Letters & Commendations
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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
October 2017 Patient Letters
October 11, 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 patient recovering from a hip replacement procedure sent an email praising the work of physical therapist Thobile Sibanada. “I have been in the care of Thobi for the past three weeks,” the patient wrote. “She has been an exceptionally caring, competent and skilled physical therapist who has accelerated my recuperation.” Manhattan—“I am writing to thank the VNSNY team who treated my 96-year-old father after he came home from the hospital in early January of this year,” noted the daughter of a Manhattan patient. “Leslie Cohen, RN, Ling-Wai Fung, MSW, Levi Estrera, PT, and Dina Klein, OT, are an exceptional crew who treated my dad with professionalism and gave him
September 2017 CHOICE Staff Commendations
August 31, 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 daughter of a CHOICE member phoned to express her appreciation for the “outstanding service” provided by Member Service Representative Renee Ashley. “Renee is very gracious, provided clarity on all her questions, and gave us information we weren’t aware, which helped tremendously,” the daughter said. Enrollment Coordinator Milagros Lopez received praise from a CHOICE member who noted that she was “very helpful” in taking the time to help him understand some concerns. The son of another member called to commend Milagros for outstanding service, adding that she was “very helpful in providing the information” he needed to understand, as well as being “a pleasure to speak with.” A CHOICE FIDA participant called to commend