Patient Family Advisory Council

Family EngagementFormed 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 Centers for Medicare & Medicaid Services 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. 

The Challenge

MHA's Statewide PFAC challenges every hospital in the state of Missouri to identify at least one non-employee patient or family member serving on at least one committee within the organization by July 2019. 

Patient Family Engagement RoadmapWe encourage all hospitals to accept this challenge and achieve this critical PFE goal. Use this Patient and Family Engagement Roadmap as a strategic guide throughout your journey.  It outlines and provides links to resources to support hospitals progression in achieving a “yes” answer to all 12 PFE metrics. 

PFAC Thermometer - 25


Missouri Hospital Progress

MHA surveys all Missouri hospitals based on the Centers for Medicare & Medicaid Services’ five PFE metrics to assess the level of patient and family engagement within hospitals. Missouri hospitals’ progress will be updated quarterly.

The last date of data collection was November 2018.


  • Key Outcome Objectives
  • Council Action Items
  • Membership
  • PFAC Resources
  • Additional Resources
  • Vlog Series


  • 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.


Throughout the next 18 months, the council will complete the following actions.

  • 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 Application

To join the MHA PFAC, fill out the membership application. If you have a questions, contact Toi Wilde at

Membership Demographics

  • comprised of 26 members
  • 16 clinical/hospital staff members representing:
    • large health systems
    • medium-sized hospitals
    • small rural hospitals
    • roles include CNO, director of patient experience, patient safety, social worker, clinical quality
  • 1 Physician
  • 9 patient/family members:
    • 2 full-time employed patient advocates
    • 5 serve on their local hospital’s PFAC
    • 2 nonhospital-employed patient advocates

2019 MHA PFAC Membership List

  • Amy McLean, NICU Family Support Manager, Mercy Children's Hospital
  • Celia McGraw, Clinical Performance Manager, Mercy Health
  • DeeJo Miller, Patient and Family Engagement Program Manager, Children's Mercy Kansas City
  • Denise L. Williams, Director - Patient Safety Mercy Center for Quality and Safety, Mercy Health
  • Dr. Li Ern Chen, Physician
  • Elizabeth (Liz) Kruvand, Coordinator, Family Partner Program, St. Louis Children's Hospital
  • Jake Fowler, Teacher, Clinton School District
  • Jennifer Mattingly, Patient Advocate, University of Missouri-Columbia
  • Jennifer Mendiola
  • Julie Jefferies, Emergency Dept. Nurse Manager, Nevada Regional Medical Center
  • Kathleen A. Bonser, Regional CNO/Vice President Nursing, SSM Health - St. Louis
  • Lance West, Director of Patient Experience, Southeast Health
  • Lauren De La Torre, Patient Advocate, Children's Mercy Kansas City (HACHCA)
  • Laurie Hines, Missouri Kidney Program Director, University of MO School of Medicine/Patient and Family Member
  • Lesa Stock, Chief Clinical Officer, Citizens Memorial Hospital
  • Martha Johnson, Manager, Patient and Provider Experience, Boone Hospital Center
  • Mary Carroll Burton, Group Manager, Clinical Quality, CCE, BJC HealthCare
  • Maureen McGuire, Patient Advocate
  • Melissa Hunter, Director of Nursing, Lake Regional Health System
  • Michelle Zurheide, Care Plan Coordinator, Mercy Health
  • Patti Bradley, Sr. Director of Patient Experience, North Kansas City Hospital (HCACHA)
  • Shauna Hawkins, Patient Advocate, Liberty Hospital
  • Sheryl Chadwick, Patient and Family Engagement Program Manager, Children's Mercy Kansas City
  • Tina Jones, Director, Quality, Risk and Patient Experience, Golden Valley Memorial Healthcare
  • Toi Wilde, Program Manager, Missouri Hospital Association
  • Theresa Turk, Instructor, Granthame University
  • Treniece Murphy, Patient Advocate, Children's Mercy Kansas City (HCACHA)

MHA PFAC PFE Survey Resources

Getting Started

See What Participating Hospitals Are Doing:

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