Complete Care is recognized as a leader in patient experience within the healthcare industry, reflecting best practices in delivering high-quality, patient-centered emergency care across multiple locations.
Southlake, TX — January, 2026
Complete Care has been named a 2025 Human Experience (HX) Guardian of Excellence Award® winner by Press Ganey, the global leader in healthcare experience solutions and services. This recognition is part of Press Ganey’s annual ranking of the top health systems and hospitals in the country, based on performance in patient experience.
As a recipient of the Press Ganey HX Guardian of Excellence Award®, Complete Care ranks among the top 5 percent of healthcare providers nationwide in delivering patient experience over the past year. This recognition reflects consistent performance across multiple locations, including:
- The Emergency Clinic Alamo Heights
- Tyler Complete Care
- The Emergency Clinic La Vernia
- Vik Complete Care Westlake
- The Emergency Clinic by the Pearl
- Complete Emergency Care Culebra Road
- Fossil Creek Complete Care
In addition, select locations were honored with Press Ganey’s highest distinction, the Pinnacle of Excellence Award, recognizing sustained top performance over a three-year period. In 2025, Press Ganey only allowed the top three performing emergency care providers in the nation to qualify for this ultimate achievement. Complete Care was honored to attain the “best-in-class” recognition at two locations:
- Tyler Complete Care
- Complete Care Southlake
Press Ganey works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience, ultimately improving the safety, quality, and experience of care. These awards are based on patient experience survey data and reflect performance in key areas such as likelihood to recommend, communication, and overall care experience, with Guardian of Excellence recipients achieving results in the 95th percentile or higher and Pinnacle recipients demonstrating sustained excellence over time.
“This recognition reflects Complete Care’s relentless pursuit of excellence,” said Rob Morris, CEO. “Across our organization, our teams are deeply committed to delivering a consistent, high-quality patient experience at every location we serve. Earning this distinction across multiple facilities speaks to the culture we’ve built, one that prioritizes compassion, accountability, and continuous improvement in every patient interaction.”
Press Ganey Award Criteria and What They Represent
Guardian of Excellence Award
The Guardian of Excellence Award recognizes healthcare organizations that achieve top 5 percent performance nationally in patient experience over a one-year period.
More specifically, based on Press Ganey’s official criteria:
- Facilities must achieve at or above the 95th percentile in their peer group
- Performance must be sustained across all four quarters of the year
- Rankings are based on patient experience survey measures, including:
- Likelihood to recommend
- Overall rating of care
- Teamwork and coordination of care
Additionally, organizations must:
- Meet minimum survey response thresholds
- Be continuously measuring patient experience throughout the year
- Be benchmarked against comparable facilities in the Press Ganey national database
What this means:
This award is not based on a single moment in time. It reflects consistent, quarter-over-quarter performance at an elite national level, making it a strong indicator of operational discipline and day-to-day patient experience excellence.
Pinnacle of Excellence Award
The Pinnacle of Excellence Award is Press Ganey’s highest recognition, awarded to the top-performing organizations in each peer group based on sustained excellence.
According to official criteria:
- Only the top 3 performing facilities in each peer group are recognized
- Rankings are based on average performance over a three-year period
- Evaluation is derived from the same core patient experience survey measures, including:
- Likelihood to recommend
- Overall rating
- Care team coordination
What this means:
This is a long-term performance award, not a short-term achievement. It signals that a facility is not just performing well, but is sustaining top-tier patient experience results over time, placing it among the very best in the country.
Why this matters
Press Ganey awards are entirely data-driven, based on millions of patient encounters and standardized national benchmarks.
For Complete Care:
- Guardian of Excellence locations demonstrate consistent, high-level performance year over year
- Pinnacle of Excellence locations represent sustained leadership and long-term operational excellence
Together, these recognitions reinforce Complete Care’s position as a leading provider of patient-centered emergency care.
About Press Ganey:
Press Ganey, the leader in experience measurement, analytics, and advisory services for health systems and health plans, provides the industry’s most comprehensive Human Experience (HX) platform, using AI-powered insights to turn feedback into actionable data.
About Complete Care:
Complete Care is a network of freestanding emergency and urgent care centers providing 24-hour services across Texas and Colorado. With a commitment to delivering rapid access to safe, affordable, and compassionate care, the company combines the clinical capabilities of a hospital emergency department with the convenience and service patients deserve.
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