LETTER FROM THE DIRECTOR It is my pleasure to present the Quarterly Performance Report for FY 2024-25 Quarter Three. This quarter, MQA combined efficient regulatory processes with the launch of a new marketing campaign, Cleared to Care, to increase licensee and applicant awareness and compliance with new background screening requirements per HB 975, Background Screening and Certification (2024). MQA constantly improves our licensure, enforcement, and information business processes to better serve health care practitioners, applicants, and consumers, the results of which are reflected by this quarter’s key performance results. In browsing this publication, I am confident that the readers of this report will see our commitment to mission and the customers we serve. Jennifer L. Wenhold MSW, CPM EXECUTIVE SUMMARY Section 456.025(9), Florida Statutes, requires MQA to report quarterly on its performance and financial status and assess its effectiveness in regulating health care practitioners and facilities. LICENSING 1,572,132 Florida licensed practitioners were recorded at the close of Quarter Three. 38,894 initial applications were received while 30,622 initial licenses were issued. 1,184 licenses were expedited and issued to military applicants. 61.8% more renewal applications were processed this quarter. Initial applications were processed in two days on average, while renewal applications were processed in 0.2 days. CUSTOMER CONTACT 73,553 web chats and 246,610 voice calls were conducted through MQA’s Virtual Agent, ELI. 91,194 calls were offered through MQA’s Call Center with 68% answered. ENFORCEMENT 189 new massage, optical, dental, and electrolysis (M.O.D.E.) inspections were completed in 4.4 days on average. 53 new pharmacy inspections were completed in 7.2 days on average. 13.9% more investigations were completed than last quarter. 390 unlicensed activity complaints were received, and 168 unlicensed activity cease and desist orders were issued. $40 million overall cash balance. FINANCES Q3 • Quarterly Performance Report • FY 2024-25 2
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