While our initial visit to the ICU with our mom started off on a rocky footing, we wanted to highlight one nurse for outstanding performance in her professionalism, personalized care, and genuine spirit. Nurse Heather, as we referred her to our mom, was/is wonderful. She would take the extra time to answer ALL our many questions, no matter how small. If she did not know the answer, she would go out of her way to find it and promptly get back to us. Heather has stellar communication skills, keeping us informed every step of the way.

She also communicated directly with my mom to keep her informed even though Mom was rather unresponsive. Nurse Heather knew Mom was able to hear everything going on in the room and honored her in this way.

At one point, my brother and sister left me alone for my shift with Mom. I was feeling rather overwhelmed by a recent turn of events. Nurse Heather asked if there was anything else she could do for me personally and I said, “How about a hug?” She took this opportunity to give a warm embrace to the weary daughter of a mom who was probably going to die. 

Knowing we weren’t going to leave our mom alone, Nurse Heather offered to stay by her side so my sister and I could step out to get a much-needed bite to eat. Other nurses gave good care, but the following is just a short list of examples of times Nurse Heather poured into the care of our mom. She arranged for a more comfortable chair in which we could sit and got us coffee, ice, and water. She bathed Mom and provided a shower cap to wash her hair. Nurse Heather brainstormed and gave suggestions for additional measures we could take to make Mom feel more comfortable, ease her anxiety, and soothe her aches. Knowing Mom fell and had a significant gash on her elbow, Heather took added protection when moving Mom. She brought extra warm blankets and hot packs to keep her warm. She stayed late to make sure Mom would get her medicine on time and seemed to take additional time when briefing the new crew at shift change.

Heather was a part of our mom’s last lucid moment, which was precious! I could continue to tell of how Heather adjusted the pillows, checked for bed sores, and more. At one point, she sat with me to clarify and answer more questions. Once, when we told Mom that Nurse Heather was back and Mom was barely able to open her eyes, let alone speak, Mom took Heather’s face in her hands and told her "Thank you". While many of the nurse’s staff would probably provide the same exceptional level of care for all their patients, Heather was consistent in her outstanding care for our patient and our family, giving us the very best of care and attention. I am certain Heather gives this type of care, to ALL her patients and we want to echo our mom’s gratitude to this special nurse on your staff who, during the course of our stay, not only redeemed the department as a whole from the rocky beginning we experienced but exemplified what an outstanding nurse looks like day in and day out, consistently giving the best care and striving to communicate and inform every step of the way.

Even though the ultimate outcome was not what we would have hoped for, we did not want to let this opportunity slip by the shine a light on the outstanding person and professional this organization has in Nurse Heather.

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