Visiting Nurse Service

Patient- and Family-Centered Care

A Person-centered Approach to Health Care

Today’s health care system is beginning to look vastly different, as health care leaders continue to
improve care quality and safety, taking a more person-centered approach to the care they provide. From hospital
administrators and physicians to home health care providers and skilled nursing facilities, all realize the increasing
importance of including a perspective missing from the health care equation: the perspective of patients and families.>

Through our Patient- and Family-Centered Care initiative we are using innovative methods for the planning, delivery, and evaluation of the home care we provide. Patients and their families are integral members of the care team and necessary participants in the treatment plan. By taking the time to listen to their concerns and ideas we establish a relationship that’s crucial to compassionate care and healing.

Creating a culture of consistent person-centered care throughout our organization has been an exciting and challenging journey. Through our individual behaviors and our commitment to the cause, each one of our employees has played a vital role in assuring success.

Our Commitment

We are committed to providing compassionate care and services to preserve the quality of life and independence to every patient, and to delivering Patient- and Family-Centered Care through innovative clinical practice and service excellence.

Fall2011PFAC group 1

Some of our 2011 Council members.

Patient and Family Advisory Council

In April 2011, the VNS Patient and Family Advisory Council (PFAC) was formed. This council provides a forum for past and current patients, family members, community members, and staff to facilitate family and patient participation in:

  • care and decision making
  • information sharing
  • policy and program development

The council proactively offers advice on a variety of matters including planning, policies and procedures. Information from this group provides VNS leadership with an enhanced understanding of how to improve the care and services for patients and their families.

PFAC is made up of 6 to 8 patients and family members who have received care from agency staff. The council includes people with diverse backgrounds in an effort to fully represent the large variety of health care issues, diagnoses, and cultures of our patients.

In addition to family members, VNS providers such as nurse managers, the Director of Patient Services, and members of the VNS Executive Team also participate in the council.

Are you a VNS patient or caregiver? If so, you are invited to join the council and share your perspectives with VNS. Current council members find the experience rewarding and they appreciate the opportunity to make a difference - in their care and in the care of others.

Teresa from East Rochester said, "Many of our suggestions have been put into place benefiting patients and families beyond measure." Read more from Teresa here.

Cindy Gleichauf said, "We can speak candidly about issues in an effort to improve customer satisfaction for all clients . . . . On a personal level, learning more about the "system" has been beneficial . . . ." Read more from Cindy here.

Carol Ann Belluccio said, "As a patient, I am on the other side of the fence. I bring my concerns and they are heard." Read more from Carol Ann here.

Meetings are held monthly and members serve a one year term. Each member has the option of serving a second year term if they so desire. Anyone interested in joining should complete and submit a PFAC application.

Visiting Nurse Service of Rochester
(585) 787-2233
(800) 724-5727

2180 Empire Boulevard • Webster, NY 14580


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  1. VNSDear Patient:

    We like to recognize VNS staff who are living our I CARE values and are providing you extraordinary care and service. Please let us know if you see our employees acting with Integrity, Compassion, Accountability, Respect, Excellence.

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  9. I CARE ~ Integrity, Compassion, Accountability, Respect, Excellence