Active and productive patient and family advisory councils (PFACs) offer a forum for hospitals to obtain ideas, input, and insights to guide quality improvement efforts. PFAC members bring their experience in partnering with healthcare professionals and sharing their unique perspectives. This learning and action network will highlight the journey of one hospital with a robust and highly engaged PFAC. AdventHealth Ottawa in Kansas established a robust PFAC in 2015 that was involved in several hospital projects including one in the emergency department (ED) that included input into the customer aspects of the new ED such as the entry way pictures, waiting area, chapel, pediatric room, and more. The hospital struggled to keep their PFAC engaged during the height of COVID, as did others, but they are now back up and running with two of their members sitting of the hospital’s quality and patient safety council.