Letters & Commendations
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January 2019 CHOICE Commendations
January 9, 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 MLTC member sent a letter thanking CHOICE MLTC Care Coordinator Marian Unterman for overseeing her mother’s care during the last seven weeks of her life. “My beloved mother passed in mid-December,” she wrote. “I am trying but failing to capture the right words to describe the service Ms. Unterman provided and what this meant to my mother, me, and the rest of our family. Her service exceeded our greatest expectations. Ms. Unterman treated me and my mother’s care with the utmost respect. She is highly professional and experienced, and provided calm and reassuring support which allowed me to cope and make right decisions during my mother’s final phase of life’s journey. Ms. Unterman always inquired
Going Above and Beyond: January Patient Letters and Member Commendations
January 9, 2019–As part of our regular posting of patient letters and CHOICE commendations on Frontline, we’ve been interviewing some of the VNSNY and CHOICE staff members featured in the letters and commendations to get their insights on the care they provided—care that was so outstanding that it led to a patient, family member, or physician taking the time out of their day to write a letter, an email, or making a phone call to VNSNY to praise the care that was provided. Here below are this month’s two featured letters, one from the daughter of a CHOICE MLTC member, and other from a Manhattan VNSNY Home Care patient. To read all January CHOICE Commendations, click here. To read all January Patient Letters, click here. “An Extraordinary Person” The daughter of a CHOICE MLTC member sent a letter thanking CHOICE MLTC Care Coordinator Marian Unterman for overseeing her mother’s care during the
September/October 2018 Patient Letters
October 26, 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 resident wrote the following note to Rosemary Baughn, Senior Vice President of VNSNY Hospice and Palliative Care: “Enclosed please find a donation to VNSNY Hospice & Palliative Care in honor of Rosalie Galante, RN and in memory of my mom, who died earlier this year. My mom would have celebrated her 92nd birthday today. We could not have been more fortunate than to meet Rosalie, the perfect match for my mom. They shared a strong, commanding presence and got things done with what seemed to be ease but, in fact, took great skill and hard work. They also shared an affection for their Yankees. VNSNY Hospice provided support
September/October 2018 CHOICE Commendations
October 26, 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 VNSNY CHOICE member called to congratulate CHOICE for providing a great member service experience. “I had the pleasure of speaking with Member Experience Representative Alfa Dominguez,” she added. “I’m extremely grateful for Alfa’s kindness and willingness to assist me. I’m a new member to my CHOICE plan, and this was a very positive first-time experience.” Read Alfa’s story about why this member encounter went so well. A CHOICE member contacted VNSNY to offer her “special gratitude” to Member Service Representatives Lorraine Flores, Ian K. Ali and Florisel Reyes for helping her manage her care, adding that they are her “heroes…always willing to assist.” The member also extended special thanks to Member Service Representatives Renee Ashley, Lidia Medina,
How Do They Do It? Staff Tips From the September-October 2018 Patient Letters/CHOICE Commendations
October 26, 2018–As part of this month’s patient letters and CHOICE commendations, we’ve interviewed a few VNSNY and CHOICE staff who are featured in the patient letters and CHOICE commendations to get their insights on the care they provided—care that was so outstanding that it led to a patient, family member, or physician taking the time out of their day to write a letter, an email, or making a phone call to VNSNY to highly praise the care that was provided. Here are the first two featured patient letters; one is from Manhattan, the other from Staten Island: “Very kind, attentive and professional” I would like to commend the wonderful help your nurse, Margarette Lafosse, recently provided me,” wrote a Manhattan patient. “My medical problem was an open wound on the bottom of my right big toe. I am an 82-year-old diabetic, and frequently such wounds do not heal and in fact
How Do They Do It? Staff Tips Featured in Patient Letters/CHOICE Commendations
August 23, 2018–In this month’s patient letters and CHOICE commendations, we’re introducing a new feature. We’ve interviewed a few VNSNY and CHOICE staff who are featured in the patient letters and CHOICE commendations to get their insights on the care they provided—care that was so outstanding that it led to a patient, family member, or physician taking the time out of their day to write a letter, an email, or making a phone call to VNSNY to highly praise the care that was provided. Here are the first two featured patient letters; one is from Manhattan, the other from Nassau: “He picked up on my anxiety and welcomed my questions and concerns” A Manhattan patient emailed her appreciation for the care provided by physical therapist Richard Brooks. “I’ve been a patient of Richard for the last two weeks following my total knee replacement,” she wrote. “I wanted to let you know how
August 2018 Patient Letters
August 23, 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—”As my term with Partners in Care has just ended, I wanted to let you know how delighted I was with the help of my home health aide Charmaine Forbes,” wrote a Brooklyn patient. “Charmaine was highly professional, smart and knowledgeable, and in addition, good company. She can figure out the patient’s needs and adapt herself to them. All of these skills are not easy—Charmaine was perfect! Thank you for sending her to us.” Manhattan—A Manhattan patient emailed her appreciation for the care provided by physical therapist Richard Brooks. “I’ve been a patient of Richard’s for the last two weeks following my total knee replacement,” she wrote. “I wanted to
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