This information is reviewed with the patient and his or her family. Each patient is served by a Case Manager responsible for the patient's overall care. All Case Managers are supervised by Managers of Patient Services. Patients are given the phone numbers of these managers and other administrators and are encouraged to call them should there be any concerns or questions about service. The agency reviews and responds to any issue brought to the attention of management staff.
Every effort is made to satisfactorily resolve patient or caregiver concerns in a timely manner.
VNS fee investigators check with the patient's insurance carrier to verify what home care costs will be covered. Itemized statements are also available upon request. Staff training continuously emphasizes the importance of patient confidentiality. Procedures range from not discussing specific patient issues except with staff who are directly involved with the patient's care to shredding any documentation which is no longer needed by the agency.