Kimberly Vuocolo
August 2017
Kimberly
Vuocolo
,
BSN, RN, OCN
5 West, Hematology/Oncology
Roswell Park Cancer Institute
Buffalo
,
NY
United States
"Kim took great care of me after my first treatment. What made her different and exceptional was her never ending appearance in my room to make sure I was doing fine and checking my condition with all that hospital equipment. She laughed at my jokes and made me feel like she was a longtime friend checking in on me. If it wasn't for the hospital appearance of the room, I almost thought I was at home. It seemed that she was more concerned about my medical condition than I was. If I asked her a "technical" question about cancer, she responded using terminology I could understand. From what I could observe, she had a great working relationship with the entire staff present at the time and always had a smile.
The one incident that really stands out and demonstrates her commitment of beyond 5 star excellence of service is when I needed some bath supplies. It was late and the hospital floor was pretty empty of staff. I found Kim near the exit doors for this ward. She had on a winter jacket and a backpack. It appeared that she was done for the day and was headed out. I got her attention and asked about bath supplies. She said that she would show me where they were so I could help myself if others were not available. She then took off the backpack and her jacket, turned around and lead me to the supply shelves. I think most others would have kept on the coat and backpack. She showed me what was what and helped gather the supplies. She brought me and the supplies back to my room and placed them in the bathroom for me. She then asked if there was anything else I needed before she left to go home. I later found out that her shift had already ended. She could have pawned me off to someone else that was on the clock or could have told me that here shift was over as most others would do. This simple act defines the best customer service I have ever received from anyone, anywhere at any time. Pure focus on the customer. I think this is not just a onetime ordeal for her. This customer service seemed to be the norm for her. Thank you, Kim, for your great care.
The one incident that really stands out and demonstrates her commitment of beyond 5 star excellence of service is when I needed some bath supplies. It was late and the hospital floor was pretty empty of staff. I found Kim near the exit doors for this ward. She had on a winter jacket and a backpack. It appeared that she was done for the day and was headed out. I got her attention and asked about bath supplies. She said that she would show me where they were so I could help myself if others were not available. She then took off the backpack and her jacket, turned around and lead me to the supply shelves. I think most others would have kept on the coat and backpack. She showed me what was what and helped gather the supplies. She brought me and the supplies back to my room and placed them in the bathroom for me. She then asked if there was anything else I needed before she left to go home. I later found out that her shift had already ended. She could have pawned me off to someone else that was on the clock or could have told me that here shift was over as most others would do. This simple act defines the best customer service I have ever received from anyone, anywhere at any time. Pure focus on the customer. I think this is not just a onetime ordeal for her. This customer service seemed to be the norm for her. Thank you, Kim, for your great care.