What Does an Amazing Consumer Experience Look Like? Check Out These Patient Letters and Member Commendations!
Our VNS Health colleagues continue to prove how resilient, dedicated and, really, how just plain amazing VNS Health team members are! The following are excerpts from a few of the many recent letters, phone calls, and emails we’ve received from grateful patients, members and clients as well as family members that reflect an outstanding consumer experience.
To go straight to the health plan member commendations, click here.
For patient letters by geography, click on the area below:
Bronx
“I couldn’t imagine a better nurse.”
A patient from the Bronx called in to compliment nurse Desiree Gibson, stating that “My VNS Health nurse treated me for five months and provided outstanding care. She was very knowledgeable, dependable, and pleasant. I couldn’t imagine having a better nurse.”
“A wonderful job!”
A Bronx patient called to say that occupational therapist Philip Frese, physical therapist Ruby Echevarre, and nurse Sultana Alibasic “were all very helpful. I enjoyed their company, and they did a wonderful job!”
“Everyone, including my curmudgeonly yet loveable grandfather, felt you were beyond capable, compassionate, and kind.”
The granddaughter of another Bronx patient also posted a thank you on social media to Sultana Alibasic: “Sultana, thank you for the care that you provided to my grandfather and family by extension,” she wrote. “Everyone, including my curmudgeonly yet lovable grandfather, felt you were beyond capable, compassionate, and kind. ‘Sultana. Is. Wonderful!’ I heard a few times during the weeks from my mother. During the height of the pandemic, you were the consummate professional!”
“Very thoughtful.”
The daughter of another Bronx patient expressed how pleased she was with home health aide Claudia Morocho. “Claudia was very thoughtful and great with my father,” she noted.
“She’s the best! I only wish tomorrow wasn’t my last day of service.”
One patient couldn’t say enough about home health aide Donesia Torres. “Donesia was fantastic!” the patient stated. “She had great energy and was upbeat about everything. It was contagious and made me feel upbeat, too. I can’t say enough about her. She’s the best! I only wish tomorrow wasn’t my last day of service.”
“They always communicate … always with a smile and work as team players.”
An official with the Naturally Occurring Retirement Community (NORC) in Co-Op City in the Bronx wrote to praise NORC nurses Nicole Alvarez and Vida Antwi. “They are very knowledgeable, always have updated the information in PeerPlace, follow up on clients, and do home visits when it’s needed,” the official noted. “They know and inform (in a professional way) when they are not allowed to perform any work/service to clients and staff. They always communicate, especially in emergencies, always with a smile and work as team players. They really care about clients and are always available. Also, they inform when they plan to be out of the office in advance. It’s really great working with them, thank you!!”
Brooklyn
”She is an incredible, knowledgeable, and amazing person!”
A relative of a Brooklyn patient sent her compliments for nurse Tanisha Clarke. “She is an incredible, knowledgeable, and amazing person, and is wonderful to work with!” the relative noted.
“He did a wonderful job and I would recommend him!”
A Brooklyn patient called to praise physical therapist Zarif Guirges. “He was very professional and caring,” said the patient. “Zarif did a wonderful job and I would recommend him!”
“Very kind, professional, patient, and great!”
Another Brooklyn patient called to compliment physical therapist Ardali Gunay. “His service is excellent and he is very kind, professional, patient, and great!” the patient stated.
“VNS Health Hospice Care has been so supportive.”
The daughter of a hospice patient called in to compliment the Brooklyn South Hospice Care team, noting, “VNS Health Hospice Care has been so supportive. I am very appreciative.”
“Kindness and compassion.”
“Thank you to social worker Malkah Ilovitz and nurse Michael Chen for the kindness and compassion they showed to my mother,” wrote the child of another Brooklyn hospice patient.
Manhattan
“A big heart!”
“The service provided by home health aide Diana Trejos was excellent,” a Manhattan patient noted. “She assisted me in a human way and I was delighted with her service.” The patient added, “in these times, it is difficult to find people like Diana with a big heart!”
“Warm, experienced, knowledgeable, and kind.”
The wife of a Manhattan hospice patient called to compliment nurse Berkis Oken on her outstanding work. “She is warm, experienced, knowledgeable, and kind,” said the caller.
“Professional and has great communication.”
A patient phoned to say that she enjoyed receiving services from physical therapist Michael Dolton, observing: “He was professional and had great communication. I would refer others for services with VNS Health.”
“She found ways to provide excellent care.”
Home health aide Makinde Aderonke “went above and beyond to assist my mom,” said the daughter of one of our Manhattan-based patients. “Even though Makinde did not speak my mother’s language, she still found ways to communicate with her and provide excellent care.” A second patient also called in to say that Makinde was “a pleasure to work with and very efficient!”
One “Taught me so many skills”… Another was “a rock star…” Compliments all around for five clinician team members!
A VNS Health patient called to leave compliments for a number of the clinician team members who were assigned throughout her case. Physical therapist Brian Finnerty is “amazing and professional, encouraging, kind, motivated, and taught me so many skills!” she said. “He made me feel so good about my recovery and gave many helpful exercises to feel better. He was very devoted, and he wanted me to get stronger. It felt like it was a collaboration and he worked with me and showed me care. I was very inspired and focused to get better and couldn’t have asked for a better physical therapist in the whole city! He was exactly what I needed, and I feel blessed.” The patient added that nurse Conrad Parker “assessed my wound and spoke to the doctor on my behalf. I loved how he handled himself—he’s a rock star! Nurse Lisa Speedalle was also great. I appreciated that she wanted to advocate, and she helped me a lot. Lisa was so protective of me, contacting the doctor on my behalf, and took time to help organize my schedule. Lisa showed how much she cared and that means the world to me!” In addition, nurse Kaiser Mojica was “really cool, and I liked him a lot!” And finally, the patient thanked physical therapist Maria Oliberio for everything she did, especially enjoying laughing together!
“Very helpful and made my day!”
Nurse Millie Moy-Thompson was “very helpful and made my day,” said a Manhattan patient. “She was awesome!”
“Very good and professional.”
A patient’s relative called to say that physical therapist Justin Chilesky was “very good and professional. He did everything needed for assessment.”
“Incredibly helpful and knowledgeable and set me on the right road to recovery.”
A patient sent in a hand-written note to physical therapist Sean Sullivan, to express her thanks to him. “I feel so fortunate that you were assigned to work with me so soon after my total knee replacement,” she wrote. “You were incredibly helpful and knowledgeable and set me on the right road to recovery.”
“Always willing to help with any question we had.”
The daughter of a VNS Health patient wrote in to say how amazing social worker Alexandra Philip was. “Alex was such a great person to work with and was always willing to help with any questions we had,” she noted. “She was on top of my mom’s health needs and everything essential to make my mom feel better from the pain that she was going through. Alex went above and beyond her responsibilities for the patient she was working with.”
“Edwin was excellent… we made sure I was positioned right, made sure I walked around … made sure I knew how to use my walker.”
Another Manhattan patient called to leave a compliment for physical therapist Edwin Damaso. “Edwin was excellent, he made sure I was positioned right, and he made sure I walked around,” said the patient. “We walked my hallway, he made sure I knew how to use my walker, he took me out with the rollator, he gave me preliminary exercises I could do seated or laying down, and he even took me on a walking tour of the outpatient rehab that I would be going to.”
“Excellent, professional care.”
A patient called to say that she received “excellent, professional care” from Dax Lim, physical therapist.
“VNS Health has been superior to all other hospice care.”
The relative of a Manhattan hospice patient called to thank the Lower West Side Hospice Care team, saying, “I’ve had experiences with other hospices, and VNS Health has been superior to all other hospice care. I am extremely thankful for their care.”
Nassau
“A shining example of how nurses should treat their patients.”
Nurse Allison Kenney was “very caring and thorough,” said the wife of a Nassau patient. “She answers all of our questions and shows concern and empathy. She is a shining example of how nurses should treat their patients.”
“We looked forward to her visits… having her as our nurse was a pleasure.”
Another wife of a Nassau patient called to praise nurse Elizabeth Childress. “We had a great experience with nurse Elizabeth Childress,” she said. “She was extremely knowledgeable and very helpful. We looked forward to her visits. Having her as our nurse was a pleasure.”
“She alleviated my fears and I would like to have her visit again!”
A Nassau patient had a great experience with nurse Debbie Starace and called to express this. Debbie “was fantastic and wonderful!” she stated. “She arrived when she said she would, she listened to my lungs and stomach, and she provided something for my blisters. She alleviated my fears and I would like to have her visit again!”
“Very grateful and satisfied with their services.”
A Nassau Home Care patient called to compliment nurse Kerlie Belizaire, occupational therapist Bernadette Timko, speech pathologist Sherri Hughes, and physical therapists Dorothea Whalen, Job Becerra, and Christopher Balducci. “They each provided an excellent service, and I am very grateful and satisfied with their services,” the patient said.
“I wanted to say thank you because she was very helpful.”
“I am very pleased with nurse, Lucinda Matthew who visited me today,” stated another Nassau patient. “I wanted to say thank you because she was very helpful.”
Queens
“Very pleased!”
Nurse Susan Sappleton was “so professional and helpful. I was very pleased with her visit!” a Queens Home Care patient noted.
“I would highly recommend him!”
Another patient from Queens called to say that physical therapist Simon Chan was “very professional,” adding— “I had a wonderful experience with the services and support that Simon provided during each visit, and I would highly recommend him!”
“I am very thankful for the care she showed my family.”
The daughter of a Queens hospice patient called to praise nurse, Myrtha Civil, saying that she was “very knowledgeable, skillful, patient, and kind throughout the entire visit. I am very thankful for her and the care she showed my family.”
“Kelley is a gift, an extraordinary nurse. We cannot stop singing her praises.”
“I have a special place in my heart for nurses, truly the warriors and the most unsung heroes of the healthcare system,” wrote the mother of a Queens patient. “For three decades, my son has endured profound medical disabilities, spending sometimes a month at a time in the hospital. We have had the enormous good fortune to have him receive excellent care and kindness from so many wonderful nurses (and physicians’ assistants and nurse practitioners) in the hospital, in doctors’ offices, and at home. Among all these, VNS Health nurse Kelley Henry stands apart and alone; she is a truly remarkable young woman and a kind, dedicated, brilliant, and tireless healthcare provider and advocate. We cannot sufficiently express our unending gratitude to her. Kelley first started treating my son two months ago. He was depressed, in pain, and feeling defeated. Into our home, three wonderful days a week, Kelley has joyfully breezed, her spirit high, her demeanor warm and caring and always professional, her concern and commitment to helping palpable and wonderful. She is charming, always honest, immensely reliable and dependable, and willing to tackle any difficulties with great hope of finding a solution. She cares so much! My son’s mood has transformed thanks to Kelley’s visits and her amazing skills. Every time she leaves our home, my son and I look at each other and say, ‘I love her. Kelley’s the best.’ Kelley is a gift, an extraordinary nurse. We cannot stop singing her praises.”
“Demonstrates a degree of expertise that goes beyond the norm.”
“I am writing to express my gratitude and to commend Samuel Cabuenas, who was the physical therapist who did the majority of the therapy with me after my total knee replacement surgery,” a patient noted recently. “Sam knows his craft and demonstrates a degree of expertise that goes beyond the norm. He arrives on time and is always highly professional. I was not an easy patient. Sam is firm but understanding; he is persistent and even took the time to ‘train’ my family members to help me do the activities so that they could work with me when Sam was not here. It is obvious that he is a compassionate individual who truly cares about doing the best for the person he is treating. He is always polite. He has a pleasant manner and a pleasing sense of humor. Any progress that I have made, which in hindsight is considerable, is attributed to Sam. Allow me to thank VNS Health and especially Sam Cabuenas!”
Staten Island
“They know their stuff!”
A Staten Island Home Care patient’s wife praised the services of physical therapist Claudia DiStefano and nurse Carol Spano-Cavallino. “They are very professional, kind, and know their stuff,” she said. “It is a pleasure working with them!”
“She was very professional, and she put me at ease.”
“Nurse Natalya Levitsky did a terrific job on the wound on my leg,” said another Staten Island patient. “She was very professional, and she put me at ease. She is a very good nurse!”
“So patient and caring of my mother.”
The daughter of a VNS Health Hospice Care patient called to say that home health aide Birsen Ilnem is “compassionate and professional. She went above and beyond to care for my mother while she was alive. She was so patient and caring of my mother.”
“I cannot say enough good words—Michael was so kind to me and my mother.”
The son of a Staten Island hospice patient phoned to compliment nurse Michael Guglielmelli, saying, “Michael was absolutely wonderful. He came in and did his job, he asked all the questions properly, wrote down the list of medications, explained medications thoroughly, and helped me with a medication chart. I cannot say enough good words—Michael was so kind to me and my mother. He displayed patience and he was wonderful. He went above and beyond.”
“They always offered her the dignity she deserved.”
The daughter of another Staten Island hospice patient wrote, “My family and I appreciate all the kindness these beautiful nurses offered my mom, especially nurse Udana Timberlake and nurse Natalie LoDolce. They always offered her the dignity she deserved, not only because of her age, but because they were aware that she was debilitated but still the person she was originally: a mother, a wife, a grandmother, and a great-grandmother, and a gentle, caring woman.”
And now for the Member Commendations!
Our VNS Health colleagues have demonstrated time and time again the ability to rise to the occasion and deliver an exceptional consumer experience. Here are excerpts from some of the numerous compliments we recently received thanking Health Plan team members for a job well done.
“She embodies the core values of VNS Health—Empathy, Integrity and Agility.”
The child of a VNS Health plan member phoned to commend Contact Center Agent II, Kerri-Ann McLaughlin. “She is extremely patient, helpful, polite, professional, and a pleasure to speak to,” said the caller. “She embodies all of the core values of VNS Health—Empathy, Integrity and Agility. I think it would be wonderful for her to receive the recognition that she deserves for exemplary customer service. I really appreciate Ms. McLaughlin’s patience and assistance this afternoon with my father’s case.”
“Excellent service!”
Another health plan member called with wonderful feedback for the excellent service provided by Contact Center Agent Astrena Franklin.
“Really dedicated to helping my mom through it all!”
The daughter of health plan member called to say how much she appreciates the help of Contact Center Agent Lidia Medina. “She really is dedicated to helping my mom through it all!” the daughter said.
