MEGAN
Mogavero is a family nurse practitioner at our 206 S. Elmwood Ave. Primary & Specialty Care office. She sees primary care, PrEP, transgender care and women's health patients. She can see anywhere between 12-20 patients daily depending on schedules.
"I'm on the move from the moment I get here most days," said Megan. "I have to make decisions on care plans that will help my patients achieve their goals. I collaborate with nurses, labs, pharmacies, doctors and medical case managers to assist patients when needed. Paperwork is a big part of the job, but not what I like to focus on. I enjoy seeing my patients throughout the day."
Making a difference in the lives of her patients gives Megan a great deal of satisfaction. "The best part about primary care is that you get to follow an individual for however long they stay with the practice. You can meet someone at their lowest point and help them get to a better spot. I've had patients come see me when they are at rock bottom and after a few months or years they've put in the work to get to a better life. I have patients that tell me I helped save their life or get them on a better path and when I hear that it makes me realize the difference that I make. It’s a wonderful feeling."
Megan notes that her patients - many from underserved communities - face numerous barriers to healthcare. "Some of the biggest challenges in healthcare are insurance, affordability and access to care," she said. "Being an inner-city clinic is great because patients can walk or take public transportation to get here. Not all practices are like that. As a provider I have to be aware of where a patient lives and their proximity to specialists before I refer them because if they can't make it to those practices, they won't be able to be treated. Same goes for insurances. If a patient’s insurance does not cover a needed medication, we have to find other medications or treatments and this can be a barrier to getting the correct care. That being said, Evergreen has
I'M PROUD TO BE A PART OF THIS ORGANIZATION. I LOVE TELLING PEOPLE WHAT I DO AND WHO I WORK FOR.
- MEGAN MOGAVERO
great programs to help combat this."
Evergreen is Megan's first job as a nurse practitioner, though she had worked in the healthcare field prior to coming here. "I worked in a hospital as an RN in the ICU. I loved being in the hospital, but Evergreen's culture is much different, and for the better. It feels more collaborative and more like a family here. We have to work closer together and everyone has each other's best interests in mind. We all want to help our patients thrive. I'm proud to be a part of this organization and love telling people what I do and who I work for."
Megan grew up in North Buffalo. "My parents still live in the house I grew up in. It’s a great neighborhood and I spend a lot of time over there. I have one sister but tons of cousins. When I was younger a birthday party was a minimum of 65 family members, and I loved it. I’m very close with my family."
"I stayed local for school and went to D’Youville University for both my undergrad and graduate degree. I worked at Kenmore Mercy Hospital in the ICU. I loved that job and the adrenaline it gave me but floor nursing is tough on the body and I was ready to leave that schedule of overnights and 12-16 hour shifts."
Outside of work, Megan has a variety of interests but she says the most prominent is sports.
"I love football and baseball. I have Bills season tickets, play fantasy football and have away tailgate parties. It’s a huge part of my life in the fall. (Editor's Note: we can vouch for that. Megan is guaranteed to be wearing her Bills gear on Fridays during the football season). I'm also a big Yankees fan. I've played softball since I was 6 and although I no longer play competitively, I play on some rec leagues in the summer with all my friends from high school and college. Outside of sports I love to travel. I have a map of the USA and each state I go to I scratch off. I am at 25 states. I will be scratching off 26 this year when I go to Hawaii. I am a huge Disney fan and take a trip to Disney World almost every year. I love to embrace my inner child. Favorite Disney movie of all time is Snow White. Favorite movie of all time is How to Lose a Guy in 10 Days and favorite TV show of all time is Scrubs. I enjoy being outside and active whether it’s at home taking care of my house, traveling or playing sports."
Whew! That sounds like a full schedule, both at work and after hours. Thank you Megan, for everything you do to help our patients achieve and maintain optimal health. You are appreciated!
PATIENT
experience is always a top priority at Evergreen, but especially so in April as we celebrate Patient Experience Week.
This is a chance to focus on what patient experience is, why it's so important and how all of us contribute to providing the best possible care to everyone we serve. Collin Ranney, patient experience manager, provides a definition: "Patient experience is the sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care."
Providing positive patient experience to every person, every time is more than just the right thing to do. It's good business. Good patient experience improves our reputation in the community, creates positive word of mouth, and leads to stronger patient loyalty, all of which are essential for an organization to survive and flourish.
Evergreen collects feedback about patient experience in a variety of ways, including comment cards, social media, patient advisory groups, an annual survey, and direct comments or complaints. In 2024, a total of 2,591 responses were collected from all patient feedback sources. This information helps us identify areas for improvement or needs that are not being met. It also allows us to strengthen areas where we're already doing a good job. According to feedback collected in 2024:
l 87 percent of our patients would recommend Evergreen to other people
l 88 percent of our patients rated their overall patient experience as above average
l 95 percent of our patients feel they are welcomed by staff
Patient feedback is a critical part of the quality process. Scores, comments (negative and positive) and suggestions are all taken very seriously by leadership. Suggestions especially help us evolve to meet the ever-changing needs of the communities we serve. Watch for more on patient experience at Evergreen on Blink as well as upcoming issues of Connections.
All Evergreen, CAS, and Pride Center staff are invited to join the Fun Collective Employee Resource Group Neighborhood Clean Ups! Our first one this year will be in Downtown Buffalo on Wednesday, May 21. With supervisor approval, you are welcome to participate for a half hour between 11:30AM – 1:30PM. To sign up, please email diversity-inclusion@ evergreenhs.org with the time you are available to participate.
Neighborhood clean ups at other locations will be scheduled in the summer.
Ahunt group is a set of telephone extensions that reach many people in one program area. Hunt groups make finding departments and programs easier, and increase the likelihood that outside callers will be connected to a live person, rather than voicemail.
What happens when you call a hunt group? The four-digit number rings a group of extensions simultaneously in a program area until the caller is connected.
When should I use a hunt group? If you need to transfer a patient call to a program area, such as Mental Health Counseling, Care Coordination, etc. you should always dial a hunt group.
Why should I use a hunt group? Dialing a hunt group greatly increases the chances of connecting callers to a live person when you transfer a call. If you dial an individual’s number, one person will have to handle a high number of calls. The chance of a call going to voicemail is high, due to the person being in a meeting, out of the office, with a patient or on another call. When we transfer to a hunt group, it will ring multiple people and increase the chance of connecting the caller to a live person.
Why shouldn’t I give out my own extension to a patient? Giving your direct extension to a patient can create problems. If you're out of the office and the caller needs a service, no one would know or be able to help them until you check your voicemail upon return. You may want the caller to use your extension one time for a specific reason, but the caller could use it for numerous future calls that have nothing to do with you, causing confusion and unnecessary wait time for the patient as well as increase your own workload. It's best to tell them your name (first and last), your department, and location. The operators will check with you directly before transferring the call or they will utilize the appropriate hunt group if they cannot reach you.
A list of the hunt groups is available on Blink in the Hub under Telephone Systems. If you'd like to know more, need to make changes to a hunt group or discuss adding a new one, use the TDX ticketing system.
You PLUS
(Positive Living, Unified Support) is a new (more on that in a bit) program in the Center for Supportive Services designed for people living with HIV. YouPLUS replaces several previous programs, streamlining the process, reducing redundancy and creating a one-stop shop of HIV services at Evergreen. According to Jenny Carter Domke, senior director of Supportive Services, YouPLUS services include:
l non-medical case management
l medical transportation
l short- and long-term housing support
l health education/risk reduction
l emergency financial assistance
l food bank/home delivered meals
"If you work with our HIV community, a lot of these look familiar," said Domke. "Evergreen has provided many of these services for years. YouPLUS centralizes our HIV services, and creates a single entry point." Repetitive documentation has been shown to be a barrier to patients seeking and retaining care. YouPLUS helps address this issue. It also improves patient access to Evergreen's core support services, such as housing assistance in our HOPWA program.
The YouPLUS "priority population" includes people living with HIV who are experiencing a barrier to retaining their care. Eligibility requirements include proof of HIV status and Western New York residency. Applicants must also meet income eligibility requirements. "We're currently serving about 120 patients," said Domke. "YouPLUS services are available at our 206 S. Elmwood and Prather Avenue locations. As a community, people living with HIV continue to experience stigma. The very existence of Evergreen provides a level of hope, acceptance and support to everyone who comes through our doors."
YouPLUS is now accepting referrals for all services. An easy to navigate YouPLUS referral can be completed and submitted through Medent. Contact Jenny Panzarella (Buffalo) or Kizzy Tell (Jamestown) for more information, and watch for more about YouPLUS in future issues of Connections!
Publisher/Layout
John Carocci
Copy Editors
Jean Conway
Emily McGorry
Kristy Mangel
Maggie Carrig
Contributors
Eric Poniatowski
Christopher Cline
Nancy J. Parisi
Connections is the official monthly newsletter for employees and board members of Evergreen Health and its affilliates, the Pride Center of Western New York and Community Access Services. You can submit photos, comments or a "hello" via Outlook at Evergreen Connections.
Yhandisha Lobley-Thrist April 2
Chelsea Coyne .................................................... April 2
Rosemary Roche April 3
Jennifer Piazza Rudy April 3
Christopher Hall. April 4
Lyndsey Vanderwerf-Kelly April 5
Cynthia Garcia .................................................... April 5
Laurie Matson April 7
Dale Kingston April 7
El Jaramillo April 8
Julie Rapp April 9
Kelly Craig April 11
Chelest Ponzo April 12
Nicole Dommer April 13
Lashariee Wright April 13
Renee Hartson April 13
Matthew Iwanski-Jackson April 15
Laura Bailey April 16
Amanda Dietz April 16
Michael Key ......................................................... April 17
Maria LoTempio April 17
Dawn Ventola April 17
John Argo April 17
Dayseon Richerson April 18
Kristen Bechdel .................................................. April 19
Celina Irwin April 21
Kimberly Harding April 23
Alexander Chesley April 23
Jeante Fitzsimmons April 24
Marielena Quiros April 25
Elijah Jimerson April 25
Carinne Medley April 29
David Pena April 30
Jamie Saucier April 30
Wednesday, April 9 from 9:30–10AM (virtual) Friday, April 11 from 11–11:30AM (in person)
Evergreen Commons Sanctuary, 67 Prospect Avenue
Sign up in Evergreen University HERE .
Kayla Deth, clinical outreach specialist at Hospice & Palliative Care Buffalo, will give an overview of services. This will be a relaxed, informational session beginning with insight into both the Palliative and Hospice programs, and the differences between the two. Case studies will also be shared to explain how your patients with terminal/chronic illnesses may benefit from services.
For information, visit https://www.hospicebuffalo.com/
Have a question or suggestion you’d like to share?
Use the “Ask Ray” form on Blink and submit your question or idea directly to Ray Ganoe, president and CEO. You’ll receive a direct response from Ray within one business week!
Friday, April 25 from 1–4PM
Evergreen Commons Sanctuary
67 Prospect Avenue
Sign up by April 4
If your CPR/AED certification will expire before June 30, 2025, make sure to sign up for this training led by Buffalo CPR. A CPR/AED certification must be renewed every two years, so please confirm with your job description if this certification is required for your role.
NEW! Staff will have the opportunity to learn alongside our patients. A few spots will be reserved for THRIVE patients to participate!
Registration Steps
1. Obtain supervisor approval and department cost code to bill for the $49 CPR/AED fee.
2. Sign up on Evergreen University (click HERE).
3. Email Evergreen Training and Development the department cost code to bill for CPR/AED.
