Overview

COVID-19 Update 

Hanover Hill Health Care Center remains committed to providing the highest quality of care and compassion to our residents during this pandemic. Please be assured that your loved ones are being well cared for by our highly skilled, caring staff.  We believe the vaccines are an essential tool in this pandemic and continue to promote, educate and encourage all residents and staff to be vaccinated.   

We continue to collaborate with CMS, the CDC, and local health officials as we work to protect our residents and staff.  Our clinical and management teams continue to monitor and educate all our staff on all infection control protocols (hand hygiene, proper PPE, social distancing) and infection prevention strategies.  Our staff continues to be screened upon entrance to the facility, and any residents and/or staff who report an illness are evaluated promptly in order to determine an appropriate plan of care and treatment, or next steps.  

We do have scheduled indoor visitation available as well as outdoor visitation with the warmer weather here.  We also 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 an indoor visit or 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 receiving the vaccine, wearing a mask when appropriate, practicing social distancing, hand washing and staying home if experiencing any flu-like symptoms, traveled outside the U.S. or by cruise ship, 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

May 14, 2021

Dear Hanover Hill Families & Friends,

We are pleased to share that we have successfully completed our final round of response testing and have had greater than 14 days without any further positive test results, therefore, our Covid-19 dashboard has been removed from our website and we will now transition to the surveillance testing based on the new CDC criteria for healthcare personnel.   As last communicated, all residents and staff will continue to be screened daily for Covid-19 symptoms. 

If you have any questions, concerns or comments, please contact me at any time.    

Sincerely yours,

Lori McIntire, Administrator

May 6, 2021

Dear Hanover Hill Families & Friends,

We continue to remain in response testing per CMS guidelines.  Although we have no current active cases in the facility, we will remain on this status until we have had a period of 14 days without further positive results.  Once this has been met, we will transition to the surveillance testing based on the new CDC criteria for healthcare personnel, thus meaning non-vaccinated personnel will be tested with frequency based on county positivity rates.  All residents and staff continue to be screened for Covid-19 symptoms. Symptomatic staff remain out of work, while residents are evaluated by medical provider for appropriate interventions and adherence to precautionary infection control standards.

As most of you are aware, the state did announce this week that nursing homes should refer to CMS and CDC for Covid-19 regulatory standards, and for on-going guidance and direction on best practices.  Our management team is actively reviewing all of the updated regulations and guidance for nursing homes, and will be meeting over the next several days to formalize policies, procedures and best practices for our facility.  In the meantime, I would like to update you on the following:

We have resumed scheduled indoor visitation.  Indoor visitation is by appointment only.  Visits may be scheduled online via Sign-Up Genius on our home page at Hanoverhill.com (click schedule a visit at the top of the page) or by contacting our Activities Department at 627-3826 Ext. 311.  I am including the indoor visitation schedule and key information as it pertains to visiting as a reminder.        

Our indoor visitation schedule remains in effect as follows:

o   Tuesday, Wednesday, Thursday mornings from 9:30am-10:30am

o   Tuesday, Thursday afternoons from 2:00pm-3:00pm

o   Monday – Friday evening lobby visits from 6:00pm-6:30pm

o   Saturday, Sunday mornings from 9:30am-11:30am

We will accommodate one (1) indoor visit per resident, per week, to allow every resident the opportunity for a visit.  Additional visits will be booked upon availability. Quarantined residents are ineligible until he/she has completed their quarantine period.

A pre-screening Covid-19 questionnaire will have to be completed during the scheduling process. 

Up to two (2) individuals (minimum 2 years of age) are allowed to visit indoors.

All visitors MUST wear a well-fitted mask when they arrive on campus. 

All visitors, regardless of vaccination status, will be required to complete a Covid-19 screening questionnaire and temperature scan at check-in.   

Upon arrival, we ask that visitors practice social distancing in our main entrance area (no gathering) and enter our main lobby one party at a time.  Visitors should plan to arrive 10-15 minutes prior to their scheduled visit.

Proper hand hygiene using alcohol-based hand sanitizer must be performed before and after every visit.

No animals will be allowed on campus with the exception of a service animal (as defined by the ADA).

Visitations will be held in designated areas to limit movement within our building.  Please keep in mind that there are no restroom facilities for visitors to use at this time.     

Outdoor visits are highly encouraged and still considered the safest form of visitation.  As a reminder, you do not have to schedule an outdoor visit. We kindly ask that you call the nursing unit ahead of time so that we can coordinate resident care so he/she is ready upon your arrival, and either assist your loved one back into the building, or notify the reception desk to ensure our resident is safely back into the building.  When visiting outdoors, all of the Covid-19 infection control protocols remain in place (wearing a mask at all times, social distancing, hand hygiene) and we ask you to refrain from visiting when sick or ill.  We understand that there are new guidelines during outdoor visits that are specific to vaccinated residents and vaccinated visitors, which allow for mask and social distancing to be waived as long as you are in a private setting, socially distanced from others, and practice hand hygiene before/after visit.  If the resident is vaccinated but all visitors are not considered fully vaccinated, then all parties must continue with source control (well fitted mask) and remain socially distanced.

Window visits are also permitted as long as they occur at your loved ones room window, and do not disturb other residents.  Please note that moving patio furniture around to stand on it for a window visit is strictly prohibited.

We are very pleased to share that we will be hosting a Mother’s Day Tea on Sunday, May 9.  We invite our families to schedule a visit and join us for tea and cookies.  Our Mother’s Day Tea schedule is as follows:

10:00am ~ Main Dining Room

11:00am ~ Back Patio

2:00pm ~ Main Dining Room

3:00pm ~ Back Patio

Indoor visits will be limited to up to two (2) guests per resident and outdoor visits will be able to accommodate up to four (4) guests per resident.  If you would like to join us on Sunday, please contact Customer Relations at (603) 627-3826 Ext. 337, our Activities Department at (603) 627-3826 Ext. 311, or sign-up online via our website (as listed above).      

Our main dining room continues to be enjoyed by many of our residents, and our dining services team is looking forward to hosting our annual weekly barbeques towards the end of the month (weather permitting).  Our activities department has resumed a full calendar of events and activities including outdoor entertainment, scenic rides and bingo, and is preparing a fun-filled week of events as we celebrate National Nursing Home Week next week!    

As I close this letter, I want to reassure everyone that we are carefully and methodically reviewing the most current CMS and CDC information as it pertains to vaccinated/unvaccinated residents and staff, recommended testing cycles, visitation and off-campus outings, and will be providing further updates as we implement new policies and protocols.  Meeting the individual needs of our residents, both physically and emotionally, continues to be our top priority, and we look forward to taking steps forward to return to normalcy in the safest way possible. 

If you have any questions, concerns or comments, please contact me at any time.    

Sincerely yours,

Lori McIntire, Administrator

May 3, 2021

Dear Hanover Hill Families & Friends,

If you haven’t seen it already, I wanted to share with you an article in yesterday’s Union Leader, Confined by Covid-19 Rules https://www.unionleader.com/voices/city_matters/city-matters-wwii-vet-is-a-prisoner-of-woe-confined-by-covid-19-rules/article_452a3ad9-ab27-54e6-acdf-1f4dbfd0562c.html?fbclid=IwAR1ooFAahgHMFJqSA0jynJorFWjZ3xUrCKsu-XUii0foGTR-yruFwDzwyC8.

We support this story as told by some of our own residents and their families.  This has been an incredibly difficult year during the pandemic, and we recognize the emotional toll this has taken for everyone involved.  There have been many different rules and regulations on both the state and federal level that we have diligently followed to ensure we limit the transmission of the virus to the extent possible, and provide the safest environment for our residents.

That being said, we have been made aware that the state will be discontinuing their phases and allowing nursing homes to refer only to CMS and CDC for Covid-19 regulatory standards.  We are in discussion with our DHHS Case Manager, and will be participating in this week’s training call by DHHS to further address these changes.  Please rest assured that as soon as we know more we will convey this information and we remain ready to open the facility to the fullest extent possible.

Stay tuned for timely information coming this week to include changes to visitation, testing and activities. 

Sincerely,

Lori McIntire, Administrator

April 30, 2021

Dear Hanover Hill Families & Friends,

I want to take the opportunity to provide some clarification about the status of social indoor and outdoor visitation at Hanover Hill following questions regarding yesterday’s state press conference.   As communicated in my letter on 4/27, we remain in Phase 0 of the NH DHHS Reopening Guidance for Long-Term Care Facilities (LTCF) therefore restricting us from being able to offer social indoor and outdoor visitation until we move into Phase 1 of reopening.  We can, however, offer compassionate care visits for any resident and/or family member who feels that his/her psychosocial well-being would benefit from such visit.  If you would like to schedule a compassionate care visit, please contact Customer Relations at (603) 627-3826 Ext. 337 or our Activities Department at (603) 627-3826 Ext. 311.     

As of this morning, we are still awaiting all of the results of this week’s response testing however we have received confirmation of one (1) new positive staff case.  This will be reflected on our Hanover Hill Covid-19 dashboard later today.  The one (1) employee is not currently working and is following the recommended quarantine period.   Due to this new positive case, we will conduct another round of response testing of all residents and staff next week (5/4 & 5/5) and continue to maintain communications with our DHHS Covid-19 Case Investigator for further guidance and direction.    

Sincerely, 

Lori McIntire, Administrator

April 27, 2021

Dear Hanover Hill Families & Friends,

I want to share a brief update on the facility.  We remain in Phase 0 and continue to collaborate with DHHS on next steps.  We will conduct another round of response testing of all residents and staff this week.  For the most current data, please reference our Covid-19 dashboard located on our Hanover Hill website as it is updated daily to reflect the day-to-day changes in active and recovered cases, as well as those with tests pending. 

We appreciate the many questions we have received from families regarding the vaccine.  At this time, Hanover Hill is working with our contracted partner, Health Direct Pharmacy, on vaccine distribution in order to vaccinate new residents and staff as needed, and on an on-going basis.  As demonstrated by our recent “vaccine breakthrough” cases, although the vaccine isn’t 100% effective in preventing the virus, the CDC reports that symptoms appear to be less severe in “vaccine breakthrough” cases.  We believe the vaccines are an essential tool in this pandemic and continue to promote, educate and encourage all residents and staff to be vaccinated. 

In closing, our activities department is providing meaningful, individual activities to your loved ones, in addition to facilitating the many virtual visits and phone calls to help keep families connected.  If you, or another family member, is interested in scheduling a virtual visit, window visit, or call, please contact our activities department at (603) 627-3826 Ext. 311 and one of our dedicated staff will assist you. 

Sincerely,  

Lori McIntire, Administrator

April 14, 2021

Dear Hanover Hill Families & Friends,

Hanover Hill has just been made aware of two separate cases of Covid-19 at our facility.  One individual (1) is an asymptomatic re-admission from an acute care setting, and the other (1) individual is a separate case confirmed through a medical work-up.  With these new cases, we are working with our DHHS Covid-19 Case Investigator for further guidance and direction.  At this time, we are unable to ascertain where or how the virus was contracted however the affected residents are on isolation on the 2nd floor to help prevent any further transmission of the virus. 

We are actively coordinating response testing of all residents and staff to occur over the next seven (7) days, to proactively identify if there are any additional asymptomatic cases.  Please be assured that all infection prevention protocols, including the proper use of PPE, has been maintained by our staff throughout the pandemic, and infection control education continues to be a provided to all staff on best practices. 

Sadly, we are immediately suspending all social indoor and outdoor visitations as we must adhere to CMS guidelines for Long-Term Care Facilities and social visitation, regardless of vaccination status of residents or visitors, is not permitted when a new case is identified within a facility.  We are truly sorry for having to cancel all visits at this time.  Once we have completed our initial round of response testing, I will send out an update on the status of the virus within the facility and our tentative re-opening plan.  We are also temporarily suspending main dining room service for 2nd floor residents until the results of our response testing are completed. 

To help you stay connected to your loved ones during this time, our activities staff has increased their virtual/phone call schedule.  If you would like to schedule a virtual visit or call, contact our activities department at (603) 627-3826 Ext. 311 to set up a convenient time.     

For specific questions or concerns regarding your loved one, please contact his/her nurse manager.  I am also available for questions or concerns at any time.    

Sincerely,

Lori McIntire, Administrator

March 26, 2021

Dear Hanover Hill Families & Friends,

I am happy to share that based on the results of our most recent response testing (all negative), we will resume scheduled indoor visitation beginning Monday, March 29th.  As previously communicated in my 3/11 letter, initially we will be able to accommodate one (1) indoor visit per resident, per week, to allow every resident a visit.  The only exception is a quarantined resident who is ineligible for a visit until he/she has completed their quarantine period.   The following procedures will be in effect for indoor visitation:

Our indoor visitation schedule will be as follows:

o   Tuesday, Wednesday, Thursday mornings from 9:30am-10:30am

o   Tuesday, Thursday afternoons from 2:00pm-3:00pm

o   Monday – Friday evening lobby visits from 6:00pm-6:30pm

o   Saturday, Sunday mornings from 9:30am-11:30am

·         Indoor visitation will be by appointment only.  Visits may be scheduled online on our home page at Hanoverhill.com (click schedule a visit at the top of the page) or by contacting our Activities Department at 627-3826 Ext. 311.  A pre-screening Covid-19 questionnaire will have to be completed during the scheduling process. 

·         Up to two (2) individuals (minimum 2 years of age) are allowed to visit (no split reservations at this time)

·         All visitors MUST wear a well-fitted mask when they arrive on campus.  We encourage all visitors to wear a disposable surgical (procedural) mask (widely available in most stores).  However, in the event that you do not have one, a surgical mask will be provided to you. 

·         All visitors, regardless of vaccination status, will be required to complete a Covid-19 screening questionnaire and temperature scan at check-in.   

·         Upon arrival, we ask that visitors practice social distancing in our main entrance area (no gathering) and enter our main lobby one party at a time.  Visitors should plan to arrive 10-15 minutes prior to their scheduled visit.

·         Proper hand hygiene using alcohol-based hand sanitizer must be performed before and after every visit.

·         No food, drink or smoking will be permitted during the visit.

·         No animals will be allowed on campus with the exception of a service animal (as defined by the ADA).

·         Visitations will be held in designated areas (dining room, lobby and other socially distanced indoor and outdoor common areas) to limit movement within our building.  Please keep in mind that there are no restroom facilities for visitors to use.     

As excited as we are to welcome you back inside our facility, we want to encourage you to consider outdoor visits whenever possible and as weather permits, as they are believed to pose the lowest risk of transmission of the virus.  We have set up our outdoor patio furniture and benches in the front and back of the facility for residents and guests to use, and have started our spring clean-up on the grounds.  With outdoor visitation, you do not have to schedule an online appointment.  If you would like to enjoy an outdoor visit with your loved one, we kindly ask that you call the nursing unit ahead of time to let them know when you will be arriving for an outdoor visit so that we can coordinate resident care so he/she is ready upon your arrival.  The safety of your loved one is very important to us therefore it is imperative that following the visit, you notify the reception desk and/or unit staff member to ensure the safe return of our resident back into the building.  When visiting outdoors, all of the Covid-19 infection control protocols remain in place (wearing a well-fitted face mask at all times, social distancing, hand hygiene) and we ask you to refrain from visiting when sick or ill.  As we welcome visitors back onto the campus, we kindly ask for your understanding as this will be a work in progress and above all else, keeping staff resources and resident care at the bedside remains our main priority therefore we will make adjustments as necessary.

With the addition of indoor/outdoor visits, we expect to slightly decrease our virtual visits schedule (FaceTime, Google Duo, Zoom) to allow our activities department more time to provide high quality activities to your loved ones.   

It is important to share that Hanover Hill must adhere to CMS (The Centers for Medicare & Medicaid Services) visitation guidance, and our visitation is subject to change based on Hillsborough County positivity rates, in-house positive Covid-19 cases and other related factors.  As always, I will communicate any updates, changes or other pertinent information in a timely manner.

Lastly, I am happy to share that we welcomed back our beloved hair dresser, Lisa, this week!  Our residents are thrilled to have Lisa with us, and she is ecstatic to be providing hair services to your loved ones again.  Feel free to call or text Lisa directly at (603) 496-5078 to schedule an appointment.  Also, as it has been many months, a reminder that residents must have funds available in his/her resident trust account for this service, and/or you may make alternative arrangements directly with Lisa for payment.  

We look forward to seeing all of you in the coming weeks!!  

Sincerely,

Lori McIntire, Administrator

​​​​March 11, 2021

Dear Hanover Hill Families & Friends,

While we await the results of our most recent response testing, I would like to take this opportunity to provide a few key updates.       

You may be aware that the state recently identified a reporting error on county positivity rates submitted to CMS.  Although they are still actively working on resolving the data glitch, it appears that Hillsborough County positivity rates dropped well below 10% (currently 5.1%) and CMS has just released new reopening guidance for nursing homes.  With the revised guidance, we will be able to resume some normalcy for our residents.  We are pleased to announce the following updates:

·         Compassionate care visits are being scheduled and held in the main lobby (as appropriate).  It has been wonderful to see some familiar faces over the past couple of weeks as we have increased the availability of these visits.  If you would like to schedule a compassionate care visit, please contact me at 627-3826 Ext. 304 or Customer Service at Ext. 337.   

·         Our main dining room will reopen for lunch and dinner service, Monday-Friday, starting 3/15.

·         Our activities department will be resuming many of their communal programs for resident enjoyment.

Our next step will be reopening to indoor visitation.  We anticipate reopening within the next couple of weeks.  Initially, we will accommodate one (1) visit per resident, per week, to allow every resident a visit.  We have put a lot of thought, consideration and flexibility into this as we consider the safety precautions and staff needed to ensure a smooth opening.  However, please be patient as we continue to evaluate and make adjustments to meet various needs.  As we look forward to welcoming you inside our building, the following procedures will be in effect for indoor visitation:

·         Indoor visitation will be by appointment only.  Visits may be scheduled online on our home page at Hanoverhill.com (click schedule a visit at the top of the page) or by contacting our Activities Department at 627-3826 Ext. 311. 

·         Our visitation schedule will be as follows:

o   Tuesday, Wednesday, Thursday mornings from 9:30am-10:30am

o   Tuesday, Thursday afternoons from 2:00pm-3:00pm

o   Monday – Friday evening lobby visits from 6:00pm-6:30pm

o   Saturday, Sunday mornings from 9:30am-11:30am

·         Up to two (2) individuals (minimum 2 years of age) are allowed to visit (no split reservations at this time)

·         All visitors MUST wear a well-fitted mask when they arrive on campus.  We encourage all visitors to wear a disposable surgical (procedural) mask (widely available in most stores).  However, in the event that you do not have one, a surgical mask will be provided to you. 

·         All visitors will have to complete a Covid-19 screening questionnaire and temperature scan at check-in. 

·         Upon arrival, we ask that visitors practice social distancing in our main entrance area (no gathering) and enter our main lobby one person at a time.  Visitors should plan to arrive 10-15 minutes prior to their scheduled visit.

·         Proper hand hygiene using alcohol-based hand sanitizer must be performed before and after every visit.

·         No food, drink or smoking will be permitted during the visit.

·         No animals will be allowed inside the facility with the exception of a service animal (as defined by the ADA).

·         Visitations will be held in designated areas to limit movement within our building. 

As the warmer weather approaches, we will also encourage outdoor visitation whenever possible. 

Please feel free to reach out to me with any questions, concerns or comments. 

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