The Patient Experience

Many organizations have an  existing service excellence model in place to guide communication with patients and/or colleagues.  The ACH approach of utilizing relationship-centered communication supports existing models and frameworks, and attendance at ENRICH can help show you how to take your current service excellence model to the next level and further drive outcome improvements.  Whether you are looking to decide if your team or your physician group would benefit from additional support and training, or if you are interested in how you can advance your efforts with service excellence, ENRICH offers you an environment of like-minded individuals seeking to make patient experience at the forefront of all they do in the healthcare setting.   

Patient Experience leadership is complex as it requires influence instead of hierarchy and dynamic change management capabilities.  Using evidence-based communication tactics to accomplish this is key, and through your small groups you will gain skill to communicate more influentially and strategically while deepening your alignment with the leaders and teams you serve.   


PXE Credit

What are PXEs?

The Patient Experience Institute offers formal accreditation for learning, teaching and professional service events and activities focused on the patient experience. This accreditation allows programs and events to award Patient Experience Continuing Education Credits (PXEs). PXE credits are awarded for both internally developed and commercially offered learning opportunities. PXEs can be applied towards certification and recertification as a certified patient experience professional.

17.75 PXE credits will be available.  More details to come!


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 p.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 role play 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 

  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