Mayo new policy to charge for some patient portal messages

Posted by Laurie, Volunteer Mentor @roch, Aug 22, 2023

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

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

Ginger, Volunteer Mentor | @gingerw | Sep 24, 2023

I am not a Mayo Clinic patient. I do have access to several portals with my primary care and specialists. Unfortunately, they all use different record management systems. While I do not see any charges at this time, the most frustrating thing is not having the option to mark a message as "high priority" when there is a need. I suppose the reasoning for that is everyone would use that little box, even when it is not needed! The auto message is that someone will get back to me within 48 hours. If it truly is a topic to be addressed right away, I call.
Ginger

budisnothome | @budisnothome | Sep 25, 2023

Read Colleen's post. I have been a Mayo patient for decades. I volunteer 3 days per week. The portal is vital for information. If you have a complicated health history the portal is valuable. No need to waste time on the phone. I have asked complicated questions and never charged. I believe only a few will ever get charged. Yay for the portal. I tell patients all the time to use the portal.