Over 70 Team Members Created the Most Amazing Consumer Experiences!
You can read them all here in our most recent batch of Letters and Commendations.
Our VNS Health team members continue to prove how empathetic, resilient, dedicated and, really, how just plain amazing VNS Health team members are! The following are excerpts from a few of the many recent letters, phone calls, and emails we’ve received from grateful patients, members and clients as well as family members that reflect an outstanding consumer experience.
For patient letters and member commendations by geography, click on the area below:
Bronx
“Very professional and has a great personality.”
“She was outstanding!” said a patient who called to give a glowing review of home health aide Faith Wilson. “She was very helpful with all my needs, very professional and has a great personality.”
“Guidance, patience, coaching, and support.”
A patient called to praise physical therapist, José Hernandez. “He was so professional,” she said. “I appreciated his guidance, patience, coaching, and support. José was very encouraging and focused; I give him five stars.”
“She is wonderful.”
A patient phoned to thank home health aide Emerenciana Casarrubias for assisting her throughout her journey with chemotherapy, saying: “She is wonderful. She helped me wash my hair and rubbed my feet.”
“Genuine kindness, compassion, and skill.”
A patient’s daughter sent a heartfelt letter thanking home health aides Joyce Myrie, Sennie Sanders, and Odessa Miller for assisting in her mother’s care. “They provided genuine kindness, compassion, and skill,” she wrote. “I fully trusted them to assist me with my daily activities. There are not enough good things I can say about them.”
“These ladies are very compassionate and do a very good job caring for my mother!”
The daughter of a Hospice patient called to recognize home health aides Corinne Knight and Angella Clarke for the wonderful services they provide to her mom. “These ladies are very compassionate and do a very good job caring for my mother!” she said.
“I’m sad that I won’t be able to see them again!”
Physical therapist Sanjeev Sinha and occupational therapist Phillip Frese were complimented by a Bronx patient who stated that they were both “fantastic and amazing” and that she was “sad that I won’t be able to see them again!”
“Exceptional.”
One patient receiving wound care services wanted to give a special shout out to nurses Donna Marku and Jasmine Gladys Allen. While everyone that visited him was “terrific,” he noted, Donna and Jasmine were “exceptional.”
“Professional, very polite, and always on time.”
A Bronx patient who had received physical therapy from PT Jermaine Lee wrote to say, “I will recommend Jermaine to everyone. He’s professional, a good person, very polite, and always on time. I am really satisfied with the services provided by Jermaine.”
Brooklyn
“So kind and patient.”
A patient called the Contact Center to compliment Clinical Care Manager Donna Wilson. “She has provided encouragement and appreciation for me,” the patient said. “She gave me time to process information. She cares along with being so kind and patient. She brought me comfort.”
“She is an excellent worker!”
A patient called to thank home health aide Lisa Elliot for the care she provided earlier that day. “Her service was exceptional, and I am grateful to the agency for sending her over to work with me,” the patient noted. “She is an excellent worker!”
“He made a difference in my life.”
Physical therapist Howard Xu was recognized by a patient for the “difference he made in my life with his warm expertise.”
“Incredible team of care providers in the GAP Program.”
“I cannot say enough good things about VNS Health and the incredible team of care providers in the GAP Program who have supported me since my surgery last August,” a patient from the Gender Affirmation Program wrote. Social worker Asia Lyons was an “angel during one of the hardest times in my life,” and Director Shannon Whittington “helped me in more ways than she knows or probably even takes credit for.” The patient also thanked nurse Sylvanie Herve and home health aides Elvira McKenzie-Blair, Martina Estevez, Maxine Gray and Solange Santana for their “expertise, compassion, and dedication.”
“She was helpful, patient, and had great communication.”
Home health aide Dominique Gaines was complimented by a patient who requested that Dominique be sent back to service the patient’s case, stating that she was “helpful, patient, and had great communication.”
“She did a wonderful job providing care to my father.”
A hospice patient’s son called in to commend admissions nurse Chantelle Rougier, saying that “she did a wonderful job providing care to my father.”
Manhattan
“I would give him 5 stars!”
A patient called to compliment her physical therapist Lyndon Hemedes. “He was punctual, pleasant, nice, and intelligent,” she said. “He answered any complicated questions that I asked and was very thorough with the exercises. He made me feel very comfortable. I would give him 5 stars!”
“Appreciation and gratitude for the Manhattan Lower East Side Hospice team.”
A hospice patient’s daughter phoned to express appreciation to the Manhattan Lower East Side hospice team that assisted in her mother’s care. She particularly wanted to highlight the efforts of Hospice Team Manager Claudia Paul, hospice nurse Boon Chia, social worker Sara Bernstein, spiritual care counselor David Ramos and home health aide Ayoko Kegbola.
“I am grateful for his remarkable ability to pinpoint exactly what I needed.”
A patient called to share her gratitude for physical therapist Peter Wu. “I wanted to let you know that I am grateful for his remarkable ability to pinpoint exactly what I needed,” she stated. “Thank you for sending Peter over to help me recover!”
“Engaged and patient … Energetic, very good vibes!”
A Manhattan patient called to thank everyone who had cared for her. “Physical therapist Arnold Agas was engaged, patient, and took his time,” she shared, “and nurse Sharon Paul-Sylvestre was awesome—jolly, energetic, very good vibes, and gave recommendations that were on point with care!”
“We adored her and loved her.”
A hospice patient sent a lovely email praising nurse Cristina Sava. “Cristina is amazing!” wrote the patient. “She is very special. We adored her and loved her.”
“I will remember you all, always, because there are so many things about you that are memorable.”
The daughter of a hospice patient wrote to thank nurses Dazel Gamit, Marc-Yrvline Desormeau, and Maxine Morales. “Thank you for always being professional no matter how hard my mother made it for you,” she noted. “I will remember you all, always, because there are so many things about you that are memorable.”
“Thank you to the Hospice team!”
The daughter of a Hospice patient wrote a note thanking the Hospice team for all their work to care for her mother.
“He is the greatest thing!”
Physical therapist Manuel Espino received praise from one of his patients, who stated, “he is the greatest thing and amazing. I was walking in one month. I am going up and down the stairs now. I am very happy.” Manuel was also acknowledged by another patient who cited his kindness and compassion, saying that “he knows what he is doing, and I am sure that my good progress is due to him and what he has given to me.”
“If we ever need services again, I hope that he is assigned.”
The wife of a patient wrote to say how grateful she is for the service provided by home health aide Carlos Fabre. “If we ever need services again, I hope Carlos is assigned!” she noted.
“He is heaven-sent!”
“Maurice is heaven-sent!” one of our patient’s sisters recently wrote, in thanking home health aide Maurice Moses for providing such excellent care to her brother. Maurice, she added, is “professional, caring, and kind.”
“This aide is fantastic and does good work.”
A patient sent his gratitude to home health aide Bob Charlotin. “This aide is fantastic and does good work,” he said.
“She wins the prize for exceptional caregiver.”
A patient wrote in to applaud home health aide Murlin Kyte. While the patient noted that “everyone who cared for her from VNS Health was excellent,” she said that “Murlin wins the prize for exceptional caregiver. She is compassionate, intelligent, positive, professional, protective, and wonderful company.”
“I needed help and VNS Health came to my rescue by sending an angel.”
Home health aide Maribel Arias Vasquez is a “gem,” said one patient. “I needed help and VNS Health came to my rescue by sending an angel. Anyone who is assigned Maribel as their HHA is fortunate indeed!”
“Kudos!”
Hospice nurses Vanessa Boyce and Olderine Charles were complimented as being “overall outstanding!” Kudos to both of these nurses!
Long Island
“I love the way that she treats me.”
A patient called to compliment physical therapist Karen Macharik Nash. “She was very kind, patient, sweet, and overall lovely,” she said. “I love the way that she treats me.”
“She was amazing.”
A patient’s wife called to compliment her entire care team, but most notably nurse Esther Cabeche. “Esther was amazing,” she stated. “She was very informative and knowledgeable about my husband’s condition and treatment. He was very happy to have Esther visit.”
“I really enjoyed the services.”
A patient phoned the Contact Center to share her satisfaction with physical therapist, Monika Glowacka. “She has been assisting me for the past two weeks with very fruitful therapy sessions,” said the patient, “I really enjoyed the services.”
“Tremendous personality and wonderful…Personable and very helpful.”
Another patient wrote in to commend physical therapist Patricia Vieira and occupational therapist Jennifer McCaffrey. “Patricia does an excellent job, has a tremendous personality, and is wonderful to deal with,” the patient noted—adding, “Jennifer goes above and beyond the call of duty and is personable and very helpful.”
Queens
“She is outstanding.”
A patient in Queens called our Contact Center to say that physical therapist Armi Bergancia was “outstanding, professional, extremely helpful, caring, and compassionate.”.
“Wonderful! Just what I needed!”
Another patient in Queens praised physical therapist, Yael Babayeva, saying that Yael is “wonderful and just what I needed!”
“Deeply appreciative.”
The mother of a patient expressed her thanks to home health aide Jesmin Karina Infante for the “tender care” she is providing to her son and for helping him with his recovery exercises. She was also grateful to HHA Supervisor Collettia Blair for managing her son’s case. “We are deeply appreciative for both of them for their good work,” she said.
“A pleasure.”
A patient called to compliment home health aide Nichale Amalya Cambridge. “She is hard working and it’s a pleasure when she is there,” the patient noted. “There should be a plaque on the wall about her!”
“I will always tell people how great VNS Health is.”
The daughter of a patient wrote a wonderful letter about home health aides Ann Marie Green and Rosalie Faulkner. She praised them for providing compassionate and loving care to her mother and for going above and beyond in helping her mother get out of bed every day and then caring for her every need. The daughter also gave a shout out to HHA Supervisor, Jorene Peters for her “understanding,” and added that she will “always tell people how great VNS Health is.”
Staten Island
“She is excellent!”
A patient’s son called to express his satisfaction with home health aide Isabelle Perez. “She is excellent, and I would love for her to be our permanent nurse!”
“She is beyond wonderful.”
Home health aide Luisa Guerrero Rosales is “beyond wonderful” said the daughter of one of our Staten Island patients.
“I am thankful he was assigned to take care of me!”
A patient commended physical therapist Alvin Azcarraga for the “thoughtful and precise” services and education that he was given, saying that Alvin’s patient care skills and jovial personality put him at ease. “I am thankful he was assigned to take care of me!”
“Elaine went above and beyond my expectations.”
The caregiver of one of our Hospice patients expressed appreciation for nurse Elaine Gillard. “Elaine went above and beyond my expectations, took charge and provided a beautiful end of life experience for my uncle,” he noted. “You are a gift from God!”
Health Plan Member Commendations
“So thankful!”
In April, a health plan member called the Contact Center to say how happy she was with Contact Center Agents Valentina Kubrak and Lyudmila Normand, adding that they were very kind in assisting her about a dental issue. “I’m so thankful for their assistance!” she said.
“Perfect timing!”
Another health plan member received an umbrella as a gift from VNS Health and stated that it was “perfect timing.” She had a doctor’s appointment that day, and she’d just lost her umbrella. “Thank you very much!” the member said.
“Hats off!”
MLTC Care Coordinator Constance Washington writes, “I just wanted to take time to express my appreciation for services provided by Contact Call Center Agent Lidia Medina. Lidia is extremely thorough with her reports, which is an asset when managing escalation calls. Most of the escalation calls are from members who are overwhelmed, frustrated, or confused. And yet, Lidia is always able to gather ample details during her interactions with these members and their family members to help me better prepare for my calls. Hats off to Lidia—I’m glad to have her on our team!
“A very smart, loving, and caring person”
And here’s what a plan member had to say about Contact Center Agent, Julie Chin: “Julie is a very smart, loving, and caring person… I hope you have more staff like Julie.”
“Fantastic!”
A plan member’s son recently called to rave about our Contact Center agents in general—“Your people that answer the phone are fantastic, absolutely great … the best!”—and about Contact Center Agent Lingna Hang in particular: “I am impressed on how good you are when working under pressure and with an upset caller like me.”
“Very helpful”
More positive feedback, this time for Contact Center Agent Roona Roy, who a plan member called to say was “very helpful” in resolving an issue that the member was having.
