Mayo new policy to charge for some patient portal messages

@vic83, that is good use of the portal. And then your doctor can review the note to decide next steps as appropriate. That's efficient communication.

Hi I dont think this is same thing, but i was having phone call following week from a nurse clinic (Ontario Canada) about a strange rash/sores on tummy and thought to myself, how can she see this over the phone .. so i took a photo and dropped it into the clinic reception desk before the weekend; I was told later that was a no-no! Was told not to do that again. Was told that once they accept photo at front desk, they are responsible for diagnosis, for instances, if it had been something should have been treated that day. I thought I was helping but apparently not. Also I recently joined Pocket-Health and I think about $50 a year and I sign on through them and say which hospital and they send me copies of any xrays, etc. No necessarily the dr report but the actual copy of the test - but isn’t this making work for the hospital staff who don’t get paid to set this up? I would be willing to pay a hospital or doctor or such a nominal fee as long as not too much. Two labs where I live - one charges only $10 a year for me to access results of blood tests, urine tests; and the other lab is free (one is life labs the other is dynacare) but our hospital doesn’t let us get any test or results or reports, they have not uploaded our records onto Computers etc. When they do not sure if will charge - again I would pay a small fee. They did provide paper copies of reports etc. And could charge for time/paper but so far I have never been charged.... I wish I had been able to get copies of my medical reports etc. From many years ago - but they didnt do that then - I have NOTHING to show i had cancer in 1985 , size of tumour, what type of radiation, and medicine reaction (bad) - NOTHING and the doctors i had at the time have retired and records only have to be kept ten years - its very very helpful to have copies of reports and if someone doesn't want them, such as much spouse, his choice!

Oops sorry didnt realize such a long post, got carried away... and clicked send before could shorten! 🙁

I agree, I now have a long record at Mayo, with various specialists. They need to consider my total clinical picture when making decisions. It is hard to get everything considered in a short visit. The portal gives us the opportunity to clarify an issue.
I understand how busy doctors are, and the use of staff can make them more efficient. However, there should be care taken that the person responding in the portal is qualified to respond. There needs to be a "decision tree" of when to tell the doctor.

You illustrate why the Affordable Care Act obligated American medical providers to go digital and put everything online. It was to make it easier for patients to change doctors because they had easy access to their records. But being able to see the actual reports has been extremely valuable. We can educate ourselves and assure that things are being done correctly. A lot of clinics use Epic and are able to see your reports. Mayo patient portal connects with my local clinic and shows everything there as well. Otherwise, I have to ask an institution to forward reports AND IMAGES to Mayo...which they all know how to do...in the US

I have MyChart. A portal that if I want I can link all my hospitals, records, diagnostic tests and medical records. I have 4 hospitals I’ve been to in the past 10 years that are all linked together. Including labs and even a pharmacy.

I also have a portal that works with my PCP and dentist together.
I can tell my doctor that I’m having an issue “can I get” (whatever).

He reads my messages and his nurse writes me back within 6 hours same day. I don’t pay anything (yet anyway) and he or the NP will order medication I may need

and the pharmacy delivers the medication to my house. Without ever leaving my house .

Going to a doctor’s appointment is more expensive than using the portal. I don’t understand why insurance companies would rather pay for an in person appointment vs a quick message in a portal. I’m against being charged and if it ever comes to that I will delete the portal.
I understand being charged for using the portal because you are in essence dealing with your doctor but I would make in-person contact with my doctor that my insurance pays 100% for anything. Why pay a portal fee when I can see my insurance covered doctor?

To all: with respect to charges for using a patient portal, it is important to be clear on the policy of your provider. The portal remains a very efficient tool for communication and many of ways to use the portal that members have shared are perfect examples of those quick questions and clarifications. This is better for both the patient and the provider. Not all questions require an appointment.

I know I've said this a few times in this discussion, but it bears repeating:
For Mayo Clinic 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.

If in doubt, ask. 🙂

Anyway, since there is no editing one’s comment once it posts and several minutes later I just wanted to say that I messaged my doctor’s office yesterday through my portal about needing cough syrup.

I have a bad cold/virus and it was about 9:30 on a Saturday morning and a nurse called me on his behalf and she said that he will get me cough syrup.

Within 4 hours, the bottle was delivered by the pharmacy to my house.

He ordered it through his laptop directly to my pharmacy and the entire process cost zero dollars. Like I said earlier, I have 4 hospitals, labs, my pharmacy and my insurance company all connected together and I am not being charged for the syrup or a portal fee.

That is crass and only a money grab. They charged my insurance company for an hemergency room visit over $4,000 and they paid it. So the portal is just as good. I also don’t like me being sent to billing to pay the bill. Even if by a monthly fee. That’s just me. A non medical Professional

I understand the concept of using a portal like a doctor would be used and I understand doctors need to be paid. It’s so much easier for the doctor to use the portal because they have yet to charge me and I get new and old medications from my phone. I don’t have to go out into a below zero temperature to get to the doctor.

I arrange prior organization required by phone portal. Poor elderly people who can’t afford a car and there is no public transportation available can’t get the meds they need by using a portal that charges. I don’t have what is charged but I would be happy paying nothing.

Agree, I have used is since 2006. I have questions after a visit that I realize I should have asked or when I get home my spouse asked a question that I forgot to ask.

My biggest concern if they start charging patients will be reluctant to asked questions or clarify something and that is NOT good for the patient.

I also want to state that Mayo promotes the use of the portal via the web site, and phone messages. I understand the time frame but what I see is the nurse filters the portal messages and only forwards those that need further attention by the doctor. I know one of my care givers give me excellent information, guidance and assistance for what makes May and outstanding care giver. I think the motto, "The needs of the patients first." should always be the guide for Mayo as that is their motto.