Patients & Families

Patient Information

Your satisfaction is our goal

At Lake Health, we’re serious about your satisfaction. If you have a comment, question or concern, we want to hear it–and resolve it. You can contact us by clicking on the “contact” icon on our home page, or you can call 877-953-6265.

If you have a concern about patient safety or quality of care at Lake Health and you’re not satisfied with how we resolved your concern, you can contact The Joint Commission. Log onto and click on “Report a Patient Safety Event” in the “Action Center” or call 800-994-6610.

What to bring to the hospital

When you come to any Lake Health facility for a surgery, procedure or diagnostic test (CT scan, MRI, cardiac catheterization, etc.), please bring the following:

  • A list of your prescribed and over-the-counter medications, vitamins and supplements such as aspirin, vitamin E, Claritin, Pepcid, calcium or iron. Your list should include the name of the medication, vitamin or supplement; the dosage; how often you take it; and the reason you take it. Don’t forget to include vitamins and supplements because they can interact with prescription medications and influence diagnostic tests, hindering proper care.
  • The name of your primary care physician if you have one. 
  • Any allergies you have to medications or environmental factors.
  • Your insurance information.
  •  Whether you have an advanced directive or living will.
  • The dates of your last flu or pneumonia vaccines.

Our Patient Guide includes information that will help you during your stay, and is a great resource for patients and families. Click on the image below to read the guide: 

Personal items

Although Lake Health takes great care with your belongings, we are not responsible for lost or missing items. We strongly recommend that you do not bring items with significant sentimental or monetary value to the hospital. Eyeglasses, hearing aids and dentures are among the most frequently lost items, so please keep track of these items if you bring them with you. We provide protective containers that you can label with your name; please use these containers and do not wrap eyeglasses, hearing aids or dentures in tissues or place them on your food tray or under your pillow.

If you bring a personal item, we suggest you ask us to hold it for you in a safe within the Security Office. We will give you a receipt for all your items. Just give your receipt to Security to retrieve your items.

For the hearing impaired

A device is available to help hearing-impaired patients or patients who want to communicate with a hearing-impaired visitor. Arrangements can also be made to have a person who uses sign language help a hearing-impaired patient.

Smoking policy

To help protect the health of our patients, visitors and team members, we do not permit smoking within any Lake Health facility. Your doctor can order patches or medication to help you through your hospitalization without cigarettes. If you would like to stop smoking, learn more about our smoking cessation classes by calling the Best of Health Line at 800-454-9800.


We provide color TV sets for every bed at no charge. Please be considerate of other patients by playing TV sets softly and by turning off your set at bedtime. Headphones are available upon request. (TVs are not provided in the Center for Geriatric Psychiatry.)


We provide telephones in each room. You can receive calls between 6 am and 11:30 pm. You can make local calls at any time by dialing 9 for an outside line. Phones are not provided in the Center for Geriatric Psychiatry and the Intensive Care Units (ICU), although they are available upon request in the ICUs. You can make a long-distance call at any time by dialing 9-0 and the number. You cannot charge long-distance calls to your room; you can charge them to a credit card or to your home number.

Your meals

To serve you better, we provide an innovative meal preparation and delivery system called MyDining Hospitality. MyDining Hospitality lets you order what you want, when you want it. You may order your meals to be delivered anytime between 7 am and 6:30 pm, 7 days a week. Most people enjoy breakfast between 7 am and 10 am; lunch between 11 am and 1:30 pm; and dinner between 4:30 pm and 6:30 pm. When you’re settled in your room, you’ll receive a menu and instructions for ordering your meals. Feel free to order a snack for later in the evening.


Newspapers are available free of charge on each unit.

We welcome service animals

In public areas of all Lake Health facilities we welcome guide dogs, signal dogs and other animals trained to perform tasks for a person with a disability. Patients who are admitted cannot bring animals into certain areas, such as the operating room, ICU, labor and delivery, and other such areas. If you have questions, call 440-375-8100 or 440-953-9600 and ask to speak with the nursing supervisor. Patients or visitors with service animals assume responsibility for the care, feeding and sanitary needs of the animal.

Pet therapy program

To help lift patients’ spirits, trained dogs visit patients during certain hours. If you would like a visit from a pet therapy dog, please notify your caregiver. If you prefer not to receive a visit from a therapy dog, please let us know.

Discharge time

Most patients will be discharged by 11 am, although tests or test results could extend your stay. Usually, patients in the Skilled Nursing Rehabilitation Unit at West Medical Center will be discharged by 9 am. Please make arrangements with a family member or friend to drive you home. If the person taking you home does not arrive by the time you’re discharged, you may wait in our discharge lounge.

Medical records

To request your medical records, please contact our Health Information Management department at 440-354-1635. Our Release of Information staff will be happy to assist you with requests for your medical records. We can help you: 

  • Access to your medical records 
  • Obtaining copies of your medical records 
  • Requests to amend your medical records. 

The Release of Information staff is expert in our patients' rights and their medical records. A Release of Information Office is located at all Lake Health facilities.The telephone numbers for the hospital offices are (440)953-6070 West and (440)375-8365 TriPoint. 

How to Request Information

Because forms must contain an original signature, e-mailed forms cannot be accepted. Requests for records will take approximately 10-14 days to process. There is no cost to send copies directly to another health care provider. If copies are for a patient's personal use, photocopying fees may be assessed in accordance to Ohio Revised Code.

To request your medical records, please complete and sign the request of information form. Mail or fax it to:

West Medical Center
36000 Euclid Ave.
Willoughby, OH 44094
Attn: Medical Records
Fax: 440-953-6092                    

TriPoint Medical Center
7590 Auburn Rd.
Concord Twp. OH 44077
Attn: Medical Records
Fax: 440-354-1966

Billing Information

Lake Health will submit bills to your insurance company and do everything possible to process your claim quickly. Make sure you understand the terms of your health insurance coverage. If you don’t have insurance, a representative from the Patient Accounting Department will discuss financial arrangements with you.

For questions about your bill, call the Patient Accounting Department at 440-953-6012 or 440-354-1640. You can send payments to Lake Health, PO Box 714031, Columbus, OH  43271.