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March 29, 2024

Letters & Commendations

VNS Health Patient Letters, Emails and Phone Calls and Health Plan Member Commendations

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February 2018 Patient Letters

February 21, 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—The sister of a Bronx patient phoned to say that she and her sibling “were extremely satisfied and pleased” with the care provide by nurse Denise Simmonds. “She represents the company well and has a great bedside manner,” the caller added. Brooklyn—A Brooklyn resident who recently had knee replacement surgery penned a letter praising the care provided by physical therapist Mohamed Mohamed. “Mr. Mohamed was the best,” she wrote. “He knew exactly how much to push me, and when to pull back and let me pause. He knew how to inspire me to keep doing my exercises between his visits, but also knew to laugh with me. He

February 2018 VNSNY CHOICE Staff Commendations

February 21, 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 called to express how “very happy” she was with the assistance she received from Member Services Representative Eblond Achile. “Eblond went above and beyond to help me this morning, and I wanted everyone at VNSNY to know,” she said. Another CHOICE member phoned to praise the “great service” provided by Member Services Representative Joy A. Brown, noting “how efficient and calm she was in handling my request.” A CHOICE member commended Member Services Representative Angelina Peters for her help—adding, “Angelina is terrific.” “I wanted to let you know how very happy I am with the service that Member Experience Representative Patricia Murray provided me with today” said another CHOICE member. “Patricia is

January 2018 Patient Letters

January 11, 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 who is a client of VNSNY’s Health Home program—a support program administered by VNSNY Community Mental Health Services for individuals dealing with mental illness and substance abuse—sent a letter of appreciation to the Health Home staff for their support. “I would like to express my thanks to the VNSNY Care Management team for all that you do and have done,” the client wrote. “I just celebrated my 60th birthday last Friday, and I am so emotional as I think back on how I may not have made it to this milestone birthday if it had not been for the VNSNY team. When I started working with your

January 2018 VNSNY CHOICE Staff Commendations

January 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. A CHOICE MTLC member’s daughter had special praise for CHOICE MLTC Care Coordinator Sheila Manahan. “Sheila has worked with me and my mother for several years,” she noted. “She is person of dignity and class, and has been an excellent support for me as I have watched my mother’s health decline. She has been so understanding and thoughtful, and has always followed through no matter what the request. It is a pleasure to work with her.” A CHOICE Medicare Preferred member phoned to thank Member Services Representative Valerin Sanchez for helping her with questions about her wellness visit. “Valerin took her time to send out an email and have someone give me a call-back,” she said.

December 2017 VNSNY CHOICE Staff Commendations

December 7, 2017–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 spouse of a CHOICE MLTC member had kind words for the customer service provided by Enrollment Coordinator Milagros Lopez, noting that “Milagros was very helpful and patient with me.” Another member called as well to express how thankful she was to Milagros for the assistance she provided, adding “what a pleasing experience” she had. The daughter of a CHOICE member phoned to say how pleased she was with the care that CHOICE Care Coordinator Myrna Lao gave to her mother. “Myrna is an excellent nurse,” the daughter said. “She has great listening skills, and hears and understands my feelings. Myrna has a wonderful way of counseling me about everything that is going on with my

December 2017 Patient Letters

December 7, 2017–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—A Brooklyn Heights resident who recently had hip replacement surgery emailed to say “what a great pleasure it was, and how grateful I am to have had Thobile Sibanda as my physical therapist.” The writer continued, “She is a great listener, very knowledgeable and very professional and pleasant to work with. I am very fortunate that she was part of my recovery, and I feel that whoever gets the chance to work with her is very blessed, as I was!” Manhattan—“From July to September, I was recovering at home from hip replacement surgery,” wrote a resident of Manhattan’s East Side. “During that time, I received wonderful care from my

November 2017 VNSNY CHOICE Staff Commendations

November 9, 2017–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 SelectHealth member commended Member Services Representative Desse-Anna Alexis for doing a great job in helping with his request to obtain a new plan ID card after his wallet was stolen. “You were great!” he reported. A CHOICE member called to express her gratitude for the tremendous customer service she received from Member Services Representative Janel Cole. “Janel stayed on the phone for over an hour assisting me and my brother with our paperwork,” she said. “Janel was patient, compassionate and very courteous.”  A newly enrolled member called to praise Enrollment Coordinator Milagros Lopez, noting she “made the enrollment process easy and painless. The new member added, “Milagros was such a pleasure to speak

November 2017 Patient Letters

November 9, 2017–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 sibling of a Partners in Care private pay client who recently passed away sent a note of thanks to her sister’s home health aide, Marcia Williams. “Thank you for your kindness to my sister, and for everything you did to make her final days comfortable and peaceful,” she wrote. “Her friends all spoke about the wonderful care you gave her. It’s comforting to know you were with her when she died.” The writer signed off, “with gratitude.” Manhattan—A patient with an infected wound who received daily care from nurse Tharinee Kauper over a number of months wrote to say, “Tharinee is extremely knowledgeable, efficient and polite. She is

October 2017 VNSNY CHOICE Staff Commendations

October 11, 2017–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 say “what a pleasure it was” to speak to Member Services Representative Shamarla Pickett. She added that Shamarla had helped calm her anxiety about a procedure she was about to undergo, and was “very professional, compassionate and kind, and provided outstanding service.” The representative of a care provider in the Bronx called to commend Member Services Representative Evalin Hernandez for “going above and beyond my expectations” in assisting her and the CHOICE member she was working with. The daughter-in-law of a prospective CHOICE member expressed her gratitude for the assistance she received from Enrollment Coordinator Iris Henry. She noted that Iris was “very helpful, patient, pleasant and professional, and how