One VNS Health in Action: Check Out Our Latest Patient Letters and Commendations!
Want to feel incredibly inspired and proud of how, together, we help people in their health care journeys? Read our latest patient letters and health plan member commendations!
To do that, simply scroll down or click on any of the areas below:
Bronx
“She really cared about me.”
“I wish to thank and praise your excellent Nurse Desiree Gibson,” a Bronx patient wrote. “I find her to be a loving, caring, knowledgeable nurse and she’s done a wonderful job managing my case. I really look forward to her visits — they cheer me up. I also want to express my gratitude for Home Health Aide Ana Nunez. She was incredibly helpful and has a lovely disposition. She really cared about me.”
“I’m very happy to have her!”
Another Bronx patient expressed how pleased she was with Home Health Aide Kahwana Polite, noting, “She does a good job with me. I am very happy to have her as my home health aide!”
Brooklyn
“The kindness and commitment have been greatly appreciated.”
A Brooklyn client’s case manager wrote to “sincerely thank” Home Health Aide Natasha Brathwaite for the “care, support, and dedication” provided to the client over the years. “The kindness and commitment have been greatly appreciated,” the case manager added.
“I’ve made significant progress, ambulating without a walker.”
A call came in from a patient who stated that Physical Therapist Emad Eldin Refaei was “professional, courteous, and always showed up when he said he would.” The patient went on to say Emad “provided excellent therapy services — I’ve made significant progress, ambulating without a walker. I could not have come as far as I did without the therapist’s work.”
Manhattan
“His dedication truly made a difference.”
Veterans Outreach Liaison Victor Interiano received praise for helping a family get the Department of Veterans Affairs (VA) services they needed. The daughter called to say that Victor did an “outstanding job” accompanying her to the VA and advocating for the family throughout the process. “Even when we were initially told that my father would not qualify, Victor continued to push forward and provide extra support,” the daughter said. “His dedication truly made a difference.”
“Steadfast assistance.”
The wife of a Hospice patient expressed gratitude to Hospice After Hours Clinical Supervisor Danielle Latario for the “excellent triage she provided” — adding, ”My husband is feeling much better because of Danielle’s steadfast assistance.”
“Knowledgeable, kind and compassionate.”
A patient’s daughter commended Hospice Nurse Melanie Hurdle for her “care and support,” noting that “Melanie was knowledgeable, kind and compassionate.”
“Saved my mother’s life.”
Another daughter of a Manhattan patient praised Nurse Anna Pauli for having “saved my mother’s life,” saying that “if you hadn’t sent her to the Emergency Room, she would have been in more trouble.”
“I will always be grateful for her help.”
A health plan member shared his appreciation for Veterans Service Specialist Anna Altunyan. “Anna is a true professional whose enthusiasm, compassion, dedication, and extensive knowledge made a significant impact on my experience” the member noted. “She demonstrated the highest standards of care, concern, admiration, and respect while assisting me. Anna is an incredible asset to the veterans she serves and to the entire organization.”
A second member also wrote in, saying that “Anna was very professional and great to work with. From start to finish, everything was beyond expectations.”
Yet another person thanked Anna for helping to get her husband “Veteran’s benefits that we did not know were available to him. She guided me every step of the way and was a constant source of encouragement when I was ready to give up. I will be always grateful for her help.”
“For once, I really felt someone was listening and cared.”
A Gender Affirmation Program (GAP) patient wrote in to share their experience with Licensed Social Worker Asha Lyons. “Words cannot explain how grateful and how much I appreciate what she did for me. She’s made the process smooth and easy. For once, I really felt someone was listening and cared. Thank you for everything.”
Asha received more praise from another GAP patient who “simply wanted to thank Asha for everything she has done over the years. Her kindness, leadership, mentorship, and unwavering support have made a lasting impact on my life.”
A third patient wrote in to thank Asha and the team for “the amazing work they are providing for not only me but for others. The tips you shared with me on how to maintain a successful healing journey have helped so much. I want to thank VNS Health and Asha for an AMAZING job!”
“I felt calm and supported.”
The daughter of a Hospice patient thanked Hospice After Hours Clinical Supervisor Mary Jerone for her “excellent triage and support.” She added she was having a rough time managing her mother’s symptoms and that Mary showed “compassion and patience. I felt calm and supported during and after the triage call with Mary.”
“An excellent nurse!”
Nurse Dolores Navarro was commended by a Hospice patient’s daughter who reported that she was “pleased with the level of care that Dolores provided,” adding that Delores is “an excellent nurse!”
“Lovely, so full of energy and vibrant.”
An Upper Eastside Hospice patient called to say she “enjoyed” nurse Shirla Joseph’s visit and that Shirla is “lovely, so full of energy and vibrant.”
“VNS Health was nothing but excellent.”
The Upper Eastside Hospice team received praise and thanks from the wife of a patient who noted that “everyone was so helpful; everyone is so kind.”
Another compliment for the team came in from a patient’s grandson who said that “everyone was incredible.”
The family member of a yet another patient also expressed her thanks to the team for their care and support, adding, “I am so pleased with all of the people, the nurses, social worker, and rabbi, and how good they were.”
Still another patient’s spouse reported, “VNS Health was nothing but excellent.”
Queens
“Efficient, kind, and encouraging.”
A Queens patient called to give positive feedback for Physical Therapist Kent Ye, saying, “Kent was efficient, kind, and encouraging.”
“I couldn’t make it without VNS Health!”
The wife of a Queens Home Care patient called to express her gratitude to the entire VNS Health care team for the services they provided to her husband, emphasizing that “I couldn’t make it without VNS Health!”
“She was caring, kind and very thorough.”
A patient’s son called to say how “happy” he was with the “professionalism and kindness shown to my father” by Nurse Micheline Cayemitte. “She was caring, kind and very thorough,” the son said.
Westchester & Upstate Region
“I call her ‘my healer!’”
A patient wrote in to share “how great” Coordinator of Physical Therapy Services Gelsomina Rinaldi is: “She’s very knowledgeable and caring,” the patient noted. “She’s also a household name for many of us. At a recent doctor’s visit, a few other patients and I compared notes on how good she is. I had my right hip replaced recently and Gelsomina got me back to moving. I call her ‘my healer!’”
“She has exhibited real empathy and understanding for what the patient needs.”
The wife of one Westchester Home Care patient called to leave a five-star review for Occupational Therapist Gretchen Singsen. “Gretchen has gone above and beyond our expectations,” said the wife. “She has been efficient, thorough and meticulous in her follow-through, and she has exhibited real empathy and understanding for what my husband needs.”
Health Plan Member Commendations
“She provided exceptional customer service and helped soothe my concerns.”
A health plan member expressed her gratitude to Contact Center Agent Desarae Getter for taking the time to assist her. “Deserae eased my confusion, provided exceptional customer service, and helped soothe my concerns throughout the process,” said the member.
“Very professional, very kind, and a people person.”
Contact Center Agent Anthony Velazquez was recognized by a plan member for the exceptional way he handled a recent escalated call, successfully de-escalating the situation and addressing the caller’s concerns. The caller added: “You are very professional, very kind, and a people person. You are so eloquent, know how to speak to people, and are a great asset to VNS Health.”
“My issues were resolved and she was very helpful.”
A provider representative gave kudos to Contact Center Agent Christine Odom, saying: “After speaking with Christine today, my issues were resolved and she was very helpful.”
Christine also received another compliment, this one from a partner in our Provider Network who thanked her for the “assistance, guidance, information, and customer service you provided during my call.” (The partner had called to check on the authorization status for four VNS Health wound care patients.)
“Clearly explained the next steps.”
A member praised Contact Center Agent Julius Laurente for the wonderful job he did de-escalating her call. “Julius was attentive to my complaints, empathetic, and clearly explained the next steps that I would take,” the member said.
“Excellent customer service.”
Contact Center Agent James Jessey Joseph received positive feedback from a member who called to compliment James for the “assistance, support, and excellent customer service he provided during our interaction.” The member also expressed her appreciation for the way James handled her needs and added, “I wanted to make sure his efforts were recognized.”
“Exceptionally kind, patient, and thorough.”
A member called to praise Contact Center Agent Dalis De La Espada. “Dalis was exceptionally kind, patient, and thorough throughout the interaction, taking the time to answer all of my questions and fully address my concerns,” noted the member. She also expressed her gratitude for the “excellent service I received” and for Dalis’s ability to make her “feel comfortable and supported” during the call.
“Professional, friendly and courteous.”
A member recently complimented Contact Center Agent Allen Edmond for the helpful assistance he provided.
The daughter of another member also phoned to share her appreciation for how effectively Allen handled and resolved her issue — describing him as “professional, friendly, and courteous.”
“Took the time to truly listen.”
Contact Center Agent Opal Lesmond was recognized by a plan member who expressed her “sincere appreciation” for the assistance she received regarding a billing issue. She reported that “Opal was professional, caring, and patient throughout the interaction.” Most importantly, she added, Opal “took the time to truly listen” to her concerns, ensuring she felt heard and supported while working toward a resolution.
“Deep gratitude and appreciation.”
A member called to express her “deep gratitude and appreciation” for the great customer experience she had with Contact Center Agent Pedro Felix —noting his “kindness, professionalism, politeness, and exceptional customer service.”
“Outstanding assistance.”
Contact Center Agent Renee Ashley received a compliment from a member who expressed her “appreciation for the outstanding assistance and exceptional service” Renee provided. She added that Renee helped her immensely and was “very nice, courteous, and professional” throughout the interaction.
“You stayed with me to make sure the patient was safe.”
A home care agency in our Provider Network sent big kudos to Contact Center Agent Renee Ashley and Contact Center Clinical Specialist Kevin Wisher for the teamwork and steady assistance they provided in making sure a member received timely care, noting, “you stayed with me to make sure the patient was safe.”
“She stayed calm, addressed my concerns, and assisted me.”
A health plan member called to thank Contact Center Agent Della Patterson for addressing a delay in receiving his supplies. Despite the member’s frustration, Della “remained patient, kind, and professional throughout the call,” he noted. “She stayed calm, addressed my concerns, and assisted me” by escalating the issue appropriately to help resolve the matter.
“He did a phenomenal job!”
Care Coordinator Constance Washington gave high praise to Contact Center Agent Frank Perez for assisting her with handling a call regarding a plan member who had suffered a fall in his home. “Frank went above and beyond with managing this call, and together we were able to get emergency services in place to help the member,” said Constance. “He did a phenomenal job!”
“I want to personally thank her for the excellent support.”
Contact Center Agent Jessica Polanco was commended by a member who called to share “how pleased” he was with the level of service he received from Jessica. He added that Jessica “handled my concern with kindness and professionalism. I want to personally thank her for the excellent support.”
To read past editions of Letters and Commendations, click here.
