Coming into the hospital for a surgery, regardless how big or small, is a frightening experience for all patients. Heidi was recognized by a patient and her family during a very stressful time. A health crisis the patient was facing was life-altering. The patient wrote that Heidi was calm, gentle and most importantly, explained every step of the process, used positive words to explain needle sticks, and post-operative pain. Heidi spoke positively about the patient's planned recovery and the "next steps". Heidi's caring communication added value to this patient's experience.