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Two-step Authentication for Mayo Patient Portal
Hi - There are not any options to email IT so I thought this thread might be appropriate.
I am all in favor of security especially with medical records. Here are the issues as I see them:
1. What if someone only has a landline? Getting a text is not possible so how do we access the portal??
2. Why will there not be an option to receive the security code via email? I use many secure sites that require 2-step authentication and they all offer phone or email.
I think Mayo is being shortsighted by only offering one phone number in the upcoming required two-step authentication. Many of us will be unable to access the portal going forward and that will affect our care and access to our providers.
Thank you!
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I couldn't agree more! I do not text or have a phone capable of receiving texts. The option of a phone call is not ideal as there are other people in the house sleeping at times when I am busy online. The house phone line rings, everybody hears it, the sick wake up, children grab and answer it, etc. IT at Mayo really should offer the option of getting a code by email. I will not be able to continue accessing the portal with what is upcoming for 2-step authentication.
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2 ReactionsHere is support link for online login help that shows a phone #.
https://profile.mayoclinic.org/help
When logging in, you have 2 options, text or have them call you, which could work for a landline.
Maybe they can offer email on a case by case basis.
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3 Reactions@cherylannw and @cromme50, great feedback. Here are a few options to share your feedback with IT and those who manage Patient Online Services (the patient portal) at Mayo Clinic.
- Mayo Clinic Patient Portal Assistance https://onlineservices.mayoclinic.org/patientportal/support
Submit an online request: https://onlineservices.mayoclinic.org/patientportal/support/assistance-form
or call 877-858-0398 for assistance.
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2 ReactionsTo receive a telephone call from Mayo on a landline, one must be home. That limits accessibility.
The simple answer is to offer patients the choice of a phone or an email. Better yet, provide both.
Mayo is putting an insurmountable barrier to access the portal for patients. We are always prompted to check the portal. Yet, Mayo is going to make it impossible to do that for many of us.
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1 Reaction@cherylannw I agree with all. Before I retired one of the hats I wore as I managed at a private investment bank was as a certified fraud examiner. I totally get data security. But I personally don't like the text method and the phone will wake my wife up if I access anything at night when I most often do. The reason why they probably don't allow email is you are already accessing the site via the internet so if that you are hacked in a way it is not really a second form. The bad actor could have that too. They may have your email also. A trade off but I
prerer the email method also.
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1 ReactionI agree with many of the comments. It comes down to the benefits of additional security vs. the hassle of two-step verification.
In addition to what @colleenyoung posted, there is another phone number for help and questions about MFA. This is from an email I received about the change.
Need Help?
If you have questions or need help setting up MFA, contact Mayo Clinic Customer Assistance at 507-738-4013, Monday through Friday, 7 a.m. to 6 p.m. Central Time.
There is also an FAQ about MFA:
https://www.mayoclinic.org/patient/mfa-faq
Hope this helps.
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7 ReactionsI've emailed the portal team but I don't expect the policy to change. It's a shame.
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3 ReactionsI also feel email must be added for patients who need help navigating portal and information included.. family members who help patient but do not live with them must call patient to get this code. Seems not patient friendly