Heather Francis was nominated by patients who felt her care went above and beyond. One patient nominated her twice and wrote "Heather is a wonderful nurse. She can tell when you need a hand to hold or a kind word. She is the whole package when it comes to being a nurse." Upon admission a second time, this same patient nominated Heather again by writing "Heather has been my night nurse several times. She comes promptly and is caring and kind. Her bedside manner is so good. She makes her patients feel cared for and that we are important."

Through leader rounding additional comments have been received highlighting the kind and compassionate care Heather provides. One patient related that Heather cared for her several nights after surgery and helped her in so many ways that she may not even be aware. She stated that Heather was part of her recovery, a warm, compassionate, caring, and wonderful nurse. Another patient story highlighted that Heather's attitude really showed her compassion and of being here for her patients. Heather always treated him with kindness and respect, even though the patient felt he didn't always deserve that with his history. Heather helped this patient to see himself differently and understand that he deserved respect and kindness.