Fidelum Health is a healthcare experience insights, analytics and operational improvement 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
Our Mission & Purpose to Enable Healthcare Outcomes
To inspire loyal patient and caregiver relationships that foster longer and more fulfilling lives…
Fidelum Health enables health providers and payers to deliver breakthrough patient, team member and caregiver experiences and outcomes…
With proven HUMAN Brand® insights, analytics and operational improvement support implemented through active partnership.
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 nearly 800 peer-reviewed academic publications. 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.
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.
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.
Chris Malone
Founder
Chris Malone is Founder 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.
Harris Baden, MD
Senior Medical Advisor
Dr. Harris Baden is a Senior Medical Advisor for Fidelum Health and professor of pediatric cardiac critical care at the University of Washington. He is a recognized national and international speaker on topics related to patient and staff experience. He has collaborated to develop local programs and national collaboratives to improve patient and provider communication and experience. He has also helped organizations design and implement experience programs, communication courses, and provider/leader coaching and well-being programs. Dr. Baden translates data-derived insights into human-centered, compassionate, and efficient health care experiences for patients and staff.
Jessamine Buck
Principal Consultant
Jessamine Buck is a Principal Consultant with Fidelum Health. She has over 15 years of experience building and growing member-focused managed care companies and innovative health services in the community and online. Jessamine specializes in offerings for Medicaid, dual-eligible and special needs populations and is passionate about improving experience and outcomes for those who need it most. She previously held senior leadership positions in strategy, innovation and partnerships for startup managed care companies in New York, including Freelancers Union and VillageCare.
Jason Dupuis
Principal Consultant & Advisor
Jason Dupuis is a Principal Consultant & Advisor with Fidelum Health. He is a human behavior enthusiast who believes in the power of Human Experience as a key driver of organizational performance and strategy. Over the past 20+ years, Jason served as the Chief Experience Officer for PM Pediatrics Care as well as the Administrative Director for Admitting and Emergency Services at Boston Children’s Hospital among other roles. He is also an Adjunct Professor at Boston College’s Woods College of Advancing Studies where he teaches Strategy & Marketing.
Suzannah Jones-Pogue
Legal, Ops & Admin Leader
Suzannah Jones-Pogue has more than 25 years of results-driven process improvement and operational experience resolving complex business and legal issues. Most recently, Suzannah provided leadership to several healthcare start-ups focused on healthcare payment processes, medical technology, and holistic patient experience. Suzannah was previously EVP Client Development and General Counsel for Knowtion Health (formerly RSource Healthcare).
Ken Kozielski
Strategic Advisor
Ken Kozielski is a Strategic Advisor and previous client of Fidelum Health. As Vice President of Customer Experience at Orlando Health, Ken led development and implementation of The Orlando Health Way patient experience and caregiver engagement strategic initiatives. Ken was also previously Vice President of Customer Experience at Wyndham Vacations and Vice President of Sales Effectiveness at Aramark Corporation.
Craig Loundas
Principal Consultant
Craig Loundas is a Principal Consultant with Fidelum Health. Previously, he led organizational culture, workforce development and change management with Penn Medicine. As Associate Vice President, Penn Medicine Experience, he was the architect of their patient and employee engagement strategic campaign. He is recognized for using change management strategies as the framework for patient experience initiatives at all levels of an organization. Craig began his career in higher education and now teaches interpersonal communication and customer experience strategy as an adjunct professor for Drexel University.
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.
Franco Stipa
Data & Analytics Leader
Franco Stipa is our Data & Analytics Leader. Previously, he served as Vice President of Advance Analytics at Aramark Corporation and has extensive experience in building and leading large scale data analytics functions.
Mike Woodruff, MD
Senior Medical Advisor
Mike Woodruff is Senior Medical Advisor for Fidelum Health. Formerly Chief Patient Experience Officer for Intermountain Health, Mike has over 15 years of experience leading teams in a human-centered, data-driven approach to reduce patient harm, drive better patient experience, reduce cost, and earn national recognition for performance in quality outcomes. Mike is an emergency medicine physician with a mission to alleviate suffering for both patients and clinicians. He understands that sustained clinical and operational excellence depend upon well-designed processes that make it easy to do the right thing.
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.
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.