Susan is an expert at hand holding and listening deeply to all her patients, particularly the frail elderly suffering from dementia. In one such situation, I observed her calm the fears of a tearful woman who was unable to understand where she was and why she couldn't go home to be with her little dog. Susan reassured her that her dog was fine and being cared for. She listened until the woman stopped crying and smiled. Because of her dementia, the patient would forget and Susan patiently reassured her every single time with the same level of compassion as the first time. This is just one of the many examples where she demonstrated "heart" skills that extend far beyond the "mechanics" of nursing. When I see that she is caring for one of the patients on my list for the day, I know that patient will be getting exceptional care.