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Mayo Medical Laboratories is a global reference laboratory operating within Mayo Clinic’s Department of Laboratory Medicine and Pathology, one of the largest clinical laboratories in the world. With more than 3,200 employees, including more than 160 physicians and scientists, the department performs testing on all Mayo Medical Laboratories specimens.
Mayo Medical Laboratories’ practice was established in 1971 to advance the local delivery of laboratory medicine by providing clinical expertise and direct access to Mayo Clinic’s world-renowned staff and resources.
In 1910, Dr. William J. Mayo, who along with his brother, Dr. Charles H. Mayo, founded Mayo Clinic, stated, “The best interest of the patient is the only interest to be considered, and in order that the sick may have the benefit of advancing knowledge, union of forces is necessary.” With this vision, he recognized that medicine had become so complex that the best care could only be provided by a team of physicians and scientists, all experts in their area of medical knowledge.
The same commitment to integrated medicine and collegial spirit that Dr. Will Mayo advocated nearly a century ago continues to guide our unique approach to reference testing today. Mayo Medical Laboratories offers more than test results; we work collaboratively with the treating physician to advise on the selection and clinical application of laboratory testing in a patient’s overall episode of care. This tie exemplifies our integration with our customers’ health care practice, resulting in seamless continuity between the diagnostic process and treatment.
The open exchange of medical knowledge is a fundamental tenet of Mayo Clinic. The Mayo brothers traveled around the world to learn from their peers in other countries and cultures. As a result, they created an “open door” policy to benefit anyone who wanted to learn from their practice. By the turn of the twentieth century, physicians and scientists from around the world were gathering at Mayo Clinic in Rochester, Minnesota to witness the Mayo brothers’ surgical techniques. To enhance the visitors’ experiences, the Mayo brothers would discuss the operation while performing it.
For more than 100 years, Mayo Clinic has opened its doors to others—a tradition that Mayo Medical Laboratories continues today.
Like our customers, Mayo Clinic is a community provider. We see patients every day. And, the same physicians and scientists who treat our patients are available to consult with our customers on test selection, order clarification, collection and processing procedures, results interpretation, new test development, and methodologies. We connect our customers with experts in areas of medical specialty not available in the community.
With every specimen, a patient is waiting for an answer. Every specimen is handled with the utmost care and in a timely manner. Today, Mayo Medical Laboratories provides service to customers in more than 130 countries. We work collaboratively with our international customers to arrange daily international specimen shipments to our performing laboratories. Because of well-established transportation logistics with a global network of couriers, Mayo Medical Laboratories offers our international customers excellent result turnaround times regardless of their location.
Upon arrival at our laboratories, Mayo Medical Laboratories verifies delivery of tests ordered through MayoACCESS, our test management tool, or other interface connection. We generate and verify a daily list of any outstanding test orders. Each order is reviewed for possible duplications or manual cancellations before clients are contacted to reconcile discrepancies. This procedure helps assure that issues especially critical to our international customers are resolved within hours, thus eliminating the need for unnecessary patient redraws.
The Mayo Laboratory Inquiry Call Center is a highly-developed information resource designed to provide our clients with a single point-of-contact to access Mayo Medical Laboratories’ and Mayo Clinic’s vast resources at any hour of the day. Our center is staffed by over 60 representatives, so when customers call MLI they are always greeted by a trained customer service provider, never a computerized phone tree. More than ninety-eight percent of calls are resolved on initial contact.
In the unlikely event an issue cannot be resolved by a customer service representative, the call is directed to the Technical Support team. This is a group of experienced medical technologists who act as the technical liaison between Mayo Clinic’s performing laboratories and our customers. If further expert clinical support is needed, our representatives can also immediately connect callers to an on-call Mayo Clinic physician, pathologist, scientist, clinician or counselor, 24 hours a day.
MayoACCESS is a custom-built interface tool designed to help our clients around the world easily order tests, exchange information with Mayo Medical Laboratories, and deliver timely, accurate and meaningful test results to your staff and patients. This advanced test management tool is easy to implement and is compatible with your existing Laboratory Information System (LIS) and network. Our information technology solutions are supported by 24 hour a day, seven days a week by live customer service.