Quality is Our Highest Priority

You Can Bet Your Life On it!

With so much attention lately on the financial situation of the hospital, it is important to clarify that this focus on dollars has not distracted us form our main mission of providing a high quality and safe environment.

The Board of Commissioners is charged with insuring that the hospital provides high quality care to all its patients, all the time. It is our highest priority. It is something we take very personally. Everyone associated with the hospital is absolutely committed to this objective. We all envision a system in which those who give care take great pride in their work, and those who receive care are confident in trusting the care they receive. Providing a safe environment with the highest possible quality healthcare is at the very core of our Patients First philosophy. It is deeply embedded in the fabric of this hospital. here are some of the highlights of our emphasis on quality:

First, we work hard to recruit and retain a highly qualified and experienced staff. We are extremely fortunate to have all professional nursing staff (only RN's or LPN's) in all of our departments or services. Few other hospitals can make this statement. All our physicians must be credentialed before they can practice in the hospital and are regularly monitored via a rigorous peer review process.

Second, we maintain an active Quality Program, supported by a Medical director and the equivalent of two full time staff persons. This program follows up on patient feedback, and proactively searches for performance improvement and risk reduction opportunities. For instance, they are currently working to minimize handwritten orders errors by improving penmanship and eliminating misinterpretations from potentially confusing abbreviations.

In addition, our quality program tracks our progress on national Patient Safety Goals and evidence based medicine, comparing our results against other hospitals across the country. Action steps are implemented to remedy situations where gaps exist between our results and "Best Practice'. We are one of very few hospitals having public goals that are published twice each year so the community can clearly see our results.

Third, a major initiative at Whidbey General is continuity of care. As much as possible we try to assign the same care team to each patient. This helps minimize errors that can happen at the hand off as a series of different care providers treat the same person. Additionally, we have recently made provisions to have a full-time hospitalist physician available to care for inpatients. This will assure that the care team has maximum opportunity to work together to provide excellent care. This continuum of care is further supported by a follow up phone call from a nurse shortly after discharge, and the option for continuing services through our outpatient departments or Home Health Care.

Fourth, Whidbey General is at the forefront of hospitals in our determination to establish a "no blame" culture. This culture recognizes that error is not a sin; it is usually caused by system failures. The key to learning and keeping the same error from reoccurring is not "who did it", but rather, "what happened". In this culture we welcome and actively encourage open and honest communications so that we can continually learn and improve.

Finally, Whidbey General is committed to having well informed patients and families playing an active role in treatment decisions. We know that family and patient involvement speeds recovery. If you or a family member utilizes hospital services, please know that all our staff welcomes questions and supports your desire to become involved. Don’t be afraid to ask. No question is unimportant. No caregiver is too busy to stop and talk with you. Some key areas you might want to ask about are:

• Medications
• Expectations and care options
• Comfort items such as the temperature in the room, getting something to eat or even changing to a different bed.
• Concerns that you have regarding your experience. Let us know, so the issue can be resolved.

Also, never lie silent in the face of pain. Always let your care team know if you are in pain. Should you worry about falling, please ask for assistance if you have to get out of bed. You and your family are a critical part of your care team. Become involved, it will speed your recovery.

As with everything, the proof is in the pudding. The main goal of our active quality program is your overall experience with our care delivery system. If you are not satisfied, we have failed, no matter how good your clinical care. We recognize every patient defines quality for themselves, and therefore, we must give you the personalized service you expect. High patient satisfaction is vital to our continuing ability to serve the community in the manner you demand. In this regard we take great pride in the your feedback that averaged 90% satisfaction for in-patient, emergency department and outpatient surgery for all of 2002. But, these excellent results do not cause us to rest. We realize that quality is a never-ending journey that requires our daily focus and dedication. This commitment is why you can always choose Whidbey General with confidence and trust.