How Do They Do It? Staff Tips From the September-October 2018 Patient Letters/CHOICE Commendations
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 become infected. Margarette was very kind, attentive and professional. My wound required cleaning and rebandaging, but thanks to her care it has healed very nicely. I and my family have had several occasions to use the VNSNY, including your hospice service, and always found your services exemplary.”
Read Margarette’s story about why this patient encounter went so well.
“They are warm, wonderful and special”
Vicenta (Betsy) Clemente, RN
A patient on Staten Island who had undergone a knee replacement procedure sent a card complimenting the “excellent” post-operative care she received from nurse Vicenta (Betsy) Clemente and physical therapist Ibijoke (Betty) Ayetiwa. “They are warm, wonderful and special ladies,” she added.
Read Betsy and Betty’s story about why this member encounter went so well.
And here is a CHOICE commendation from a recently enrolled plan member:
“A very positive first-time experience”
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.
