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BSOM-ID REACH Out Program, Education Booklet
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What is HIV/AIDS and blood work
How do I get HIV and Treatment
Safe Sex and Healthy Living
What to Bring to Appointments
Clinical Trials
Clinic Information and No Show Policy
10 Late Policy and Client Rights
- 14 Grievance Policy
- Services Provided and Contact Info
Brody School of Medicine — Community REACH Out Program
Doctors Park 6A, 2300 Beasley Drive, Greenville, NC 27834
Website: http://www.ecu.edu/cs-dhs/im/InfectiousDiseases/REACH.cfm
Front Desk Phone: (252)744-4500
Email: [email protected]
E-CARE Net — Region 10
Website: http://www.ecu.edu/cs-dhs/im/InfectiousDiseases/resources.cfm#Region10
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HIV is a lifelong virus called Human
Immunodeficiency Virus.
It is a virus that damages the
human immune system.
HIV attacks your healthy cells called
CD4 cells that fight infections that
enter your body.

AIDS stands for Acquired ImmunoDeficiency Syndrome.
AIDS is the last stage of HIV
infection. AIDS CAN NOT BE
PASSED FROM ONE PERSON TO
ANOTHER.
You can be HIV positive and never get
to this stage as long as you take your
medication.
Blood work is routinely done to see how your immune system is and where
your viral levels are at.
Viral Load = Amount of HIV in your
body.

The goal is to have a level of HIV
that is undetectable, less than 20.
You can do this if you follow your
medication instructions (your doctor
might call this medication adherence).
CD4 Count = The amount of
healthy cells fighting HIV and
other infections in your body.


The goal is to have more
than 500 CD4 cells.
When your CD4 count drops
below 200, this is when your
HIV has turned to AIDS. Your
body has gotten to the point
where it can no longer fight off
infections on it’s own.
Know the numbers that will save
your life by getting blood work.
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HIV is spread through 4 body fluids only:
1. Blood
2. Vaginal fluids (female cum)
3. Semen (male cum and pre-cum)
4. Breast milk
HIV is passed on through 4 very intimate
ways:
1. Unprotected sex
Anal (Butt) sex
Oral (Mouth to genitals) sex
Vaginal (Vagina) sex
2. Sharing needles (drugs or tattoos)
3. Mother-to-Child (pregnancy or childbirth)
4. Breast feeding
HIV is NOT passed through
casual contact:
Hugging, kissing,
sharing utensils or
cups, bathrooms or
sweat
As long as everyone else: take your health care seriously, live a
healthy lifestyle, and follow your medication instructions exactly.





Your doctor will discuss your treatment options with you.
Your job is to NOT miss your meds.
Forgetting can make your HIV medicine stop working.
HIV medicines lower your Viral Load (your body’s level of HIV)
and to increase the number of CD4 Cells (the cells that allow
you to fight infections and HIV).
TALK TO YOUR DOCTOR ABOUT ANY FEARS.
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In North Carolina, you are required by law to use a
Latex OR Polyurethane Condom
any time you have sex
(whether it is oral, anal, or vaginal).
Condom lubricants need to be water-based.
Why is it important for my health to have safe sex?
Safe Sex can prevent you from getting any new sexually transmitted infections
that will make your HIV worse.
worse
You can actually get a new type of HIV that will be even harder to treat.
Nutrition & Exercise are important!
 Eat colorful fruits, vegetables and
low fat meats.
 Exercise at least thirty minutes a
day. These are natural ways to
improve your immune system.
Stay away from ALL drugs and smoking.
They can make your HIV worse and interact
with your medications making your
treatment more difficult.
There is NO CURE for HIV/AIDS! Keep your appointments and take your
medications to keep your HIV under control.
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1. Bring ALL of your medications with you to every single doctor’s appointment.
2. Proof of Income (W2 Form/Tax Information or most recent pay stubs)
3. Proof of Residency (NC Driver’s License or ID, Utility bill or rent statement)
4. Insurance, Medicaid or Medicare Cards (if you have any)
Do I REALLLYY have to bring this at EVERY appointment?
We must update your entire patient record at each visit in order to be eligible for
care from this Ryan White funded clinic.
IF WE DO NOT HAVE THIS INFORMATION YOU MAY NOT QUALIFY FOR SERVICES
Questions: Call Stacey Hargrove, ADAP MCC at 252-744-5831
What is Medical Care Coordination?
Medical Care Coordination (MCC) helps:
1) retain clients in medical care
What an MCC does?

Assess potential barriers to
care.

Create a plan of action to
reduce any barriers.

Be a resource as needed.

Explain the support
workshops that the clinic
has.
2) achieve positive health outcomes.
Who utilizes MCC?
 Any client that needs supportive services
in order to have a positive health outcome.
EX: Housing, Incarceration,
Transportation, EFA etc...
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What are Clinical Trials?
How Do I Participate in Clinical Trials?
Evaluating an HIV treatment
to see how well it works on
individuals, or compare
different treatment programs
to see if one is more effective.
Not all patients are eligible to participate in
clinical trials.
Your provider will refer you for a clinical trial if
they think you are eligible.
Eligibility is based on specific criteria like:
 If patient has ever been on HIV medication
(A patient who has never had HIV treatment
may be eligible for a naïve treatment study.)
 Viral load
Are Clinical Trials Safe?

Clinical trials are reviewed
by an Institutional Review
Board in order to minimize
the amount of risk for
participants.

Participants are given the
opportunity to make an
informed decision to
participate based on the
risks and benefits of a
particular trial.

Patients are monitored
very closely for potential
side effects, if any.
It is important to keep in mind that you may be
contacted by a clinical trials coordinator to be
considered for a clinical trial studies.
Benefits of Clinical Trials
 Clinical trials can help find ways to better
treat or prevent transmission of HIV/AIDS.
 Clinical trials may provide medication.
 Patient is not responsible for cost of clinical
trial visits.
 Clinical trials may be a good option for you if
paying for medication is difficult.
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CLINIC INFORMATION
HOURS: 8 am to 5pm
Extended Clinic- 1st and 3rd Wednesday from 7am to 7 pm.
*Just because you “feel” fine does NOT mean that you are.*
HOW TO MAKE SURE YOU KEEP LOOKING AND FEELING FINE??

Schedule your OWN appointments. Only need to come 2-4 times a year.
(Even if you are not contacted to schedule an appointment, you should
schedule it yourself by calling the front desk. PH: 252-744-4500)

You can always call if you have questions, we are here to help you take
control of your own health and health care.
Be Active: Take Responsibility for your OWN Health! Your doctors
cannot do it for you.
No-Show Policy
You must notify the clinic as soon as you know or at least 24 hours in advance if
you can not make a scheduled appointment. If you fail to present for your
appointment with less than a 24 hour notice you will be considered a “no-show”.
If you had transportation set up, let the clinic know so transportation can be cancelled as well.
After 2 no-shows” the clinic will contact you. At this time patient may not
be able to receive refills or other assistance if they are deemed out of care.
If you continue to “no show” for 9 or more months you will be referred to the
State Bridge counselor to re-link you to care. LET US KNOW IF YOU NEED
HELP AND MEET US HALF WAY
ATTENTION: ONLY compliant patients are eligible to access resources and
services (if a patient qualifies) offered at the clinic. It is important that you
adhere with ALL policies and remain actively involved in your care and
treatment initiatives.
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Late Policy
Try to arrive 15 minutes before your scheduled appointment.
If you are 30 minutes late you may not be able to be seen and you will have to
reschedule your appointment to a future date.
Clients’ Rights and Responsibilities
As a client, you have the flowing rights:
1) Receive care at BSOMHIVP or Refuse Services
i. Your eligibility will be assessed for entitlement services and referrals
will be given for outside agencies.
ii. You may refuse to sign a consent form, medical procedure, treatment,
educational programs and to be informed of the medical and
administrative consequences of this action.
iii. You may terminate your participation without recrimination.
2) Linguistically competent care as needed.
3) Non-discriminatory, considerate, dignified and respectful care
regardless of your physical appearance, mental or emotional condition,
race/ethnicity, gender, religious beliefs or socio-economic status by
ALL staff and/volunteers.
4) Be informed of:
i. what services BSOMHIVP offers, the methods for obtaining or why
you may not obtain those services.
ii. be informed of the BSOMHIVP rules and regulations.
iii. the names of the physicians, nurses, and staff members responsible
for your care.
iv. all complete and current information concerning your diagnosis,
treatment and prognosis in terms you can understand.
v. outside providers if you request a consultation or second opinion from
another physician.
vi. Referrals; the nature the referral service; the cost, if any; and by
whom the services will come from.
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Clients’ Rights and Responsibilities Continued...
5) Security, Privacy, and Confidentiality of all of your charts, records, communications and other records pertaining to your care.
Therefore, the BSOMHIVP staff must safeguard your medical records and other
Protected Health Information (PHI) communicated electronically, on paper, or orally. As a
result, no PHI should be released without your authorization for release of information
form signed by you or a legally designated person, except as otherwise mandated by
law. Note: the right to confidentiality does not preclude discreet discussion of your case
among appropriate agency staff. Also it does not apply to statistical data, as well as the
reviewing of files, which may be required by funding agencies where a client’s identity
may/may not be made known
6) Access to your medical record. If a client wishes BSOM to release any
information written client permission is needed.
7) Be notified about research studies and be informed of all qualifications
that are needed in order to participate.
8) Understand the BSOMHIVP grievance program. (Stated in the
Grievance Section of this document).
Client Responsibilities
1) Cooperation regarding Services
A) You have the responsibility to actively participate in determining a course of
treatment for yourself;
B) To follow the course of treatment determined by you and your health provider or
other care providers;
C) To notify your health care provider or other care provider if you do not understand
your diagnosis, treatment or prognosis.
2) Respect clients and staff
A) Respect the dignity, privacy and confidentiality of other clients and staff;
B) Be considerate of the rights of other patients, staff, volunteers and assist in keeping
safe/good working environment;
3) Follow rules and regulations, including those that DO NOT permit:
A) Access to services when you are under the influence of alcohol and illegal drugs;
B) Access to services when you are in the possession of a weapon;
C) Acting violently or otherwise in an equivocally disrespectful manner towards the
care provider, other clients and staff.
D) Smoking in the building.
4) Advise your service provider or any staff member of any dissatisfaction
you have in regard to your care at BSOMHIVP using the appropriate
grievance procedure
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PURPOSE
Grievance procedures protect patient/client rights and establish a reasonable mechanism for resolving
problems and complaints. With the establishment of grievance review procedures, the Network
encourages open communication between the consumers/clients, staff and administration of the
Network. Further, it provides a means whereby consumers/clients can bring problems before an
objective outside authority without intimidation, fear of discrimination or reprisal.
STANDARDS
1. The Network requires that all partners adopt and maintain a current Grievance Policy covering the
rights and responsibilities of consumers/clients, the purpose of which is to encourage consumers/
clients to understand and exercise their rights. During sub-contract monitoring, Network
Administrator(s) will verify that clients have been made aware of the respective agency’s grievance
policy.
2. Sub-contractors must submit a copy of their grievance procedure to the Network Administrator(s)
for review and approval each year between January 1 of the given year and March 31 of the given
year. This submission will correspond to the continuation application/competitive application
process. Submission deadlines may be shortened or extended dependent upon application deadlines
imposed by grantees. Failure to follow grievance procedures can result in termination of subcontract.
3. The Network will send all consumers/clients a Region 10 Network Grievance Form upon request.
All consumers/clients will be notified of policy through ECU BSOM ID wed site, regional partners
and regional network meetings.
4. The procedure for filing a grievance with the network will be given to each client during Ryan
White Part B service eligibility enrollment and/or re-enrollment. Clients must sign or initial that they
have received a copy of the procedure for filing a grievance with the network.
5. Inquiries, grievances and complaints by Network consumers/clients with sub-contractors must be
reported to the Network Administrator on the Region 10 Network Grievance Form outlining
procedures and resolution within 14 days of the inquiry, grievance or complaint. (Refer to
Attachment). A response is provided to the patient within 15 business days in both a written and
verbal manner.
6. Should a Network client be dissatisfied with the resolution from the sub-contracted agency, the
Network consumer/client may make an appeal to the Network Administrator. Consumers/clients will
complete this form and submit to the Network Administrator. The appeal should be made within 14
business days of response from the sub-contracted agency. The client will be contacted by the
Network Administrator within 15 additional business days, to review a resolution to the grievance.
Should the Network Administrator be unable to resolve the patient’s grievance, the patient may file a
grievance with the NC AIDS Care Unit.
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E-CARe Net member have a goal of providing services related to Housing Opportunities for Persons
with AIDS (HOPWA) and Ryan White Part B (RWPB) in 11 counties in eastern North Carolina
(Beaufort, Carteret, Craven, Greene, Jones, Lenoir, Martin Pamlico, Pitt, Washington, and Wayne). A
client/consumer (or the guardian or caregiver of a consumer) may have a complaint about services
provided. Often these complaints can be resolved informally by the parties involved but in the event
that a complaint cannot be resolved E-CARe Net has a formal grievance policy. In order to file a
grievance with E-CARe Net about a service/service provider within the network, OR to file a grievance against the network itself, please adhere to the following procedure:
Clients Steps in filing a Network Grievance
If the grievance is about a network service/service provider or E-CARe Net:
First submit your grievance with that particular agency in accordance with the agency’s internal
grievance policy. E-CARe Net will not consider nor will it review any grievance against a network
partner that has not been first handled by the local entity’s grievance policy.
To submit a grievance to E-CARe Net
A written description of your grievance (providing as much detail and example as possible). Send
grievance to: Brody School of Medicine, Division of Infectious Diseases, Ryan White Part B
Program Coordinator, Mail Drop 715, 2300 Beasley Drive, Doctor’s Park 6A, Greenville, NC 27834

Provide information about yourself: address, phone number, and/or other ways for contacting you
with the findings of the Network

Include a copy of the initial grievance to the local agency: including date of the initial filing and
copy of the initial findings of the local grievance

Include a copy of the appeal if you were not satisfied with the findings of the local agency’s
grievance policy (it is not acceptable to forego the host agency’s appeals process in lieu of filing a
grievance with the E-CARe Net). It is required that you follow through with the local agency
appeals process.
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E-CARe Net - Grievance Process
On receiving a grievance complaint, the Network Coordinator will call a grievance team meeting.
The grievance team is a standing committee and is called together as needed. The grievance team
will consist of at least 3 but no more than 5 members that will include the network coordinator, a
consumer and 1-3 other members (Physician, Health Director (or representative) from the county of
patient residence, DIS representative, and Legal Counsel or specific content area experts, if
necessary). The grievance team may decide the best course of action by simple majority vote.
Possible grievance team decisions include:
(1) Solve the complaint:
Simple complaints or misunderstandings: Mediate to resolve patient/provider misunderstandings
or small problems.
Provider-specific issues: Refer the client to a different provider. Work with provider to avoid
future problems.
Funding/service denial issues: Evaluate client eligibility for network services (taking into account
EFA/HOPWA caps) – if eligible, refer to medical case manager for evaluation of needs and
service coordination.
Other action: The grievance team may take other reasonable action as it sees fit or as directed by
counsel or expert opinion.
(2) Referral complaint to NC AIDS Care Unit. All complaints that the network cannot solve will
be referred to the NC AIDS Care Unit.
Client Rights
 To have your grievance acknowledged by the Network within 15 business days of submission
 To have your grievance reviewed by E-CARe Net at the first network meeting following receipt
of your grievance as long as the grievance is filed at least 48 hours prior to the next network
meeting. [E-CARe Net meets on the first Thursday of the month at Pitt County Health
Department)]. If the grievance is not filed a minimum of 48 hours prior to the next network
meeting, the network reserves the right to postpone review of the grievance until the next meeting
following receipt of the grievance.
 To receive the findings of the Network regarding your grievance within 30 business days of
review by the network.
 To appeal, in writing, the Network’s finding (should your grievance remain unresolved to your
satisfaction) at the following address: Ryan White Part B Program Coordinator, 2300 Beasley
Drive, Mail Drop, Greenville, NC 27834
 The right to have your appeal acknowledged within 15 business days of submission.
 The right to have your appeal reviewed by E-CARe Net at the first network meeting following
receipt of your appeal as long as the appeal is filed at least 48 hours prior to the next network
meeting.
 The right to receive the findings of the Network regarding your appeal within 30 days of review
by the network.
To submit your grievance with the AIDS Care Unit if unresolved by the network.
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E-CARe Net Responsibilities
Acknowledge your grievance within 15 business days of receipt.
Review your grievance at the first network meeting following receipt of your grievance as long as
the grievance is filed at least 48 hours prior to the next network meeting. If the grievance is not filed
a minimum of 48 hours prior to the next network meeting, the network reserves the right to postpone
review of the grievance until the next network meeting following receipt of the grievance.
 Provide you with the findings of the Network regarding your grievance within 30 business days of
review by the network.
 If you are not satisfied with the resolution of your grievance, you have the right to appeal. Should
you appeal the findings of the Network, the Network maintains the responsibility of acknowledging
your appeal with 15 business days of receipt.
 The Network will review your appeal at the first network meeting following receipt of your
appeal as long as the appeal is filed at least 48 hours prior to the next network meeting. If the appeal
is not filed a minimum of 48 hours prior to the next network meeting, the network reserves the right
to postpone review of the appeal until the next network meeting following receipt of the grievance.
The network will respond to your appeal within 30 business days of review.


Procedure to Appeal E-CARe Net Decision
Should your grievance remain unresolved you can contact the AIDS Care Unit (ACU) with which
you may continue your grievance. The Network coordinator will provide you with the ACU contact
person name, address, and telephone number.
Grievance Policy and Procedure Availability
The grievance policy/procedure forms are available on ECU BSOM Infectious Disease website under
Ryan White Services. The forms are also available in Spanish on the website. It is also available by
contacting a HIV provider that participates in the regional network meeting.
For questions about the Network Needs Grievance Process, please contact one (or both) of the
following:
General Contact Information
Brody School of Medicine, Infectious Diseases
Mail Stop 715
2300 Beasley Dr., Greenville, NC 27834
252-744-4500
Ryan White Part B Network Coordinator
Esther Ross
PH: 252-744-5719
Email: [email protected]
Ryan White Program Administrator
Diane Campbell, MD, MPH
[email protected]
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We Have Programs To Help:




Get you connected with other people living with HIV
Learn how to disclose your status
Test your partner for HIV (free testing, no appointment needed)
If you qualify we can help with:
Prescription Assistance
Housing
Smoking Cessation
Nutrition
Mental Health Services
Substance Abuse Services
AND MORE…..JUST ASK US, WE CAN HELP!!!
Monthly Life-Skill/ Support Groups
2nd Tuesday: 6:00pm - 8:00pm, Sheppard Memorial Library, Call: Abigail Boyer
2nd Wednesday: 12:00pm - 2:00pm, At the Clinic, Call: Esther Ross
Clinic Hours: 8 am to 5 pm, 1st and 3rd Wednesday each month from 7am to 7pm.
* Always leave a message and we will get back to you as soon as possible. For providers call the main number.
LRC/ MCC
Abigail Boyer, BA
Email: [email protected]
Phone: 252-744-0267
LRC/ MCC
William Jefferson
Email: [email protected]
Phone: 252-412-7972
Housing Specialist, MCC
LaSean Hutcherson, MHS
Email: [email protected]
Phone: 252-744-5789
Transportation/ PAP, MCC
Denise Davis, SW
Email: [email protected]
Phone: 252-744-5721
BH Coordinator
Jeffrey Thomas, MS, LPCA, LCAS-A, CRC
Email: [email protected]
Phone: 252-744-3256
Professional Code
LRC= Linkage and Retention Coordinator
BH= Behavioral Health
PN= Patient Navigator
MCC= Medical Care Coordinator
TA= Treatment Adherence
RW= Ryan White
ADAP= AIDS Drug Assistance Program
Main Office
RW/ADAP, MCC
Phone: 252-744-4500
Stacey Hargrove, SW
Email: [email protected] Fax: 252-744-3472
.
Phone: 252-744-5831
BSOM-ID REACH Out Program, Education Booklet
LRC/MCC
LaWanda Todd, BA
Email: [email protected]
Phone: 252-744-5784
TA Specialist
Manal Elnabtity, Pharm D
Email: [email protected]
Phone: 252-744-5727
Network Coordinator, MCC
Esther Ross, BSW
Email: [email protected]
Phone: 252-744-5719
15
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