Q1 • Quarterly Performance Report • FY 2023-24 3 In Quarter One, ELI fielded 165,720 voice calls and 55,178 web chats. PROMETRIC TESTING In July and August, MQA’s certified nursing assistant (CNA) testing vendor, Prometric, secured new regional test sites in Panama City and Lake City to accommodate the testing needs of CNAs in the Panhandle. These locations are along the rural I-10 corridor, which travels through some of the least populated areas in the state. By securing testing sites in rural locations, CNAs can experience greater access to facilities where they can complete the testing requirement of their licensure application and get to work just that much faster. WHAT'S NEW WITH ELI? Licensure applicants can now use the web version of MQA’s Virtual Agent, ELI, to record address changes for their licensure applications. This innovation allows MQA to quickly access and update licensure records. For licensure applicants and practitioners, this means that records are updated faster, speeding up the time it takes to get to work. In Quarter One, ELI fielded 165,720 voice calls and 55,178 web chats. To learn more or access ELI, visit FLHealthSource.gov/eli or find ELI at the bottom of any respective board website. AROUND MQA AN INSIDE LOOK AT DENTAL SEDATION In August, the Board of Dentistry partnered with the Bureau of Enforcement to host a dental sedation workshop in Ft. Lauderdale. Dental sedation inspectors demonstrated the general sedation inspection and fielded questions from attendees. This workshop provided attendees with the opportunity to engage with MQA and learn first-hand about the guidelines of the general sedation inspection process. Demonstrations like this grant practitioners a view of the inspection process from outside of the clinical setting where they can better prepare to pass inspections, leading to safer delivery of quality health care services from within their facilities. FLORIDA HEALTH CARE COMPLAINT PORTAL IMPROVEMENTS The Florida Health Care Complaint Portal was launched in FY 2015-16 to assist health care consumers in identifying the appropriate state agency to address complaints through a series of questions. MQA improved the portal in Quarter One by enabling consumers to submit complaints digitally. Since establishing this new capability on September 5, more than 400 consumers have submitted complaints digitally, streamlining the complaint intake process and increasing consumers’ access to file a complaint. To learn more about the complaint process, visit floridahealth.gov/licensing-and-regulation/enforcement/ index.html.
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