Letters & Commendations
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March 2020 Patient Letters
March 4, 2020–The following are excerpts from a few of the many recent letters, phone calls, and emails that we’ve received from grateful patients and family members. Together, they reflect the outstanding work done each and every day by VNSNY’s entire frontline staff. Bronx—A Bronx patient wrote to express her thanks for “the wonderful and compassionate care I received from several nurses and physical therapists after my knee surgery in mid-December”—noting, “it was so smoothly arranged by VNSNY that the nurse and PT came to my home almost immediately and were incredibly kind and helpful.” The patient added, “I particularly want to thank my main physical therapist, Andrea Schloss. She was absolutely fantastic in giving me exercises and really working with me for a long time each session to get me to do as much as I could. She was also very kind and compassionate. I truly value her help in my recovery,
March 2020 CHOICE Commendations
March 4, 2020–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the numerous compliments we receive each week from members thanking CHOICE staff for a job well done. A CHOICE member phoned to thank Member Services Representatives Shanika Williams and Stanley Maldonado for a job well done while taking her call. “They both were very informative, kind and patient,” she said. “Their positive energy woke me up!” Shanika also received commendations from another CHOICE MLTC member who stated that she “was absolutely wonderful and did an excellent job with assisting me with in getting a prescription for a power lift recliner!” Member Services Representative Michelle Coley, who works on the CHOICE ICS Implementation team, was praised by a CHOICE member for the assistance she provided to him. Member Services Representative Nadya Fedorova was complimented by a newly enrolled CHOICE member for “taking the taking
December 2019 Patient Letters
December 11, 2019–The following are excerpts from a few of the many recent letters, phone calls, and emails that we’ve received from grateful patients and family members. Together, they reflect the outstanding work done each and every day by VNSNY’s entire frontline staff. Bronx—The mother of a patient with progressive multiple sclerosis sent the following email: “My daughter is currently bedbound and needs a catheter to drain her bladder. During the years that we have utilized VNSNY to help my daughter, we have been fortunate to have the services of nurse Donna Marku. Donna handles this task with great care, reducing discomfort while doing it as expediently as possible. We are totally impressed with her professional acumen. It is to the credit of your organization that you have an employee such as Donna who exemplifies the high standards of the Visiting Nurse Service of New York.” A grateful patient sent in a
December 2019 CHOICE Commendations
December 11, 2019–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the numerous compliments we receive each week from members thanking CHOICE staff for a job well done. The family caregiver for a CHOICE member praised Member Experience Representative Luisa Pacheco forassisting her with bills, transportation and communicating with the member’s doctor. “Luisa is very sweet and has been so helpful,” she said. The wife of CHOICE member also called to state that Luisa “is the best.” The wife added, “I’m so grateful for Luisa’s pleasant attitude, patience and caring.” Two plan members contacted CHOICE separately to thank Member Services Representative Nadya Fedorova for helping them obtain needed durable medical equipment. “I’m very happy with Nadya’s work,” one of the members reported. The home health aide assisting a CHOICE member called to express her appreciation for the support of Member Experience Representative Stephanie Perez and Member
September 2019 Patient Letters
September 11, 2019–The following are excerpts from a few of the many recent letters, phone calls, and emails that we’ve received from grateful patients and family members. Together, they reflect the outstanding work done each and every day by VNSNY’s entire frontline staff. Bronx–A client of VNSNY’s Bronx Nurse-Family Partnership (NFP) sent this note of gratitude to her NFP nurse, Johanna Goepel: “Johanna, thank you for supporting us on the first two years(!) of our parenting journey. We are two people doing it mainly on our own. Your support and advice has been more helpful than you know—especially when we feel overwhelmed. You’ve given us a great start. You are helping so many new parents find their footing.” Brooklyn—A Brooklyn Home Care patient wrote, “My nurse, Milada Khurshudyan, is wonderful, and I’m very thankful to her. Thanks, too, to VNSNY for helping me!” “This letter is to commend physical therapist Roger
September 2019 CHOICE Commendations
September 11, 2019–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the numerous compliments we receive each week from members thanking CHOICE staff for a job well done. The daughter of a CHOICE member sent this note praising the care provided by Member Experience Representative Elizabeth Accolla: “I am writing to express my sincere appreciation and gratitude for the selfless service and undying support that has been displayed by Elizabeth. I am the assigned health proxy for my mother, who was diagnosed with early dementia over two years ago along with other health issues. Since the beginning, Elizabeth has displayed the patience of an angel and showed genuine concern by helping me understand all of the available services for my mother. She has exhibited professionalism in her follow-up and conducted the necessary due diligence to ensure that my mother received the appropriate care.
June 2019 Patient Letters
June 12, 2019–The following are excerpts from a few of the many recent letters, phone calls, and emails that we’ve received from grateful patients and family members. Together, they reflect the outstanding work done each and every day by VNSNY’s entire frontline staff. Brooklyn—The father of a Brooklyn patient called to offer praise for nurse Michelle Braithwaite, stating that Michelle is “a very special human being” and “incredible.” Manhattan—A Manhattan resident wrote the following note praising physical therapist Vanessa Alland: “From the moment she entered my rehabilitation world, she was professional and caring, informative and compassionate. Her unique way of educating me, along with the physical therapy, was outstanding. I learned so much from her. She is more than just a physical therapist, she is a masterful educator.” She added, “I always think that whatever field one chooses to be in, it’s really about the person behind the job that makes all
June 2019 CHOICE Commendations
June 12, 2019–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the numerous compliments we receive each week from members thanking CHOICE staff for a job well done. A CHOICE MLTC member phoned to commend Member Services Representative Jessica Polanco for providing her with “A+” service. “She is a people person and deserves to be recognized,” she said. A CHOICE MLTC member called to thank Member Services Representative Christine Odom for her professionalism, kindness, and patience while assisting her with an issue, adding that she was happy with the customer service CHOICE representatives were able to provide. The daughter of a CHOICE MLTC member called to express her gratitude for the service of Member Experience Representative Deserae Getter, who was able to follow up and resolve her mother’s supply issues. “Deserae was great,” and “went over and beyond” in assisting her, she said. Member Experience Representative
March 2019 CHOICE Commendations
March 13, 2019–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the numerous compliments we receive each week from members thanking CHOICE staff for a job well done. A home health aide who cares for a VNSNY CHOICE member praised the support provided to her and the plan member by Member Services Representative Ronique Blash. “Ronique is very efficient and willing to help,” she noted. The son of a CHOICE member phoned to say that Member Services Representative Lorraine Flores was “exemplary and fantastic and compassionate.” He added, “Lorraine took the time to explain the situation and walked me through the process. She was insightful and helpful!” The daughter of another CHOICE MLTC member also thanked Lorraine for her help in obtaining a hospital bed for her mother, stating that she was “very helpful, and patient” in resolving the issue. The wife of a CHOICE