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Mayo new policy to charge for some patient portal messages
As you may be aware, Mayo has started charging for some portal messages. I think there is lot confusion about this. Mayo is not the only medical facility that does this, Cleveland Clinic started a similar policy last Nov.
I have read various articles and tried to summarize. I am not an Mayo employee so this is based on what I have read on local news reports.
Portal messages that MIGHT be charged are questions that would be similar to a virtual or in-person visit.
Examples:
- Questions about changing medication or requesting medication related to new symptom or concern.
- Two or more concerns.
- New or unexpected symptoms
I initiated a message (did not send) to see what message looks like. Prior to entering your portal message, you will see this message:
"You may be billed for some messages
If your message requires complex medical decision-making, you or your insurance may be billed up to $50.
There is no charge for a quick medical update, provider-requested updates, appointment requests, questions about scheduling an appointment, refilling a prescription, or a question about a surgery you had in the last 90 days.
On average, a small percentage of messages are billed. "
There is also a link to FAQ including information about charges / billing / insurance:
https://www.mayoclinic.org/patient-visitor-guide/billing-insurance/bills-payments/messaging-fees
Hope this helps clears up some of the confusion.
Laurie
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HugInterested in more discussions like this? Go to the Visiting Mayo Clinic Support Group.
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@roch, you're right. This is important information for Mayo Clinic patients to know.
As you underlined, not all patient portal messages are subject to billing. To be eligible for billing, the message must be patient-initiated and require a clinical decision that otherwise would have been provided through an in-person or virtual office visit. Patients who can't afford the charges will be referred to financial assistance.
Note: this is referring to the patient portal, called Patient Online Services https://onlineservices.mayoclinic.org/content/staticpatient/showpage/patientonline
Patient Online Services is the patient portal where you can see medical records, contact your care team, see reports and test results, as well as schedule appointments.
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9 ReactionsI needed to send a message thru the Mayo Patient Portal yesterday, and I had the same experience that @roch has shared. After I completed/sent my portal message, I was also given the opportunity to complete a short survey, which I accepted. At the end of the survey there was an optional space to share e-mail.
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2 Reactions@colleenyoung just to clarify, that is the Portal, not this Connect site.
I was confused for a moment…
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1 ReactionYes, this discussion is about the Mayo Clinic Patient Portal message function and has nothing to do with Mayo Clinic Connect Support Groups and discussions.
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4 ReactionsYes, @SusanEllen66, @johnbishop is right. The policy change refers to the patient portal, called Patient Online Services https://onlineservices.mayoclinic.org/content/staticpatient/showpage/patientonline
Patient Online Services is the patient portal where you can see medical records, contact your care team, see reports and test results, as well as schedule appointments.
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3 ReactionsI future I will rather call them than using the porthole. This porthole was established to make it easier for providers to answer patient questions and to gather patient information. This billing thing is counterproductive. I don't care if the Cleveland Clinic does this, too. I am a patient with the Mayo for close to 40 years, and this is causing a rel negative feeling in me, because i is just another way to increase revenue, and has no patient value!
Next time they send me a survey, I will charge the for my time answering their survey!
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4 ReactionsI don't like the change to charging for the portal messages. However even though I say this I understand the need to do so. Time is the deciding factor and it does take time for doctors, PA, nurses to answer portal messages.
However Mayo pushes the portal to use versus calling. And testing and follow ups are put on portal. I use the portal to review visits and to clarify anything I am in doubt to. Mayo Jacksonville is far from the clinic I first came to in 2006. There was no hospital, Canady Building, all the other buildings that have been built so the patient ratio is not very much higher.
This has caused in my opinion shorter appts. and consultations. I understand why but when I forget to ask a question at visit I use the portal to help clarify or obtain more information. I hope that this does not start with additional charges and that Medicare and other insurance will pay for it. If not patients will hesitate sending or calling their doctors in fear of having to pay and insurance not paying. That is not something you want if a patient is in doubt or needs more information after a visit.
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3 ReactionsAs a retired physician I think charging to use the patient portal is outrageous. My opinion. What does anyone else think?
@dannydr, I think you'll be interested in joining this discussion:
- Mayo new policy to charge for some patient portal messages
https://connect.mayoclinic.org/discussion/mayo-new-policy-for-charging-for-some-portal-message/ .
It's important to clarify that not all patient portal messages are subject to billing. To be eligible for billing, the message must be patient-initiated and require a clinical decision that otherwise would have been provided through an in-person or virtual office visit. Patients who can't afford the charges will be referred to financial assistance.
Have you received a charge for using the patient portal?
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4 ReactionsI would add, that I like to send a message to my doctor about an issue because if I leave it with the nurse's desk there is risk that it is not understood or passed on to the doctor. With a message I also have a record. I have had two instances where things did not happen at Mayo after leaving a message.
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