BLUE Stars - September 2012

Building Lasting Unforgettable Experiences... At WILLCARE, that's what we do best! We strive to provide exceptional customer service for all our customers, including patients, their families, physicians, vendors, referral sources, and co-workers. We view every interaction as a chance to leave our customers with positive experiences that they will never forget.

Our BLUE program (short for Building Lasting Unforgettable Experiences of course!) recognizes those WILLCARE team members who've gone above and beyond to provide fantastic customer service. Once a month, the WILLCARE employees that best embody the spirit of BLUE are selected to be our BLUE Stars. Learn more about our September 2012 winners below...

Yoland Bynum Scheduling Coordinator Middletown NY Licensed Branch	*Why She Was Nominated:* WILLCARE received a walk-in referral one Friday afternoon. The family member came to the office to inquire about 24 hour care. They wanted the care to start that afternoon. The patient was actually being discharged momentarily! Yoland was introduced to the prospective client. Without hesitation, Yoland said to the client, "no problem, we will be able to fill that”. She smiled and informed the client that she would start the assignment immediately. Yoland filled the first 24 hours so we were able to open the case that afternoon. Yoland demonstrated unbelievable teamwork and customer service. She jumped on this assignment and rearranged her workload on a hectic Friday afternoon to cover a 24 hour case. This client returned to the office to thank us. For this, we would like to recognize and thank Yolanda for creating an exceptional customer experience! Selected 9/2012

Robert Chapman Home Health Aide Olean NY Licensed Branch	*Why He Was Nominated:* Robert has worked for WILLCARE for 6 years. He has a great work ethic and displays numerous characteristics of a future "employee of the year." Recently, a client’s daughter mailed us her final payment. Her father had passed away, and she included a note on the bottom of the payment that stated: "On a personal note, please extend my sincerest thank you to Robert Chapman for his incredible care. It made me feel better about living far away to know that my Dad was tended to a few times a week. Robert was sincere and truly interested in my father’s well-being. Your company is very lucky to have such a caring individual working for you. I want Robert to know how much he mattered to my Dad and to me." This letter is truly about building lasting unforgettable experiences. This comes natural to Robert. He makes his clients feel valued. He does this with every client encounter and without overstepping boundaries. Thank you Robert for leaving a lasting impression and representing WILLCARE!! Selected 9/2012

Ken Jackson Home Health Aide Olean NY Licensed Branch	*Why He Was Nominated:* WILLCARE received a call from a client. During the conversation, the client informed the office that he had influenced Ken (his Home Health Aide) to become a Mets baseball fan. That Friday, Ken came into the office to pick up his check and one of our employees mentioned to Ken what the client had said about the Mets. Ken stated, "I have been watching the Mets games so I can talk to the client about it. But I will always be a Yankees fan." WILLCARE wants to thank Ken for watching Mets baseball games on his own time just so he could have something to talk to his patient about. Thank you for going above and beyond. Ken's actions made our client feel important, and helped to build a lasting unforgettable experience for him. Selected 9/2012

Andrea Kissel RN Case Manager Newburgh NY Certified Branch	*Why She Was Nominated:* A patient of Andrea's went out of her way to contact WILLCARE after she was discharged to give rave reviews about the care she received while on service. She could not say enough about our nurses and the care she received, and she was particularly impressed with the way Andrea provided confident and compassionate care. Thank you Andrea for providing a BLUE experience! Selected 9/2012

Dawn Rosine Branch Administrator Buffalo, Jamestown, Olean & Niagara Falls Licensed Branches	*Why She Was Nominated:* [Our Philosophy: “Building and embracing an employee-focused organization inspires trust, innovation, learning, respect, and compassion. A work environment that instills a desire to serve others drives the quality of our services. Building Lasting Unforgettable Experiences one customer at a time.”] This definition clearly defines Dawn Rosine’s work ethic. Dawn consistently goes above and beyond her job duties to help others, whether it is picking up an unanswered phone at the office or going out in the field to assist a nursing field supervisor with patient cases. Dawn recently made a visit to a client’s home to calm an angry customer. She changed a bad experience into a positive one, which she has been known to do more than once in her career at WILLCARE. During the past year, she took on a new branch with difficult challenges and more responsibility. She also took the initiative to start the company wide on-call center. Through all of this, she continued to provide excellence in her customer service, both internally and externally. Dawn provides a positive work environment, provides performance-enhancing feedback, and motivates her employees to achieve their goals. Through this busy time, Dawn never showed any frustration and remained professional. She is still there for her staff. We value Dawn’s leadership, dedication and commitment to her staff and clients. She makes WILLCARE a home away from home. Selected 9/2012

Nicole Schepps Physical Therapist Newburgh Certified Branch	*Why She Was Nominated:* WILLCARE received a card in the mail from one of our patients that read: “I was very apprehensive about having knee replacement surgery. I was very fortunate not only to have a great doctor, but also a wonderful physical therapist. Nicole is an asset to her profession as well as to your company with her bright, positive, compassionate attitude and skills. Nicole was always articulate and willing to answer all of my questions or worries. Thank you very much for such a positive experience." Thank you, Nicole, for creating a BLUE experience for our patient. Keep up the great work! Selected 9/2012