Mayo Clinic Patient Online Services
Both Mayo Clinic and Apple Health no longer have the compatibility it once did. This issue has been going on for approximately 9 months. I’m now forced to log into a once great app that times out after one minute of inactivity. I get that for our bank accounts, but not for a medical facility. This app shouldn’t time out and force log a patient out for at least five minutes. Trying to keep track of appointments is difficult with this app especially when it times out. Logging in and trying to find your medical records is another fiasco and hurdle that I don’t enjoy. I know how to navigate the app but it’s an inconvenience when you’ve got multiple appointments and you’re wanting to look at test results or other data uploaded by the providers. I’ve now been forced to make sure all my appointments get added to my calendar so I’m not logging into the app. I wish someone would fix the Apple health and Mayo Clinic apps to once again allow us to download our records without having to log into the app. Or is that the purpose of breaking the link between Apple Health and Mayo Clinic so we’re forced to log into Mayo Clinic app constantly.
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Portal
I was told the reason for the portal is to be able to communicate with the doctor. I have a problem with the nurses answering questions I have and do not know what was discussed with my doctor. Many times I’ve had them tell me something to do but have not read back to see what is going on to begin with.
Last week I had the nurse tell me to stay off my high blood pressure meds till after surgery. I had the surgery the week before and my blood pressure was so low they told me not to take it and send my blood pressure daily in to my regular Dr and she would tell me when to start using it again.
Another incident was my leg swelling badly after hip replacement. The nurse told me to keep my foot elevated with ice packs, quit walking and take my pain pills. I wrote a told my Dr. I was going to run out of pain pills on a Saturday. The nurse wrote back that she would transfer the info to the Dr. and she would let me know if he would refill. I never heard from anyone. I wrote back in the portal and told them that getting a response for the pain I was in would have been nice.
Now I was told the Dr. sent the perscription on Friday but they never told me and my pharmacist just sent me a perscription ready notice on Monday afternoon. That was another communication problem.
Last week I had the nurse tell me to stay off my high blood pressure meds till after surgery. I had the surgery the week before and my blood pressure was so low they told me not to take it and send my blood pressure daily in to my regular Dr and she would tell me when to start using it again.
Another incident was my leg swelling badly after hip replacement. The nurse told me to keep my foot elevated with ice packs, quit walking and take my pain pills. I wrote a told my Dr. I was going to run out of pain pills on a Saturday. The nurse wrote back that she would transfer the info to the Dr. and she would let me know if he would refill. I never heard from anyone. I wrote back in the portal and told them that getting a response for the pain I was in would have been nice.
Now I was told the Dr. sent the perscription on Friday but they never told me and my pharmacist just sent me a perscription ready notice on Monday afternoon. That was another communication problem.
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A Review of my experience, at the Mayo Clinic
I wanted to thank everyone for their help, in caring for me, after my surgery. My over night hospital stay was unexpected, but I can’t say enough about how grateful I am to have been able to have been at the Mayo Clinic, for my care. I mostly want to praise and thank Dr Meagan E Tibbo, and Allyssa Perri, PA, for removing a Schwannomas tumor, from my upper thigh. I know it was a very rare surgery to perform, and I’m so fortunate to have been able to have a doctor that was willing to help me, by removing it. I have some residual effects, that I was told could happen, but to have the pain gone, after so long, I couldn’t be happier. Thank you all, I’ve never seen a more well run facility, everything works like clock work. Thanks again to everyone.🥰
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Not Mayo's best people
This app is useful, but the team that is behind it is not Mayo's best people. It's buggy and full of really dumb design choices. If frequently doesn't work. Logging in frequently fails and when that happens, rather than let you retry face id, you have to use the website, complete with two-factor identification. (If this were only invoked rarely, I'd get it as an anti-hacking feature. But the constant - 50% - failures mean it's just annoying.)
Scheduling is wonky and often doesn't work. The tabs like you reconfigure themselves add you're using the app leading to misclicks. Fields that are numeric don't tell the device to use the number pad (minor, but telling as to the competence of the programmers/designers).
I could go on, but you get the idea. When it works, it's lovely. But that's not nearly as often as it should be.
Scheduling is wonky and often doesn't work. The tabs like you reconfigure themselves add you're using the app leading to misclicks. Fields that are numeric don't tell the device to use the number pad (minor, but telling as to the competence of the programmers/designers).
I could go on, but you get the idea. When it works, it's lovely. But that's not nearly as often as it should be.
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once reliable now bug ridden
with all the new design that you've done on this app and on the desktop version very little works right I am constantly kicked out of my session the choice of adding an appointment to any type of calendar results in the appointment being added to my calendar, and then disappearing not just occasionally, but every single time I cannot get questionnaires to load time after time after time that I need to fill out for appointments I cannot reach anybody on the phone because you have ridiculously long wait times because everybody's having trouble with the app. I don't know who was in charge of this revamp, but it's terrible. I worked in computer for 25 years, I know a poor revamp when I see one so my review is it's a very very bad app at this point in terms of reliability and people being able to get things done. What more is there to say the functionality that worked before is spotty it's confusing, trying to find the way around the app and again I have computer experience I'm not a novice it's hard to print things out so that they look clean and neat. I mean after all when you pay a couple thousand dollars to have a test done you expect to get a formal report that goes with that test that can follow you around and you can take the other practitionersreports to come off the way that they're set up the page breaking and the headers in the footers cut right the middle of lines of text that are important etc. etc. etc.
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For accurate info about your account don't look for it here
Since Mayo's move to a new electronic patient record, this information provided by this app should be taken with a grain of salt - medications have mysteriously vanished, test data is spotty and incomplete (in some places only a few months have gone missing, in others years), some times the app will show a bill is pending even when the account balance is 0. I should note that I have seen improvement over time (perhaps due to the developers slowly coming to grips with the new patient record), but what improvement there is is slow, really slow. The bugs continue. There are false alerts, messages to care team either don't go through (or the care team is ignoring them for weeks). Medical data remains spotty and the log in process seems to have gotten more complex for no particular reason (one would like to assume that this means more security, but there is no indication of that). BTW - before assuming Mayo is ranked #1, check the Lown Institute Hospitals Index
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Mayo itself is not bad.
I'm writing this as both a question and a critique.
Why did you remove Dark Mode from the app? Also what happened to the sign-in? It feels worse, instead of automatically putting the thumbprint (for iPhone 7) on the screen you have to push login and then it will show up. It is a minor inconvenience, but I feel like it also lags more when trying to login in general.
When logging in, the first thing I saw is that the app is harder to navigate, and has less features. The only "Device Settings" just takes you to the Mayo Clinic settings in the iOS settings. The only features there are Siri, (external) Notifications, Background App Refresh, and Cellular Data.
I haven't tried to use the payment systems, but I have looked at my in-app notifications, and Test Results. The Test Results look concise and I can search for what one I would want to search for. The in-app notifications are still good for notifying me about Appointments and other Labs.
The reason I'm rating this 2-Star is because it still works well enough, but its downgraded from previous iterations. Getting to the actual things you want to look for is harder then it used to be. The old iterations of this App included Dark Mode and a better ui design in general.
As of June 6th 2023 the app has downgraded, but I don't think it's a big deal.
Why did you remove Dark Mode from the app? Also what happened to the sign-in? It feels worse, instead of automatically putting the thumbprint (for iPhone 7) on the screen you have to push login and then it will show up. It is a minor inconvenience, but I feel like it also lags more when trying to login in general.
When logging in, the first thing I saw is that the app is harder to navigate, and has less features. The only "Device Settings" just takes you to the Mayo Clinic settings in the iOS settings. The only features there are Siri, (external) Notifications, Background App Refresh, and Cellular Data.
I haven't tried to use the payment systems, but I have looked at my in-app notifications, and Test Results. The Test Results look concise and I can search for what one I would want to search for. The in-app notifications are still good for notifying me about Appointments and other Labs.
The reason I'm rating this 2-Star is because it still works well enough, but its downgraded from previous iterations. Getting to the actual things you want to look for is harder then it used to be. The old iterations of this App included Dark Mode and a better ui design in general.
As of June 6th 2023 the app has downgraded, but I don't think it's a big deal.
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Slow
This portal does not perform as well as the other portal. If I can get in, it spins when I try to navigate to different areas inside the portal. I like communicating using messages but that does not work so I have to call my doctors office instead. I no longer get email alerts that I have a message in my portal. I recently got in and corresponded with the financial department and uploaded a document, but not sure they received my message. It keeps tagging that I have a message to read and updated information to view after recent testing, but I do NOT. I’ve read and seen and opened everything that has been updated from testing and my messages. Why is this portal indicating I have new information to read and view when I do not? That is annoying. It currently shows I have (1) after visit summary to review and that I have (1) message to read but I DO NOT.
Why did you change your portal? The other one was fast and user friendly and I really liked the “My Favorites” option.
I prefer using the portal to communicate with my doctors but this portal forces me to call-in instead.
Why did you change your portal? The other one was fast and user friendly and I really liked the “My Favorites” option.
I prefer using the portal to communicate with my doctors but this portal forces me to call-in instead.
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Response from developer
Mayo Mess, we appreciate you sharing your feedback. It is important to Mayo Clinic to hear from you as updates are made to our app experiences. While the new version of our app isn’t exactly the same, updates will bring you more personalization and greater access and resources to Mayo Clinic patients. Your feedback has been shared with our developers and will help inform on future bug fixes and our ongoing app updates. Thank you again for sharing your feedback and helping us to enhance our services.
Difficult to find the info
The previous site by Mayo was much much easier to navigate and find the information needed, even from multiple doctors. When I got on the first site I had no problems whatsoever navigating it and checking information from the minute I got on it. Technology usually eludes me but the previous site was very easy. The format has changed to this app and I can never seem to find the information I am looking for. I can’t just look up my doctor and see what results are. Even when I find the results when it says that it’s the information about the days visit, all it says is what doctor I saw and what I saw them for. Doesn’t really seem to say what the end result is. This app is not very user friendly and doesn’t seem to contain the information I am looking for unlike the previous site Mayo had. Would love to see it changed back and dump this App.
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WAS a useful app
UPDATE [5/1/23] No improvement on usability. Still buggy. Less usable than before. Pretty much an analogy of the medical system that made the app.
Getting past and reporting bugs is impossible. If a person is expected to use an app provided to access and report bugs and app issues, there should be an open line to IT to report bugs and issues and not some roadblock. I have done all possible troubleshooting steps I can and still cannot access the app's reporting feature…thus forcing this change in rating. If they were simple issues I wouldn't bother complaining. However, when the app makes it impossible to take surveys, report dates and send bug reports there is a significant issue. OLD REVIEW: I've recently started using the app. The set up wasn't easy at first (numbers! I hate punching numbers) but after I got logged in and working it has been a champ. A trip to the ER with the app helped me keep abreast of my lab results and allowed me ask the physician good questions about my health and results. There is always room for improvement, like definitions, etc. However, after my initial hassle, this app has been very useful to me when I needed it...thankfully, not often.
Getting past and reporting bugs is impossible. If a person is expected to use an app provided to access and report bugs and app issues, there should be an open line to IT to report bugs and issues and not some roadblock. I have done all possible troubleshooting steps I can and still cannot access the app's reporting feature…thus forcing this change in rating. If they were simple issues I wouldn't bother complaining. However, when the app makes it impossible to take surveys, report dates and send bug reports there is a significant issue. OLD REVIEW: I've recently started using the app. The set up wasn't easy at first (numbers! I hate punching numbers) but after I got logged in and working it has been a champ. A trip to the ER with the app helped me keep abreast of my lab results and allowed me ask the physician good questions about my health and results. There is always room for improvement, like definitions, etc. However, after my initial hassle, this app has been very useful to me when I needed it...thankfully, not often.
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Response from developer
SteampunkChipmonk, thank you for reaching out to us regarding the difficult app experience. We are sorry to hear that you’ve experienced an issue with the Mayo Clinic app and we would be happy to assist you. Our customer assistance team is available to help and we welcome you to call. You may contact us at 877-858-0398, Monday to Friday, 7 a.m. to 7 p.m. CT. Let us help you navigate these app updates as we walk-through together.
