I just received a lovely call from one of our members. She wanted to express her sincere appreciation and gratitude for ‘Lucinda’s [ILS Care Coordinator] professionalism as a case manager. She states that she has seen many in her lifetime, but after meeting with Lucinda she provided her with thorough information on our program and services that can best fit her needs. She was left pleased and stated that she is a proponent of letting a manager know when their case manager has gone above a beyond for members. [Lucinda] left her with hope about the program possibilities that she can benefit from. Just thought you should know.
[Manager of care management company that partners with ILS in the delivery of service]
I just wanted to thank Independent Living System for the meals that they provided for me after my week stay at [the hospital]. The food was amazing. It taste so good. Thank You So Much. My Husband has to work all day and then come home and cook. Thank You Independent Living System for the Awesome Food. It was So So Good !!!!!!
This afternoon, I received a call from member Janet. She wanted to let me know how much she has appreciated her ILS Care Manager, Celsus. [She] stated that he has helped me so much!!! I had to go to the hospital and he made sure that everything was ready for me when I got home so that I felt secure. I feel so much better now after all the help he has given me. I thank the heavens every day for Celsus.
[ILS health plan client]
This is to let you know how much I appreciate the special care and concern that Megan has shown toward my mother. Megan was in charge of my mother’s case when she lived in [a neighboring town], and my mother recently moved to live with me. Megan told me that Marichele will be responsible for my mother’s case now. I just wanted to let you know that my mother felt that Megan did her best to find solutions for her needs and she also felt that Megan was always very caring and responsive. Megan is a wonderful asset to your organization.
[Daughter of ILS member]
I wanted to pass on the grateful sentiments I just received from a member’s mother who raved about the assistance that [her] ILS [Care Manager] CM, Susan has provided to her daughter. She stated that [she] has been so incredibly helpful and, in her words, WONDERFUL! I know Susan provided extensive support resulting in a much needed increase of this member’s [In Home Supportive Services] IHSS from around 80 hours/month to now over 200 hours/month
Thank you for the truly exceptional and assiduous work you have done and continue to do in our collective efforts to promote optimal wellness in the lives of our members!
[ILS health plan client]
My name is Mark. I would like to express my deepest appreciation to Social Worker Jackie. She had visited me twice and had fulfilled everything as promised.
Jackie appeared to be very professional and compassionate towards me. I would like to give Jackie and the entire department a big thanks from the bottom of my heart.
If you have any questions, please contact me.
ILS Care Management Department,
I thank God for this program. It’s absolutely wonderful. My husband and I are truly blessed. Thank you for everything you do for us. May God bless you all.
Lots of love,
Good Morning David,
I am the [Social Worker] SW for a [ILS] member in West Palm Beach, [Florida]. I just got off a 45 minute monthly contact phone call with her in which she joyously shared a referral [that David, her ILS Care Coordinator] had given her to [a local health and activity center].
She said she was mentioning to you the hardship of paying for additional transportation (above her 24 free trips/year) and you provided her three referrals. She visited [the health and activity center] and will be changing her PCP and taking advantage of the variety of services they offer. This referral is going to open her life up in countless ways as she receives needed services for free while sharing her gifts and talents with others she will meet there.
Her quote to me was tell David this has opened avenues of joy in my life! She added your kind and attentive care management is greatly appreciated.
I thank you greatly as well and will be sharing this referral with others in our area!!
[Social Worker for a health plan client]
I sincerely appreciate having received a most gracious visit from Nicholas [ILS Care Coordinator] who provided a comprehensive health risk assessment that can minimize my health risks and improve my quality of life.
[He] listened to every word I spoke and every response I made. He was discerning and compassionate. At the present time, I am experiencing 3-4 health problems that are very challenging.
I thank [my health plan] and Nicolas for giving me the empowerment to know that I’m not alone.
To Whom It May Concern,
I am the owner of [a care management company]. We provide contracting, credentialing and Case management services to skilled nursing centers in 24 states. In Florida we work with about 182 of the nursing homes.
Our company has had the privilege of working with ILS thru the [Long Term Care] LTC Diversion Program and now with the SMMC program in Florida. [You] have represented a multitude of [Managed Care Organizations] MCOs to build and represent their networks in awarded Regions.
[You] are professional, responsive and always willing to assist in a timely manner. It is a pleasure to have the opportunity to partner with [you]. We have had nothing but good feedback about [your] services and assistance.
Please feel free to call me if you should have any other questions you need answered.
My best regards,
Shelley is our [ILS Care] Coordinator for our disabled son. When [our health plan] took over management of [our son’s Medicaid] related services, Shelley called us and setup our first meeting last year. Since then we’ve met a few more times and Shelley will call and follow-up in-between meetings.
I’ve been impressed by Shelly’s eagerness to provide us information about services. In addition, she is an excellent listener and will collect information from her client’s parents to add to her knowledge of services. I appreciate that when I ask Shelley about a possible new service for [our son], she will research it and get back to me promptly.
My wife and I have found Shelley to be an excellent addition to [our son’s] care-management team. We believe it’s really important to have someone like Shelley who can look across the plethora of services available to disabled [Medicaid] patients. I can tell you from personal experience that none of the agencies coordinate well or share information effectively with each other which is really a shame. So having a Service Coordinator is really important, especially to parents who are new to [Medicaid] and its associated services.
Shelley has obviously grasped this need and is attacking the problem with enthusiasm and compassion. In our last meeting with Shelley, I had asked her for her supervisor’s name so I could provide the feedback on the importance of the service that Shelley provides and her excellence at doing so.
Should you have any questions for me, feel free to contact me via email or at the numbers below.
[Father of ILS member]