Heather goes out of her way and finds time to assist and console patients and family members.
A patient recently was seen by multiple disciplines in an outpatient setting and was being told that her symptoms were brought on by anxiety. The patient was extremely upset because it seemed the treatment teams were not on the same page regarding her symptoms and the causes of the symptoms. She was seen in the cardiology department for a procedure and when it seemed she was inconsolable by the receptionist, Heather stepped in, brought her into an office and listened intently to the patient's concerns. Heather was able to piece together the timeline of the doctor visits the patient had and then was able to provide some clarification regarding what the patient could next expect. The patient was so appreciative that someone took the time to just listen to her.
This is what Heather does. She doesn't see a patient as just someone to treat. She always sees the patient as a person, empathizes and provides consolation. She doesn't do it for recognition by her superiors, she doesn't do it because she feels she has to, she does it because it's who she is, and she genuinely cares for the patients.
This is just one example of how she goes out of her way to help patients come to some resolve. Heather is an extraordinary clinician, not just because her knowledge base is vast as a registered nurse and is a resource for everyone (and by that I mean nurses, physicians, and managers) but because she has a unique ability to calm the angriest or reassure the most upset patients and she does it because that's what she does without ever giving it a second thought. She is an excellent example of what nurses should strive to be.

Note: This is Heather's 2nd DAISY Award!