 The study conducted at Alhada Armed Forces Hospital demonstrated that implementing a behavioral model of service behaviors based on the local community needs resulted in an improvement of the patient experience in the emergency department. The results showed a 5.23 point increase in the patient experience mean score after implementation, which indicates that the hospital has successfully achieved their goal of improving the patient experience at scale. This article was offered by Mohammad Hassanabad, Nada Al Sheri, Krishavan Heidi Chetty and others.