Lake Pointe Med Center recognized by J.D. Power for maternity services

WESTLAKE VILLAGE, CA — Lake Pointe Medical Center, Rowlett’s 112-bed acute care hospital, has been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program.

The distinction acknowledges a strong commitment by Lake Pointe Medical Center to provide “an outstanding maternity experience,” according to Kevin Lieb, senior director of provider programs at J.D. Power and Associates.

“In earning this distinction, Lake Pointe Medical Center has truly demonstrated its commitment to service excellence,” he said.

“Providing patients with a consistently positive experience is crucial, particularly with the high value placed on the service aspects of their maternity stay.”

The service excellence distinction was determined by surveying recently discharged patients from Lake Pointe about their perceptions of their hospital stay and comparing the results to the national benchmarks established in the annual J.D. Power and Associates National Hospital Service Performance Study, Lieb explained.

The telephone-based research conducted among the medical center’s patients focuses on the five key drivers of patient satisfaction with their overall maternity 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 exceeds the national benchmark study score for overall maternity services satisfaction and performs particularly well, compared with the national study, in providing dignity and respect to patients, said Lieb.

The hospital receives notably high ratings for the respect for patient privacy, courtesy of the nurses and courtesy of the discharge personnel, he added.

The hospital also performs well relative to the national study for providing quick and efficient service, particularly for the promptness of the nurses’ response to call buttons, he said.

Nearly 70 percent of Lake Pointe patients surveyed say they would recommend the hospital to others, while 62 percent say they would return to the facility if needed. Forty percent of patients say they have “much more” trust and confidence in the hospital after their most recent stay, compared with only 18 percent of patients in the benchmark study.

“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, Lake Pointe’s CEO.

“I chose to have my twin daughters here in January because of my confidence in the quality of care delivered at Lake Pointe. Our employees and medical staff 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, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which the hospital may reapply for this recognition.

Pictured above are:

• Debbie Moeller, RN, BSN, Chief Nursing Officer
• Sue Knight, RN
• Pam Willems, Women’s Services Secretary 
• Susan Alexander, PCT
• Julie Milam, RN – Clinical Coordinator
• Whitney Owen, RN
• Dawn Phillips, RNC, BSN – Director of Women’s Services
• Carolyn Jackson, CEO, Lake Pointe Medical Center
• Mayor John Harper, City of Rowlett
• Fran Evans, RNC-OB
• Amy Hammes, RN
• Laura Donham, OBT
• Wendy Board, RN