Rhonda constantly displays a patient-centered focus with a very calm, reassuring attitude as she deals with patient/family complaints/issues. She is very good at service recovery in extreme situations when families are very demanding and the issues do not appear resolvable. She goes out of her way to round on employees, patients, and families. She is also able to calmly and efficiently handle emergencies such as the recent computer outages in which she was the Incident Commander.