Beth D. introduces new employees to PFCC (Patient- and Family-Centered Care) principles on their first day, showing a video featuring patients. Janet Maggio covers customer service excellence on the second day, discussing surveys, attitude, and PFACs while playing a video on customer service. On the third week, Janet reinforces survey topics and finishes a presentation on service excellence just for PHVs.

1. New Employee Orientation
• Beth D. Week one Day One
– introduces PFCC
– Dr. Berk
– VNS’s PFCC
– Video with Theresa and Ellen in it.
– Presented to all new hires: HHAs, PHVs and all support
• Janet Maggio Week one Day two
– -does the overview of customer service excellence
– shows the Customer Love video,
– language of caring and a
– brief discussion on HHCAP survey
– talks about attitude, body language and PFAC and much more
– Delivered to all NEO
• Janet Maggio Week three Day One
– review, reinforce and do more on the Survey
– Complete remainder of power point on Service Excellence and the final movie with the
PHV’s only