VNA Once Again Among National Leaders for Patient Satisfaction

Updated: 4/27/2012

The Visiting Nursing Association of Western New York (VNA) is once again ranked among the top home healthcare agencies in the nation, according to recently released data from the Centers for Medicare and Medicaid Services (CMS).

The Centers for Medicare and Medicaid Services released (on April 19, 2012) the first round of results of the “Patient Experience of Care Surveys for Home Health.” 

The VNA of Western New York earned ratings at or above the national and New York State benchmarks in all five CMS categories: communication with providers, care issues, care of patients, rate agency 0-10 and recommend agency.

“We consistently strive to provide the highest level of care and service for all of our patients,” said Judy Baumgartner, the president of the Visiting Nursing Association.  “These results are a testament to the focus and emphasis placed on quality patient care at VNA.  We are very proud of the results.”

The VNA of Western New York faired very well on the two global measures, with 84 percent of patients reporting "yes" they would definitely recommend the VNA to friends and family.  That compares to a national average of 80 percent and a New York State average of 76 percent.

On the second global measure, 86 percent of patients gave the VNA a rating of 9 or 10 on a scale of 0 (lowest) to 10 (highest) compared to a national average of 84 percent and a New York State average of 80 percent.

The information comes from the Home Health Consumer Assessment of Healthcare Providers and Systems (HHCAHPS) during the time period of October 2010 - September 2011.  The Visiting Nursing Association of Western NY was an early adopter to this newly mandated national survey process.

In the fall of 2011, the Visiting Nursing Association made news when they scored among tops in the nation in Press Ganey’s home healthcare report, showing that 100 percent of patients would recommend the VNA to others needing home care services with 90 percent of patients giving the agency the highest overall ratings, scores that put the organization above national benchmarks and into the top percentiles across the country.  They also scored well in quality of care of patients and communication with its patients.

Founded in 1885, the VNA of Western New York was the first visiting nursing organization in America.  Since then, they have become one of the oldest charities in the nation and remain the largest home health agency in the Western New York region.

The VNA, a Kaleida Health affiliate, provides services to residents in all eight Western New York counties including Erie, Niagara, Orleans, Genesee, Chautauqua, Cattaraugus, Allegany and Wyoming.

The VNA offers a full range of services including pediatric and adult skilled nursing and therapies, chronic disease management, home infusion therapy, mental health care, obstetrical services, telehealth, personal care, as well as personal response systems.


Key facts and figures about the VNA of Western New York:

• Over 900 employees
• 100% Patient Satisfaction
• Average Daily Census (all services) – 6,500 patients; Annual Home Visits – 350,000
• Community immunization program providing 25,000 shots/season
• 98% Referral Source Satisfaction