I had the pleasure of working together with Heather regarding a complex discharge. She was the assigned nurse caring for a ten-month-old baby with multiple issues. The infant had transferred from the NICU to CICU then HKU and was in the hospital for the entire ten months. The mother was so overwhelmed; it was her first baby and she was concerned about how she would be able to care for her safely at home.

Heather was wonderful in her demeanor with the mother and the baby. She demonstrated Children's National Hospital's core values. She was compassionate in her approach to patient care with the mother. Heather was very patient with mom in demonstrating teaching skills, such as the G·tube care, and the fistula ostomy on the neck. The discharge process required three days of ongoing teaching and reassurance with the mom. The consistency of the same caregiver for three days was a huge factor in the successful discharge. Heather volunteered to be her assigned nurse, and this was an important consideration for mom too.

Heather's soothing voice and non-judgmental approach to care made it easier for the mom to perform the skills she needed to care for her daughter. I was the case manager involved in the discharge process and B was the CVS NP who was also involved in reassuring this mom she would be ready for discharge. Heather's caring attitude and compassion for the mother and baby helped to provide the consistency and commitment needed to discharge this baby girl.

Heather made a real connection with the mom; the dad worked and was not active in the discharge planning until the day of discharge. Although dad was working, he was supportive of being in the home to get training on the equipment needed for home care; mom was receiving training in the hospital. This discharge would not have met the target date had Heather not volunteered to be her assigned nurse three days in a row. B and I want to complement and recognize Heather's dedication to making sure it was a safe discharge.