Northern Illinois University's student health director finds similarities between health, restaurant industries: 4 questions with Andrew Digate

In this special Speaker Series, Becker's Healthcare caught up with Andrew Digate, director of student health services at Northern Illinois University in DeKalb, Ill.

Mr. Digate will speak on a panel during the Becker's Hospital Review 4th Annual Health IT + Revenue Cycle Conference that is titled "Key Revenue Cycle Issues for Health Systems Government, Payor Relations, Accounts Receivable, and More," at 1:00 p.m. Wednesday, Sept. 19. Learn more about the event and register to attend in Chicago.

Question: In the past 12 months, how have you adapted to new patient experience expectations in the age of consumerism?

Andrew Digate: We will utilize the Net Promoter Score methodology for our patient/student surveys in the fall — when students come back to campus.

Q: What is the biggest barrier to price transparency in the healthcare industry?

AD: To be honest, it's all of us in healthcare. It's understandable that "apples to apples" comparisons are difficult in healthcare for a myriad of reasons. However, if we are not careful about how price transparency is conveyed, we might see the commoditization of our industry.

Q: What is the most exciting thing happening in health IT right now? And what is the most overrated health IT trend?

AD: Telemedicine will continue to gain an even stronger foothold with patients. This is extremely exciting as a whole, especially within the IT realm.

I am fascinated at the prospects of blockchain getting us toward interoperability.

Barriers to market entry are relatively low for healthcare apps. While many are very noble and extremely beneficial, deciphering a true clinical benefit from concerns with data integrity can be potentially challenging. This is a trend that can be a bit overrated.

Q: What's the best thing you've read lately?

AD: I find plenty of similarities between healthcare and restaurants or hospitality. Many of my family members are or were in the food business in one form or another. As such, I enjoy reading books authored by restaurant professionals. Two months ago, I reread Restaurant Man by Joe Bastianich. He grew up in the restaurant industry and after college went to Wall Street. He realized that his true calling was in the restaurant business. He went back to the industry and is now one of the most successful restaurant owners. His story checks many boxes for me: uplifting personal story, noteworthy perspectives on business and entertaining, as well as relatable, family history.

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