Letters & Commendations
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August 2018 CHOICE Commendations
August 23, 2018–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 Brooklynite who is enrolled in a VNSNY CHOICE health plan wrote a letter praising the support he received from his CHOICE Nurse Care Coordinator, Maya Cooks, in dealing with various medical-related issues recently. “She made sure I felt a part of the decision-making process, and answered my questions in terms I could comprehend,” he noted. “I was very impressed with the dignity and respect she extended to my whole family. Nurses like Ms. Cooks are invaluable to our community each and every day. Thank you so much!” Read Maya’s story about why this member encounter went so well. A CHOICE member phoned to thank Member Services Representative Joslene Jno-Lewis for being “absolutely exceptional” in providing assistance on
June/July 2018 CHOICE Commendations
July 10, 2018–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the dozens of calls we receive each week from members thanking CHOICE staff for a job well done. The daughter of a CHOICE MLTC member phoned to express how grateful she was for the work of Member Services Representative Janel Cole, describing Janel as “courteous, expedient, and knowledgeable.” The son of a CHOICE MLTC member thanked Enrollment Coordinator Milagros Lopez for her “empathy and willingness” in assisting his father’s enrollment process. He added that VNSNY is “very lucky” to have an employee like Milagros, who “doesn’t only look to resolve concerns but also feels the desire to truly help people in need.” The daughter of a CHOICE member commended Member Services Representative Jia Luo for being “so warm” and for “making it easy” while correcting an issue concerning her mother’s care. Jia “did not pass
June/July 2018 Patient Letters
July 10, 2018–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 parent of a child who received care from VNSNY Community Mental Health Services wrote a letter praising the work of VNSNY’s Home-Based Crisis Intervention Service. “Your program was key in supporting us in the time period where we were looking for new doctors in a more structured supportive setting,” she wrote. “Your program, which treated my son at our home, allowed me to continue my employment with minimal disruption, and gave me and my son the tools to think we could get through this. Thank you for being there and for this program. All New Yorkers benefit from these services.” Manhattan—The sister of a Manhattan hospice patient wrote a
May 2018 VNSNY CHOICE Staff Commendations
May 30, 2018–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the dozens of calls we receive each week from members thanking CHOICE staff for a job well done. A member of CHOICE SelectHealth expressed his gratitude for the help provided by Member Services Representative Marlin Collado, stating that Marlin “assisted him efficiently and with care.” A CHOICE member phoned in to compliment the work of Member Services Representative Christine Odom. “Christine was very patient and did not rush me,” the member said. “She is very nice. She knows how to help older people, and has a great personality.” The son of another member also praised Christine, adding that he “is very happy with the services my mother has been getting from VNSNY CHOICE.” A CHOICE member’s daughter called to commend Member Services Representative Tatiana Domracheva for her helpfulness in resolving an ongoing issue. “We’re always quick
May 2018 Patient Letters
May 30, 2018–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 patient’s girlfriend phoned to praise occupational therapist Benito Flores for providing her boyfriend with “excellent care” and “going above and beyond the call of duty to meet his needs.” She added, “I’m very grateful.” Brooklyn—“I’m writing to express my appreciation for the wonderful care I received from physical therapist Thobi Sibanda, social worker Shoshana Averbach and nurse Nancy Edwards,” a Brooklyn patient noted. “I will be forever grateful for the care I received from these three exceptional providers. They were all supportive, caring and informative and became an essential part of my well-being and recovery. Thobi, who was my physical therapist and case manager, continually challenged me to do
April 2018 Patient Letters
April 25, 2018–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 recently phoned to request nurse Fatima Shell-Sanchez as his regular caregiver, noting that “she is wonderful,” and “the best nurse.” When told about his comments, Fatima replied, “Thanks—it feels great making a special difference in patients’ lives.” Brooklyn—“I am writing to let you know about my wonderful experience with VNSNY’s Home-Based Crisis Intervention Program,” a Brooklyn resident wrote, referring to the six-week program offered by VNSNY’s Community Mental Health Services (CMHS). “In particular, I’d like to let you know that the counselor assigned to our case, social worker assistant Crystal Cicero, was truly an exceptional professional. Crystal was my daughter’s counselor, mentor and friend. She genuinely cared
April 2018 VNSNY CHOICE Commendations
April 25, 2018–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the dozens of calls we receive each week from members thanking CHOICE staff for a job well done. A CHOICE Member phoned to compliment Member Services Representative Jessica Polanco on Jessica’s “excellent service” in helping her. “She was a pleasure to speak to,” the member added. “I am very grateful, and want to make sure everyone knows what wonderful and great service she provided.” A CHOICE MLTC member called to say that Member Services Representative Eblond Achile provided “exceptional” assistance with an issue the member was having. “Eblond is great with her customer service skills, and courteous,” she noted. A CHOICE member’s wife commended Member Services Representative Joy A. Brown for her “outstanding service.” The spouse explained that the couple had been dealing with several issues regarding supplies. “Joy went above and beyond to see the
March 2018 VNSNY CHOICE Staff Commendations
March 28, 2018–Providing excellent customer service is something we should always strive for. Here are excerpts from some of the dozens of calls we receive each week from members thanking CHOICE staff for a job well done. The daughter of a CHOICE MLTC member called to express how appreciative she was for the assistance of Member Services Representative Lorraine Flores in obtaining supplies for her father. “Lorraine made the process so easy and smooth!” she said. A CHOICE member called to praise the “terrific service” provided by Enrollment Coordinator Jose Polanco. “Jose was very helpful and answered all my questions,” he noted, adding how “very happy” he was to be with VNSNY CHOICE. Another member also phoned to commend Jose for his “knowledge, kindness and empathy.” A CHOICE member’s daughter phoned to say “what a great job” Enrollment Coordinator Milagros Lopez had done in answering her questions. “Milagros was a breath of
March 2018 Patient Letters
March 28, 2018–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. Manhattan— A Manhattan patient sent a letter praising nurses Jennifer “Jenny” Kinder and Marianne Savarese and physical therapists Edwin Damaso and Steve Wong. “Both Jenny and Marianne visited me and helped me on the path to excellent physical therapy,” he wrote. “I would also like to thank Edwin, my five-day physical therapist, who was excellent—methodical and positive—and Steve, my weekend physical therapist, who was engaging and helpful with very good instructions. I hope you will thank everyone on my behalf. Congratulations to all for a well-organized, caring, and very helpful staff and program.” A patient sent an email to the VNSNY website complimenting nurse Stephen Yip, occupational Dina Klein, physical