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VNS Health Editorial Style Guide

Our choice of words tells the world who we are and what we stand for as an organization. As one team, we strengthen our brand and our mission by communicating consistently and with simplicity. This editorial style guide is meant to help us all to communicate better as VNS Health.

This guide complements the VNS Health Brand Guidelines, providing more information about our verbal identity. Although the guide was originally created to meet the unique needs of website content, it has been expanded for additional content, and writers across VNS Health may find it useful.

If you have questions about VNS Health editorial style, please email the rebrand team at [email protected].

The guide will be updated periodically as necessary, so always refer to this live version.

Last updated November 18 2024

Table of Contents

This page contains a lot of information. To search for a particular word or phrase, you can use the keyboard combination CTRL+F on a PC or Command+F on a Mac.

Use the links to jump to the section you’re interested in.

Content Objectives and Guiding Principles
Digital Media Writing 101
Voice and Tone Guidelines
Writing About People
Editorial Style Guidelines
Alphabetical Word List

Content Objectives and Guiding Principles

Objectives

People who need information from VNS Health are often overwhelmed and distracted. Caregivers and patients can be worried or scared. Front office staff and referrers are busy, and they may be confused about the referral process or have questions about which program is right for their client or patient.  

Therefore, the information we provide needs to be:

Simple to understand. Health care is complex, and our audiences often face situations that increase that complexity. We need to provide clear, properly sourced information, organized in a way that makes sense to them.

Easy to access. We need to make it easy for patients, caregivers, plan members, and their families to understand how VNS Health can help. We need to make it easy for professionals and our business partners to access services for their patients and plan members. We need to make it easy for donors and job seekers to complete tasks like making a gift or researching jobs. To make digital content accessible, we must adapt our content for technology like screen readers, and we need to ensure content meets readability guidelines.

Meaningful for our audiences. After reading or viewing information, a user — be it a referral source, a caregiver, a person looking for a health plan, or a prospect for the CMO or MSO — should know that we understand their needs and should choose to engage with VNS Health.

Guiding principles

To make sure that our content is simple to understand:

To make sure that our content is easy to access:

To make sure that our content is meaningful for our audiences:

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Digital Media Writing 101

It’s safe to assume that whatever you’re writing will appear online: thought-leadership articles on Medium, job descriptions on the careers site, a workshop description for the Community Calendar, or content for the public-facing website.

Because so much reading is done online, people’s expectations for what they read have changed, even for print content. Almost all the content that VNS Health produces should be written according to best practices for digital media.

Writing for digital media is different from writing for print. This section covers some of the fundamentals of writing for digital media.

Know the basics

Write useful headlines. Headlines, headings, and page titles often appear out of context — people may see a title in a social media post, in an email newsletter, or in search results, without the full article to give clues about content. People click on headlines that promise to give them valuable information, and they stay on pages that deliver on that promise.

Make information easy to find. Very few people will read every word you write. Most will skim headings to see whether a section might include the information they want. Group related ideas together, and use descriptive headings and subheadings.

Focus your message. Create a hierarchy of information. Start each piece of content and each paragraph with the main point or the most important information.

Be concise. Use short words and sentences. Keep paragraphs short. Start bulleted list items with the main keywords. Cut the fluff.

Be specific. Avoid vague language.

Keep it positive. Tell people what to do, not what NOT to do. Avoid negative phrasing and words like “should” or “ought.”

Be consistent. Stick to the style guidelines outlined here.

Write for the way people read

Nielsen Norman Group found that only 16% of people read online word for word. They skim, they scan. Their gaze pinballs from one part of a page to another. Writing needs to be concise and scannable. Use short paragraphs and sentences. White space makes text easier to read.

Nielsen Norman Group also found that people scan down the left side of bulleted lists, rarely reading beyond the first few words or even characters. Start sentences, headings, and lists with the most important keywords instead of prepositional phrases or dependent clauses. For example:

Use an inverted pyramid structure

Pay attention to readability

Above all, writing needs to be readable. In the same way that our brand guidelines were created to meet visual accessibility standards, our written content needs to meet accessibility standards, and that’s through readability. Test the reading level of your content by using a free online tool such as WebFX, this Flesch–Kincaid calculator, or the readability assessment feature in Microsoft Word.

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Voice and Tone Guidelines

Voice and tone are parts of our verbal identity — how our brand sounds and what it says. This section explains the difference between voice and tone and lays out the elements of each as they apply to VNS Health content.

What are voice and tone?

Think of it this way: Like your personality and your values, your voice doesn’t change. Your tone, however, does change. You might use one tone when talking to a close friend and another when meeting with your boss. Your tone also depends on the emotional state of the person you’re talking to. When you’re talking to a friend who is upset or scared, you would use a different tone than when you’re talking to a friend who is happy.

The same is true for VNS Health. Our voice doesn’t change from day to day or from a webpage to a brochure. It’s consistent whether we’re talking to a patient or a partner. In contrast, our tone will change.

Voice

At VNS Health, we educate people without patronizing or confusing them, whether they know what they need from us or don’t know the first thing about our services. Every word we write informs and encourages.

VNS Health’s voice is the translation of our brand personality and our Core Values — empathy, integrity, and agility — into guidance for our content, whether in words, images, or style.

Empathy: We seek to understand others’ feelings and experiences in order to actively help. Our voice is compassionate, caring, welcoming.

Integrity: We do the right thing even when no one is looking. Our voice is trustworthy, honest, respectful.

Agility: We use experience and creativity to move quickly. Our voice is forward-thinking, collaborative, flexible.

Tone

When you’re writing, consider the reader’s emotional state, and adjust your tone accordingly. Tone is based in empathy and anticipates:

Tone can vary along continuums from:

VNS Health’s tone should lean toward the serious, casual, respectful, and matter-of-fact ends of these continuums:

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Writing About People

General guidance

It’s important to write for and about other people compassionately, inclusively, and respectfully. Being aware of your language will help make VNS Health a better place to work and a better steward of our values.

Language awareness is particularly important when writing for and about communities with a history of being stigmatized, such as people with disabilities, diseases, and other health conditions, including mental health conditions.

Writing respectfully is important even when you’re writing for health care professionals. Health care providers may share content with patients and their families and caregivers. Patients and caregivers may read content intended for professionals. Therefore, you should assume that everyone will see all sections of a document.

Avoid writing as if people from certain communities are interested only in information that pertains specifically to that community. For example, assume that people who identify as LGBTQIA+ will be interested not only in LGBTQIA+ services or programs but also in, say, rehabilitation therapy or caregiver support services.

In general, refer to a person’s age, gender, sexual preference, disability, heritage/nationality, race/ethnicity, health conditions, socioeconomic status, housing status, risk for conditions/hazards, or access to health care services and resources only if that information is relevant to what you are writing.

For additional guidance on inclusive language, you can also refer to Conscious Style Guide, The Diversity Style Guide, and the CDC’s Preferred Terms for Select Population Groups & Communities.

Person-first versus identify-first language

There are two main options for communicating respectfully about communities of people who have historically been stigmatized: person-first language (for example, “person with a disability”) and identity-first language (“disabled person” or “differently abled person”). Some communities prefer the former, and others the latter.

If possible, ask the person you are writing about whether they prefer person-first or identity-first language. In the absence of specific guidance, write the same way that VNS Health provides care: from a person-first perspective. However, when space and readability are concerns, it is OK to use common identity-first language (e.g., “smoker”).

Age

Disability

Gender and sexuality

Heritage and nationality

Medical conditions

Mental and cognitive conditions

Substance use conditions

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Editorial Style Guidelines

“Editorial style” refers to the mechanics of writing and includes some elements of grammar and punctuation. Following editorial style guidelines helps write clearly and consistently. This section will lay out our house style, which applies to all our content unless otherwise noted in this document.

For anything not explicitly covered in this guide, refer to AP Stylebook (see also AP Stylebook‘s latest topical guide online) and Webster’s New World College Dictionary.

For guidance on inclusive language, you can refer to Conscious Style Guide, The Diversity Style Guide, and the CDC’s Preferred Terms for Select Population Groups & Communities.

If you have questions about VNS Health editorial style, please email the rebrand team at [email protected].

Section Table of Contents

Use the links to jump to the section you’re interested in.

Referring to VNS Health
VNS Health Team Names
Health Plan Names
Abbreviations, Acronyms & Short Forms of Institution Names
Numbers
Addresses
Times and Dates
Punctuation
Forming Possessives
Bulleted and Numbered Lists
Capitalization and Other Formatting
Hyphenation
Gendered Pronouns
Quotations
Footnotes
URLs

Referring to VNS Health

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VNS Health team names

For additional guidance regarding names of VNS Health teams, as well as programs and services, see VNS Health Teams and Terminology Guidance.

If you don’t see a particular team, program, or service listed in these documents, you can assume that the VNS Health name is the same as the VNSNY name: e.g., the Legal team, the Human Resources team.

Legally binding documents (e.g., contracts) must reflect the appropriate entity’s legal name and d/b/a; for questions, speak with the Legal team.

VNSNY terminologyVNS Health terminology
Visiting Nurse Service of New York (VNSNY)VNS Health
Home CareHome Care
VNS Health Home Care
the Home Care term
our home care services
your home care nurse
Partners in CarePersonal Care
VNS Health Personal Care
the Personal Care team
our personal care services
Hospice and Palliative CareHospice Care
VNS Health Hospice Care
the Hospice Care team
our hospice care services
your hospice care team/nurse
Community Mental Health ServicesBehavioral Health
the Behavioral Health team from VNS Health
the Behavioral Health team
our behavioral health services

Avoid using “VNS Health Behavioral Health” or “the VNS Health Behavioral Health team.” These usages can be misread as implying that VNS Health Behavioral Health is a official line of business with a d/b/a.
Care360° SolutionsCare Management
the Care Management team from VNS Health
the Care Management team
our care management services

Avoid using “VNS Health Care Management” or “the VNS Health Care Management team.” These usages can be misread as implying that VNS Health Care Management is a official line of business with a d/b/a.

Note that you can use “Professional Solutions team” as a blanket term to refer to the VNS Health Care Management and VNS Health MSO teams.
ESPRIT Medical CareMedical Care at Home

Don’t use in consumer-facing content.
VNSNY CHOICEAlthough “VNS Health Health Plans” is the d/b/a, avoid using it if possible.

On the VNS Health Health Plans website, you can use “we” or “our team” because it will be clear who “we” and “our” refer to.

Don’t use “Health Plans from VNS Health” or “Health Plans” to refer to the organization; this is to prevent anyone from misinterpreting these phrases as d/b/a names.

Don’t use “VNS Health Plans.”

Note that “health plans from VNS Health” refers to the plans, not the organization that offers the plans.
Management Services OrganizationManagement Services Organization or MSO
VNS Health Management Services Organization
VNS Health MSO

Note that you can use “Professional Solutions team” as a blanket term to refer to the VNS Health Care Management and VNS Health MSO teams.
Center for Home Care Policy & ResearchCenter for Home Care Policy & Research at VNS Health
the Research Center
the center

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Names of health plans from VNS Health

VNSNY CHOICE is now VNS Health Health Plans (d/b/a). 

The plan type (HMO or HMO D-SNP) must be included with the plan name at the first mention in materials for our Medicare line of business.

Plan nameExamples of how to use
VNS Health Health Plans (d/b/a)
(formerly VNSNY CHOICE)		Although “VNS Health Health Plans” is the d/b/a, avoid using it if possible.

On the VNS Health Health Plans website, you can use “we” or “our team” because it will be clear who “we” and “our” refer to.

Don’t use “Health Plans from VNS Health” or “Health Plans” to refer to the organization; this is to prevent anyone from misinterpreting these phrases as d/b/a names.

Don’t use “VNS Health Plans.”

Note that “health plans from VNS Health” refers to the plans, not the organization that offers the plans.
VNS Health Medicare (HMO)
(formerly VNSNY CHOICE Medicare)		“VNS Health Medicare (HMO)” refers to our portfolio of Medicare Advantage plans (EasyCare, EasyCare Plus, and Total): it can be used when referring to all three plans or when referencing information that applies to all three plans.
VNS Health EasyCare (HMO)
(formerly VNSNY CHOICE EasyCare)		Use “VNS Health EasyCare (HMO)” on first mention and “VNS Health EasyCare” or “the plan” on subsequent mentions. Avoid using “EasyCare.”*

In member communications, you can also use “your Care Team,” “your plan,” or “we.”

This is a Medicare Advantage plan.
VNS Health EasyCare Plus (HMO D-SNP)
(formerly VNSNY CHOICE EasyCare Plus)		Use “VNS Health EasyCare Plus (HMO D-SNP)” on first mention and “VNS Health EasyCare” or “the plan” on subsequent mentions. Avoid using “EasyCare Plus.”*

In member communications, you can also use “your Care Team,” “your plan,” or “we.”

This is a Medicare Advantage plan.
VNS Health Total (HMO D-SNP)
(formerly VNSNY CHOICE Total)		Use “VNS Health Total (HMO D-SNP)” on first mention and “VNS Health Total” or “the plan” on subsequent mentions. Avoid using “Total.”*

In member communications, you can also use “your care team,” “your plan,” or “we.”

This plan brings together Medicare Advantage and Medicaid Managed Long Term Care.
VNS Health MLTC
(formerly VNSNY CHOICE MLTC)		Use “VNS Health MLTC” on first mention and “the plan” on subsequent mentions.

In member communications, you can also use “your Care Team,” “your plan,” or “we.”

This is a Medicaid Managed Long Term Care plan.
SelectHealth from VNS Health
(formerly Select Health from VNSNY CHOICE)		Use “SelectHealth from VNS Health” on first mention and “SelectHealth” or “the plan” on subsequent mentions.

In member communications, you can also use “your Care Team,” “your plan,” or “we.”

This is a specialized Medicaid plan.

*For marketing materials, there may be exceptions regarding how to refer to plans on subsequent mentions. If you have questions, check with the VNS Health Health Plans Marketing team.

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Abbreviations, acronyms & short forms of institution names

See Alphabetical Word List for additional examples.

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Numbers

Generally follow AP style for anything not listed here.

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Addresses

Use the following formats for addresses:

VNS Health
[Team/program/plan name – department: e.g., Health Plans – MEU]
220 East 42nd Street
New York, NY 10017

or

VNS Health, [team/program/plan name – department e.g., Health Plans – MEU], 220 East 42nd Street, New York, NY 10017

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Times and dates

Generally follow AP style:

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Punctuation

Don’t include punctuation in link text: e.g., Use “Here is some link text,” not “Here is some link text.“

Periods

Commas

Colons

Semicolons

Use semicolons only between two complete sentences or in lists in which the list items contain internal commas:

Em dashes

En dashes

Exclamation points and question marks

Punctuation with quotation marks

Ellipsis

Follow AP style:

Ampersand

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Forming possessives

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Bulleted and numbered lists

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Capitalization and other formatting

See Alphabetical Word List for additional examples.

All capitals

Text in title case (such as headings)

VNS Health team and program names

Note: Use “team” as the default term for groups within VNS Health.

Job titles

Note: The first time you mention a team member in writing, refer to them by their first and last names. On subsequent mentions, refer to them by their first name only.

For job titles, generally follow AP style, which favors lowercase titles in running text. Note that this “down” style of capitalization is a departure from the style we have used in the past. Here are some examples:

Prepositions

Composition and event titles

Email subject lines

Hashtags

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Hyphenation

See Alphabetical Word List for specific examples.

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Gendered pronouns

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Quotations

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Footnotes

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URLs

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Alphabetical Word List

For anything not explicitly covered in this list, refer to AP Stylebook (see also AP Stylebook‘s latest topical guide online) and Webster’s New World College Dictionary.

If you have questions about VNS Health editorial style, please email the rebrand team at [email protected].

Abbreviations that may be used in this list: n = noun, v = verb, a = adjective, pa = predicate adjective, s = singular, pl = plural, adv = adverb, poss = possessive.

Use the links below to jump to the section you’re interested in.

A–C

above-and-beyond (a, adv)

academic disciplines, use lowercase: e.g., biology, medicine, chemistry, nursing, psychology

accountable care organization (ACO)

activities of daily living (ADLs)

acute care (n), acute-care (a): e.g., acute-care setting

Adult Mobile Crisis Team(s)

advance care plan(ning), advance directive, advance care directive

advanced illness management expert

advanced patient monitoring

advanced practice nurse, not advance practice nurse

AdvantAge Initiative, the

advisor not adviser (deviation from AP style)

African American (n, a)

aftercare (n)

after-surgery care (n)

age-appropriate (a), age appropriate (pa): e.g, age-appropriate care, care that is age appropriate

Agency for Healthcare Research and Quality (AHRQ)

all-too-familiar (a), all too familiar (pa): e.g., an all-too-familiar scenario, a scenario that is all too familiar

Alzheimer’s disease, Alzheimer’s

annual enrollment period (AEP)

anti constructions, generally don’t hyphenate (departure from AP style): e.g., antihistamine, antiviral, but anti-trans, anti-wandering, anti-bias, anti-racism

Article 31 Outpatient Clinic

Assertive Community Treatment (ACT)

assisted living facility

at-risk (a), at risk (pa): e.g., at-risk children, children at risk

backup (n, a), back up (v)

bedbound

behavioral health (n, a; generic descriptive phrase): e.g., behavioral health care, behavioral health nurse, behavioral health services

Behavioral Health (uppercase when referring to the Behavioral Health team from VNS Health)

Behavioral Health Community Transitions

benefit management (a, n), not benefits management

bereavement program, the VNS Health; grief support groups

best-in-class (a, pa): e.g., best-in-class performance

best-practice (a), best practices (n)

bi constructions, generally don’t hyphenate: e.g., bimonthly

BIPOC (Black, Indigenous, and people of color) (a)

Black: Use to refer to race, culture, etc.

board of directors, the VNS Health

board of trustees

board-certified (a), board certified (pa): e.g., board-certified physicians, physicians who are board certified

brain-boosting (a)

brand-building (a)

Bronx, the; the South Bronx

business-to-business (a)

care coordination program

care delivery (a, n)

Care Management (uppercase when referring to VNS Health team)

care management (a, n; lowercase when referring to the services): e.g., care management model (n)

care management organization (generic descriptive phrase, CMO)

care management services (generic descriptive phrase): e.g., comprehensive care management, transitional care management, longitudinal care management, complex care management, geriatric care management, palliative care management, managed care contracting, hospice benefit management

care manager (lowercase even in health plans contexts)

Care Team (capitalize in health plans contexts): e.g., “If you have questions about your plan, contact your Care Team.”

caregiver(s): Remember that family caregivers may be chosen family rather than biological family and that a spousal caregiver may not be a husband or a wife

caregiver support services (lowercase when referring to the suite of services, treat as a plural noun)

Caregiver Support Services (uppercase when referring to the team, treat as a singular noun: e.g., “Caregiver Support Services is working on it.”)

caregiver, caregiving (n, a)

Caring Delivered (newsletter title, no quotation marks)

case: Never refer to people as “cases.”

caseload

cell phone, but smartphone

Center for Home Care Policy & Research at VNS Health; the Research Center at VNS Health, the Research Center, the Research Center team, the center, not CHCPR

Centers for Disease Control and Prevention (CDC, treat as a singular noun)

Centers for Medicare & Medicaid Services (CMS, treat as a singular noun)

certified home health agency (CHHA), Medicare-certified home health agency, not Medicare-certified Home Health Agency

chair lift

charitable care and community benefit programs (generic descriptive phrase), VNS Health

CHHA (certified home health agency)

chief administrative officer, chief executive officer (CEO), chief experience officer (CXO), chief financial officer (CFO), chief marketing officer, chief strategy officer, chief people officer, chief of provider services (all lowercase when used without a person’s name or when used with commas; see Job Titles)

Children & Family Support Team (CFST)

children and family services (generic descriptive phrase)

Children’s Health Home, the Children’s Health Home program

Children’s Mobile Crisis Team(s) (CMCTs)

child-safety tip

Chinatown Neighborhood Naturally Occurring Retirement Community, the; the NNORC

Chinese American (a, n)

Chinese American Coalition for Compassionate Care

cholesterol, “bad”

chronic care management (n), chronic condition management (n)

cisgender (a)

clinical assessments

clinical care activities

clinician toolkit

CMO (care management organization)

CMS (Centers for Medicare and Medicaid Services, federal agency)

co constructions, generally don’t hyphenate: e.g., copay, comorbid, cooperate, coordinate but co-author, co-investigator, co-leader, co-worker (i.e., use a hyphen with words that indicate occupation or status)

cognitive behavioral therapy

Community Calendar, the VNS Health; the Community Calendar

community centers, the VNS Health (don’t capitalize plural form); the VNS Health Community Center in Chinatown/Flushing/Sunset Park; the community center in Chinatown/Flushing/Sunset Park (don’t capitalized unless preceded by “VNS Health”)

Community Collaborations

community health nurse

Community Impact Report (title of report)

community outreach (a, n), community outreach programs and services

community-based (a), community based (pa)

community-based health nursing (n)

companion care (n, a)

Compliance Hotline

compliant/noncompliant: Avoid these terms, which have judgmental overtones and suggest that a patient is deliberately refusing to follow orders. Instead use “adherent” or “nonadherent.” It’s OK to use “compliant” in health plans copy.

condition: use in preference to “disorder” (e.g., “behavioral health condition”), except in cases in which “disorder” is standard (e.g., “post-traumatic stress disorder” and “substance use disorder”)

consumer/customer: Avoid in external communications. Instead use “people,” “individuals,” “patients,” or “members” for those we serve; and use “partners” for those with whom we do business.

Consumer Directed Personal Assistance Program (CDPAP), Consumer Directed Personal Assistance Services (CDPAS)

Contact Center or Contact Center Shared Service, VNS Health

contact-tracing (a), contract tracing (n)

continuation of care (n)

copay

COPD-related (a)

Core Values, VNS Health: empathy, integrity, and agility

coronavirus, SARS-CoV-2 (n, a; both of these refer to viruses, not the diseases they cause)

cost effectiveness

cost-effective (a), cost effective (pa)

County, Westchester; but Nassau, Suffolk, and Westchester counties, not Nassau, Suffolk, and Westchester Counties

COVID, long (n, a)

COVID-19 (n, a; refers to the coronavirus disease caused by the SARS-CoV-2 virus); include “-19” at first mention, then shorten to “COVID”

COVID-positive (a), COVID positive (pa)

COVID vaccine (n, a)

co-worker

crisis management services

cultural competency (n, a)

cultural outreach (n, a)

cultural sensitivity training, cultural competency training (offered by SAGECare)

customer/consumer: Avoid in external communications. Instead use “people,” “individuals,” “patients,” or “members” for those we serve; and use “partners” for those with whom we do business.

customer service representative with VNS Health, a

D–F

Daylight Saving Time, not Daylight Savings Time

daytime (a, n)

day-to-day (a), day to day (pa)

decision-making (a, n), decision-maker (a, n)

degrees, academic: bachelor’s degree, master’s degree, associate degree, doctorate, Bachelor of Science (BS), BS in mechanical engineering, but Bachelor of Science in Nursing (BSN), Doctor of Education (EdD), Doctor of Medicine (MD), Doctor of Nursing Practice (DNP), Doctor of Osteopathic Medicine (DO), Juris Doctor (JD), Master of Arts (MA), Master of Business Administration (MBA), Master of Divinity (MDiv), Master of Fine Arts (MFA), Master of Public Administration (MPA), Master of Science (MS), Master of Science (MS) in mechanical engineering, but Master of Science in Nursing (MSN), PhD, Master of Social Work (MSW)

dementia, dementias:

dementia care

Dementia Care at Home (VNS Health program)

Department of Health, New York State (NYSDOH)

diabetes nurse specialist

diabetes, type 1 diabetes, type 2 diabetes

dietitian, not dietician

director (occupational title, do not capitalize)

direct-to-consumer (a)

disability-related (a), disability related (pa)

discrimination-free (a), discrimination free (pa)

disease/illness (can be used interchangeably)

disorder: avoid where possible; use “condition” instead, except in cases in which “disorder” is standard (e.g., “post-traumatic stress disorder” and “substance use disorder”)

do not resuscitate (DNR) order

doctor’s appointment/visit, doctor’s appointments/visits

drugmaker (n)

early-intervention (a)

elder care (n), elder care (a): e.g., elder care locator/mediator

electronic health record (EHR), electronic medical record (EMR)

email, not e-mail

emotional support and spiritual care

employee flu vaccination program

employee giving plan

end-of-life (a), end of life (n): e.g., end-of-life care, care at the end of life

end-stage (a), stage 4

e-newsletter

equal-opportunity (a)

evidence-based (a)

Explanation of Benefits (EOB), Explanation of Payment

F.A.S.T (stroke awareness signs)

FAAN (fellow, American Academy of Nursing)

face mask (n)

Facebook, Facebook Live, Facebook Messenger; like (no quotation marks) us on Facebook

FaceTime

fall prevention, not falls prevention; fall risk, not falls risk

fall-proof (v), not safety-proof

family care coordinator

family-centered (a)

FAST scale, the

fast-paced (a), fast paced (pa)

father/mother/parent

Father’s Day

FDA-authorized (a), FDA authorized (pa)

federally qualified health center (n)

fee-for-service (a)

file sharing (n, a)

first-of-its-kind (a)

Flesch Reading Ease formula

Flex Card, Flex debit card

flexi-schedule

flu pandemic (n, 1918)

follow-up (n, a)

free-standing (a)

FRIENDS Clinic, the

front line(s) (n), frontline (a)

Frontline, VNS Health

full-time (a), full-timer (n)

Functional Assessment Staging scale, the; the FAST scale

fundraise (v)

G–I

gay rights movement

gender: Use “gender affirmation surgery,” not “gender reassignment surgery”; use “gender-affirming” (a), “gender affirming” (pa), “gender-nonconforming” (a), and “gender nonconforming” (pa); use “nonbinary”

Gender Affirmation Program (GAP), not GAP Program or GAP program

gender-affirming (a), gender affirming (pa)

gender-nonconforming (a), gender nonconforming (pa)

geriatric care management, geriatric care management services, geriatric care manager

geriatric community outreach

Geriatric Mental Health Initiative (GMHI)

geriatric mental health treatment services

Geriatric Mobile Outreach (program name)

GNP-BC (gerontology NP certification)

grab bar

Greater New York Hospital Association

grief support group

guide titles: use title style capitalization and no quotation marks, e.g., Guide to Long-Term Care

health care (n, a), not healthcare: e.g., health care proxy, health care innovation, health care agent; retain “healthcare” when it appears in a brand name or a direct quotation

health care desert: OK to use for business/medical audience or in the context of social determinants of health, but do not write things like “If you live in a health care desert …”

health care escorts

health coach training class

Health Home care management

Health Home, Health Home program

health insurance card

health insurance status: Instead of “uninsured,” use “person who is underinsured” or “person who does not have health insurance”

health plan (a): e.g., health plan information, not health plans information

health plan advisor

Health Plans, VNS Health (d/b/a)

health plans from VNS Health (n, lowercase when referring to the plans)

health professional, not health care professional

health-related (a)

heart failure (n, a)

heart-healthy (a), heart healthy (pa)

helpline, the VNS Health; caregiver helpline; 24/7 helpline; 24/7/365 helpline; round-the-clock caregiver helpline

Henry Street Settlement, the

Henry Street Settlement Community Day

heritage: Don’t use a hyphen for people with dual heritage/nationality. For example, use African American (n, a, pa) and Chinese American (n, a, pa) not African-American” or “Chinese-American.”

HHA (home health aide), an HHA, not a HHA

HHC (home health care, note that the preferred term as part of the VNS Health rebrand is “home care”)

highly skilled professionals

high-quality (a), high-risk (a), high-utilization (a)

HIPAA (Health Insurance Portability and Accountability Act

HIV viral load suppression

HIV/AIDS, people with HIV, not people living with HIV

HIV-positive (a), HIV positive (pa)

home and community health industry, home and community health care

home- and community-based (a): e.g., home- and community-based health care

home care (a, n; lowercase when referring to the services): e.g., home care nursing, home care delivery

Home Care (uppercase when referring to VNS Health team)

home care (lowercase when referring to the services; prefer over “home health care”)

Home Care Association of New York State

home health (a): e.g., home health aide, home health aide work

Home Health Care News (website, no italics or quotation marks)

home safety (a, n): e.g., home safety screening

home-based (a)

Home-Based Crisis Intervention (HBCI) program

HomeCare magazine

home infusion pharmacy

home-delivered meals provider

home-delivery (a)

homelessness: Instead of “homeless people,” “the homeless,” or “transient populations,” use “people experiencing homelessness,” “clients who are accessing homeless services,” “people who are not securely housed,” or “unhoused individuals”

HOPE (Hospice Outreach Patient and Provider Education) Program (a VNS Health program)

HOPE tool (Hospice Outcomes & Patient Evaluation tool, a CMS tool)

Hospice Care (uppercase when referring to VNS Health team)

hospice care (a, lowercase when referring to the services): e.g., hospice care services, hospice care liaison, hospice care admissions nurse, hospice care home health aide; see also “in-home hospice care”

hospice care nurse, your VNS Health; not your VNS Health Hospice Care nurse

hospice care programs, VNS Health

hospice care services (lowercase when referring to the services)

hospice care team, your; hospice care nurse; hospice care physician (lowercase when referring to field teams and team members)

hospice care, hospice care at home (lowercase when referring to the services); see also “in-home hospice care”

hospice comfort pack

Hospice Fellowship Training Program

Hospice Outcomes & Patient Evaluation (HOPE) tool (a CMS tool)

Hospice Outreach Patient and Provider Education (HOPE) Program (a VNS Health program)

hospice residence, the; the residence; Shirley Goodman and Himan Brown Hospice Residence, the (use full name at first mention)

hospice user; hospice non-user, not non-hospice user

Hospital for Special Surgery (HSS)

hospitalization care at home

human resource professionals

hyphenated Americans, don’t use a hyphen: e.g., African American (n, a), Chinese American (n, a)

identity: Use “identity-affirming” (a), “identity affirming” (pa), “identity-specific” (a), or “identity specific” (pa)

identity-first (a)

identity-specific (a), identity specific (pa)

illness/disease (can be used interchangeably)

in between (adv, prep, pa), in-between (a)

in person (pa, adv), in-person (a)

Inclusion Council, the VNS Health; the council

income-based (a), income based (pa)

independent living facility

Indian Health Service/Tribal/Urban Indian Health Program (I/T/U) pharmacy

indigenous (a): Use lowercase for things like “members of an ethnic group that is indigenous to Hawaii” but uppercase for things like “Indigenous people of the Pacific Islands” and “Indigenous culture.” If possible (and where relevant), use a person’s specific affiliation (such as their tribe).

infection control practices

in-home (a), in-office (a), in-person (a), in-season (a), in-facility (a)

in-home hospice care, not home hospice care

in-home hospice care provider, in-home hospice care services

inpatient-level (a)

intake nurse

Intensive Mobile Treatment (IMT)

interdisciplinary

internet

J–M

knee replacement surgery

late 19th century (n), late-19th-century (a)

Learning Healthcare System (LHS), not Learning Health Care System

lesbian, gay, bisexual, transgender, queer or questioning, intersex, asexual, and more (LGBTQIA+)

Level Five hospice partner (We Honor Veterans), Level Five status

Lewy body dementia

LGBTQIA+ (lesbian, gay, bisexual, transgender, queer or questioning, intersex, asexual, and more ): Use for all VNS Health programs. There is no need to define LGBTQIA+ or any variants in content aimed at members of the community or at health care providers. Use “LGBTQIA+ friendly,” “LGBTQIA+ focused,” “LGBTQIA+ affirming” etc. (a, no hyphen). Don’t use “LGBTQIA+” for LGBTQ Health Care Bill of Rights or for SAGECare training/credential (which is LGBT).

LGBTQ+ Care Type (care delivery model, suite of services)

LGBT cultural competency training provided by SAGECare

LGBTQ Health Care Bill of Rights (NYC), not LGBTQIA+ Health Care Bill of Rights

LGBTQ+ Outreach, the LGBTQ+ Outreach program (VNS Health program)

LGBTQIA+ rights movement

licensed health care services agency (LHCSA)

licensed master social worker (LMSW)

licensed practical nurse (LPN)

licensed social worker (LSW)

life-limiting illness

Lillian Wald Pioneering and Innovation Award

livestream, livestreamed

lockdown

log in (v), login (a), log on to, log in to (v, not onto or into)

long-distance caregiver

long-standing (a)

long-term care insurance, but Managed Long Term Care (insurance plan)

long-term care, long-term illness

Lower East Side, Lower West Side

lower-income (a), low-income (a): e.g., low-income health insurance

licensed practical nurse (LPN)

ly adverbs, don’t hyphenate: e.g., highly trained nurses, not highly-trained nurses

maker and making constructions, generally follow Webster’s New World College Dictionary. If the construction is not listed there, use two words for the verb form and hyphenate any noun or adjective forms. Examples include drugmaker (n), policymaker (n), decision-making (a, n), decision-maker (a, n).

managed care (a, n): e.g., managed care contracting

managed long-term care (n, a; generic descriptive phrase), but Managed Long Term Care (insurance plan)

management services organization (generic descriptive phrase)

Management Services Organization, the VNS Health  (uppercase when referring to the VNS Health team)

manager (occupational title, do not capitalize)

Manhattan, Upper; Lower Manhattan; Midtown Manhattan

Marren Leadership Award

Martin Luther King Jr. (no comma before “Jr.”)

master: Avoid terms like “master list” and “master copy”; instead use “overview,” “key,” “main list,” “primary/complete list,” or “original document.”

Maternity, Newborn & Pediatrics (MNP) program

Meals on Wheels

meaning-centered psychotherapy (n)

Medicaid HIV/AIDS Special Needs Plan (SNP)

Medicaid-eligible (a)

Medical Care at Home (formerly ESPRIT Medical Care), don’t use in consumer-facing content

member: Be careful when referring to different types of members in one sentence or paragraph. For example, instead of “Health plan members should contact a Care Team member,” write “Health plan members should contact their Care Team.”

member-facing (a)

mental health (n, a)

mental health specialist

mental illness: Instead of “the mentally ill,” use “people with a mental illness” or “people with a pre-existing behavioral health condition.”

mid constructions, generally don’t hyphenate: e.g., midrecovery, midwinter

mission-driven (a), mission driven (pa)

Mobile Crisis Team(s) (MCTs)

more than 125 years, not over 125 years, when referring to VNS Health history

mother/father/parent

Mother’s Day

Mount Sinai Health System

multi constructions, generally don’t hyphenate: e.g., multiyear, multifaceted, multidisciplinary but multi-institution

My Home Care app, VNS Health’s mobile app

N–P

NAMI NYC Helpline

Nassau County–based (a, note en dash)

Native American, not American Indian. Avoid “Native American” when referring to an individual or individuals from a single tribe; instead, use the name of the specific tribe, if possible.

natural language processing

naturally occurring retirement community, a (a NORC); naturally occurring retirement communities (NORCs); but the Chinatown Neighborhood Naturally Occurring Retirement Community, the NNORC (VNS Health)

New Year’s Eve, New Year’s Day, New Year’s resolutions

New York City Department of Health and Mental Hygiene

New York City, NYC, the city

New York Harbor

New York State, NYS, the state

New York Times, the

New York-Presbyterian Hospital (NYP) (no “the”)

nighttime (n, a)

non constructions, generally don’t hyphenate: e.g., nondiscrimination, nonslip, nonprofit, nonunion, nonbinary, but non-electronic, non-essential, non-LGBTQIA+

NNORC, the; the Chinatown Neighborhood Naturally Occurring Retirement Community

NORC, a; a naturally occurring retirement community

not-for-profit (n, a), nonprofit (n, a)

nurse, community health; behavioral health nurse; registered nurse (RN); licensed practical nurse (LNP)

Nurse-Family Partnership (NFP); the NFP program; VNS Health’s NFP, an NFP nurse

Nurse-Family Partnership Alumni Alliance

Nurse Residency Program (VNS Health program)

NYC COVID-19 Homebound Vaccination Program

NYC Pride March

NYC-funded

NYP/Columbia Campus, the

NYS Department of Health (NYSDOH)

NYU Langone Health or NYU Langone, not New York University-Langone

OK, not okay

once-joyful (a)

one-on-one (a, pa, adv)

ongoing

online

online referral form, not e-referral form (this applies to the home care referral form; the current online hospice care referral form is referred to as an e-referral form)

on-site (a), on site (pa)

On-site school-based clinics at PS 369 and MS 179 (generic term)

open-source (a)

oral health (a, n)

Outcome Assessment and Information Set (OASIS)

out-of-pocket (a), out of pocket (adv): e.g., out-of-pocket expense, paid for out of pocket

Outpatient Mental Health Clinic

outreach programs (generic descriptive phrase)

over constructions, generally don’t hyphenate: e.g., overreliance, overexert

Parachute, Parachute program (VNS Health program)

paramedicine (n)

parent/father/mother

Parkinson’s disease, Parkinson’s

partners: Use for those with whom VNS Health does business

part-time (a), part time (pa)

Pathway Home

patient and family services

Patient Assistance Fund, VNS Health

Patient Care Services, Patient Care Services in the Bronx

patient-centered (a)

Patient-Driven Groupings Model (PDGM, a CMS model)

payer, not payor

payment reform (a, n)

pdf, not PDF

PERS (Personal Emergency Response System)

person-first (a)

personal care services

Personal Emergency Response System (PERS)

protected health information (PHI)

personal protective equipment (PPE)

personally identifiable information (PII)

person-centric (a)

PhD, PhDs

PHI (protected health information)

physician assistant, not physicians assistant or physician’s assistant

physician-led (a), physician led (pa)

PII (personally identifiable information)

pillbox

platforms, provider, VNS Health: HCHB Provider Link portal, Focura Circle E-Signature Platform, CarePort (AllScripts/ECIN)

platforms, provider, VNS Health Health Plans: Availity(‘s) portal or Availity(‘s) provider portal, HHAeXchange Portal

PMHNP-BC (mental health NP certification)

policymaker, policymaking

population health (n, a): e.g., population health management

Population Health team (VNS Health)

portals, VNS Health: HCHB Provider Link portal, Focura Circle E-Signature Platform, CarePort (AllScripts/ECIN)

portals, VNS Health Health Plans: Availity(‘s) portal or Availity(‘s) provider portal, HHAeXchange Portal

post constructions, generally don’t hyphenate: e.g., postsurgery, poststroke, postdischarge, but post-acute, post-operative, post-traumatic stress disorder (PTSD), post-hospital, post-program

power(s) of attorney for medical (financial) decisions

pre constructions, generally don’t hyphenate: e.g., preapproved, preempt, prenatal, preexisting, predispose prepaid, but pre-enrollment, pre-COVID

Presidents’ Day

preventive, not preventative: e.g., preventive care screening

Pride (referring to events honoring LGBTQIA+ communities), Pride pin

primary care provider (n)

private nursing care, private nurse; avoid “private-duty” and “private care nursing”

private-pay (a): e.g., private-pay care, private-pay home health aide, private-pay nursing, private-pay services

Professional Solutions, Professional Solutions team: blanket term that can be used to refer to the VNS Health Care Management and VNS Health MSO teams

professional solutions (generic descriptive phrase)

Promise Zone

provider platforms (VNS Health)

psychiatric social worker

psychosocial, psychospiritual

Q–U

quality of life (n), quality-of-life (a)

quality improvement metrics (n)

quality outcomes (n)

racial and ethnic groups: Use phrases like “Native American” (n, a), “Alaska Native” (n, a), “Native Hawaiian” (n, a), “Pacific Islander” (n, a), “Hispanic” (a), “person of multiple races” (n), and “people from some racial and ethnic groups” (n). Avoid “Native American” when referring to an individual or individuals from a single tribe; instead, use the name of the their tribe, if possible.

re constructions, generally don’t hyphenate: e.g., readmission, rebranding, rehospitalization, reexamine but re-cover (cover again), re-sign (sign again)

referral center, the VNS Health

registered dietitian, not registered dietician

registered nurse (RN)

rehabilitation therapy, rehabilitation therapist, rehab therapist

revenue-generating (a)

risk: Instead of “at-risk/high-risk people,” use something like “people who are at risk/at higher risk for [condition or hazard].”

risk-based payment model

round-the-clock (a), around the clock (pa): e.g., round-the-clock helpline, the helpline is available around the clock

Safe Pathways program (n)

safety net (n), safety-net (a): e.g., safety-net health care organization

SAGE (no longer an acronym, so do not spell out)

SAGE AdvantAge Initiative Survey of LGBTQ+ Older Adults, SAGE AdvantAge Initiative Survey of LGBTQ+ Older Adults in NYC

SAGECare credentials/certifications/levels (Bronze, Silver, Gold, or Platinum certification/credential/level): e.g., Platinum LGBT cultural competency credential from SAGECare, SAGECare Platinum LGBT cultural competency credential

SAGECare cultural competency training

SAGECare (credentialing organization that offers LGBT training courses)

sandwich generation

Seasons of Life (newsletter title, no quotation marks)

self constructions, always hyphenate: e.g., self-care, self-isolate (v), self-isolation (n)

seniors: Avoid if possible, use “older adults” instead

sepsis screening protocol

September 11, 9/11

setting of care (n)

Shirley Goodman and Himan Brown Hospice Residence, the (use full name at first mention); the hospice residence; the residence

shoulder replacement surgery

shout-out (n)

skill set

skilled home care services, skilled nursing care services

skilled nursing facility (SNF)

skills-refresh program

smartphone, but cell phone

SNF (skilled nursing facility)

SNP (Special Needs Plan)

SOC (start of care)

social distancing (n, a); e.g., social distancing requirements

social services (n, a): e.g., social services setting

social work (n, a): e.g., social work professional

socioeconomic (a)

socioeconomic status: Instead of “poverty-stricken” or “the poor,” use something like “people with lower incomes,” “people with incomes below the federal poverty level,” or “people experiencing poverty.”

soon-to-be (a)

South Bronx, the

speaking constructions, always hyphenate as adjectives: e.g., Spanish-speaking, Chinese-speaking

specialty hospice programs

specialized fluid-management protocol

speech-language pathologist, prefer over speech therapist

speech-language therapy, prefer over speech therapy (don’t use “speech-language pathology” to refer to the therapy, OK to use it to refer to the field)

spiritual care (n, a): e.g., spiritual care counselor, spiritual care manager

staff: Refer to VNS employees as team members, colleagues, co-workers, or employees, rather than as staff. Where appropriate, use “frontline team member” for those who care for or interact with patients, plan members, or caregivers.

stage 4 (e.g., cancer)

stakeholder (n)

start of care (SOC)

step-by-step (a), step by step (adv): e.g., step-by-step process, take it step by step

STI, an, not a STI

Stonewall riots, Stonewall protests, Stonewall uprising, Stonewall Generation

story of care (n)

stress-busting (a)

stroke care (n, a)

substance use (a, n), prefer over substance abuse

substance use disorder (SUD)

Suicide & Crisis Lifeline, 988, the; the 988 Suicide & Crisis Lifeline; the 988 Lifeline

sundowning (n, a)

supervisor (occupational title, do not capitalize)

talent management and organizational development (n, generic descriptive phrase)

telehealth, telemedicine

then compounds: e.g., then-headquarters, but then Secretary of the Treasury Alexander Hamilton

too, don’t precede with comma unless needed for emphasis

toolkit

toward (preferred spelling in US English), not towards (UK English)

transitional care management

trauma-informed care

trip hazards

Triple Aim

triple-digit (a)

Twitter, tweet (n, v)

type 2 diabetes, type 1 diabetes

unbiased, not nonbiased or non-biased

underserved (a): Instead of “the underserved” or “underserved people/communities,” use something like “people/communities who are underserved by [specific service/resource]” or “people who are medically underserved.”

undertrained, underutilization, undermanaged

Uniform Assessment System

upstate New York

US military, US Armed Forces, US Army

US Constitution

US, USA

V–Z

VA, the (the Department of Veterans Affairs); do not use “VA” to stand for “Veterans Administration” (see below)

vacuum-assisted closure (VAC)

value-based (a), value based (pa)

Value-Based Insurance Design (VBID) Model

Value-Based Insurance Design (VBID) Model Hospice Benefit Component; can be shortened to “VIBD Hospice”: e.g., VBID Hospice support, VBID Hospice demonstration, VBID Hospice application

Veterans Administration, do not use (see below)

Veterans Affairs, the Department of; the VA: Note that “VA” stands for “Veterans Affairs,” and it should not be used to stand for “Veterans Administration.” There are three veterans administrations in the VA, so use either “Veterans Health Administration” or “Veterans Benefits Administration” depending on context. If you’re not sure which one to use (it’s complicated), stick with “the Department of Veterans Affairs” at first mention and “the VA” at subsequent mentions (if the term is used frequently enough to warrant introduction of the abbreviation).

veterans benefits, not veterans’ benefits, veteran’s benefits, or veteran benefits

Veterans Benefits Administration (VBA, one of three administrations in the Department of Veterans Affairs)

Veterans Health Administration (VHA one of three administrations in the Department of Veterans Affairs)

Veterans Home Care program (home care for veterans)

veterans liaison

Veterans Outreach, the Veterans Outreach program (VNS Health program)

veterans programs, VNS Health

vice president (no hyphen)

victim: Don’t refer to person with a medical condition as a victim of that condition; instead use “a person with [condition].”

vigil volunteer, Vigil Volunteer Appreciation Dinner

VNS Health community centers, the (don’t capitalize the plural form); the VNS Health Community Center in Chinatown/Flushing/Sunset Park; the community center in Chinatown/Flushing/Sunset park (don’t capitalize when not preceded by “VNS Health”)

VNS Health Care Management, Care Management, the Care Management team

VNS Health Health Plans: Although “VNS Health Health Plans” is the d/b/a, avoid using it if possible. On the VNS Health Health Plans website, you can use “we” or “our team” because it will be clear who “we” and “our” refer to. Don’t use “VNS Health Plans.” Note that “health plans from VNS Health” refers to the plans, not the organization that offers the plans.

VNS Health HELPS Tool, VNS Health HELPS, HELPS

VNS Health Home Care, Home Care, the Home Care team

VNS Health Hospice Care, Hospice Care, the Hospice Care team

VNS Health Hospice Care programs

VNS Health Management Services Organization or VNS Health MSO

VNS Health Personal Care, Personal Care, the Personal Care team

VNS Health veterans programs

vulnerable: Instead of “vulnerable people,” use something like “people who live/work in settings that put them at risk/higher risk for [condition or hazard].”

we honor veterans (generic descriptive phrase)

We Honor Veterans

website, webpage

WeCARE (Wellness, Comprehensive Assessment, Rehabilitation and Employment) program, wellness care management program

Weill Cornell Medicine

well constructions, always hyphenate before a noun, always open after a noun: e.g., a well-educated person, she is well educated

well-being (n, always hyphenated)

what ifs

Wi-Fi

white, nonwhite (a); do not capitalize

wound, ostomy, and continence (WOC) nurse

work–life balance (note en dash)

wound care, wound care supplies, wound VAC

year-over-year (a), year over year (adv): e.g., year-over-year inflation, prices increased year over year

year-end (a), year end (n)

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