“I knew that I might need ostomy surgery after the removal of a cancerous tumor,” shared a new mom and Kaiser Permanente patient. Describing her feeling of being overwhelmed during her hospital stay, she emphasized how her nurse was the “only person who kept me from going totally crazy.”
That nurse was Rhonda Lombardo, RN, BA, BSN, MA, CWON, an ostomy wound care nurse at the Kaiser Permanente San Francisco Medical Center, who has been with Kaiser Permanente for a year and a half.
“Her gentle smile, empathetic eyes, and her calm, reassuring tone helped me post-surgery,” described the patient.
Lombardo’s compassionate and empathetic care earned her a nomination from the grateful patient, ultimately leading to her receiving the DAISY Award for Extraordinary Nurses — an international honor recognizing nurses who deliver exceptional clinical skills and heartfelt care to patients and their families.
Where kindness meets clinical care
After the patient’s surgery, Lombardo entered the patient’s room and introduced herself. “She was understandably nervous and didn’t know what to expect,” Lombardo recalled. “I walked her through what an ileostomy meant — her intestinal system had been surgically rerouted — and an ostomy bag would now collect her bodily waste.
“I talked the patient through each step of ostomy care, occasionally opening a book to point out diagrams as I explained what was now happening inside her body,” said Lombardo. “With the patient’s permission, I demonstrated how to change the ostomy bag and guided her as she began changing the bag herself.”
Noticing the patient’s concern about managing her ostomy bag at home, Lombardo paused, and they shared a quiet moment together before continuing on.
More than an occupation
“I was put on this earth to be a nurse. When I wake up each morning, I feel like I’m doing what I’m meant to do.”
“Showing up for my patients means listening to their stories — without interrupting or rushing them along. It means allowing space for tears, sitting beside them, and sometimes simply holding a hand,” Lombardo explained. “In these moments, I try to remind them that they are more than a diagnosis — they are whole people, with lives, memories, and meaning far beyond the hospital room,” she added.
“I try to understand what my patients need from me, because I’m there for them — not the other way around,” said Lombardi. “I take the time to have real conversations — asking how they feel, what they need, and who they are beyond all of this. This is their moment, and I want to make sure they leave feeling supported, confident, and able to move forward.”
For the patient who nominated her, Lombardo transformed her care experience at Kaiser Permanente. “When you’re facing cancer, you have to search for light in the darkest moments,” she said. “Rhonda was that light for me. I’ll always remember her and be grateful for what she did.”
“I’m truly humbled to receive a DAISY Award, especially knowing how many incredible nurses at the Kaiser Permanente San Francisco Medical Center are doing such meaningful work,” she said. “To be recognized like this makes me feel like I’ve made a difference — and inspires me to keep making an impact in someone else’s life.”