The Clinician Experience

Clinicians of any discipline are required to demonstrate patient-centeredness in all interactions, but what if they could demonstrate relationship-centeredness, meaning that their interaction was focused on the needs of the patient and their needs to provide care as a clinician?  The outcome of this approach is impactful, as patients in ACH's partner organizations note that they feel respected and listened to by clinicians communicating this way.   Even though many organizations maintain a service excellence or communication standards framework, the relationship-centered communication "RCC" approach offers an additional layer, that can be customized in to existing frameworks and acronyms, in order to ensure the best patient experience. 


CME Credit

In support of improving patient care, this activity has been planned and implemented by Amedco LLC and Academy of Communication in Healthcare.  Amedco LLC is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.

Credit Designation Statement – Amedco LLC designates this live activity for a maximum of 17.75 AMA PRA Category 1 CreditsTM for physicians and 17.75 contact hours for nurses and 17.75 of knowledge/application/practice-based contact hours for pharmacists. Learners should claim only the credit commensurate with the extent of their participation in the activity.  


Sample ENRICH Experience



  7:00 a.m. - 6:00 p.m.


Check in here to receive your conference materials.  

  7:30 a.m. - 8:30 a.m.

  Networking Breakfast

  8:30 a.m. - 10:15 a.m.

  Opening Session

Receive a warm ACH welcome from 2019 ENRICH course director, Brenda Lepisto, PsyD, as she provides an overview of the ENRICH experience! 

To kick us off, ACH Faculty member and VitalTalk Founder, Robert Arnold will give a talk on  "A career is a long time:  Lessons, books and the importance of self-education.".

To conclude our opening session TED-style speaker, Javeed Sukhera will present on "Bias in the Mirror: Breaking Bias without Breaking Ourselves."

  10:30 a.m. - 12:30 p.m.


ENRICH workshops are highly interactive sessions where everyone participates and contributes.  You'll learn key principles from seasoned ACH Faculty, ACH Faculty-in-Training (FITs), and ACH Relationship-centered Communication Facilitators (RCFs) then you'll get the chance to practice those skills via skills practice scenarios or small breakout groups.  The facilitators, and your fellow workshop participants, will provide feedback and coaching so you're left armed with techniques to implement in your everyday work! 

You'll pick 1 of the following to attend on Day 1.  (On Day 2, you choose a 2nd workshop from the list below so that you don't miss out). Full descriptions can be found here.

  • Improving Patient Experience with Relationship-centered Communication (RCC) Skills* 
  • Coaching and Feedback through Relationship, Reflection and Intentional Change
  • Communication Skills for Effective Conflict Engagement
  • "Can I Really Ask That?"  Culture, Diversity, and Hierarchy
  • Leading Interprofessional High Performance Healthcare Teams
  12:30 p.m. - 2:00 p.m.

  Networking Lunch

Connect with other attendees over lunch.

  Scholarship Winners for Diversity, Equity, and Inclusion Lunch – Location TBD

  2:00 p.m. - 6:00 p.m.

  Learning Group

Engage in your intimate small group facilitated by ACH faculty.  The goal of these groups is to provide a space where each participant will clarify her/his own learning goals related to interpersonal and communication skills, personal awareness, and reflection. The "learner-centered" nature of these groups means that the individuals drive the focus and direction of the group time by engaging in exercises that will help accomplish each group member's individual goals.

You will remain in the same small group for the entire course so that you can build deeper relationships with a smaller sub-set of attendees.  

You will participate in one of the following styles of learning groups.  The main difference among the group styles is the lens through which you explore personal awareness.  Click here for descriptions of each style.

  7:00 p.m.

  Optional Off-site Dinner with Colleagues

This is an opportunity for you to get out of the hotel and explore the city of Pittsburgh!  You can join small groups of attendees to enjoy dinner with at nearby restaurants of varying cuisines and price ranges.  The location options will be announced in advance so you have time to gather your new friends and select a place to dine.  Since this is optional, costs associated with this event are the responsibility of the participant.  


DAY 2*

Day 2 activities consist of workshops and learning groups.  You'll attend a different workshop today than you did on Day 1. Don't worry about missing content from the other workshops!  Materials from all 5 workshops will be available to all attendees online via a private group on the ACH Connect online community, just for 2019 ENRICH attendees!  You stay in the same learning group for the whole course, so you'll return to the same small group you participated in yesterday.
  8:00 a.m. - 6:00 p.m.

  Information Desk

Have a question or need assistance?  Stop by the desk and an ACH staff member will be happy to assist!

  8:00 a.m. - 9:00 a.m.

  Networking Breakfast

Connect with other physicians, nurses, and clinicians over a light breakfast.

  9:00 a.m. - 11:00 a.m.


Attend a different workshop today!  Your Day 2 workshop, like your Day 1 workshop, is based off the preferences you ranked when you registered.  Don't worry about missing content from the other workshops!  Materials from all 5 workshops will be available to all attendees online via a private group on the ACH Connect online community, just for 2019 ENRICH attendees!

  11:15 a.m. - 1:00 p.m.

  Learning Group

These small groups are longitudinal, so you'll return to the same group as Day 1.

  1:00 p.m. - 2:30 p.m.

  Networking Lunch

            Connect with other attendees over lunch.

  Relationship-centered Communication Facilitators (RCF) & Faculty-in-
  Training (FIT) Info Lunch

Interested in participating in an ACH program?  Hear about the Relationship-centered Communication Facilitators (RCF) and Faculty-in-Training (FIT) programs!

  2:30 p.m. - 6:30 p.m.

  Learning Group

These small groups are longitudinal, so you'll return to your same group.

     Dinner on your own



  8:00 a.m. - 10:30 a.m.   Information Desk
  8:00 a.m. - 9:00 a.m.   Networking Breakfast
  9:00 a.m. - 10:15 a.m.

  Closing Session

2019 ENRICH course director, Brenda Lepisto, PsyD, will wrap up the course with reflections on the last few days.  Then, to close, TED-style speaker Denise Davis, MD will present on "Equity and the Power of Personal Narratives."

  10:30 a.m. - 12:30 p.m.

  Learning Group

You'll return to your learning group for the last time, 


  The course ends, but the connections continue on ACH Connect.

  Lunch on your own