How Do They Do It? Staff Tips Featured in Patient Letters/CHOICE Commendations
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 incredibly helpful he has been to me. Richard is exactly the right PT I needed at this most difficult time. He picked up on my anxiety and welcomed my questions and concerns, and guided me through my exercises with support and persistence and motivated me to work hard. He didn’t coddle me nor did he push me beyond my limit. I was committed to working hard between our sessions, and I continue to be committed. My sincere thanks.”
Read Richard’s story about why this patient encounter went so well.
“I was impressed with his knowledge, patience, consistency, and pleasant personality”
A Nassau resident phoned to express gratitude to physical therapist William “Bill” Kraupner for assisting in his recovery. “I’ve worked with many physical therapists, and he is the best,” the patient said. “I was impressed with his knowledge, patience, consistency, and pleasant personality. I’m very thankful for his help.”
Read Bill’s story about why this patient encounter went so well.
And here is a CHOICE commendation from Brooklyn:
“She made sure I felt part of the decision-making process”
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.
