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Re-using past tests? Need help submitting files to Mayo Clinic

Posted by 88lance @88lance, Apr 29, 2022

Hello everyone, new to Mayo and the discussion board here.

I have a question about previous tests I have done, and if they are useful.

I have had several thousand dollars worth of blood tests, ultrasounds, MRI, visual field, OCT's, and several other things done by specialists trying to find the reason for my tunnel vision. Everything comes back clear with no issues. Was told by a few people to go to Mayo.

I was told I need to start in opthalmology, but over the phone I get mixed answers about my tests.

The first lady said they do all their own testing.
The second phone call I was told to send all of my previous tests and MRI to them along with my referral.
The third call today the lady looked at my email with the hundred pages of tests and MRI I sent and said "we don't really need this, we do our own testing".

I'm curious about what they are actually going to do. Redoing 9,000 dollars worth of tests that was just completed over the last 1-5 weeks seems like a waste and also extra time spent on something unnecessary.

It also concerns me financially, as I'm already draining my savings to try to figure this out as it is.

What are your experiences, do they really do this, or will they start close to where I have left off?

Interested in more discussions like this? Go to the Visiting Mayo Clinic Support Group.

88lance | @88lance | May 16, 2022

Really at a stuck point here, thousands of dollars of blood work, MRI, ultrasounds, and OCT scans, and nobody can find out why I have tunnel vision.
Several people have suggested Mayo, so I started the process. I gave them my info, got an account, and gathered all my information and stacks of tests. They gave me an email to send it all to.
I made a zipped folder, and separated the OCT results from the MRI, and the Ultrasound, and blood work, neatly in it's own zipped folders. My ophthalmologist sent the referral.
After about a week I called to check it they had received it. They told me they had, but they couldn't use it because they didn't accept it in a zipped folder.
So I separated the photos out and resent it in the format they preferred.
A few days later I call and they said they can't use the MRI because it was a clickable link, they want each individual photo in an email. So I separated the MRI photos into an email themselves so that they didn't have to open the MRI page.
I called again and they said they can't use my paperwork because the bloodwork pages are not labeled. They also tell me the referral (which was there a few days ago) is not there and they don't have it.
I called my opthamologist and they resent the referral. I labeled the pages and resent everything again.
A few days later I called and asked if they received it. They said yes but that they cannot open the file with the OCT now. I sent it to several friends, who were all able to open it. I resent it again anyway.
A few days later I called and they said they did not have a referral. I resent the referral again.
Few days later I call and they said they have received everything, but cannot make an appointment because my OCT scans has Spanish on it. ....an OCT is a photo, the Spanish they are referring to is just the fine print at the bottom of the page that basically says where it was done at.
I told them the Spanish is just irrelevant writing, and the photo is really all that the OCT is. She says "yea but we can't use this photo, it need to be in English".
....you want a photo...in English......?
So then I convince her to at least forward it to the opthamologist so he can look at it, (he probably knows he can use it).
So are we good? Nope, the referral isn't here, it magically vanished again.

I'm really really starting to think the desk lady is just screwing with me, nothing I send is good enough, and if I do correct it, something from the last send will be gone.
I wouldn't be surprised if she said she couldn't use the next page because it was printed in the wrong side of the paper.

I really don't know what to do at this point, has anyone dealt with this level of ridiculous-ness?

REPLY
3 replies
Moderator
Colleen Young, Connect Director | @colleenyoung | May 16, 2022

Oh my goodness, 88Lance. That really does seem unnecessarily complicated, not to mention frustrating (infuriating?) You'll note that I moved your new message to the discussion you posted previously to connect you with some of the members who have already provided help and others.

I'm bringing some fellow Mayo patients who may be able to provide some insights on uploading files and reports to Mayo's intake form. @johnbishop @jenniferhunter @loribmt @nancy82415 @dandl48

Mayo Clinic's Concierge Services may be able to help. I know they help people get set up on the patient portal and they may also be able to walk you through the process of submitting reports, images and test results. Please contact them to inquire.

Concierge services (https://www.mayoclinic.org/patient-visitor-guide/minnesota/concierge-services) are complimentary and available by phone, live chat, email or online form.
By phone 507-538-8438 7 a.m. to 6 p.m., Monday-Friday:
Email: concierge@mayo.edu
Online: http://cdforms.mayoforms.org/mayocliniccom-ahbyn/pages/c9d36544cef4e41180d800155dcfc10f.html

REPLY
Mentor
Lori, Volunteer Mentor | @loribmt | May 16, 2022
In reply to @88lance "Really at a stuck point here, thousands of dollars of blood work, MRI, ultrasounds, and OCT..." + (show)
@88lance

Really at a stuck point here, thousands of dollars of blood work, MRI, ultrasounds, and OCT scans, and nobody can find out why I have tunnel vision.
Several people have suggested Mayo, so I started the process. I gave them my info, got an account, and gathered all my information and stacks of tests. They gave me an email to send it all to.
I made a zipped folder, and separated the OCT results from the MRI, and the Ultrasound, and blood work, neatly in it's own zipped folders. My ophthalmologist sent the referral.
After about a week I called to check it they had received it. They told me they had, but they couldn't use it because they didn't accept it in a zipped folder.
So I separated the photos out and resent it in the format they preferred.
A few days later I call and they said they can't use the MRI because it was a clickable link, they want each individual photo in an email. So I separated the MRI photos into an email themselves so that they didn't have to open the MRI page.
I called again and they said they can't use my paperwork because the bloodwork pages are not labeled. They also tell me the referral (which was there a few days ago) is not there and they don't have it.
I called my opthamologist and they resent the referral. I labeled the pages and resent everything again.
A few days later I called and asked if they received it. They said yes but that they cannot open the file with the OCT now. I sent it to several friends, who were all able to open it. I resent it again anyway.
A few days later I called and they said they did not have a referral. I resent the referral again.
Few days later I call and they said they have received everything, but cannot make an appointment because my OCT scans has Spanish on it. ....an OCT is a photo, the Spanish they are referring to is just the fine print at the bottom of the page that basically says where it was done at.
I told them the Spanish is just irrelevant writing, and the photo is really all that the OCT is. She says "yea but we can't use this photo, it need to be in English".
....you want a photo...in English......?
So then I convince her to at least forward it to the opthamologist so he can look at it, (he probably knows he can use it).
So are we good? Nope, the referral isn't here, it magically vanished again.

I'm really really starting to think the desk lady is just screwing with me, nothing I send is good enough, and if I do correct it, something from the last send will be gone.
I wouldn't be surprised if she said she couldn't use the next page because it was printed in the wrong side of the paper.

I really don't know what to do at this point, has anyone dealt with this level of ridiculous-ness?

Jump to this post

Wow! @88lance, I admire your level of patience! For the life of me I can’t understand why you’re having to jump through so many hoops to get your referral and medical records transferred over to Mayo. Usually things run like clockwork there and everything is very patient-friendly!

Unfortunately, I don’t have an answer for you. From my experience I didn’t have to do my own referral because my local oncologist sent all the pertinent information from his office. I wasn’t involved in my initial intake.

Throughout treatment at my local clinic though, there were times I had procedures done, MRI, CTs, etc., taken locally and the images were sent directly to my neurologist or rheumatologist at Mayo. Again, from my oncologist to my doctors at Mayo. I’m wondering if it made a difference because it went directly to a specific doctor? I know it can be done, I’m just not sure of the logistics.

I wish I could be of some help to you. I can feel your frustration! But I think @colleenyoung’s advice about contacting the concierge service with the number she gave you, would be your best option to help you make this a smoother process. Good luck to you!

REPLY
Mentor
Jennifer, Volunteer Mentor | @jenniferhunter | May 16, 2022
In reply to @88lance "Really at a stuck point here, thousands of dollars of blood work, MRI, ultrasounds, and OCT..." + (show)
@88lance

Really at a stuck point here, thousands of dollars of blood work, MRI, ultrasounds, and OCT scans, and nobody can find out why I have tunnel vision.
Several people have suggested Mayo, so I started the process. I gave them my info, got an account, and gathered all my information and stacks of tests. They gave me an email to send it all to.
I made a zipped folder, and separated the OCT results from the MRI, and the Ultrasound, and blood work, neatly in it's own zipped folders. My ophthalmologist sent the referral.
After about a week I called to check it they had received it. They told me they had, but they couldn't use it because they didn't accept it in a zipped folder.
So I separated the photos out and resent it in the format they preferred.
A few days later I call and they said they can't use the MRI because it was a clickable link, they want each individual photo in an email. So I separated the MRI photos into an email themselves so that they didn't have to open the MRI page.
I called again and they said they can't use my paperwork because the bloodwork pages are not labeled. They also tell me the referral (which was there a few days ago) is not there and they don't have it.
I called my opthamologist and they resent the referral. I labeled the pages and resent everything again.
A few days later I called and asked if they received it. They said yes but that they cannot open the file with the OCT now. I sent it to several friends, who were all able to open it. I resent it again anyway.
A few days later I called and they said they did not have a referral. I resent the referral again.
Few days later I call and they said they have received everything, but cannot make an appointment because my OCT scans has Spanish on it. ....an OCT is a photo, the Spanish they are referring to is just the fine print at the bottom of the page that basically says where it was done at.
I told them the Spanish is just irrelevant writing, and the photo is really all that the OCT is. She says "yea but we can't use this photo, it need to be in English".
....you want a photo...in English......?
So then I convince her to at least forward it to the opthamologist so he can look at it, (he probably knows he can use it).
So are we good? Nope, the referral isn't here, it magically vanished again.

I'm really really starting to think the desk lady is just screwing with me, nothing I send is good enough, and if I do correct it, something from the last send will be gone.
I wouldn't be surprised if she said she couldn't use the next page because it was printed in the wrong side of the paper.

I really don't know what to do at this point, has anyone dealt with this level of ridiculous-ness?

Jump to this post

@88lance My gosh, what a comedy of errors. Mayo has an office of people who handle files and records that are sent in, and you may be talking to one of them. When I sent in records, the nurse from Neurosurgery triage called me and I arranged with her to send in records for a specific doctor and I sent everything US mail noting my temporary patient account number on everything. I sent copies of MRIs on disc. It will still go to the office to be uploaded, but will be organized and requested by the medical people. They will upload records and imaging in the system so it can be reviewed by the doctors looking at your case. That would be so much easier. E-mail can do weird things sometimes and always has a maximum file size for attachments, and for unknown reasons, it can end up in a spam folder in the recipients e-mail. If you came to an appointment with a new imaging CD or other records, the nurse would upload that to the system. When I came for my first appointment, they handed me a manila envelope of my records that had been mailed in so I could take them to all the appointments. I took an appointment in a few days from a cancellation, so maybe there was not time for the records office to do their thing, just a guess.

What I recommend is to call the department of the doctor you want to see. The doctor's phone number is listed on the website and will be a department secretary or nurse who may answer that. If you tell them how much trouble you're having, they will probably tell you how to mail it all in instead. Don't send your only imaging CD's; get copies made to mail in. Mayo will return them later, maybe months later, but they will.

When you talk to a person connected to the medical offices, I am sure they will gladly help you and will be friendly too. Then you can relax knowing everything has been sent together.

REPLY
1 reply
dandl48 Dave | @dandl48 | May 16, 2022
In reply to @jenniferhunter "@88lance My gosh, what a comedy of errors. Mayo has an office of people who handle..." + (show)
@jenniferhunter

@88lance My gosh, what a comedy of errors. Mayo has an office of people who handle files and records that are sent in, and you may be talking to one of them. When I sent in records, the nurse from Neurosurgery triage called me and I arranged with her to send in records for a specific doctor and I sent everything US mail noting my temporary patient account number on everything. I sent copies of MRIs on disc. It will still go to the office to be uploaded, but will be organized and requested by the medical people. They will upload records and imaging in the system so it can be reviewed by the doctors looking at your case. That would be so much easier. E-mail can do weird things sometimes and always has a maximum file size for attachments, and for unknown reasons, it can end up in a spam folder in the recipients e-mail. If you came to an appointment with a new imaging CD or other records, the nurse would upload that to the system. When I came for my first appointment, they handed me a manila envelope of my records that had been mailed in so I could take them to all the appointments. I took an appointment in a few days from a cancellation, so maybe there was not time for the records office to do their thing, just a guess.

What I recommend is to call the department of the doctor you want to see. The doctor's phone number is listed on the website and will be a department secretary or nurse who may answer that. If you tell them how much trouble you're having, they will probably tell you how to mail it all in instead. Don't send your only imaging CD's; get copies made to mail in. Mayo will return them later, maybe months later, but they will.

When you talk to a person connected to the medical offices, I am sure they will gladly help you and will be friendly too. Then you can relax knowing everything has been sent together.

Jump to this post

Gosh, I'm so sorry that you are going through all of this. I would follow the advice that Jennifer gave you by contacting the department you want the appointment with. I never did deal with sending in my records since my local Gastroenterologist did all that for my Barrett's Esophagus and then when I had a prostate problem the Nurse Practitioner for my Mayo Gastroenterologist did the referral. A little unorthodox but it worked. You have the patience of Job.

REPLY
Mentor
John, Volunteer Mentor | @johnbishop | May 16, 2022
In reply to @88lance "Really at a stuck point here, thousands of dollars of blood work, MRI, ultrasounds, and OCT..." + (show)
@88lance

Really at a stuck point here, thousands of dollars of blood work, MRI, ultrasounds, and OCT scans, and nobody can find out why I have tunnel vision.
Several people have suggested Mayo, so I started the process. I gave them my info, got an account, and gathered all my information and stacks of tests. They gave me an email to send it all to.
I made a zipped folder, and separated the OCT results from the MRI, and the Ultrasound, and blood work, neatly in it's own zipped folders. My ophthalmologist sent the referral.
After about a week I called to check it they had received it. They told me they had, but they couldn't use it because they didn't accept it in a zipped folder.
So I separated the photos out and resent it in the format they preferred.
A few days later I call and they said they can't use the MRI because it was a clickable link, they want each individual photo in an email. So I separated the MRI photos into an email themselves so that they didn't have to open the MRI page.
I called again and they said they can't use my paperwork because the bloodwork pages are not labeled. They also tell me the referral (which was there a few days ago) is not there and they don't have it.
I called my opthamologist and they resent the referral. I labeled the pages and resent everything again.
A few days later I called and asked if they received it. They said yes but that they cannot open the file with the OCT now. I sent it to several friends, who were all able to open it. I resent it again anyway.
A few days later I called and they said they did not have a referral. I resent the referral again.
Few days later I call and they said they have received everything, but cannot make an appointment because my OCT scans has Spanish on it. ....an OCT is a photo, the Spanish they are referring to is just the fine print at the bottom of the page that basically says where it was done at.
I told them the Spanish is just irrelevant writing, and the photo is really all that the OCT is. She says "yea but we can't use this photo, it need to be in English".
....you want a photo...in English......?
So then I convince her to at least forward it to the opthamologist so he can look at it, (he probably knows he can use it).
So are we good? Nope, the referral isn't here, it magically vanished again.

I'm really really starting to think the desk lady is just screwing with me, nothing I send is good enough, and if I do correct it, something from the last send will be gone.
I wouldn't be surprised if she said she couldn't use the next page because it was printed in the wrong side of the paper.

I really don't know what to do at this point, has anyone dealt with this level of ridiculous-ness?

Jump to this post

@88lance I would be more than a little irrated if it were me. I have always been able to send attachments using the Mayo Clinic patient portal to my Mayo Clinic care team. I'm thinking someone gave you a special email address to send your files to and maybe the problem is with how they have to receive or download the files to the system - expected in specific file formats, etc..

If it were me, I would call the Office of Patient Experience and explain your problem sending the files and share the email address with them to get to the bottom of what the issue is. Here is the toll free phone number: 844-544-0036

REPLY
1 reply
Mentor
Jennifer, Volunteer Mentor | @jenniferhunter | May 17, 2022
In reply to @johnbishop "@88lance I would be more than a little irrated if it were me. I have always..." + (show)
@johnbishop

@88lance I would be more than a little irrated if it were me. I have always been able to send attachments using the Mayo Clinic patient portal to my Mayo Clinic care team. I'm thinking someone gave you a special email address to send your files to and maybe the problem is with how they have to receive or download the files to the system - expected in specific file formats, etc..

If it were me, I would call the Office of Patient Experience and explain your problem sending the files and share the email address with them to get to the bottom of what the issue is. Here is the toll free phone number: 844-544-0036

Jump to this post

@johnbishop @88lance I don't know if there is a patient portal account set up yet when someone is applying to be a Mayo patient. I remember my patient portal was set up after I got the call that I was accepted as a patient. I know they set up a temporary account number for records to be sent in, and later it is converted to a permanent account. I've also wondered if it could be a new person there who may not understand the issues and is making mistakes. I would think it would be so much easier to use a file transfer site like Dropbox or Google Drive. Google Drive is free for 15 G of storage and all you do is make a folder there and upload your files into it, then share that folder which e-mails a link to someone who then has access to download it. I do this all the time to share files with people I work with. This way everything could be organized and together in one place.

REPLY
88lance | @88lance | May 17, 2022

Great, thank y'all for the responses, I will try to contact the service departments that were mentioned tomorrow, and see if they can be a little more helpful 👍

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