Heather Hunn is first and foremost a nurse, she was a bedside nurse for over a decade. She has been described as a Swiss army knife for her organization. She has her Master’s degree in Nursing Leadership and is a Master TeamStepps and Crisis Prevention Institute trainer. She came into patient experience in 2012 and has been able to shape the PX world at Inova. By developing trusting relationships based on a deep understanding of the teams, the work, and the patients, she assisted in developing a patient experience culture that aligns with quality and safety as part of the delivery of care. Her focus on showing the journey of the patient and family as they move through the organization rather than a focus on location or episodic care has helped to drive the organization’s top decile improvements. Her passion and empathy for all people and seeing people thrive in any setting is what drives her.