- Abby Distler, Patient Experience Manager, Capital Region Medical Center
- Amber Lashley, Patient Experience Coach, University of Missouri Health Care
- Amy Camp, Patient/Family PFAC Member Representative, University of Missouri
- Amy McLean, NICU Family Support Manager, Mercy Hospital St. Louis
- Brandi Weltz, BSHCA, Patient Experience Coordinator, Citizens Memorial Hospital
- Carlos Martinz, Director of Patient Experience, Phelps Health
- Celia McGraw, Manager of Care Redesign, Mercy Health
- Charles Deubner, Patient and Family Advisor
- DeeJo Miller, Patient and Family Engagement Program Manager/Patient Advocate, Children’s Mercy Kansas City
- Elizabeth (Liz) Kruvand, Patient Experience Specialist, SSM Health Cardinal Glennon Children’s Hospital
- Jen Carron, Patient Experience Officer, BJC Health System
- Jolie Smith, Patient Advocate
- Kaylyn Winegar, Patient Experience Manager, UnitedHealthcare
- Kevin Wake, PFAC Chairman, University Health
- Kristin Repp, Pharm.D., BCPS Director of Population Health, Saint Luke’s Health System
- Lauren McGinnis, Patient Experience Manager, Missouri Baptist Medical Center
- Laurie Hines; Patient, Caregiver Advocate; University of Missouri
- Margaret Stone, Population Health Analyst, Saint Luke’s Health System
- Maureen McGuire, Patient Advocate
- Michelle Baltzell, Patient Experience Coordinator, Southeast Health
- Mirae Bunnell, Patient Advocate
- Patti Bradley, Sr. Director of Patient Experience, North Kansas City Hospital
- Shaunda Hawkins, Patient Advocate, Liberty Hospital
- Sheryl Chadwick, Patient and Family Engagement Program Manager/Patient Advocate, Children’s Mercy Kansas City

Patient Family Advisory Council
Formed in 2017, the MHA statewide PFAC is comprised of patients, family members, patient advocates, hospital staff and providers in Missouri.
One of only a handful of state-level councils in the nation, MHA’s PFAC is focused on increasing the role of patients and family members to improve health care delivery, health outcomes and reignite joy in work through improved patient-provider relationships.
Recognized as a CMS priority focus area in 2018, MHA’s statewide PFAC serves to provide leadership and support to advocate for the sustainable integration of patient and family engagement across the care continuum in Missouri to achieve the Quadruple Aim.
Priorities
Key Outcome Objectives
- We will ensure the council remains comprised of patients, family members, hospital staff and community leaders from across the state.
- We will serve to inform broader health care initiatives and policy from a patient and family perspective.
- We will aim to promote a statewide culture of health, integrating the patient and family perspective.
- We will provide a consumer voice that is critical to achieving the Triple Aim of better health, better care and lower costs.
- We will provide resources, support and expertise to meet these objectives.
Council Action Items
The council’s goal is to complete the following actions in the first three years of formation.
- Action 1: Identify metrics to evaluate statewide progress and to base supportive programming, resources and tools that raise awareness of the patient and family perspective.
- Action 2: Inform, at a state level, common themes and issues that detract from the health care experience; provide insight and feedback for interventions.
- Action 3: Collaborate with MHA on development of strategies and resources and support dissemination of these across the state
- Action 4: Serve as mentors and liaisons to members developing internal PFACs
- Action 5: Assist in understanding and deployment of health literacy and disparity reduction initiatives
Membership
To join the MHA PFAC, fill out the membership application. If you have questions, contact Jessica Stultz at jstultz@mhanet.com.
Compass Honor
Sponsored by the Statewide Patient and Family Advisory Council, MHA introduced an annual recognition, the Compass Honor, which recognizes a Missouri hospital for outstanding efforts in effectively partnering with their PFAC. Through public recognition, this honor will encourage and inspire hospitals to adopt practices, learn collectively and improve their PFACs.

The “compass” in Compass Honor signifies that with each direction we turn, we find partners in care.
- North symbolizes patients as our true north.
- South symbolizes caregivers and family.
- East symbolizes health care providers.
- West symbolizes support staff.

We are proud to announce that the inaugural 2022 MHA Statewide PFAC Compass Honor is awarded to the PFAC of University Health.
University Health’s PFAC made several contributions to their organization. Below are a few examples.
- communication revisions improved billing practice strategies
- improvement charters now include the “voice of the patient” section
- physicians, residents, medical students, social workers, and nurses are educated on patient advocacy and respect for the patient voice in decision-making
- helped define exceptional patient experience
- installed cultural food equity and an on-site food pantry
- made accommodations to the discharge lounge
- developed a badge to recognize and support family caregivers
- revised its patient and visitor web page
- refined appointment reminder text messages
North Kansas City Hospital and University of Missouri Healthcare also received Honorable Mentions for their advanced efforts.
MHA’s Statewide PFAC presented a three-part webinar series to share effective strategies for building and enhancing your PFAC. The series builds on MHA’s previous Healing Happens Here Toolkit, which focuses on safety/security and workplace violence. Alternately, this series helps caregivers collaborate with patients and families by using evidence-based practices to improve the health care experience for all.
Each 45-minute session focuses on a highlighted topic and offers practical application of proven strategies to strengthen the relationship between the care team and the patient and family. Our Missouri PFE leaders are experts in their field and are available to mentor our hospital membership.
Part 1: Li Ern Chen, M.D., MSCS
Part 2: Tina Jones, MHA, CPXP
Director of Quality, Risk and Patient Experience | Golden Valley Memorial Healthcare
Part 3: Laurie Hines
Director at Missouri Kidney Program, University of Missouri-Columbia School of Medicine
Part 4: Martha Johnson
Manager of Patient Experience, Volunteer Services and Gift Shop, Boone Hospital Center
Parts 5 & 6: Denise Williams, R.N., BSN, CPPS, CPHQ
Director of Patient Safety, Mercy Health
- TED Talk: Leilani Schweitzer: How Can Hospitals Be More Transparent About Medical Errors?
- Cleveland Clinic’s Office of Caregiver Experience Improves Provider and Patient Outcomes
- JAMA – Resident Report: A Piece of My Mind
- National Healthcare Decisions Day flyer
- NPR Article: “For 2 Nurses, Working In The ICU Is ‘A Gift of a Job'”
Contact an expert

Sign Up
To begin receiving PFAC communications straight to your inbox, contact Jessica Stultz at jstultz@mhanet.com.
PFE Roadmap
MHA’s PFE roadmap supports engagement and achievement of 12 PFE metrics endorsed by CMS’ Partnership for Patients and adapted from the Michigan Keystone Center’s Patient and Family Engagement resource.
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