Lake Pointe Medical Center, a 112-bed acute care hospital in Rowlett, Texas, has been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program.^SM This distinction acknowledges a strong commitment by Lake Pointe Medical Center to provide “An Outstanding Emergency Department Experience” and “An Outstanding Outpatient Experience.”

“In achieving certification, Lake Pointe Medical Center has demonstrated its commitment to service excellence,” said Kevin Lieb, senior director of provider programs at J.D. Power and Associates. “Only 20 percent of the hospitals in the nation are qualified to achieve this distinction, which places this hospital among an elite group.”

The service excellence distinction was determined by surveying recently discharged patients from Lake Pointe Medical Center about their perceptions of their hospital stay and comparing the results to the national benchmark established by the annual J.D. Power and Associates National Hospital Service Performance Study.^SM

The telephone-based research conducted among Lake Pointe Medical Center patients focuses on the five key drivers of patient satisfaction with their overall inpatient experience. These drivers, which were identified in the national study, are: speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.

Lake Pointe Medical Center exceeds the national benchmark study scores for overall emergency department and outpatient satisfaction and performs particularly well compared with the national study in treating patients in a speedy and efficient manner. The hospital receives notably high ratings among emergency department patients for nurses’ performance of regular duties, and among outpatients for the speed and efficiency of their primary caregiver and the discharge personnel.

The hospital’s emergency department also performs well relative to the national study in the comfort of the experience, particularly the concern for the patient’s well-being and the comfort of the registration and other waiting rooms. Among outpatients, the hospital receives high ratings for the level of emotional support provided.

For both emergency department and outpatient services, nearly three in five Lake Pointe Medical Center patients indicate that they have “more” or “much more” trust and confidence in the hospital after their most recent visit.

“This recognition is a result of the dedication of our employees and medical staff to provide the best possible quality of care and highest level of patient satisfaction,” said Carolyn Jackson, CEO of Lake Pointe Medical Center. “Our employees and medical staff truly do make a difference every day in the lives of their patients, and we are honored to receive this award.”

Nongovernmental, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition for inpatient, emergency department, outpatient, and maternity services. Distinction is valid for one year, after which the hospital may reapply for this recognition. 


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