Overview

COVID-19 Visitation Policy Update

We appreciate your patience and understanding during this temporary restriction on indoor visitation at our health care facility.  Please be assured that your loved ones are being well cared for by our highly skilled, compassionate staff.  We continue to work with CMS, the CDC, and local health officials to continue to protect our residents.  Our clinical and management teams continue to monitor and educate all our staff on infection prevention and making sure staff who may be experiencing illness, stay home.  

We encourage our family & friends to stay connected with your loved ones by phone, Facebook, email or regular mail.  We have iPad's available for virtual visits.  If you would like to schedule a virtual visit, please call our activities staff at 603-627-3826 Ext. 311.  You may also submit a message to your loved one by emailing customerservice@hanoverhill.com - please include the resident's name.

You can help protect our community by hand washing, covering up your cough or sneeze with a tissue and immediately discarding it, and staying home if experiencing any flu-like symptoms, traveled outside the U.S., or had contact with someone suspected of, or diagnosed with, COVID-19.

Thank you for your understanding and patience while we continue to keep our residents, patients & staff safe and well cared for.  If you would like more information on COVID-19, visit https://www.nh.gov/covid19/ or https://www.cdc.gov/coronavirus/2019-ncov/index.html

Latest COVID-19 Family Communication Update

August 24, 2020

Dear Hanover Hill Families and Friends,

Recently the state released more guidance and direction for long-term care facilities on Phase 2 of the New Hampshire “Stay at Home 2.0” plan.  The information provided by the NH Division of Public Health Services, in accordance with CMS, is only reopening guidance, and it is not mandatory for any long-term care facility to advance into phase 2.   

At this time, we will continue with our virtual visits, outdoor visitations and compassionate care visits based on the individual needs of our residents.  We have incorporated certain components of phase 2 with our communal dining, small group activities, and dental services.  And we will resume podiatry services and other care providers for additional services.      

If, for whatever reason, your loved one has not yet had an opportunity to benefit from our outdoor or virtual visit programs, please contact our customer service department at (603)627-3826 Ext. 337, for assistance.    

Outdoor visits continue on Tuesday and Thursday mornings (10:00am-10:30am or 11:00am-11:30am) and Wednesday evenings (6:00pm-6:30pm) as we are able.  These visits can be reserved online via our hanoverhill.com website (click the link at the top of the home page) or by calling activities at (603)627-3826 Ext. 311 to schedule a visit.  All visits must be scheduled at least 24 hours in advance.    

As always, please contact myself or social services with any questions or concerns.

Sincerely,

Lori McIntire, Administrator

July 23, 2020

Dear Hanover Hill Families and Friends,

Our facility continues to adhere to all Covid-19 guidance and direction provided by the state, CDC and CMS.  Due to Hillsborough County continuing to report the largest number of new cases, our current restrictions must remain in effect for an undetermined period of time. 

Our most recent updates and reminders include:

·         Residents in need of urgent dental services can now receive care provided by our facility dentist, Dr. Kana, following all proper PPE guidelines. 

·         Our dining services team recently met to look at new, creative ways to add more plate appeal to resident meal trays in an effort to enhance the overall dining experience while our dining room continues to remain closed.

·         The state has changed the travel guidance for long term care visitation.  Therefore all outdoor visitors are required to answer the following question, “Have you traveled in the past 14 days outside of New Hampshire, Vermont, Maine, Massachusetts, Connecticut, or Rhode Island?  If yes, he/she must quarantine for 14 days prior to scheduling a visit with their loved one.  This question has been added to our screening questionnaire.    

Inside our facility, we continue to introduce as much normalcy as possible within the appropriate guidelines.  Our activities staff has been instrumental in coordinating small socially distanced activities while continuing with virtual visits and calls.  Our residents are able to leave their rooms with face masks to converse with others, participate in therapy and for daily exercise. 

As always, I am available to answer any questions or concerns.

Sincerely,

Lori McIntire, Administrator

​​​​​​July 9, 2020

Dear Hanover Hill Families and Friends,

We are on our 3rd week of outdoor visitation on our back patio and overall feedback from residents and family members has been very positive.  As a long term care facility located in Hillsborough County, we are still unable to resume communal dining and group activities, or on-site visits (i.e., dentist, hair dresser) at this time. Our most recent updates and reminders include:

·         Our Covid-19 Resident and Staff Sentinel Surveillance Protocol (CRSSSP) testing remains in effect with testing being conducted every 7-12 days.

·         Continual infection prevention education to staff and residents, and frequent infection control observations.

·         We purchased two EMist Electrostatic Sprayers to enhance our infection prevention practices.  These sprayers disinfect and sanitize hard and soft surfaces by using electrostatic technology and induction charging of liquid droplets to produce precise, controlled, high-performance liquid application and management capabilities for treatment of surfaces.

·         Outdoor visits will continue on Tuesday and Thursday mornings (10:00am-10:30am or 11:00am-11:30am) and Wednesday evenings (6:00pm-6:30pm) as we are able.  Up to two (2) visitors are allowed, over the age of twelve (12).  No pets are allowed.    

·         Outdoor visits can be reserved online via our hanoverhill.com website (click the link at the top of the home page) or by typing https://www.signupgenius.com/go/9040449AFA62BA7F94-outdoor in your browser.  Visitors may still call activities to schedule a visit or sign up online for their desired time slot and our activities staff will contact the person scheduling the visit to confirm.  Visits can be scheduled one (1) week in advance and only one (1) visit per week, per resident, is permitted at this time to allow all residents an opportunity to have a visit.  All visits must be scheduled at least 24 hours in advance.     

·         Face masks are required to be worn at all times on our campus. 

Hanover Hill awaits further direction and guidance from the state on the Covid-19 pandemic, particularly as it relates to long term care settings.  As information becomes available, we will share with all of you.  

Feel free to contact myself, the Activities team or the Social Services department to assist with any questions or concerns.

Sincerely,

Lori McIntire, Administrator

June 30, 2020

Dear Hanover Hill Families and Friends,

We are on our 2nd successful week of hosting outdoor visitation on our back patio, and it has been incredibly heartwarming to have our residents connect with their loved ones in person.   Our limited outdoor visitation program will continue under strict adherence to the visitation guidance provided by the New Hampshire Division of Public Health Services and the Department of Health and Human Services.  As stated in previous letters, limited outdoor visitation is contingent on multiple factors, such as the absence of any new Covid-19 cases in the facility, our resident’s ability and willingness to adhere to all visitation protocols, optimal weather, adequate staffing and other related elements.

Our most recent updates and reminders:

·         We are trialing 30-minute visits starting this week.  Outdoor visitations will be held on Tuesday and Thursday mornings (10:00am-10:30am or 11:00am-11:30am) and Wednesday evenings (6:00pm-6:30pm) only.  Up to two (2) visitors are allowed, over the age of twelve (12).  No pets are allowed at this time. 

·         Outdoor visits can now be reserved online by typing https://www.signupgenius.com/go/9040449AFA62BA7F94-outdoor in your browser.  Visitors may still call activities to schedule a visit or sign up online for their desired time slot and our activities staff will contact the person scheduling the visit to confirm.  Visits can be scheduled one (1) week in advance and only one (1) visit per week, per resident, is permitted at this time to allow all residents an opportunity to have a visit.   

·         We encourage visitors to bring a white board when visiting their loved one who may have difficulty hearing, particularly since all parties must wear a mask.  We do have a limited number of white boards available for use. 

·         We are currently awaiting guidance and direction from the state on allowing hairdressers into nursing home facilities.  In the meantime, we continue to do our best to assist residents with their daily grooming needs.

·         We appreciate your understanding as we continue to make resident room changes.  Our multi-disciplinary team approaches each resident move with the utmost sensitivity and concern.  If a resident is moved, our social services staff works closely with the resident and family to ensure the smoothest transition possible. 

Virtual visits continue to be scheduled by our activities team.  If you would like to schedule a virtual visit, call, or other communication with your loved one, please contact our activities department (603) 627-3826 Ext. 311.     

Feel free to contact myself, the Activities team or the Social Services department to assist with any questions or concerns.

Sincerely,

Lori McIntire, Administrator

​​​June 24, 2020

Dear Hanover Hill Families and Friends,

We are pleased to share that we had our first outdoor visitation yesterday morning.  Overall, it was a very positive visit and greatly benefitted our residents – staff could see their smiles even under their masks!  In an effort to enhance our outdoor visitation experience, we identified a few procedural changes to be implemented during this phase of limited visitation.   

In addition to continued adherence to all of the procedures reviewed in my 6/19/20 letter, the following process changes are now in effect:

·         When scheduling a visit, the caller must provide our activities staff with the name(s) and contact number (s) for those who will be visiting (2 person maximum) as every visitor is required to be screened at least 24 hours in advance of visit, as well as on the day of the scheduled visit.  If an unscheduled visitor accompanies a scheduled guest, the unscheduled visitor will not be permitted to visit.    

·         To streamline the check-in process, our staff will be contacting all scheduled parties on the morning of their visit between 8:00am -9:30am to complete the Visitor Screening Questionnaire.  Visitors are no longer required to call the facility when they arrive on campus.  However, if for some reason, the visitor has not received a call on the day of their scheduled visit, they must call 603-627-3826 when they arrive on campus.          

·         Visitors should arrive 5-10 minutes prior to their reservation time, and can proceed to the sidewalk on the west side of the building. 

·         If dropping off any items for your loved one, please use social distancing practices when entering the main lobby.  We kindly ask that you wait to drop off items if other people are in the lobby area to maintain safe distance standards. 

Thank you for your support, understanding and patience as we navigate in these ambiguous times.  Feel free to contact myself, the Activities team or the Social Services department to assist with any questions or concerns.

Sincerely,

Lori McIntire, Administrator

​​​​June 19, 2020

Dear Hanover Hill Families and Friends,

Hanover Hill will be allowing limited outdoor visitation following strict adherence to the visitation guidance provided by the New Hampshire Division of Public Health Services and the Department of Health and Human Services.  Please understand that we are coming out of a very difficult time, and we must protect the health and safety of residents and staff while allowing limited visitation in a controlled setting.  It is important to note that limited outdoor visitation can be suspended at any time, at the facilities discretion, or as directed by the state or federal agencies. 

As per our COVID-19 Visitation Policy, the following procedures will be implemented:  

Prior to scheduled visit

  •  Reservations will be accepted starting Friday, June 19, 2020, with outdoor visits tentatively starting on Tuesday, June 23, 2020.  Initially, visits will be scheduled Tuesday and Thursday mornings from 10:00am-11:30am and Sunday afternoons from 2:00-3:00pm only. 
  • All visits must be reserved at least 24 hours in advance through the Activity Department at 603-627-3826 Ext. 311.  If you leave a voicemail, please leave a return phone number as you must receive a confirmation call prior to visit.
  • Up to two (2) individuals (minimum 12 years of age) are allowed to visit (no split reservations at this time).
  • To allow each resident time with their loved ones, residents will be limited up to one (1) twenty (20) minute outdoor visit per week.
  • At the time of making the reservation, a pre-screening Covid-19 questionnaire will be conducted by our activities staff.  If any risk factors for Covid-19 exposure are identified, a reservation cannot be made at that time. 

Day of scheduled visit

  • Visitors should arrive 10-15 minutes prior to their reservation time.  Face masks covering nose and mouth (cloth or surgical) are required to be worn for the entirety of visit. 
  • Upon arrival on campus, the individual/s must call the front desk at 603-627-3826 to notify us of arrival.  A second Covid-19 questionnaire will be required of all visitors and a temperature check will be performed.  Again, if any risk factors for Covid-19 exposure are identified, the visit will need to be rescheduled to a later date. 
  • Visitors will be instructed to use the sidewalk on the west side of the building to enter the back patio area.  No drinks, food or smoking will be permitted on the patio. 
  • Staff will be present to greet visitors at the welcome station located at the end of the sidewalk.  All visitors will be instructed to sign-in and hand hygiene must be performed with an alcohol-based hand sanitizer before being escorted to their table with their loved one. 
  • All visitors will be required to maintain social distancing guidelines (6-feet) at all times.  No hugging, kissing or touching of any kind can take place during the visit.
  • Visits will be monitored by our staff as per state regulations.
  • Any visitor who is unable to adhere to this policy will be asked to leave immediately, regardless of any unused time.

Following scheduled visit

  • Visitors will be required to hand sanitize immediately following their visit.

  • All visitors are asked to monitor for Covid-19 symptoms, and to immediately notify their physician/primary care provider and our facility if they have any suspicion of Covid-19.  This measure is recommended by the state as they continue to monitor community transmission from one phase to another.   

  • We look forward to our residents reconnecting with loved ones under our new visitation guidelines.  We ask for your flexibility and patience during this phase as we slowly begin reopening our campus.  In this first phase, we ask for your understanding as we will be accepting a limited amount of reservations.  Our outdoor visits will be contingent on multiple factors, such as the absence of any new Covid-19 cases in the facility, our resident’s ability and willingness to adhere to all visitation protocols, optimal weather, adequate staffing and other related elements.

We continue to use our iPad’s for communication needs and this program will remain in place indefinitely.  And as previously stated, virtual visits, calls and emails with your loved one is felt to be the safest way to slow community transmission of the virus.   

Feel free to contact myself, the Activities team or the Social Services department to assist with any questions or concerns.

Sincerely,

Lori McIntire, Administrator

 
   

 

 

6/10/20

Dear Hanover Hill Family and Friends,

We continue to make great progress to mitigate the virus from the facility. 

Our facility updates include:

  • We received our initial surveillance testing kits under the Covid-19 Resident and Staff Sentinel Surveillance Protocol (CRSSSP) and concluded testing of all appropriate staff and residents.  The results are pending.
  • Resident/family multi-disciplinary quarterly care plan meeting have resumed via teleconference.
  • Frequent education and in-services to staff and residents on any new facility-wide procedural changes/updates and continuous infection control observations.   
  • 8 new iPads and accessories have been deployed throughout the facility– these new devices are being used to improve telecommunications with family, tele-health visits and other essential needs.        
  • Our activities team continues to provide meaningful, stimulating activities with residents while practicing all social distancing rules and infection control practices.  A few June activity highlights include; small group exercise classes, summer strolling club and fun theme days.  Our virtual visits continue with great success. 
  • Dining Services has begun their spring/summer seasonal menu with positive resident feedback.  A few new choices include Seafood Salad, Pineapple Chicken and White bean & Asparagus Salad as well as Hamburgers, Hot Dogs and BBQ Ribs on a weekly, rotating basis.   

Hanover Hill remains compliant with the Governor’s Executive Order 2020-04 on the restriction of visitors, only allowing medically necessary personnel or in end of life circumstances.  We are awaiting further direction from the state and we encourage all of you to remain vigilant in following all of the recommendations by our state officials as NH continues its reopening efforts.  We kindly request that face masks be worn by anyone coming onto our campus as we must ensure the highest level of safety for our residents and staff.    

Please feel free to contact myself, or the Social Services department (Lynn Guenther or Michelle Lavoie), to assist with any questions or concerns.

Sincerely,

Lori McIntire, Administrator

May 21, 2020

Dear Hanover Hill Families and Friends,

Our most current updates:

·         As per the Governor’s Executive Order 2020-04, we must continue to restrict visitors to reduce facility based transmission of COVID-19.  The only exceptions apply to medically necessary personnel, or visitors for residents receiving end of life care.

·         We were awarded with a grant by CMS enabling us to purchase an additional (8) iPads and accessories to assist in our virtual visits and telehealth.

We are working diligently to ensure families are receiving all communications, especially via our email database.  If you are a family member and have not received any email communications, please provide your email address to customerservice@hanoverhill.com and include your resident’s name and room number if possible.  Your email will remain confidential.  We do not sell or share email addresses with any outside sources. 

​​​​​​You may continue to stay informed with the frequent updates about this evolving outbreak at the DHHS webpage: https://www.dhhs.nh.gov/dphs/cdcs/2019-ncov.htm. You may also get current situation updates and technical guidance on the CDC’s website: https://www.cdc.gov/coronavirus/2019ncov/index.html

As always, thank you for your support and understanding in this crisis.  You may direct any questions or concerns to me at administrator@hanoverhill.com or (603) 627-3826 Ext. 304.  

Sincerely,

Lori McIntire, Administrator

_____________________________________________

May 6, 2020

Dear Hanover Hill Families and Friends,

This has been a difficult time for our residents, their families and caregivers. As you may have seen in various news stories, long-term care facilities, including ours, continue to experience positive Covid-19 cases.  Knowing that we are caring for the most vulnerable population is at the forefront of every decision we make as we work to protect our residents.  Hanover Hill is utilizing every possible resource, following every infection prevention recommendation and protocol, and ensuring every safety measure is in place to care for all of our residents and eliminate the virus from our facility.  Each case of Covid-19 has brought despair over the fact that all of the best practices in infection control still cannot guarantee against the spread of a virus that is undetected by potential asymptomatic carriers. However, amidst the tragedy have also been stories of recovery as we shared with you last week. We continue to celebrate these occurrences.  Examples of new and/or continued actions include:

·         Enhanced testing resources in order to increase the frequency of staff and resident testing.

·         Telehealth services provided by Dr. Viehoff for residents requiring psychiatry services by Generations Mental Health.

·         Persistent surveillance of our daily environmental cleaning and disinfecting of all work and resident care areas.  

·         Staff wear face masks at all times while inside the facility, with additional PPE (personal protective equipment) being donned dependent upon resident plan of care.

·         Staff screening assessments, including a temporal thermometer check, at beginning of shift.

·         Continuing staff and resident education on social distancing, proper hand hygiene and infection prevention procedures.

·         Room changes occur in an effort to isolate and/or cohort suspected and/or confirmed Covid-19 positive residents. This is required as we work to ensure the safety of everyone involved.

·         A virtual visitation calendar is maintained by the Activities department, please contact Ext. 311 if you are interested in setting up an appointment. 

Please know that we are a family-owned facility and your family members are family to us. We know how isolating the state and federal restrictions upon visitation, dining, and group activities are for our residents but we must continue to enforce these as they are in the best interests of life safety.

Hanover Hill is thankful for the increasing collaboration and support we are seeing from local, state and federal health officials in the fight against this pandemic, but much more is needed, particularly for nursing homes.  We will continue to advocate for the people in our care, their families, and our staff until this crisis is over.  As always, you may direct any questions or concerns to me at administrator@hanoverhill.com or (603) 627-3826 Ext. 304.  

Sincerely,

Lori McIntire, Administrator   

Testimonials

"The medical and nursing care is excellent. The providers were very good about keeping me informed of what was going on with my mother and her care. Your nurse practitioner was excellent about listening and reacting to my concerns. We were very pleased with the vast majority of the staff and there were a couple who went above and beyond to meet my mother's needs and happiness."

- Kathie Skinner

"Overall attentiveness and friendliness of all employees was best! Thank you."

- Stephen Gilmartin

"The atmosphere in the back was so nice; very peaceful and calming, even for visitors, with the fish pond, waterfall, day lilies and water fountains. The regular festivities and especially the weekly summer BBQ's were the best. Having a place for patients to have their hair and nails done, stocked kitchenettes, snack cart and lobby refreshments are all great ideas. The consideration of the patients was impressive."

- Sophia Rice

"The caring, the knowledge and the kindness of the entire staff are what make Hanover Hill an outstanding facility. I was treated with genuine care and concern by every staff member. The meals are excellent and the physical surroundings are immaculate inside and beautiful outside. Therapy kept me moving and gave me great strategies to deal with doing things. "

- Sara Blanch