I have worked with Heather for over 8 years, and she is my go-to person to bring the calm while still managing to lead our busy floor. Now, she will laugh and tell you that was not always the case, and maybe even tell you the story of how she was in the beginning...Heather is the person that you hope is working when you have tried everything with the angry patient or family. I have seen her talk someone off the ledge; literally. It was a window ledge in a room, but still... She is the one you hope is working when it all hits the fan because you know she will figure it out, all with a smile.
Heather has this air of calm about her that when you feel stressed, she can make it less just by having a conversation with her. You can call her anytime with a question, and she will help you walk through the situation. You don't ever feel like you have to say, "I know this is probably a dumb question, but..." She takes the time to get to know you on a personal level and remembers the conversations. If there is ever an issue, she makes sure to address something positive first, rather than focusing on fixing the negative. If there was ever a story of how Heather stood out as a leader, this is what I would tell you:
I had been working at HSHS Sacred Heart for less than 2 years. It was a weekend PM, and a little bit crazier than normal. A patient had disappeared, and everyone was on edge. The charge nurse was crying, which made everyone else either cry or be stressed as this person was unable to help with the call lights, phone calls, covering breaks, etc. It was so busy that no one was really able to help each other—they were barely making it through with the patients they had.
At that moment, I knew that we needed someone there that could lead the team, get everyone back on track, and bring some peace to those who were struggling. You guessed it—I called Heather. Remember, this was a weekend, so she wasn't scheduled to work. She is not a salaried manager or director, not someone who would be expected to come in and help if needed. I'm sure she was busy, but she came in anyway. Within an hour and a half, everyone was caught up, had taken a break, and was less anxious and able to care for the patients.
Heather is an exemplary nurse, leader, and friend. If you have a concern, she will listen and help you find a solution. She is the charge nurse that you hope is working when it is busy because you know she will have it all figured out and wrapped up in a pretty bow; even if it wasn't a pretty way to get there, she will make it seem like it was. Staff are willing to pick up shifts because Heather is willing to work with them with their schedules, and because they feel appreciated when they do. You can see the mutual trust and relationship between her and the staff. HSHS is lucky to have found her and kept her for this long. Even more so, the 6th (and now 7th) floor is lucky to have her on our team to help us continually grow and become better.