Consumer Services | Florida Department of Health (2024)

  • Enforcement Process Map (pdf)
  • The Consumer Services Unit (CSU) is where the complaint process begins. It is the central intake for all complaints, including complaints alleging the practice of a healthcare profession or the operation of facilities/establishments without the appropriate license. CSU includes investigators and analysts assigned to specific professions. Staff reviews each complaint for possible violations of laws and rules.

How we review complaints
All complaints are assigned a computer generated complaint number for tracking purposes. Staff reviews each complaint for possible violations of laws and rules. Only complaints that are legally sufficient are investigated.

How we determine legal sufficiency
Section 456.073(1), F.S., specifically provides that “…A complaint is legally sufficient if it contains ultimate facts that show that a violation …has occurred.” After review of a complaint, if the allegations and supporting documentation show that a violation may have occurred the complaint is legally sufficient for investigation. The complainant is notified by letter as to whether an investigation is initiated, additional information is needed or the complaint is determined not to be legally sufficient and is being closed. For legally sufficient complaints, the letter will include the name, address and telephone number of the office that will conduct the investigation.

Examples of complaints that may be investigated

  • Practicing below minimum standards or negligence
  • Impairment/medical condition
  • Advertising violation
  • Sexual misconduct with a patient
  • Misfilled/mislabeled prescription
  • Failure to release patient records

Examples of complaints that may not be investigated

  • Fee disputes (broken or missed appointments)
  • Billing disputes
  • Personality conflicts
  • Bedside manner or rudeness

Anonymous Complaints
CSU may investigate an anonymous complaint provided it is legally sufficient, the alleged violation of law or rules is substantial, and CSU has reason to believe, after preliminary inquiry, that the violations alleged in the complaint are true.

The Investigation

Many legally sufficient complaints are forwarded to the appropriate field office with the Investigative Services Unit, but CSU may mediate and conduct investigations involving minor violations.

Invoice Payment Information

CSU Billing Packet (pdf)

Consumer Services | Florida Department of Health (2024)

FAQs

What should you do first if you receive notice from the Florida Department of Health? ›

If you have received a notice of investigation or an administrative complaint from the Florida Department of Health or the Agency for Health Care Administration it is important to seek the advice of an attorney who is experienced dealing with these government agencies.

What is the role of the consumer service unit in the Florida Department of Health? ›

The Consumer Services Unit is the major point of intake for consumer complaints about health care practitioners in Florida. Complaints may be filed using the Florida Health Care Complaint Portal or emailing MQA.ConsumerServices@flhealth.gov.

Who handles consumer complaints in Florida? ›

Complaints You Can File Online

Do you have a complaint about a business? The Florida Department of Agriculture and Consumer Services (FDACS) can help, regardless of whether we regulate the specific industry.

What services does the Florida Department of Health provide? ›

Programs and Services
  • Adolescents and Young Adults.
  • Infant, Child & Adolescent Health. ...
  • Community Health. ...
  • Correctional Medical Authority.
  • County Health Departments. ...
  • Emergency Preparedness & Response. ...
  • Immunization. ...
  • Infectious Disease Elimination Act (IDEA)
Dec 6, 2018

How many days do you have to answer a complaint in Florida? ›

(1) Unless a different time is prescribed in a statute of Florida, a defendant must serve an answer within 20 days after service of original process and the initial pleading on the defendant, or not later than the date fixed in a notice by publication.

What does the division of consumer services do in Florida? ›

The Division of Consumer Services offers a variety of information and resources to educate consumers regarding numerous insurance and financial topics. Our mission is to proactively educate and assist Florida's insurance and financial consumers through responsive, professional and innovative service.

What does a health consumer do? ›

A health consumer is anyone who has used, currently uses, or will use health care services. It also includes their family and caregivers. The term may be used to replace the term “patient” to represent the person's more active role in making healthcare and medical decisions with their clinicians.

Who oversees the Florida Department of Health? ›

The State Surgeon General, who serves as the State Health Officer and is directly appointed by Florida's Governor, and confirmed by the Florida Senate. DOH has four deputy secretaries that oversee all of its business and programmatic operations.

Who investigates consumer complaints? ›

As the nation's consumer protection agency, the FTC takes reports about scammers that cheat people out of money and businesses that don't make good on their promises.

What is the consumer protection Act in Florida? ›

Consumer laws in Florida set out to protect residents from scams and enforce their rights against both the government and large corporations. The statues generally lay out consumers' rights in the marketplace. They are intended to safeguard citizens in commercial transactions, and protect them from financial harm.

What are five federal laws that protect consumers? ›

Consumer Warranties and Service Contracts
  • Express and Implied Warranties.
  • Dealing With Warranty Breach.
  • Federal Securities Act.
  • Fair Credit Reporting Act.
  • Dodd-Frank Act.
  • The Fair Housing Act.
  • The Fair Debt Collection Practices Act (FDCPA)
  • Section 5 of the Federal Trade Act.

What is the role of the Consumer Services Unit in the Florida Department of Health? ›

The Consumer Services Unit (CSU) is where the complaint process begins. It is the central intake for all complaints, including complaints alleging the practice of a healthcare profession or the operation of facilities/establishments without the appropriate license.

What does the Florida Department of Health regulate? ›

The department assesses the public health status and needs of the state; administers and enforces laws and rules relating to sanitation, control of communicable diseases, illnesses and hazards to health; coordinates with federal, state, and local officials for the prevention and suppression of communicable and other ...

Is the Florida Department of Health federal or state? ›

It is a cabinet-level agency of the state government, headed by a state surgeon general who reports to the governor. The department has its headquarters in Tallahassee.

What is a notice to appear in Florida? ›

A “Notice to Appear” is defined in Florida Rule of Criminal Procedure 3.125 as a written order issued by a law enforcement officer instead of a physical arrest requiring a person accused of violating the law to appear in a designated court or governmental office at a specified date and time.

What is a notice of administration Florida? ›

A Florida Formal Notice of Petition for Administration (sometimes called a Notice of Administration), is a formal document or form sent at the start of the administration of a deceased person's estate. It notifies everyone with a legal interest in the estate: The person has died.

What is the 7 day cure notice in Florida? ›

A seven day notice to Cure is appropriate when the tenant has unauthorized pets, guests or vehicles, has parked in an unauthorized manner, has failed to keep the premises clean and sanitary, has disturbed the quiet peaceful enjoyment of other tenants in the community or has failed to pay a sum that would not be ...

What is required in the Florida employee health care access at? ›

One of the main requirements of the Florida Employee Healthcare Access Act is that employers must offer health insurance benefits to their employees. The act sets minimum standards for these benefits, including coverage for medical, surgical, and hospital services, as well as prescription drug coverage.

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