July 1, 2024 - June 30, 2025
04
06 What is PFCC? How PFCC fits within St. Jude
10 Steering Councils & Programming
27 Recognition & a Note of Appreciation
Being a PFCC adviser has allowed me to give guidance to other families while also giving back in the smallest of ways to St. Jude.
Patient Family-Centered Care (PPFC) is both a guiding philosophy and a core institutional program, shaping how the organization partners with patients and families to deliver care that is collaborative, compassionate, and impactful.
PFCC is a collaborative partnership between providers, patients, and families, built on shared feedback and insights to improve care. This approach leads to better health outcomes, enhanced experiences, greater staff satisfaction, and more efficient use of resources
PFCC means working with patients and families, not simply doing care to or for them.
The PFCC Program at St. Jude brings the philosophy of PFCC to life across the organization by engaging former patients and caregivers as advisers. United by a shared mission, these advisers help improve the patient experience by sharing their stories, perspectives, and insights ensuring that every voice matters in shaping care
The PFCC Program is important because this journey is not all about the medical needs...PFCC cares for for the family at the core of the journey.
ice President, Patient and amily Experience Office
Vice President, Patient and Family Experience Office
Patient Family-Centered Care
Brittany Barnett Program Manager
Brittany Barnett Program Manager
Berry Carter
Kathryn Berry Carter
ector, Family Volunteer Services
Program Director, Family, Guest and Volunteer Services
Concierge Services
Cecilia Barajas
Best Upon Request Manager
Cecilia Barajas
Volunteer Services and Special Events
Tricia Spence Program Manager
Best Upon Request Manager Spence Program Manager
5 Full-Time Employees
Abby Cooley Program Coordinator
Camellia Jones Program Coordinator
Leah Brooks
Sr. Administrative Specialist
- Supports entire FGVS team
Debbie Garrett Program Coordinator
Mo Guinn Program Coordinator
Patient Family-Centered Care (PFCC) is part of the Family, Guest and Volunteer Services team, which is dedicated to enhancing the patient experience across three key areas. While this review focuses specifically on PFCC, it’s important to recognize that the entire Family, Guest and Volunteer Services team shares a unified goal: improving patient care and support.
Emphasizes collaboration between health care staff and advisers, working together to meet the needs of patient families.
Partners with community members, employees, and groups to offer activities that provide entertainment and distraction for patients, helping them take their focus off their illness. Additionally, Volunteer Services provides personal care items, treats, beverages, and other amenities to support families and staff throughout their time at St. Jude.
Provides families with a range of non-medical services such as running errands, grocery shopping, and assisting with other daily tasks.
Scan the QR code to access the PFCC strategic plan and learn more about our goals and initiatives for that have guided our work throughout fiscal year 2025.
To ensure that patient and caregiver populations have the opportunity to share their experiences and perspectives to improve all facets of the organization through programs that advance the core tenants of Patient and Family-Centered Care
1. Dignity and respect
2. Information sharing
3. Participation
4. Collaboration
Scan to view the strategic plan.
1. Always recognize that advancing treatment for children with catastrophic diseases is at the center of everything we do.
2. Do what is right; take ownership of what you do.
3. Work with purpose and urgency — your efforts matter.
4. Embrace the challenge to create a new tomorrow.
5. Work collaboratively and help others to succeed.
6. Always be respectful of your coworkers, our patients and their families, and visitors to our campus.
7 Make the most of St Jude resources and be mindful of those who provided them
Being a PFCC adviser has allowed me to work with staff who are instrumental in making the policies that make the next wave of cancer families’ stay at St. Jude better.
Affiliate/Satellite Clinics
Collaborates with St. Jude staff to provide feedback and focus on supporting families as they transition home to their affiliate.
Caregiver Support
Facilitates programming specific to caregiver support across the institution, including the Mentor Program, Caregiver Rounding and Caregiver Connections.
Comprehensive Cancer Center
Focuses on guidance within the cancer center’s operations and decision-making processes and provides diverse insight into all facets of scientific research.
Hematology Clinic
Focuses on the unique needs of caregivers and patients facing catastrophic non-malignant blood diseases.
Housing and Patient Services
Focuses on patient lodging, hospitality, arranging patient travel and reimbursements and patient meal stipends
Collaborates with all of Nursing Services on projects that provide optimal patient outcomes, participates in Nursing Shared Governance meetings, and provides feedback that benefits nursing staff at every level.
Patient Education
Focuses on the content and delivery of educational materials provided to patients and families.
Patient Experience
Provides feedback and collaborates with staff on projects and initiatives to ensure the best experience for our patients and families.
Quality and Patient Safety
Collaborates on initiatives and projects to prevent & reduce healthcareassociated risks and ultimately improve the care of our patients.
Quality of Life
Ensures the quality of life is improved for all patients as the eight recommendations for bereavement support are pursued.
TEA/Past Patients
Focuses on the specific needs of teens and emerging adults by providing insight, suggestions and supportive opportunities
As the number of advisers and adviser requests grew, it became clear that a more cohesive structure was needed to foster collaboration, reduce silos, and ensure consistent communication. In response, we restructured our programming, elevating the Patient Family Advisory Council to a board-level entity and establishing focused steering councils to enhance accountability and crosscouncil dialogue. As illustrated below, this strategic shift yielded meaningful improvements across multiple dimensions.
234
133 160
staff requests for adviser involvement
22% from FY’24
Active Advisers 11% from FY’24
7,427
volunteer hours
11% from FY’24
90%
Applicants completed process to become advisers from FY’24 45%
The Patient Family Advisory Council serves as the guiding body for PFCC efforts, providing strategic feedback on both new and ongoing institutional initiatives. It includes Steering Council their respective councils, fostering PFCC projects.
5 PFAC Meetings
6 Leaders presented in “Get to Know Your Leaders” series
23
30 Staff Presentations Hours of engagement from patient families
The PFAC continues to provide feedback to staff on high level strategic initiatives such as Quality Patient Safety strategic planning, Community Health Needs Assessment advisory committee, and Nursing Shared Governance. Many other projects benefited from adviser engagement including:
The Caregiver Support Steering Council is dedicated to identifying, coordinating and providing meaningful resources, programs, and support to St. Jude caregivers as they navigate an especially challenging time.
Launched the Caregiver Project, giving caregivers a way to honor their child's legacy by recording their St. Jude story.
Supported the first-ever caregiver appreciation week at St Jude
Developed a caregiver resources section on the website, making it easier for caregivers to access essential programs
Published a significant paper in the academic journal, Cancer
The mentor program is designed to ensure caregivers have adequate support no matter where they are in their child's St. Jude journey. This initiative provides a vital link, offering guidance and a sense of community to those who need it most.
Caregivers with a child in active treatment in oncology or hematology are matched with veteran caregivers for emotional support for 12-36 weeks.
Caregivers who are recently bereaved, have a child with a terminal illness, or on hospice are matched with a bereaved mentor for 15-27 months.
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In this short-term program, recently bereaved caregivers are contacted by a bereaved mentor to offer resources available through St. Jude for up to 3 months.
“I am so thankful for this program. I felt heard and understood in ways my friends haven’t been able to offer.”
263 Hours of Mentorship
1,362
“She gave me insight on what our grief could look like in the future.”
“Once I saw that not only can other families get through it, but they can thrive afterwards, I knew we would be OK.”
Inpatient rounding can help alleviate feelings of isolation for caregivers whose children are hospitalized. During these visits, advisers offer immediate support and comfort, share information about available resources, and reassure caregivers that they are not alone on their journey.
A new initiative to help caregivers connect with one another PFCC advisers host these events to provide a much-needed break for caregivers. Participants can engage in a hands-on craft while fostering organic connections with others who share their experience.
Hosted by a social worker and an adviser, these in person sessions offer an intentional resource for self-care, allowing caregivers to connect with others who truly understand their journey.
PFCC partnered with Psychosocial Services and Strategic Communication, Education and Outreach (SCEO) to launch the St. Jude podcast, Caregivers SHARE. Featuring advisers and experts discussing relatable topics and personal journeys, the podcast has reached over 3,600 downloads across 24 countries, offering caregivers a space to feel heard, supported and understood.
Launched this year with the help of dedicated advisers, U-DECIDE is an innovative program that connects parents and caregivers of newly diagnosed children with cancer to parent navigators at their St. Jude affiliate. These navigators offer personalized guidance through complex clinical trial decisions, demonstrating the value of adviser collaboration and lived experience in supporting families nationwide.
12 Navigators
9 Enrollees
22 Referrals
8 Enrolled in Clinical Trials
5 Completed the program
The Comprehensive Cancer Center Steering Council establishes a direct link between advisers and the researchers and physicians working to treat childhood cancers. The council ensures that patient and caregiver perspectives are considered in clinical trial development, research priorities, and future planning. They advocate for the importance of communicating clinical trial outcomes in clear, accessible language, making research findings understandable to all.
Advisers’ feedback directly shaped the Survivor Proud campaign’s strategies to boost HPV vaccination among childhood cancer survivors
Engaged advisers through institutional forums like the Cancer Biology retreat, integrating their input into protocol development and scientific planning
Facilitated adviser input across eight steering council meetings, informing research and clinical priorities for 14 investigators with patient and family perspectives
Developed the Rapid Engagement Catalyst (REC) to streamline researcher–adviser collaboration, delivering timely input on protocols, grants, and emerging studies
The Hematology Clinic Steering Council includes advisers whose children face catastrophic blood diseases, conditions that often require highly specialized support and resources. These advisers play a crucial role in bringing this unique perspective to PFCC programming, helping shape initiatives that reflect the real needs of affected families.
Hematology adviser was featured on the Caregiver SHARE podcasts
Presented at the St. Jude School Education Conference
Led the Kids in Transition to School (KITS) Program, an eight-week school readiness initiative for preschool parents
Presented to the Quality and Patient Safety Steering Council
Implemented Hematology Caregiver Connections
ers to rely on PFCC l has become a vital has consistently led to
Five advisers and two former patients participated in the 2nd Annual Vulnerable Voices event to encourage nursing excellence and give appreciation
Filled all open Unit Based Councils and Service Lines within the Shared Governance Structure with at least one adviser
Provided several panels of advisers for new nurse residents to offer support and answer questions
The Patient Education Steering Council plays a vital role in guiding the development of patient education materials across the institution The council contributes to content creation, reviews and edits materials for clarity, and ensures that language resonates with caregivers and parents by incorporating their perspectives.
Participated in a national webinar on the importance of PFACS
Three caregivers and a former patient participated in the St. Jude Patient Education Summit giving perspectives on learning styles and barriers to understanding while in treatment.
Participated in identifying a potential Learning Management System by providing crucial feedback through interviews and surveys
Reviewed and provided feedback on several videos and educational materials such as G-Tube, Sub-Specialty transitions and dental education
The Patient Experience Steering Council amplifies the voices of patient families, directly connecting their insights to the work being done to enhance the patient and family experience at St. Jude. This innovative, project-driven group collaborates with staff to identify challenges and crafts creative, practical solutions by integrating the lived experiences of families into meaningful improvements that shape patient-centered care.
Several advisers participated in and represented St. Jude at the Pediatric Experience Collaborative Summit held on the St. Jude campus
Provided the parent and patient perspective on wait times and provided ideas on how to best manage frustration in these areas when there are delays
Provided feedback on the surgery waiting room changes and helped with the verbiage for text updates to families
Participated in an institutional workgroup focused on Toy Distribution
The Quality and Patient Safety Steering Council brings caregiver and patient voices into safety efforts by participating in Apparent Cause Analyses (ACAs), reviewing near misses, and supporting improvement initiatives aligned with the annual Quality and Patient Safety Plan.
Served on the institutional Quality Patient Safety Committee and all four of the Quality and Patient Safety Institutional Improvement Projects
Provided caregiver feedback on Sepsis prevention, medication adherence, Discharge and Ambulatory CLABSI
Two advisers participated in the Annual Quality Planning Retreat which allowed them an equal vote alongside other institutional leaders to help identify priorities for the next fiscal year This level of inclusion highlights the value and impact of the council’s perspective
Attended institutional grievance meetings to provide caregiver perspective in improvement efforts
Contributed valuable feedback in developing the communication script for the Race and Ethnicity Data Collection and Integration Project
The Quality of Life Steering Council uplifts bereaved families by sharing personal stories that educate and inspire staff toward more compassionate engagement. Through a range of supportive programs, council members offer meaningful guidance to families navigating grief. Additionally, they collaborate with palliative care teams both nationally and globally to expand the reach and impact of this vital work.
Assisted in facilitating the End of Life Nursing Education Consortium
Provided bereaved family perspective in new nursing and fellows orientations
Incorporated bereaved family stories on the Together by St Jude online resource
Assisted in hosting and facilitating the Days of Remembrance Event
Several advisers attended and helped to support families at Camp Sunshine, a grief camp with a specific week dedicated to St. Jude families
PFCC staff and advisers collaborate with health care providers and institutions across the globe, providing them with programming information, education, and resources to facilitate the development of similar initiatives.
alMark Rypien, former Washington Redskins quarterback, joined a powerful conversation with fathers on how to support one another after the loss of a child. In partnership with St. Jude Global, the insights and experiences shared will be shared with partners worldwide to strengthen care and support for other grieving fathers
PFCC has partnered with the Global Pediatric Medicine team to support the meaningful engagement of people with lived experiences (PWLE) across St. Jude Global initiatives.
The PFCC program is important because this journey is not all about the medical needs...PFCC cares for the family at the core of the journey.
At St. Jude, advisers are recognized in a variety of ways but especially as volunteers, highlighting their dedication, impact, and efforts to both our staff and the broader community.
National Volunteer Month, observed each April in the United States, is a time to honor volunteers within local communities and encourage ongoing volunteerism. In April 2025, volunteers and PFCC advisers were celebrated through several meaningful efforts. One highlight was a large appreciation event held at the Memphis Zoo, with the theme "Wild about St. Jude Volunteers."
Community volunteers, advisers and staff enjoyed an evening of mingling, dancing, dining, and celebrating together.
Scan here to view photos and videos from the appreciation event.
The Jim Mobley Partner in Excellence Award honors outstanding staff members who go above and beyond to enhance patient care and experience at St. Jude.
This award honors Jim Mobley, a patient relations coordinator who exemplified the core principles of PFCC. Jim Mobley received this award before his passing in 2021, and his legacy continues to inspire our work.
This year’s recipient, Melody Burchett, nurse manager of the inpatient units, was recognized for her outstanding efforts in engaging advisers in unit-based council meetings. Her nominator highlighted the delicate balance required— creating space for nursing staff to speak openly while welcoming the perspectives of former parents and patients. They noted, “It is up to leadership to set the standard for how nurses can lean on advisers for support while also seeking their feedback.”
Melody Burchett exemplifies the power of collaboration between staff and advisers, setting a model for partnership that strengthens care for every family.
Nominees included: Daniel Moreira, MD; Christine Yu, MD; Trisha Paul, MD; Brad Muller, MD; Kathy Clayton, Yulia Miller, Erica Sirrine, PhD; Megan Bolling, RN; and Jackie Jerry.
The PFCC Platinum Partner program is a special recognition honoring advisers for their exceptional and loyal service. This lifetime title allows individuals to continue partnering in PFCC programming without committing to a specific adviser role. To qualify, a PFCC adviser must have accumulated five years or 1,000 hours of service as an adviser. We thank these individuals for their unwavering dedication to our patients, families, and staff and congratulate them on this new distinction.
A heartfelt thank you to our Staff Champions for generously volunteering their time to serve on the Patient Family Advisory Council, lead steering councils, and actively advance the philosophy and programs of Patient Family-Centered Care. Their dedication creates meaningful change and leaves a lasting impact on every family served.
Erin Aggus-Sutton
Quanita Anwar
Bess Atkinson
Wendy Avery
Carol Bailey
Katie Jo Bailey
Chris Benson
April Bezilla
Brad Bezilla
Elnora Blackledge-Lee
Victoria Bond
Terri Braswell
Kathleen Broughton
Stacy Brown
Kara Brownell
Mikki Caldwell-Orane
Megan Carlson
Anthony Cashio
Miranda Cashio
Horacio Cepeda
David Chan
Nikki Champman
Saneetra Charles
Kelly Church
Britni Coffey
Lorie Colletti
Madison Conklin
Andrea Cordova
Jane Culivan
Ashley D’Amore
Audrey Davis
LaChaka Davis
Linette Diaz
Dawn Draper*
Karley Draper
Allison Dumas
Maya Dunn
Kimberley Eldred
Paula Elsener
Andy Featherstone
Tammy Featherstone
Laura Fergesen
David Fisher
Elizabeth Fisher
Lakeisha Flowers
Bella Fortner
Tina Fortner
Christine Gillespie
Stephanie Glowacki
Grethel Gonzalez
Mario Gonzalez
Shea Greene
Quimverly Guzman
Merri Hackett
Jana Hancock
Aimee Hardy
Darick Hemphill*
Jackson Hemphill
Lindsey Herron
Jennifer Hershberger
Emily Hines
Amanda Hughes
Nina Island
Carson Ives
Dean Ives
Tasha Ives
Kimberly Jessop*
Jillian Kaufman
Stacey Kelley
Marie Kennedy
Jennifer Kline
Betsy Lambert
Patricia LeBlanc
Kristen Lee
Heather Lewis*
Sara Lohse*
Jessica Martin
Patrice Matthews
Haley Maus*
Nancarrow McClendon
Tim McClendon
Angie McCoy
Shaquitta McGhee*
Ella McKay
John McKay
Kimberly McKay
Katy Mortimer
Quenton Mullins
Christine O’Brien
Kevin O’Brien
*Steering Council Chairs
Cassie O’Daniel
Andrew O’Fee
Amanda Owens
Ashish Pagare
Lauren Palmer
Jennifer Papastephanou
Hetal Patel
Tammy Payne
Candace Pearson
Amy Pecanty
Michelle Perry
Olivera Petrovic
Amanda Pitman
Kimberly Pugh
Lisa Redmond-Yates
Mary Reyes
Carina Richardson*
Carlene Ricker
David Ricker
Janet Riggan
Liz Robertson
Manny Rodriguez
Jennifer Rogers
Randal Rogers
Brenda Rydell
Asmau Sada
Shane Schrock
Bretton Schulz*
Alexander Seay
Brittany Sexton
Jodi Shaw
Kady Shell*
Wes Shell
James Siria
Caitlin Soma
Jennifer Stanley
Kamala Steele
Katlyn Steimel
Brenda Stephens
Joslyn Stidman
Asia Stigall
Eleanor Suchomel
Nikole Sullivan
Karen Sylvia
Carrie Taylor
Ashley Timmons
Jeremiah Timmons
Kacee Torres
Melanie Trojanowski
Lisa Trumbo*
Sherri Tyson
Nataliya Vial
Justin Wai
Allison Waltz
John Wampler
Jessica Watts
Lestie Webb
Celeste Welch
Katherine Weyer*
Stephanie Whisler
Heather Williams
Jason Winkle
Katie Witsoe
Carla Wyatt*
Ahnalysse WylandOlberding
Lei Zhang
St. Jude Advisers,
Thank you for your extraordinary dedication to supporting fellow families, generously sharing feedback with staff, and working tirelessly to enhance the patient and family experience. It is a true honor to walk alongside each of you. Your willingness to speak on behalf of your child’s journey, share your own experiences, or honor your child’s legacy reflects profound courage and compassion. Your commitment makes a lasting impact on every family who walks through the doors of St. Jude. We appreciate you today and always.
