When a medical emergency strikes, speed of treatment is critical, and where you go for care matters.
Opened in August 2014, Complete Care Southlake offers full-scale emergency services in a state-regulated, freestanding facility. Designed to deliver prompt, comprehensive care without the long wait times often experienced in traditional hospital ERs, it provides patients with a convenient, hospital-grade alternative.
The facility is open 24/7 and staffed around the clock by emergency trained physicians, experienced nurses and dedicated support staff. They are equipped to handle everything from routine illnesses and injuries to critical, life-threatening conditions like heart attacks, strokes and acute respiratory distress.
Unlike standard urgent care clinics, Complete Care offers full emergency room capabilities, including a CT scanner; X-ray, ultrasound and EKG machines; a full laboratory; and a pharmacy. The care is also delivered in private treatment rooms.
What can patients expect from their visit?
For patients with non-life-threatening concerns, the process is designed to move quickly from check-in to treatment.
One of the biggest misconceptions about freestanding emergency rooms is that patients will be hit with unexpected, large bills after their visit. Complete Care Southlake addresses this concern directly through upfront billing transparency. After reviewing insurance benefits, staff members discuss each patient's estimated financial responsibility as early in the treatment process as safely possible. This allows people to make informed decisions regarding their care and associated out of pocket expenses.
As a freestanding emergency room, Complete Care has the flexibility to coordinate care based on each patient's needs. Because it is not tied to a single hospital system, the team can work with a network of hospitals and specialists throughout the area to help patients receive the most appropriate follow-up care.
“We’re fortunate in that we have good relationships with local hospitals. For example, if we have a pediatric patient, we can get them to Cook Children’s or Texas Children’s in Dallas very quickly,” Medical Director Dr. Jeffrey Peebles said. “We’re agile as far as how we do dispositions. We’re not affiliated with one hospital system, and that really allows for flexibility.”
One patient who stands out to Dr. Peebles was a young boy who had been feeling increasingly ill for months. After evaluating him, the team diagnosed him with Type 1 Diabetes and coordinated the specialized care he needed. Since then, he has returned to Complete Care for other medical needs.
"It means a lot when I get to diagnose things like that and help someone in the community," Dr. Peebles said.
How does Complete Care involve patients in their treatment?
While some emergencies require immediate intervention, many medical concerns allow physicians to walk patients through their options before deciding on a course of treatment.
Depending on a patient's condition, that may include discussing different diagnostic tests, imaging options or treatment plans. Involving patients in those conversations helps them better understand and feel more confident in their care.
But patient relationships don't end when patients leave the facility. About three days after each visit, the staff calls patients to check on their recovery, answer questions and make sure they have the resources they need.
Where should patients seek emergency care?
When families are deciding where to seek emergency care, having local, trusted providers makes a significant difference.
For Dr. Peebles, caring for patients extends beyond practicing emergency medicine. Having lived in Southlake since 1996 and helped open Complete Care Southlake in 2014, many of the people who come through the doors are neighbors, friends and familiar faces.
Many other Complete Care team members live in Southlake and the surrounding communities, combining years of emergency medicine experience with a deep understanding of the people they serve.
That same compassionate care extends beyond local families, frequently accommodating visitors traveling through the nearby DFW Airport.
This high level of care was recognized when the team received the Pinnacle of Excellence Award from Press Ganey for delivering an exceptional patient experience. This award is given annually to the top three emergency departments across the country that achieved the highest patient satisfaction ratings over a three year period.
What does Complete Care hope patients remember?
Dr. Peebles said he hopes patients remember how they were treated when they leave the center.
"I hope they remember that we care," he said. "It's like we're treating family a lot of times."
From transparent billing and hospital-level emergency services to follow-up phone calls after each visit, Complete Care Southlake strives to provide an experience that combines advanced emergency medicine with compassionate, community-centered care.
Click here to learn more about Complete Care Southlake and their services today.
The above story was produced by Senior Multi-Platform Journalist Sydney Heller with Community Impact's Storytelling team with information solely provided by the local business as part of their "sponsored content" purchase through our advertising team.