's infection rates compare to other hospitals in the state and/or region? The Washington State Department of Health posts data online to help you compare and research infection rates. Read more about the Healthcare Associated Infections Program.
- There is a Federal government website, Hospital Compare, which offers comparative information about hospitals for specific quality benchmarks. Also, the Joint Commission publishes reports for consumers.
- Leapfrog is a consumer site that shows what steps hospitals are taking to reduce preventable medical mistakes.
We collect data in order to measure how well we are doing at providing safe, quality care. This data was developed by regulatory agencies, such as Medicare, in a national effort to ensure all patients receive safe and effective care.
The data measures care practices, supported by research, shown to produce the best health results for patients. Overlake constantly strives to ensure these practices are provided to patients.
Our various data graphs shows Overlake's monthly performance compared to national and state averages.
We also invite you to view Overlake's Hospital Quality Rankings available to the public on the Washington State Hospital Association website.
Overlake Nursing Recruitment and Retention - Our Commitment to Safe Staffing
Overlake's nursing recruitment and retention data demonstrate our commitment to attracting and retaining the most experienced, skilled and caring nurses in the region.
Providing our patients and visitors with an experience that exceeds their expectations is important to us. We expect to give you an experience that's a 10 on a scale of zero to 10 (with zero being the worst and 10 being the best). The only way we can improve and do better is based on patient feedback.
How We Measure Satisfaction
All hospitals in the country are required to measure patient satisfaction in the same way. The benefit of using a standard process is that health care consumers are able to compare hospitals. Comparison data for patient satisfaction is one element to consider when selecting a hospital provider.
- Over 5,000 Overlake patients are asked annually to rate their experience with the facility, competency and skill of physicians and nurses, responsiveness of hospital staff and overall satisfaction.
- Teams at Overlake regularly review survey results to identify where we are doing well and where we have opportunity for improvement.
Overlake performs above the state and national average for patient satisfaction with pain control, providing discharge information about recovery at home, and the percentage of patients that report they would recommend Overlake to friends and family. Additionally Overlake has the highest patient satisfaction in the state and is in the top percentile in the nation for the way our physicians communicate with their patients.
Read more about our scores and compare them to other local hospitals.
Our Patient Safety Goals
There are many things you can do as a patient to partner with your caregivers. We also have nine specific hospital-wide goals for improving how we care for you.
- Rapid response teams
The bedside nurse can call on a multi-disciplinary team made up of clinical experts to assess any patient who may need additional help.
- Care for heart attack victims
If you are hospitalized with an acute myocardial infarction (heart attack), a nationally recommended, comprehensive treatment plan is in place to help reduce your risks.
- Care for patients with pneumonia
We provide a care plan that includes nationally recognized treatment recommendations.
- Prevention of central line-associated infections and ventilator-associated pneumonia
To prevent infection at catheter sites and for patients at risk for pneumonia on ventilators, Overlake has put nationally recognized standardized practices in place to reduce these risks (To see Overlake's hospital infection rates and the rates of all other hospitals in the state, visit the Health Care Associated Infections Program Hospital Performance Data Web site).
- Prevention of surgical site infection
Any significant wound is vulnerable for infection. Nationally recommended practices for infection prevention are in place, which includes antibiotics and warmning blankets.
- Care for patients with congestive heart failure
We provide recognized treatment protocols with an emphasis on education about medications, nutrition and activity at home.
- Reduce patient falls
We work continuously to educate patients and families on fall prevention and have put many initiatives in place to reduce the risk of a fall during your hospitalization. Anytime you are hospitalized you could be at risk due to illness or medication. We encourage you to always call your nurse for help.
- Prevention of adverse drug events
The Pharmacy Department at Overlake is continually monitoring and refining systems to prevent medication errors and adverse drug reactions.
We utilize best practices, which includes washing with soap and water and using hand gel sanitizers. Sanitizer dispensers are located throughout the hospital. Please remind your visitors to clean their hands before and after visiting.
What Our Patients Say
It's an honor to care for you and your loved ones. Compliments like these let us know we've lived up to our commitment to provide compassionate, world-class care.
- "I wanted to write and thank you for the kind, compassionate and wonderful care that I received recently when I needed to visit your Emergency Room. The hospital was peaceful and quiet when I arrived, so I assumed that it had been a quiet night. I asked the admitting nurse if this was the case and she told me that it had been one of their busier nights. I was so impressed by the calm and quiet atmosphere and the professionalism of the staff." Letter to the Emergency Department
- "I never got the chance to come back and thank you for all the care you gave to my father during his time there. It's hard to believe it has been almost a year... We really appreciated all your work and help to get him (and us) through such a difficult and uncertain experience." Letter to the staff of West 4, the Orthopedic Surgery Unit
- "Six months after we moved to Issaquah, I had a major, life-threatening flare up of my autoimmune disease. We were especially impressed with the (Overlake) ICU staff. For five weeks, they supported me, my husband and our children. This extraordinary level of patient care was truly lifesaving to me." Letter to the Department of Health
- "From the moment I entered the (Overlake) cancer unit, I was made to feel like I was their only patient. The atmosphere that surrounded me made a difficult treatment regimen pass quickly, leaving me with memories of wonderful care." Letter to the Department of Health
- "Overlake saved my husband's life. As a woman in her early thirties whose husband was in sudden critical condition, I also needed a lot of support. I received that from so many people at Overlake. I have no family here, but that's not how I felt. I felt I was being cared for by family." Letter to the Department of Health