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OLLABORATION
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CCOUNTABILITY
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ESPONSIVENESS
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XCELLENCE
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EXCELLENCE:
We promote quality outcomes through learning and continuous performance
improvement.
RESPONSIVENESS:
We achieve our mission by serving our customers and engaging our partners.
ACCOUNTABILITY:
We performwith integrity and respect.
COLLABORATION:
We use teamwork to achieve common goals and solve problems
Innovation:
We search for creative solutions and manage resources wisely.
Accomplishments
Marlene Toledo, Investigator with the Investigative Services Unit
Due to her work with the National Insurance Crime Bureau on PIP fraud, Marlene Toledo was nominated for
Florida Insurance Fraud Education Committee’s Jerry Zappolo Distinguished Service Award, which recognizes
someone for their impact on the fight against insurance fraud. The nominator noted Ms. Toledo’s effective
interviews and source building during her investigations, and commended her for educating NICB on MQA’s role
in fighting PIP fraud. He also said: “Due to her initiative, licenses are being revoked, quality cases referred to
DOH and DOH investigators are being trained on PIP Fraud investigations.”
The Division of Medical Quality Assurance received a “compliant” status following the National Practitioner
Data Bank’s (NPDB) 2013 audit of more than 30 professions, which required extensive research and
review of disciplinary cases. NPDB compliance audits ensure that all states, health care entities and
insurance companies have the most current information on licensees, and facilitate interstate collaboration
in health care delivery. NPDB applauded MQA staff for their responsiveness, cooperation and commitment
to excellence.
Carmelette “Carmen” Gilley, Regulatory Specialist II
For the Board of Medicine, Carmen Gilley provided exceptional customer service while facilitating the
licensure of a medical doctor moving to Florida to develop an internal medicine residency program at
Florida Atlantic University. Ms. Gilley coached the physician through every step of the process including
obtaining necessary documentation. After receiving her license, the physician praised Ms. Gilley’s
professionalism and diligence, noting that Ms. Gilley had inspired her to work at a free clinic upon arriving
in the state. Thanks to her positive licensure experience, the physician was excited and enthusiastic about
bringing residents to train in Florida.
MQA Investigators Michelle Miller, Sandra Warner and Robert Yastremski
These three Bureau of Enforcement investigators were nominated for a 2014 L.E.O. Award and recognized
at the ASIS International Law Enforcement Appreciation Luncheon in May as part of a multi-agency
operation in Palm Beach, St. Lucie and Volusia counties. About 50 prescription drug overdose deaths were
tied to two doctors during a five-year investigation, and they were indicted in 2013. In the nomination,
the participants in the investigation were commended for their “long-term cooperation and unwavering
commitment.”
MQA launched updated, interactive websites for all of its boards, which can be accessed through the portal www.
flhealthsource.gov. The redesign simplifies the process of applying, renewing, or verifying a license and provides
information on how to file a complaint. The home page displays rotating alerts, news and notifications and provides
valuable resources for practitioners and consumers. MQA this year completed the project of overhauling all its
board websites to provide better customer service and encourage feedback.
Customer feedback from our three key users – applicants for initial licensure, licensees, health care consumers -- is important to
MQA and is used to identify improvements to services and processes. MQA employees understand that the services they provided
impact job creation and economic growth and increase patient access to health care services. Our external customer satisfaction
rate for fiscal year 2013-2014 was 95.5 percent.