152 страниц. 2012 год. LAP Lambert Academic Publishing Excellence in customer service is no longer a luxury, but expected standard practice, especially in health care. Motivated by the vision of the Vice President for Medical Affairs and Dean of the Faculty of Medicine Mohamad Sayegh, the Patient Satisfaction Taskforce has been inaugurating multiple projects to revitalize the image of the American University of Beirut Medical Center (AUBMC), specifically through enhancing patient service by improving employee behavior and projecting a more positive professional image. AUBMC Human Resources department undertook a comprehensive Performance Improvement project aimed at providing service excellence and enhancing the quality of patient care. This project is only the beginning of a very long journey of hard work aimed at building a culture of trust and fortifying the image of AUBMC. The project is still, and will always be, ongoing.