July 2020 Patient Letters
The COVID-19 pandemic has continued to prove the resilience and dedication of our entire VNSNY staff in the face of adversity. 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 that reflect the outstanding work and courage our VNSNY staff demonstrates each and every day.
Brooklyn—Physical therapist Irene Espartinez received praise from a patient’s wife, who called to thank her for “pushing my husband to heal— but never too hard.” The patient’s wife also added that Irene was “polite and accommodating beyond belief.”
Manhattan—“My wife and I do not have the words to express our deep gratitude for your compassionate assistance and the wonderful efforts of all we encountered in connection with my ordeal with COVID-19,” wrote a Manhattan patient. “From your immediate response in sending our wonderful nurse, Jennifer McCabe, who correctly helped us realize that I needed to be hospitalized, to the empathetic attention that the VNSNY staff stationed at NYU Langone paid to my care while I was in the hospital and in rehabilitation, to the extraordinary kindness and help given to me by home health aide Paula Seymour, to the professional and most helpful work of physical therapist Peter Wu and occupational therapist, Sarah Bravo, the support given me by VNSNY has made my recovery possible. VNSNY is an essential part of the fabric of New York in the best of times, and it is even more so at a time of a health crisis.”
A social worker called to praise the “compassion and dedication” of Partners in Care home health aide Rosetta Watson, who went above and beyond in “taking a crisis and turning it into a pleasant situation.” After Access-A-Ride Paratransit Service mistakenly dropped a patient off at Port Authority Bus Terminal— when she actually needed to get to Penn Station— Rosetta called to inform them of the situation. While Access-A Ride tried to come up with a solution, Rosetta accompanied the patient to the correct destination and waited with her until the next train arrived. The social worker added that she would “refer Rosetta or request her anytime a patient needs service.”
The mother of a patient who had recently undergone gender affirmation surgery wrote to praise the efforts of nurse Constance Evans following her daughter’s hospital discharge. “Had it not been for Connie’s visits, I don’t know how we would have survived!” the mom noted. “She is an amazingly skilled nurse and individual, who exemplifies the meaning of empathy, knowledge and sincere compassion—explaining what needed to be done and how it should be done.” The patient’s mother also took the time to recognize the importance of VNSNY’s Gender Affirmation Program in serving the transgender community. “I want to give a special thank you for making this program a reality for patients like my daughter,” she wrote. “Simply having programs like this available to individuals is a gift and a blessing.”
A vendor emailed procurement specialist Marlene Louissaint to confirm that critical COVID-19 supplies were on the way, adding, “Anything for my friends at VNSNY. You gave my father five extra years of life because of your care. You had my grandmother until she was 99 years old. And you cared for me after lung surgery. Thanks and blessings!”
“Thank you for being a part of my life!” wrote a Community Mental Health Services WeCare Wellness client in an email to care manager Christopher Diaz, program associate director Marisol Orea, and other WeCare Wellness team members. “You make everything worth fighting for to live,” he added.
“I wanted to reach out to everyone at VNSNY and give a warm, heartfelt ‘Thank you’ for being out there during this difficult and scary time,” wrote a community member who contacted VNSNY Home Care’s Intake team. “Know that you all are in my thoughts and prayers until this health crisis is over. God bless you all— each and every one!”
“This note is to let you know of the wonderful hospice care my husband had in our home with your nurse, Esmeralda Jasmin Tsai,” wrote the wife of a Manhattan hospice patient. “Her professionalism, empathy, and skill in getting us the resources he needed made his passing as comforting as it possibly could have been.” The wife also added that Jasmin was “amazingly adept” in arranging care during what was an especially difficult night for her husband. “From proposing an afternoon aide to arranging medications and needed supplies, we were well cared for! Most of all she gave of herself, visiting and communicating with both of us. She is a tribute to your organization and we are honored to have made a contribution in her name to VNSNY— Thank you for having people like Jasmine on your team!”
Occupational therapist John Jr Liu sent an email thanking the VNSNY Medical Supply Room Staff for their attention to detail when he made a special request for PPE. “One of the things I had mentioned to the staff was the need for alcohol bottles to make my own wipes—this was a month ago,” said John. “The people in the stock room remembered me and immediately offered the larger bottles when I went in yesterday! Without effective PPE and safety equipment we have a hard time on the front lines, so thank you for listening!”
Queens— The daughter of a COVID-19 positive patient in Queens wrote a moving email thanking VNSNY for the care coordinated by nurse Sandy Osias. “Visiting Nurse just left. PT and OT are scheduled for next week. I could literally weep,” she wrote. “I’ve been so overwhelmed— nearly at my breaking point. Thank you so very much. I feel less alone in handling my father’s care now that VNSNY is engaged!”
The wife of a Queens patient called to compliment the “remarkable” work of licensed practical nurse Katrina Doliente. The wife, a retired nurse herself, noted how “professional and knowledgeable” Katrina was during home visits, and how she treated both her and her husband “with sensitivity and compassion.”
Staten Island— The son of a Staten Island hospice patient wrote a touching email to hospice liaison Alisa Giambalvo, who provided care to his mother in her final moments. “I have been thinking about you and all the great comfort you have been providing for all the families, especially being there for my mom,” he wrote.” My family and I can never thank you enough. You are so dedicated to what you are doing. Maybe we can meet someday to personally thank you when all this heart-breaking calamity settles down. I will be praying that God gives you the strength to keep doing what you are doing for all the families in Staten Island. Bless you!”
A Staten Island patient penned a letter praising nurse Vicenta-Nieves “Betsy” Clemente, for her “outstanding hard work and dedication.” The patient explained how Betsy’s professionalism and strong communications skills put her mind at ease while undergoing negative-pressure wound therapy, which required a Wound VAC machine as part of her care. “All my questions and fears were quelled because of Betsy’s years of knowledge and wisdom in the medical field,” she wrote. “At times, I thought for sure I couldn’t spend another day on this machine, particularly with the pain—topped with the thought of the pandemic virus—but her positive attitude and encouragement helped me through. I’m still on the Wound VAC, and don’t know for how much longer. However, with Betsy on my team, I know I’ll be okay. I am so grateful and lucky to have her in my life!”
Westchester— “I want you to know you have a case manager and nurse that goes above and beyond. Her name is Carline Charles!” wrote the daughter of a Westchester patient on Twitter. “She’s my newest hero, and I can’t thank her enough for the care and concern that she has shown my mother!”
