CEO Communication to Employees

Message from Rob Caione, CEO

9/30/20 - Message from CEO, Rob Caione


Please share this update with ALL employees – Office and Field

Hello my fellow co-workers [Integra, Home Health, Home Care, Hospice, Early Intervention, CDPAS, and Corporate]:

As we say goodbye to summer and begin our final quarter of 2020, there is a lot to do – and it’s all very exciting. We have weathered the many challenges 2020 has thrown us so far, and while there may be more, I am more confident than ever that we can rise above the challenges and emerge stronger than before.

  • Growth & Forward Thinking: This is the time of year when we formally assess where we are, and where we want to be at the end of 2021 (we even contemplate where we want to be 3-5 years out!). We’ve done a lot of “clean up” over the last few years and these operational and compliance improvements have allowed us to focus more acutely on GROWTH. We spent a good portion of 2019 and 2020 planning for different growth strategies. Integra is launching the Medicare Harmony product for enrollment in 2021. Home Care expanded further into West Virginia and we continue to explore acquiring other organizations and/or expanding our footprint to achieve greater market share. We closely follow CMS’ Center for Medicare & Medicaid Innovation (CMMI) (https://innovation.cms.gov/) to find potential opportunities to participate in new care delivery models; and we network/meet with different companies to learn/discover how their offerings/capabilities might create better services and outcomes for our members and patients.
  • Goals & Budget for 2021: As I stated last month, September and October are the months we begin formally drafting our 2021 Goals and preparing our 2021 Budget. I urge everyone to participate -- think outside the box and be innovative. Remember that small improvements in process can have big impacts on outcomes. Everyone has an important role in achieving our goals and it starts with good goal and budget setting processes. Note the following:
    • Goals/Objectives are measurable outcomes that you seek to achieve. They should start with an action and contain a metric.
    • Strategies are the action plans or policies designed to achieve the goals/objectives you have established.
    • Tactics are the unique and individual steps or tasks (and there can be many) that you need to take to achieve your objectives. They should remain within your strategies. Stay focused on tasks that keep you on strategy and achieve your goal.
    • To develop your goals, strategies and actions plans, you must have ongoing dialogue from top/down and down/up. Senior Management should be sharing the vision and direction with their direct reports and listening to team feedback. Middle management should meet with their teams to share the direction and discover new ideas and learnings from the team. Team members should bring opportunities for improvement, understand the bigger picture and help define what their role can and should be to achieve the bigger picture. Everyone should think about ways to automate a process for efficiency and cost savings. Now is the time to have discussions around potential investments that should be budgeted for improvements and/or growth.
    • Now is the time to research better ways to do things. Find new technology, software or applications. Watch YouTube tutorials on how to use a Smartsheet or create formulas in Excel. Study ways to create/draft measurable goals. In almost all instances we can do 5 – 10% better than we did previously.
  • Work Environment: Please remember to practice all health and safety protocols while in the office. Wash your hands regularly. Practice social distancing. Follow the arrows/pathways established in the office. Wear your mask in common areas. Be sure to take your temperature regularly and monitor your health before coming into the office or visiting a patient. Do not be complacent, the risks are still real.
  • Diversity and Inclusion: We continue to research and meet with great Diversity & Inclusion consultants. Our work on diversity and inclusion will be a long-term change and may not be obvious in the short term. The goal is to ensure that your work environment is, and remains, a safe and inclusive place for you to work.
  • Employee Complaints/Concerns: It is important that the workplace remain a place of integrity, ethics and compliance. Employees with concerns that cannot or have not been resolved with your supervisor/managers can be brought to the attention of your local HR contact and/or Corporate HR or Integra HR.
  • Survey Responses: Thank you to those of you who took the time to provide your valuable feedback on my monthly communications. I am glad to learn that these communications and topics are helpful, and I will continue to communicate on a monthly basis. I have also encouraged my leadership team to communicate with their staff on more specific topics by line of business and/or department.

Hope the remainder of your week goes well! To access previous messages from me, please click here.

Be safe, stay well, Rob




6/26/20 - Message from CEO, Rob Caione


Please share this update with ALL employees – Office and Field

Hello my fellow co-workers [Integra, Home Health, Home Care, Hospice, Early Intervention, CDPAS and Corporate]:

My last company-wide weekly email update was sent on Thursday, May 28th (see below) and I noted making monthly communications going forward. I also sent a company-wide email on Thursday, June 11th regarding the Subject: Black Lives Matter (see below).

It has been an extremely busy month for us all. A few notes and highlights:

  • On June 18th we had our 2nd quarter Personal Touch Holding Corp. and Home Health/Home Care multi-state business Board Meeting and on June 25th we had our 2nd quarter Integra MLTC Board Meeting (both were conducted via Zoom J). They were both very positive meetings. We formally covered our success with respect to the challenges presented because of COVID-19 pandemic these past 4 months. We also covered our acknowledgement that we can no longer remain silent on the subject of Black Lives Matter.

  • Regarding equal justice, diversity, inclusion, etc. the Human Resources and Compliance leadership team met, and they are taking immediate steps to bring in a consultant who has expertise in this area. They will help direct us forward and we will communicate company-wide.

  • Company-wide we are adjusting to the various phases and guidance on return to work.

We continue to adjust to new ways of living, new ways of working, and new ways of interacting. And while there is still uncertainty, I see us pushing forward with innovation and growth - - which is positive and exciting. We must continue to focus all our attention on executing and thriving, both individually and in full collaboration as a company. A few reminders to keep us focused:

  • Focus on finding the “new” normal. Think innovatively and how you can work smarter. Find the best ways for you to innovate, produce and collaborate as a team.

  • Focus on promoting a safe work environment. Follow protocols and guidelines when working in the office and/or seeing patients. We have a responsibility to one another that is more important than ever before.

  • Focus on leading by example. Stay focused on quality and personal excellence. Raising your own bar will likely result in others raising theirs.

  • Focus on healthy work/life balance. Take your PTO time as appropriate and plan a relaxing “staycation.” Just because you can’t go away, doesn’t mean we don’t all need a little bit of “down time” to recuperate and recharge.

I will continue communicating on a monthly basis or on an as-needed basis moving forward to ensure my communications remain relevant and useful. Wishing you all a peaceful weekend and enjoy the long weekend for July 4th.

Be safe, stay well, Rob




6/11/20 - Message from CEO, Rob Caione


Please share this update with ALL employees – Office and Field

To all my fellow co-workers [Integra, Home Health, Home Care, Hospice, Early Intervention, CDPAS and Corporate]:

We can no longer remain silent.

Personal-Touch Home Care and Integra Managed Care do not typically comment on social and political events. However at this time, it feels especially important to say something.

I want to acknowledge that we may not all be “okay.” We have experienced an unprecedented time in our lives with the COVID-19 pandemic. We are shocked and saddened by the senseless killings of Black Americans. It is understandable that you may feel overwhelmed, angry, frustrated, or scared. And we must work together to navigate through these feelings in a supportive manner. I encourage employees to use the resources available to you – contact the Employee Assistance Program at 888-734-8217, take your personal time to do what is meaningful to you, and speak with your manager or local Human Resources about things that concern you.

Our company believes in and supports equal justice, and we have built our policies and company culture with this in mind. We must continually exercise compassion and understanding as we work alongside each other and serve our members and patients.

The safety and well-being of employees remains a priority. I don’t pretend to understand what racism and prejudice feels like on a daily basis, nor can I ever understand the toll it takes on someone’s sense of well-being. But I can offer my support, I can challenge myself to do better, and I can and will continue to seek ways to make our work environment an inclusive place for everyone.

Sincerely, Rob




5/29/20 - Message from CEO, Rob Caione


Please share this update with ALL employees – Office and Field

Hello my fellow co-workers [Integra, Home Health, Home Care, Hospice, Early Intervention, Pediatrics, CDPAS and Corporate]:

As we move into the unofficial start of summer we realize things are vastly different from what we knew several months ago. We’re adjusting to new ways of living, new ways of working, and new ways of interacting. We have made it through some really challenging past few weeks. And while there is still uncertainty we must not let that keep us from pushing forward with innovation and growth. We must focus all our attention on executing and thriving, both individually and in full collaboration as a company. A few reminders to keep us focused:

  • Focus on finding the “new” normal. Think innovatively and how you can work smarter. Find the best ways for you to innovate, produce and collaborate as a team.

  • Focus on promoting a safe work environment. Follow protocols and guidelines when working in the office and/or seeing patients. We have a responsibility to one another that is more important than ever before.

  • Focus on leading by example. Stay focused on quality and personal excellence. Raising your own bar will likely result in others raising theirs.

  • Focus on healthy work/life balance. Take your PTO time as appropriate and plan a relaxing “staycation.” Just because you can’t go away, doesn’t mean we don’t all need a little bit of “down time” to recuperate and recharge.

I will begin communicating on a monthly basis or on an as-needed basis moving forward to ensure my communications remain relevant and useful. Wishing you all a peaceful weekend.

Be safe, stay well, Rob




7/31/20 - Message from CEO, Rob Caione


Please share this update with ALL employees – Office and Field

Hello my fellow co-workers [Integra, Home Health, Home Care, Hospice, Early Intervention, CDPAS, and Corporate]:

It’s amazing that another month has passed so quickly and we are fully embedded in the summer months. We seem to be settling into our “new” normal and my hope is that you are well in all things and that for at least the time you are working that you feel safe and valued as an employee. A few comments and highlights:

  • Company-wide (all physical locations) we continue to consistently and effectively adjust to the various phases and guidance on return-to-work. Employee safety has always been, and remains, a high priority for us as a company. Please continue to provide thoughts and feedback to your supervisors.

  • Working remotely differs for each department and specific job responsibility; but the vast majority have adjusted fantastically and are becoming more productive and comfortable with the “new” normal. Thank you for all your efforts -- keep learning through trial and error and communicate ways we can all be more supportive and helpful.

  • Regarding equal justice, diversity, inclusion, etc., the Human Resources and Compliance leadership team met, and they continue to research/search for a good consultant who has expertise in this area to help direct us forward. Productive and thoughtful training for all levels across the organization will be a big but necessary step. It will take time to do this but it will be time well spent.

  • Senior leadership and I have been reading, researching, and attending think tank sessions on our industry. The pace of change is rapid, complicated, and challenging; and the competitive landscape has become fiercer with many new entrants. We are well positioned and we have a good strategy. It’s important that we continue to communicate and execute our strategy.

  • Are these monthly emails helpful? What topics would be most appropriate and beneficial for me to communicate on? Please complete this survey.

I’d like to also repeat some relevant highlights from previous communications – they are worth repeating:

  • As we continue to adjust to new ways of living, new ways of working, and new ways of interacting, keep pushing forward with innovation and growth. Focus all your efforts on positive thoughts and outcomes – your positivity, both individually and in full collaboration as a company, will allow us all to thrive. A few reminders to keep us focused:

    • Focus on promoting a safe work environment. Follow protocols and guidelines when working in the office and/or seeing patients. We have a responsibility to one another that is more important than ever before.

    • Stay focused and committed on finding the right balance of the “new” normal. Think innovatively and how you can work smarter. Find the best ways for you to innovate, collaborate as a team and produce great results. Don’t continue to do things the same way -- challenge what you do and why you do it.

    • Focus on leading by example. Stay focused on quality and personal excellence. Raising your own bar will likely result in others raising theirs.

    • Focus on healthy work/life balance. Take your PTO time as appropriate and plan a relaxing “staycation.” Just because you can’t go away, doesn’t mean we don’t all need a little bit of “down time” to recuperate and recharge.

I will continue communicating on a monthly basis or on an as-needed basis moving forward to ensure my communications remain relevant and useful. To access previous messages click here.

Be safe, stay well, Rob

Rob Caione, Chief Executive Officer (Personal Touch Holding Corp.)

CEO – Personal-Touch Home Care, Inc. (Home Health and Home Care Provider)

CEO – Integra MLTC (Managed Long-Term Care and Medicare Advantage)

1985 Marcus Avenue, Suite 202, Lake Success, NY 11042

718 468-4747 x-1501




8/31/20 - Message from CEO, Rob Caione


Hello my fellow co-workers [Integra, Home Health, Home Care, Hospice, Early Intervention, CDPAS, and Corporate]:

With the upcoming Labor Day Weekend, the unofficial end-of-summer is approaching. I hope you had an opportunity to take some PTO time during these summer months – whether it was a few days here and there, or a solid week of downtime – and enjoy time away from work. I’ve said it before and I’ll say it again, it is very important to take your PTO time, to disconnect from work, and to focus on the things that are important to you.

A few comments and highlights:

  • Work Environment: Over the last two months, our various locations and/or departments across Personal-Touch and Integra have worked together and individually to determine appropriate “back to work” approaches. Our offices have been outfitted with signage and sanitation stations to support proper hygiene and social distancing. We have all learned a lot over the last six months and demonstrated extraordinary flexibility while working together. There is no “one size fits all” approach to our work environment and we all have unique and individual needs. I am very proud of how we have worked together to find a balance that supports individual needs with our business needs.
  • School is Starting: I know many of us are facing some challenges as we prepare for our kids to go back to school. Again, I encourage everyone to be thoughtful and flexible as we try to navigate these new challenges. Your Senior Management team, COO, and Administrators are working hard to keep the business on track and to create a sustainable working environment. Please work with your supervisor to address individual concerns.
  • Growth & Forward Thinking: September and October are the months we begin formally drafting our 2021 Goals. Now is the time for everyone to think about what you do on a daily basis and opportunities for improvement. Bring your ideas to your manager and start talking about expectations for 2021 – everyone is important to our combined success – so be innovative. Sometimes a small improvement in process can have big impacts on the business overall – improving compliance, administration, cost, etc. Research better ways to do things. Find new technology, software or applications. Watch YouTube tutorials on how to use a Smartsheet or create formulas in Excel. Study ways to create/draft measurable goals. I’ll be sure to share high level strategies in the coming months.
  • Diversity and Inclusion: We continue to research and meet with great Diversity & Inclusion consultants. Finding and engaging a good D&I partner is a critical next step and not one to be taken lightly. Our work on diversity and inclusion will be a long-term change and not just a response to a moment in time.
  • Survey Responses: Thank you to those of you who took the time to provide your valuable feedback on my monthly communications. I am glad to learn that these communications and topics are helpful, and I will continue to communicate on a monthly basis. I have also encouraged my leadership team to communicate with their staff on more specific topics by line of business and/or department. For anyone who didn’t get to respond to our survey last month, we will still like to hear from you – click here to take the survey.

Hope your week goes well, and wishing everyone a safe and healthy Labor Day Weekend! To access previous messages from me, please click here.

Be safe, stay well, Rob

Rob Caione, Chief Executive Officer (Personal Touch Holding Corp.)

CEO – Personal-Touch Home Care, Inc. (Home Health and Home Care Provider)

CEO – Integra MLTC (Managed Long-Term Care and Medicare Advantage)

1985 Marcus Avenue, Suite 202, Lake Success, NY 11042

718 468-4747 x-1501