Patient — Mr. K

Mr. K is a user of REV.health in the literal sense — the patient is a user, not a subject. He manages his own appointments, refills, messages, and bills.

Pain Points

• Long phone holds to schedule an appointment, with no online option that actually works.
• Surprise bills weeks after the visit because the practice could not estimate cost at the point of booking.
• Records that live in the practice's portal, not his — he cannot take them with him when he changes practices, and he never sees who has been looking at his chart.

Goals within REV.health

• Self-schedule an appointment in under 60 seconds with a real-time Good Faith Estimate for self-pay or a parsed copay/deductible for insured visits.
• One identity that follows him across orgs — his record is his, and the practice that recorded each fact is captured in the audit trail, not as the data's owner.
• SMS reminders, plain-language AVS, secure messaging, and a transparent read-access audit so he can see who viewed his chart and under what authorization.
• Granular consent over family/proxy access, sensitive data (42 CFR Part 2), and third-party SMART-on-FHIR apps.

Modules Touched

• Patient Portal
• Scheduling
• Eligibility
• Clinical Documentation
• eRx

Day in the Life

1. Open patient portal — see upcoming appointment, 3 new messages, 1 lab result.
2. Self-schedule follow-up — choose date/time, see copay estimate ($25), confirm in under 60 seconds.
3. Review lab results — plain-language explanation alongside the clinical values.
4. Request prescription refill — one click, auto-routed to physician for approval.

5. SMS reminder — morning reminder with check-in instructions.
6. Mobile check-in — verify insurance, sign consent forms, confirm arrival.
7. Post-visit — receive After-Visit Summary in plain language with next steps.
8. View bill — charges explained, payment plan option, pay online.

9. Secure message — ask nurse a follow-up question, response within 2 hours.
10. Audit log — see who accessed chart and when: Dr. M (visit), Tasha-MA (rooming), Priya (billing).
11. Data export — download full record in FHIR format for personal keeping.
12. Consent management — grant daughter proxy access for scheduling, restrict mental health notes.