Rob was called in (I believe on several occasions) to Joe’s room to do service recovery for a multitude of reasons. Primarily because the communication gap kept getting larger and larger as the days went on, this caused frustration for everyone involved and only made matters worse.

My Aunt called me on a Saturday because they had had enough and were not getting anywhere, and had a laundry list of problems that the charge nurse wasn’t able to handle. I was able to get a hold of the manager on call, who immediately sent the house supervisor, Rob, up since he was already in the house to chat with them. He was wonderful!

From the minute Rob stepped into the room to the minute he left, things were taken care of. Every complaint was heard with compassion, dealt with, and followed up on promptly. He had them assign a new nurse, called housekeeping, who helped clean up the things that needed to be done, re-engaged the charge nurse, and overall made a difference. Though in the end we lost our beloved Uncle, please know the kindness that Rob showed in a moment of despair for a couple dealing with far more than anyone knew meant more to them than he will ever know.

You see, not only were they dealing with my uncle's illness, but they found out their eldest grandson was in a car accident and hospitalized in critical condition in another facility. Tensions were very high, and that increased the sensitivity to everything because of their anxiety for he unknown for both him and their grandson. Rob didn’t have to go the extra mile, but he chose to and did so with compassion, professionalism, and precision.

In my aunt's words, “Thank you for bringing Rob into our lives, even if for a short time. The kindness of strangers, I will carry with me forever. Were we happy with everyone that took care of him, no, but God put us there for a reason, and I have to trust that just maybe some of them will realise their impact on their patients does matter."