215: Changing Lives Through Compassionate Care
In this episode of The Health Disparities Podcast, host Joyce Knestrick sits down with Mia L. Jones, Chief Executive Officer of Agape Family Health, a community‑rooted health system serving Jacksonville with comprehensive medical, pharmaceutical, and behavioral health services. Agape’s mission is simple and powerful: “everyone deserves quality, affordable care delivered with compassion, regardless of insurance status or ability to pay.”
Mia shares the experiences that shaped her path to leadership and the values that fuel her commitment to community‑centered care. She discusses the gaps she saw when stepping into her role and how Agape works every day to remove barriers to access—from sliding‑scale payment options to neighborhood‑based clinics across Jacksonville, Florida.
Together, Joyce and Mia explore:
- What a new patient experiences when accessing Agape’s family practice, women’s health, pharmacy, and behavioral health services
- How integrating medical, pharmaceutical, and behavioral health improves outcomes for patients managing chronic conditions
- The importance of trust, dignity, and compassionate care for patients who have faced dismissive or negative healthcare experiences
- Jacksonville’s legacy of community‑based care—from Brewster Hospital to Dr. Alexander Darnes—and how that history shapes Agape’s mission today
- Real‑world inequities such as transportation, insurance gaps, chronic disease burdens, and mistrust in the healthcare system
- The partnerships, funding challenges, and operational realities of sustaining a mission‑driven nonprofit health system
Mia also shares powerful stories of impact—moments when Agape’s care changed the trajectory of someone’s life—and offers practical advice for clinicians and listeners who want to support health equity in their own communities.
Mia Jones
We want our patients to learn the importance of monitoring where they are and what their numbers are, being able to partner with some of the other groups within the community and bring resources to them. One We recently worked with Mayo Clinic, with our senior population to help them learn to use their phones to get the care that they needed. And that was a six week process where we brought seniors in, they provided trainers. They helped them to understand the importance of using their portal, the ability to be able to use telehealth, and they were so thankful and appreciative of that when they finished the series, you joy,
Joyce Knestrick
Hello. You’re listening to the health disparities podcast for movement is life. I’m Joyce Knestrick and a proud member of the movement is life advisory board. Movement is life promotes joint health and mobility for women through community programs, education, advocacy and our work is guided by collaboration, evidence based, behavior change and policy engagement principles that drive lasting community level transformation. You’re invited to join us for our movement is life 2026 annual summit in Detroit, Michigan on September 24 to 25 for details and reservation and registration, visit movement. Hyphen is hyphen life, hyphen community.org, I’m so excited to have our guest today, NIA Jones. She is the executive officer of agape Family Health, a community rooted Health System serving Jacksonville with comprehensive medical, pharmaceutical and behavioral health services. A copy’s mission is simple and powerful. Everyone deserves quality, affordable care delivered with compassion regardless of insurance status or ability to pay. Mia, welcome to our health disparities podcast. We’re so glad to have you today. Thank you so much for having me, Charles. I am so excited to hear about you and and your agape health so you’ve had a long history of breaking down barriers to care in the Jacksonville area. What was the moment or experience that you may say this is where I need to lead and make an impact on the community?
Mia Jones
I would say it probably started while I was in the state legislature, and I was there for eight years and being on health care appropriations in the state of Florida during that time, being a part of the policy writing policy as it related to health care for the citizens of the state. It really made me realize that there was a lot of work still to be done, and so when I came out of the legislature, I had the opportunity to consult with agape and to assist them in separating from the health department and standing up at their home. And then I was asked to lead the organization. And so when that request was made originally, I kind of pushed back and said, No, I don’t think this is what I need to be doing. But after some thought and some discussions with some key players, I realized that I had a knowledge base and I had relationships that could assist agape in making sure that those within our community that need healthcare would be able to get it and that we would be able to stand up a program that could stand the test of time.
Joyce Knestrick
Well, that’s fantastic, and thank you for your wonderful service to the state of Florida and certainly a lot of leadership experience there, so your commitment to serving both in short and under under insured patients is really strong, and it’s kind of unusual in today’s healthcare marketplace. What personal values or experience has shaped your dedication to this particular kind of community centered care?
Mia Jones
I come from a family of educators that my mom was in the school system for over 32 years, and my dad started in the school system, and then he ended up as executive director of the YMCA here in Jacksonville, Johnson, YMCA specifically, and our house was never a place of closed doors. So if they were at work and a child, especially, or a family was in need, they may end up at our house that night, they may end up around our table that week, which really gave me a sense of looking out for others. It made me understand the importance of looking out for others,
because you don’t ever know when you may need someone to look out for you, and it created, for me, an opportunity to set some guidelines on what I wanted my life to be like, what I wanted, how I wanted to impact the community that I lived in. And it’s, it’s, it’s worked. It has worked for me.
Joyce Knestrick
Such a wonderful story. When you started to look at Agape, what, what were some of the biggest gaps in access and equity that you weren’t uniquely able to address for agape?
Mia Jones
The biggest gap was that from 2004 until 2015 they were co-applicants with the Health Department, which means the health department was the fiduciary. The health department was able to maneuver within the environment that they were in, and if they didn’t have funding for something, the health department was able to reach into their bag and keep things moving when they had to go independent. It was a quick recognition that there would be a void. And so as I came in and as I prepared to assist them, when what I thought was going to be a volunteer basis, I recognized that they really needed someone to be able to stand in the community and be recognized as a thought leader, to be recognized as a community trustee, that people would want to assist in making sure that the mission continue, and so that’s what I saw. That’s what I continue to That’s what gets me up every morning, is knowing that the value of my presence covers a wide range of needs that the organization has, and it allows us to work with those within our community that are other nonprofits as well as for profit organizations to set up a care system that is on a firm foundation.
Joyce Knestrick
I also practice in a community health center in a rural area, and so I know the dedication that it takes for the executive director and leaders. I mean, if you don’t have that support and someone who knows the community well, it just doesn’t work. So you’re definitely showing us some really great community leadership. And I think it’s really important what you bring up about community and being that steadfast. And I’m really excited that you’re happy to go there every day, because I know when I go there to practice, I’m happy to go there. It just, you know, it just brings me joy, and I think it brings the patients that we serve joy as well. So what is so talking about patients? Can you kind of walk us through what a new patient experience looks like. And you know, from scheduling the appointment to getting care in your family practice, women’s health, pharmacy or behavioral health service, however you want to talk about it.
Mia Jones
So a new patient, depending on that patient situation, if it’s a new patient that is uninsured, may be unemployed at the time they’re going to come in, the first appointment they will have is an eligibility appointment, so that we can determine where they are, what they can afford, and work with them to identify where they. Fall on our sliding fee scale. Once we know where they fall, then we work with them to get them scheduled for their first appointment, and during that appointment, it may be preventative care appointment most of the time for the population that we serve when they come there, it’s not just okay. I just want to check my blood pressure. It’s
something is going on and I need care because I haven’t had it, and usually it’s a significant amount of time that they have not had that care. So we walk them through that second appointment to give them to the right provider, and then to follow up with that if they need specialty care, we partner them with care within our community, an organization that provides specialty care for those who can’t afford it. Those services are provided by volunteer doctors from our community, and then if they need medication, they’re able to go to one of our pharmacies and get that medication at a reduced price, because we have been granted 340 B designation, and so we’re able to Get those drugs at a reduced price if the patient is insured, then it’s just like going to any other doctor’s appointment. They come in, we verify that we are able to accept their insurance. If we are not listed as their, excuse me, as their primary care provider. We walk them through that process of getting that address, and then we will go ahead and schedule them for their appointment. Once they’re scheduled for that appointment and they go through seeing the provider that they need to see if they need behavioral health services, then we’re able to refer them within our organization for behavioral health, allergy, podiatry and dermatology, and then we are we’ll work with them to make sure that they get whatever medications they need, and then that they get the follow up that they need. Education is a big part of what we do, educating the patient on the services that we provide. The importance of not just coming when you’re sick, but coming, getting your baseline and then coming on a regular basis, whether it’s quarterly, if it’s a chronic disease patient, I could be monthly and work with them through that process.
Joyce Knestrick
Well, I think you have a really wonderful process in place. It’s been and I’m thrilled to hear that you have behavioral health services, because we know how important that is and impacts primary care in so many ways. So tell me what kind of impact this model has had on your community.
Mia Jones
For us, it has been a critical part of what we call our safety net. We have established in the City of Jacksonville, what we call Jack’s Care Connect, which is made up of the federally qualified health centers, of which there are two in our community, and then the free and charitable clinics within our community. We work together. We have one phone number that they are able to call, and then the team members that answer those calls are able to then direct that community member to the appropriate provider. For us as an FQHC, we have the benefit of being able to accept patients with insurance. And I tell those who have insurance that us being able to care for them really helps us stretch our mission even further, because it allows us additional funding to be able to support those who are not covered by insurance, and for us to be able to extend those services beyond our federally funded grant.
Joyce Knestrick
So you spoke a little bit about you having services everywhere that includes the south side, the North Side downtown and the west side. Is that right and then. So how does being embedded in these different communities really help you to deliver your care? I think you touched a little bit on it, but I would like you to extrapolate a little bit.
Mia Jones
So we are able to be strategically located within the very. Various communities allows for us to remove a barrier for many of our patients, transportation is a big barrier in the City of Jacksonville, being the largest land mass city in the state of Florida, is challenging, and so being able to make sure that we’re placed in communities where it makes it easier for our patients to get to us, if they’re on the east side, then they’re able to reach us. If they’re on the south side, they’re able to reach us, and they don’t have to have that additional barrier of transportation being an issue for them. So we open up at all of our locations. We have primary care for adults and children. All locations provide podiatry and behavioral health. And so what we found is it has removed the barrier for them.
Joyce Knestrick
So do you think that removing the barriers is what helps you build trust, or what do you think helps build trust with the community? So I’ve worked with vulnerable populations, and trust always seems to be an issue that comes forward about any type of service that’s being provided in their area. Can you speak to that a little bit?
Mia Jones
I think that the trust factor is critical. It goes back to why I recognize the importance of me being here and accepting the opportunity to lead the organization. My track record helps to build on that trust. The providers that we have that are servicing our patients, their reputations and the way they deliver the care helps to build on that trust. Being in the community, and making sure that we are partnering with other nonprofits who have clientele that need our services helps to build that trust and so putting the pieces together when someone walks through our doors, that is critical for me, that they feel from that first moment that we are there to help them, that we’re committed to respecting them, and that we’re concerned about the care that They will get and the quality of life that they’ll have when they walk out of that door.
Joyce Knestrick
I think those are particularly important when caring for people with chronic conditions. How do you manage? I think you talked a little bit about that. You have some specialty, and you have a pharmacy. Is there anything in particular you want to say about people with chronic conditions and how your facilities manage that?
Mia Jones
Absolutely, our chronic disease patients are the heart of our organization. Most of our patients are coming; they have multiple comorbidities that they are dealing with. And so when you’re talking about high blood pressure, diabetes, COPD, some of these other chronic diseases, we want our patients to learn the importance of monitoring where they are and what their numbers are, being able to partner with some of the other groups within the community and bring resources to them. One We recently worked with Mayo Clinic with our senior population to help them learn to use their phones to get the care that they needed. And that was a six week process where we brought seniors in, they provided trainers, they helped them to understand
the importance of using their portal, the ability to be able to use telehealth, and they were so thankful and appreciative of that when they finished the series. It could be that we’re in need of dietary education, and so we bring someone in. We don’t have a dietitian on staff anymore, so we partner with other organizations to educate our patients on how their diet impacts the chronic disease that they may have, and working with them to make sure that they’re getting fresh fruits and vegetables and I. Why that’s important. How do you prepare those things and in a way that’s going to benefit them in the long term? So chronic disease, we try to make sure that our patients recognize that it’s not a one time visit. Once you’re diagnosed with these diseases, they’re chronic because they’re not going anywhere, and so that being the case, we want them to feel comfortable coming back to us recognize that we’re simply a team member on their team of making sure that they’re as healthy as they can be and that they get the care that they need.
Joyce Knestrick
So thinking about it, I love that you had had some training for your particularly older patients using the electronics. But how can you, how do you assure safety and confidentiality? Because, again, with populations that have trust issues, they worry about, you know, who’s going to get their information, and how are you keeping that secure?
Mia Jones
We make sure that we’re following the HIPAA guidelines. If we bring in an organization to partner with us on something, we make sure that they understand what the HIPAA guidelines are, and we make sure that the patient knows what information will be given to them, so that they can have that confidence that their information is Safe. Communication is just really critical and making sure that we are communicating to the patient exactly what’s being done, how it’s being done, and who’s doing what.
Joyce Knestrick
That’s a great point to bring out about the communication, because I think that is one of the things that is the greatest strength, sometimes in community health centers, because we’re always communicating with patients. So I think you’re really carrying a big legacy forward because of Jacksonville’s history of community based care, from the Brewster hospital training to to some leadership during pandemics in your area. How does your history of Jacksonville really impact your approach to care today?
Mia Jones
For me, it really is being able to create an environment where people want to be cared for. We don’t want it to be a situation where when they walk in the door, they feel like they’re coming to a place of last resort. For many years in Jacksonville, that was the case. And so as I’ve taken over the leadership of this organization. I have been very thoughtful in making sure the environment is one, that when they come in, they feel respected and appreciated, and that it’s not a matter of I don’t have anywhere else to go, so I’ve got to take whatever you’ll give me, but we want to provide them with quality care, quality information, but ultimately a quality experience that changes The narrative for patients within our city, that allows them to be be proud of where they’re coming and who’s providing service to them.
Joyce Knestrick
You spoke a little bit earlier about some of the problems that you have, you know, with transportation, chronic disease management, things like that. What? What kind of gives you hope? What makes you optimistic about improving health equity in Jacksonville?
Mia Jones
What gives me hope is that when I walk into one of our four sites and I see the people there, I hear the conversations that they’re having. I met somebody in the grocery store who was able to receive care. It just reminds me that as long as we’re steadfast in making sure the services that we’re rendering are quality services that we’re benefiting not just the patient that we’re seeing, but we’re benefiting that family, because if that patient is sick and not able to go to work, it’s going to impact the family. We’re benefiting the community and making sure that they know there is somewhere for them. To go, they are able to get the care that they need and that ultimately, agape lives up to its name. We’re a place of love.
Joyce Knestrick
What financial or operational challenges do you face the most often, and how do you navigate them?
Mia Jones
I would say we face challenges of specialty care cost. I was reminded that years ago, I went and participated with a group, and they were providing services, and they were doing mammograms free of charge, and to the homeless, and one of the ladies said to I said, Oh, you know, come on, you know, get your mammogram. You know that. You know you’ll be able to get she said, No, no, thank you. I appreciate the offer. However, if I have cancer, I would rather not know and just die from it, as opposed to knowing and having to add that additional burden of worrying about it and not being able to afford or get the care that I need. That has stuck with me so as we’re providing services, when we have patients who we’ve reached the limit of what we can provide, and they need additional care, it’s important for me to be able to make sure that we can fill that gap. So if it’s being able to build a relationship with someone who can render that care for them without them having to pay for it. It becomes really important, and so our patients find themselves in that situation often, okay, you give me a screening and I do a mammogram, and then I need a biopsy. Well, your program doesn’t cover a biopsy, and so then we have to find ways to either find the funding to pay for the biopsy or find a provider who will give that service to that patient recognizing they can’t afford it. So I would say that is our biggest gap.
Joyce Knestrick
I think we see that in all the underserved areas, it’s just hard for me to even swallow it right now hearing your story, because it’s very similar, you know, to the same things that we encounter with patients every day. So it already looks like you have a lot of partnerships that you know, that you’ve already developed with your great leadership. So as a copy grows, how do you plan to maintain that culture of compassion and dignity that really defines your care model, which I think is so important in what’s going on in healthcare today?
Mia Jones
It’s my goal to make sure that we are paying attention to where we are and where we’re going to be thoughtful in that process, not assuming that things will happen, but preparing to render the service that’s necessary. As a nonprofit today, it’s difficult, especially when you start to look at some of the barriers that are being put in place. We provide service regardless of a person’s ability to pay, regardless of where they’re from, who they are, the community that they come from, some of the challenges that we face, we have to be strategic in providing the service, strategic in how we frame it and then how we render it, so that ultimately we don’t lose the funding that we have, that we’re able to increase that funding and then we. That we’re able to create for the organization, a perpetual funding system that allows for long term viability.
Joyce Knestrick
Yes, I think that’s for the importance of your community engagement that you talked about how they can strengthen your connection to the community in order to be able to improve that and and give you that lasting viability. If you had one simple thing that a clinician could start doing tomorrow to help better your patients who face barriers to care?
Mia Jones
Increase the volunteer positions that we have, the dollars only go so far, and sometimes we don’t have enough to be able to bring in additional providers. So being able to create a volunteer cadre of providers that understand our vision and our mission and support it, and they’re willing to do that with their time and their talents.
Joyce Knestrick
That’s an excellent strategy. What about listeners? How about the listeners who want to support your mission? What is one, one concrete step that someone listening to this podcast could do, whether it’s donating, volunteering or just spreading the word?
Mia Jones
I think all three. We are working to put together a plan where people can give on a monthly basis, so that it’s not that annual event that raises the money, but that we’re able to create a community effort in supporting the work that we’re doing, the volunteers, like I said, that becomes critical when you don’t have We have two providers at each location, and for the specialties, we’re able to provide that service at every location, because the provider goes to each location each week. So being able to have the additional we have right now one volunteer doctor. So my goal is for us each year to increase that and to make sure that we also use the new providers that are coming online, those that are being educated, to provide service. So we’re partnering with residency programs now to bring those newer doctors in, introduce them to who we are and what we do, and we want to make sure that the community knows that the services that they’re getting are being provided by well educated, committed providers. So volunteering, donating, and then the biggest thing that doesn’t cost anybody anything is to just simply tell our story, being able to say, if you’re out in the community, you can go to agape. Agape is there. They’re available to you, and these are the services that they provide. For quite
a time after covid, many people only remembered us for covid, we stood up two sites that ran seven days a week in the community. And so when people heard agape Family Health, they’re like, Oh yeah, y’all the covid people. So we’ve had to do some rebranding and to remind them that before covid, we were here and that we’re here to be your provider of choice, to be your provider when you don’t have another provider, but ultimately, for us to be a quality stakeholder within the healthcare environment within our community.
Joyce Knestrick
Great, Mia. Thank you so much for joining us today and leading this organization that ensures compassionate, high quality care and making sure that it’s accessible to every family in Jacksonville, your heart touching stories really, really touch me, and I’m sure will touch our audience as well. For listeners who want to learn more or get involved visit a. Agape, Family Health, A, G, A, P, E, family health.org. This concludes another episode of the health disparities podcast for movement is life and I’m Joyce nestrich Until next time, be safe and thank you again, Mia.
Mia Jones
Thank you so much for having me.