Nicki Wester

About Nicki Wester

A transformational Patient Experience strategist with more than 10 years of hospital…

Experience

1. Patient Experience Manager

   SSM Health

   Jul 2018 — Present

   Role expanded to include being the regional Oklahoma Patient Experience Manager after job sharing with part-time system director since 2019 overseeing system responsibility\\\\n\\\\n• Increase Oklahoma region Likelihood to Recommend top box score by nearly 4% in 2022\\\\n\\\\n• Lead new survey vendor RFP process and implementation, Qualtrics, saving SSM Health over a million dollars, delivering on time and optimizing survey strategy and data reporting\\\\n\\\\n• Matrix Managed and served as the program owner for a cross functional team including Press Ganey to deploy systemized survey methodology and data management for optimal data analysis and solutions to organizational issues\\\\no Created and deployed first-ever systematic annual review building data integrity process\\\\no Moved from 90+ unique survey and 45 patient feeds with a week lag to standardizing all point\\\\nof care surveys and the Press Ganey patient feed with a cadence change to daily\\\\n\\\\n• Established and executed new goal setting methodology centered on achievable goals, prior performance and national trends that are bundled with customized key correlate reports to encourage leadership engagement in KPIs\\\\n\\\\n• Analyze patient experience data to identify trends and areas/ministries of interest for further study, site visit, best practice sharing and health care disparities\\\\n• Oversee a team of talented patient experience professionals\\\\n\\\\n• Create communication plans, training videos, write white paper and facilitate training to further the strategic direction of Patient Experience\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n