Jennifer L. Wenhold, MSW, CPM Director/Medical Quality Assurance As the Director of MQA, I am proud to present the Fiscal Year 2021-2022 Annual Report and Long-Range Plan, which reflects and provides our stakeholders with a glimpse into our many achievements over the last 12 months. The employees of MQA consider it an honor to be public servants and support Florida’s growing health care workforce to ensure a strong public health framework for the state. While employment in health care occupations is projected to grow 14% between 2018 and 2028, MQA is positioned to continue delivering timely, accurate, and accessible information, enforcement, and licensure services by embracing the trend of digital transformation. During the 2021-2022 fiscal year, MQA processed licenses for health care practitioners within an average of one business day. Considering research that shows it can take between six weeks and six months to issue health care licenses around the nation, MQA is proud to be a pioneering leader and serve as a role model to other state governments for automated services and the nation for our visionary approach to health care regulation. Another area that continues to shine is the commitment and achievement of our employees and the many partners who give selflessly of their time to serve on our boards and councils. Employees are strengthening the backbone of the organization by contributing new skills, knowledge, and best practices through participating in certificate programs in public and contract management, attending national conferences, acquiring industry best practices in performance excellence, and more. Together, we have increased the level of service to our customers, while improving the quality of our core business processes. Since July 2021, MQA has deployed more than 35 customized data dashboards that empower teams across the Division to make data-informed and customer-focused decisions in real-time. By combining multiple data sources into interactive visualizations, teams can track progress of key performance indicators and projects immediately, flagging any issues needing urgent attention along the way and promising great strides in streamlining licensure for health care practitioners. MQA also leveraged cutting-edge technology to power over 390,000 customer conversations via the enforcement, licensure, and information chatbot, ELI. This cognitive virtual assistant provided answers to over 70% of health care practitioner, licensee, and consumer inquiries via web chat, voice assistance, and text message. ELI serves customers in a variety of innovative ways, such as providing exam results, processing payments and change of name and address requests, and verifying licenses. MQA continues to lead quality health care regulation as a noteworthy leader for pioneering these solutions, demonstrating compliance with statutory requirements, setting expectations for applicants, improving the visibility into the state’s processing system, and modeling a new way for other state regulatory boards. MQA and its ability to uphold the mission of the Department to protect, promote, and improve the health of all people in Florida has never looked brighter! From the Division Director 4 Annual Report and Long-Range Plan 2021-2022
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