Heather is without doubt a very strong clinical nurse with excellent critical thinking skills and judgment. She is also very dedicated to her patients and their care. She goes above and beyond to obtain the care that her patients need. She coordinates for them in PCU where it is often confusing with so many service lines involved with the patient. I observe her each day coordinating with physical therapy in particular to arrange the patient's therapies in with their other needs for the day. She easily navigates between Cardiology, CT Surgery and Hospitalists for the patients, and explains to them the differences and why they have so many providers. We get many comments from patients about how caring Heather was, that she gives them time to talk and ask questions, and takes the time to answer their questions and teach them. I see her advocating for her patients routinely, working to help them navigate the hospital system and get them the care and information that they need.

I believe that one of Heather's true strengths is her patient education and interactions. She is committed to her patient's understanding their condition and needed follow up care. I think her patient education skills and dedication really stand out. I often overhear her talking to her patients and explaining their medications to them as she is administering them. I also have heard her providing discharge education to her patients and families, she truly demonstrates using the teach-back method and is always patient and repeats the information as many times as it takes for them to understand it. While providing the information, she is also able to be firm and clear with patients/families about changes they need to make to their lifestyle or poor decisions they may have made, but do it in a way that is not offensive to the patient.

Heather is often mentioned in the Press Ganey Survey Comments, and in follow up phone calls performed by the Transitions of Care staff. Some comments just from the past couple of months were:

"RN Heather is very good at what she does. Her blend of humor with information was refreshing. She puts out a definite feeling of caring"

"I received wonderful care from everyone! Heather yelled at me in a good way"

My day nurse, Heather, was very attentive and helped me understand my medication."

Heather also is active on the Diabetes Quality Committee and has also volunteered to assist in Lean projects in PCU. To me this shows her commitment to the entire hospital system, on top of her clear care and commitment to her patients.