Building a Culture of Mercy
Wael Kaawach, MD, Chief Executive Officer, Healthcare
Development Holding Co.
YORN ID: 508
Building a Culture of Mercy
Wael Kaawach, MD MBA
Fellow, American Academy of Orthopaedic Surgery
Chief Executive Officer
Mercy .. A Godly Act
• A broad term that refers to
benevolence, forgiveness and
kindness.
• The "Merciful God" is in
various religions: Christianity,
Judaism and Islam.
• Performing acts of mercy as a
component of religious beliefs is
also emphasized through actions
such as the giving of alms, and
care for the sick and Works of
Mercy.
Mercy is a virtue ..
Mercy is a behaviour
EMPATHY: you understand how they feel
MERCY: giving kindness to others, deserved or not
Rufaidah Al-Aslamiya
• Devoting herself to nursing and taking care of sick people, Rufaida
Al-Aslamia was picked by the Prophet PBUH because of her
compassion as a healer.
• The sick & injured were carried to her tent so that she can care for
them.
• She became an ambassador healer & one of the first nurses in history.
Mercy As A Culture
Building a Culture of Mercy
Where to start?
A leader is one who knows the way, goes the
way, and shows the way
And by the Mercy of
God, you dealt with
them
compassionately.
Had you been severe
and harsh-hearted,
they would have
broken away from
about you
“Nothing is dear for a healthy citizen”
Mercy Partners
Mercy Partners (the patient)
Are we listening to the
patient on how to build
a culture of mercy in the
planning of:
• Facility?
• Processes?
• Recruitment
• Clinical Pathways? ..
Etc.
Mercy Partners (the Patient)
Emergency Department Level one Process_ Walk-in patient
Entrance
Registration
Waiting Area
Registration
Process
Wait
Trauma/ Resuscitation Room & Severe
cases & General treatment areas
Triage
Ancillary/ terminals
Walk-in Patient
Investigation
& Treatment
Process
ED
eligible?
Obtain
Physician
Approval
No
High
Priority?
Request
Discharge
process
Triage
Process
Yes
Referral
to OPD
No
Morgue
Process
Ambulance
patient
Trauma?
Yes
Referral
to Cath
Lab
No
Refer to related
area
Yes
Referral
to Rehab
Disposition
Yes
Care Urgent?
Request
Lab
Request
Consultancy
Nurse
bedside
registration
Yes
Request
Radiology
Physician
Available?
Referral
to OR
No
No
General Tx
Referral
InPatient
ward
Referral
to Critical
care units
Patient
Waits
No
Tx Room
Available?
Yes
Patient Waits in
Tx Room
Referral
to other
facility
Refer to
The Patient Notes
Measuring Mercy??
With Mercy ..
Comes miracles
A story!
From
Desperation ..
Comes Hope!
‫وفقنا هللا واياكم لصالح االعمال‪....‬‬
‫‪THANK YOU‬‬
‫وشكرا‪،،،‬‬