Policies
Patient Rights and Responsibilities
Patients of the Roper St. Francis Health Services Center have the following rights:
To be treated with respect and consideration
To receive equal and unbiased treatment in accordance with all federal and state laws
To have all medical information treated within the guidelines of HIPAA
To have all needed information about the Health Services Center explained to you
To receive culturally and linguistically appropriate care and information appropriate for you
Patients of the Health Services Center have the following responsibilities:
To be honest with staff about income and insurance coverage
To ask questions until you understand
To complete your yearly re-enrollment in a timely manner
To provide staff with all necessary information to ensure you receive appropriate services
To treat all staff with respect and consideration
Residency Criteria
Patients that travel for work, family and/or school must have a permanent physical address in the following counties in South Carolina: Charleston, Dorchester, Berkeley, Colleton, Williamsburg, Georgetown, Horry
*Proof of permanent residency will be required at enrollment and re-enrollment.
If a patient does not have a valid, state-approved identification card, two alternative forms of residency may be used: electric bill, water bill, phone bill, cable bill, car registration, and/or pay stub. Students should submit proof of school enrollment from the attending institution.
Dual Enrollment is not Permitted
To receive HIV care services, a patient must not be enrolled in any other Ryan White-funded centers/programs.
Grievance Policy
At Roper St. Francis Health Services Center, we are committed to providing high-quality care and ensuring a respectful, responsive, and supportive environment for all patients. We value your feedback and take any concerns seriously.
If you have a grievance or concern about your care, our services, or your experience at our clinic, we encourage you to bring it to our attention. Your voice helps us improve.
How to File a Grievance
You may submit a grievance to the Program Director in any of the following ways:
By phone: Call us at 843-402-1981
By email: Send your concerns to Ryanwhitecharleston@rsfh.com
What to Include
To help us address your concern promptly, please include:
Your full name and contact information
A detailed description of the issue
The date(s) of the incident or concern
Names of any individuals involved (if known)
All grievances will be kept as confidential as possible and shared only with those directly involved in resolving the matter.
Response Timeline
We aim to acknowledge receipt of your grievance within 5 business days and provide a written response within 30 days. If additional time is needed, we will keep you informed of the status.
Non-Retaliation
Filing a grievance will not affect your care or access to services. We are committed to addressing concerns without fear of retaliation or discrimination.
Escalation Option
If you feel that our internal grievance process does not adequately resolve your concern, you may contact the Roper St. Francis Healthcare Compliance Team for further assistance.
Roper St. Francis Healthcare Compliance Helpline at 800-597-3386
To get information on how to file a complaint with the Secretary of the Department of Health and Human Services, please contact the Manager of Compliance and Privacy at (843) 402-1512. You will not be penalized for filing a complaint.