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Speaker detail

  • Lamees AlHaj
  • Service Excellence Officer
  • American Hospital Dubai, United Arab Emirates

Mrs. Lamees Alhaj has a Bachelors Degree in Pre-Medical Sciences from Temple University in Philadelphia, Pennsylvania and is currently enrolled in Temple’s MBA program. She has been the Service Excellence Officer of American Hospital Dubai since 2013. She was promoted to this position from her previous post of Executive Assistant to CEO and has completed over 12 years of tenure at American Hospital Dubai. As an Executive Assistant to the CEO, Lamees regularly handled patient complaints and was involved in initiatives to promote Customer Service. This led to her appointment to initiate Service Excellence in the organization.

Lamees drove the implementation of the Service Excellence Program for American Hospital Dubai including the development of education sessions, monitoring tools and guidelines to set a culture of Service Excellence. She led the transition of the organizations Patient Satisfaction surveying system to a new and improved system with Press Ganey, working closely with the vendor to develop a unique dashboard for live reporting. 

Aside from her main job duties, Lamees has also chaired American Hospital Dubai’s Employee Activity Committee since 2008. The non-profit 
committee organizes events and activities for staff at the American Hospital Including the Annual Gala, Bowling Nights, Talent Competitions, Social Day’s, Sports Activities and a full range of events during Hospital Week every year in May. Several of these events see attendances of 600 to 800 guests.