Lisa’s personal touch has earned her the nomination from a patient’s family as well as her positive, upbeat approach to her work. In a busy environment when time and resources are scarce Lisa has the awareness to look up and identify things going on around her – who might need help, who might want information, or who might simply want a few reassuring words or a hand to be held. What stood out to this family was how Lisa picked up on the little details with their Mum, who has dementia, and was recovering from hip surgery – her insecurities and fears, the need for communication and commands to be simple, the need to give her time rather than being rushed, and the need for reassuring smiles and encouraging words. ‘She was seeing beyond the bed number and diagnosis and trying to relate to my Mum the person.’