Alison Soileau

System Vice President, Patient Experience & Service Excellence Ochsner Health

Alison serves as System Vice President of Patient Experience and Service Excellence for Ochsner Health. In her role, she promotes a culture of patient- and family-centered care which emphasizes empathy, outstanding service, and respectful communication. She represents the voice of the patient and collaborates with leaders and medical staff to ensure that all patient experiences embody the highest degree of courtesy and kindness. Alison leads the following system teams: experience coaches, experience analysts, patient and provider advocates, language services, guest services, volunteers, and the chaplain program. She began her career with Ochsner as an Organizational Development & Training Specialist in Human Resources; she has also served as a Public Affairs Specialist, Manager of Planning, Director of Strategic Planning & Analysis, and AVP of Patient Experience. Alison has served as a Clinical Assistant Professor for Tulane University’s MHA program and as a strategic planning consultant. Alison holds a Ph.D. in Organizational Leadership and a Master’s Degree in Psychology.

Day 2: From Insight to Impact: Operationalizing Patient Experience

1:45 PM CASE STUDY: Beyond the Ranks & Scores – The Impact of Processes

What happens when a health system operates without patient experience survey scores for several months? At Ochsner Health, it led to unexpected clarity, creativity, and a renewed focus on what truly drives outcomes. In this thought-provoking session, Alison Soileau and Kathryn Gauthier share how stepping back from the scoreboard allowed her team to dig deeper into process metrics—and uncover surprising correlations that often go unseen.

Learn how shifting the lens from rankings to processes can spotlight leadership strengths, reveal root causes of experience breakdowns, and ultimately produce more sustainable improvements in both culture and scores.

Discover what’s possible when experience strategy isn’t driven solely by survey data
Explore how process metrics directly influence patient perceptions—and what that means for measurement
Understand how process visibility can elevate leadership accountability and capability across your organization

Check out the incredible speaker line-up to see who will be joining Alison.

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