Recent changes to Mayo Clinic patient portal

I was using it this morning on my computer and it was ok. I was able to login just now on my phone but it was very slow.

I just re-tried on my iPhone (device I use for portal) and still got unable to access at that time. However I tried again and got in. This has been an ongoing issue with the new iPhone portal, sometimes it is difficult to access different parts like tests, clinical notes/documents, appointments and messages as well as logging in. I just was discharged Friday after surgery admission 5/1/23-5/3/23 & complications 5/4/23-5/12/23.
That scheduled portal maintenance message states it is for this evening, not this morning. Hope they can get the kinks out. Thanks all for your help!

Jennifer, would you mind providing this feedback through the portal now that you've been able to login?

Submit via the “Feedback” link
On the Website, you'll find Feeback on the right side of every web page and in the blue footer bar. (https://onlineservices.mayoclinic.org/patientportal)
On Mobile App: Accounts > Support > Send App Feedback

I am Two year post kidney transplant and I seem to have fallen in the cracks. I cannot get anyone to answer my message and it feels like no one cares. The changes in the portal prove that. I can get in but no one answers my messages. I had wonderful communication until the change in the portal. It feels like Mayo wants everyone to use the online and they are forgetting that a great majority of their patients are older. We can’t maneuver like the younger people who grew up in the computer age.

Oh dear, that’s horrible to feel like you’ve fallen through the cracks and aren’t getting any responses from your transplant team. That’s very unusual.

So you never had any issues with contact through the portal until after the changes? I’m wondering what happened there… I know you had difficulty initially with finding your appointments so I hope you’re more comfortable finding those now. But you should certainly be able to have messages answered from your team.

I’m going to flag this to see if we can’t get to the bottom of why you’re not getting a response.

Just for clarification, when you send messages, are you directing it to a specific doctor or transplant team?
When the message program prompts you with a leader to your address your message do you choose “non-urgent Medical quesiton” or “Follow up Question” ?

This has to be so frustrating for you. Have you tried calling then number provided by your transplant team?

@fre6821, I agree with @loribmt. If you need help from your transplant team, please call them or your transplant social worker.

Arizona
Mayo Clinic Transplant Center
5777 E. Mayo Blvd.
Phoenix, AZ 85054
Phone: 800-344-6296

Florida
Mayo Clinic Transplant Center
4500 San Pablo Road
Jacksonville, FL 32224
Phone: 904-956-3309

Minnesota
Mayo Clinic Transplant Center
200 First St. SW
Rochester, MN 55905
Phone: 866-227-1569

Let me give you a few places to get help specifically for the portal.

If you would like to talk to someone and get personal help with navigating the new portal (Patient Online Services), contact Mayo's Concierge Services at 507-538-8438 https://www.mayoclinic.org/patient-visitor-guide/minnesota/concierge-services.

You can also click Get Help on the portal for help https://onlineservices.mayoclinic.org/patientportal/content/get-help

Sometimes changes are made just to be making changes. People will always say the changes make it better and you are supposed to believe them.
However if you put in the time to get used to the changes you can probably get back to the same comfort level that you had before, but not always.
One thing I don't think I like about the new version is the After Visit Summaries and Clinical Notes. I used to be able to tell which ones I had already looked at and which ones I hadn't. The unread ones were Bolded and the read ones were not. This was useful to me but now I don't see that. Yes I will get used to it but No this is not an improvement.
I hope I am wrong and it just happens that I have already looked at all my Summaries and Notes so I can't see any differences because there aren't any.

Each change they make to the porthole makes the rather slow system even slower. It seems to me that IT people make changes just for the sake to make changes.
What also bothers me that one can message only with a group of people who the system decides are your care team. When one has a new provider on the care team, one can contact them only, if hey have written to me first. This happened to me three times lately.

@nonobaddog @lindes and everyone on this discussion,
The patient portal has to be equally useful and easy to use for YOU and for your care teams.

Please believe me when I say that none of the changes to Mayo Clinic's digital properties are made for the sake of change. The Center for Digital Health uses strategy, data, A/B testing and user testing for all changes whether they be tweaks, upgrades, or large overhaul redesigns. This is done with the insights from patients, caregivers, leadership, clinicians as well as usability and design experts, testers, strategists, search engineers, data analysts and technology developers,

That said, even the best laid plans that have been through grade A testing and tested again may not have the desired effect or work as expected. That is why your feedback is so important. It is ESSENTIAL.

The good thing about the recent changes to the patient portal is that we are listening to your feedback and continue to tweak and teach.

WE'RE LISTENING AND TWEAKING
I strongly encourage you to share your valuable feedback about what you are finding challenging, what you preferred before and why, what you like better, etc. with the development team using the blue Feedback button on any page of the portal. They are reading them ALL.

TEACH EACH OTHER
Sometimes change just takes time. I, for one, am glad that we have this forum to vent and to help each other. Post your problems and learn from other members who also use the Mayo Clinic patient portal. Together we'll help each other like we do in the online community. 🙂

Yes, I worked at Mayo for 35 years. My last 15 years or so I was an Application Developer in IT so I am intimately familiar with the driving forces involved. My main takeaway on the portal as a patient is that it is great and I use it frequently.