Fidelum Health is a healthcare experience insights, analytics, and transformation enablement partner.

Our unique and extensively validated HUMAN Brand™ insights model enables much more effective ways to measure, manage and improve patient, team member and care provider experiences

The HUMAN Brand™
Insights Model

Basic human warmth and competence perceptions trigger a predictable pattern of emotions, loyalty and behavior.  When properly understood, tracked and leveraged, this model delivers significant gains in performance.

The HUMAN Brand™ insights model has been cited in over 400 peer-reviewed academic papers. This groundbreaking model documents and quantifies the universal human perceptions and emotions that drive patient, team member and care provider loyalty, providing an actionable roadmap for ongoing improvements.

More Details on Impact

Download the free Human Brand Insights Model white paper.

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Healthcare Experience Experts

Our management team is comprised of accomplished healthcare experience leaders, researchers and architects that have worked with dozens of health systems to improve loyalty, engagement and operational outcomes.

Actionable Insights

We start by uncovering gaps in patient, care provider and team member experiences though our highly innovative and extensively validated HUMAN Brand™ insights model. We quantify these insights through benchmark assessments and data analytics, and then translate them into care experience design and personalization strategies.

Sustainable Results

Improving engagement among team members and care providers can pay immediate and long lasting dividends, including increased retention and elevated HCAHPS scores. Our transformative care experience strategies will empower your system to deliver more personalized care for patients, and more engaging support for team members and care providers.

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Chris Malone

Founding Partner

Chris Malone is Founding Partner of Fidelum Health. As a lead consultant, Chris has worked with a wide range of healthcare companies and systems, including Cleveland Clinic, Advocate Health, Baylor Scott & White, Jefferson Health and University of Chicago Health. Chris is also co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies, as well as five peer-reviewed academic papers.


Oscar Budejen

Principal Consultant

Oscar Budejen is a Principal Consultant and leads patient, team member and care provider engagements with health system clients. Previously, Oscar was Vice President of Marketing & Channel Growth for Aramark Healthcare, working with and supporting over 300 acute care hospitals across the North America.


Randi Roy

Principal Consultant

Randi Roy is a Principal Consultant and has more than 30 years of experience in health care, as both an executive and as a management consultant. Previously, Randi was the Chief Strategy Officer at Village Care, a $1B not-for-profit health plan and provider organization. She currently serves on the Board of Directors of the University of Pennsylvania’s School of Nursing and is Chair of the Board’s Innovation Committee.


Brian Zaslow

Principal Consultant

Brian Zaslow is a Principal Consultant and is a specialist at qualitative patient, team member and care provider insights. Previously, Brian led client engagements with Keystone Health, TLC Laser Eye Centers and multiple senior living providers as a Senior Vice President at LevLane.  


Julie Worwa

Lead Researcher

Julie is an accomplished Lead Researcher & Statistician with over 25 years of experience in customer research and data analytics. Previously, Julie led custom research projects for Harris Interactive, a global business research firm.

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