Listed below are answers to commonly asked questions about the coronavirus and how it will affect day to day life at The Highlands of Wyomissing. If you have resident or family questions, please contact the Pandemic Response team at (484) 220-8500 or [email protected]
Residents returning from doctor’s appointments, the ER or hospital, or anywhere outside of The Highlands’ campus will be quarantined for a minimum of 14 days. Those who have been traveling or away from The Highlands for an extended time are also being quarantined.
Quarantined residents should contact Maintenance to have their mail delivered.
Today you can walk the campus outside, but remember to stay 6 feet away from other walkers. Please refrain from walking the Wyomissing trails.
No. It is vital that residents remain in their residence for the duration of the quarantine period.
As a clarification the governor has extended the stay at home guidance for Berks County until June 4th. At this point in time, regarding before June 4th, the answer is “no.” Residents can go to required appointments that can not be scheduled through telehealth but will be quarantined for 14 days upon their return.
At this time there is no charge.
Families members are welcome to drop off packages at the front desk. We will see that the package is delivered to your parent.
Yes, Vickie has a tablet in which your parent could use to Facetime with you. Call Vickie McNeill in Skilled Nursing at 484-220-8389 to schedule a date/time for the Facetime session with your parent.
We understand that basic cable can get boring and as such have expanded the number of movies, intellectual programs, and musical entertainment being broadcast on our in-house TV channel 956. Our activity director, Vicki McNeill, will make sure your family member is aware.
If your mother becomes ill or sick, we will take care of her as we always do. In conjunction with our Medical Director, The Highlands at Wyomissing has established protocols, for caring for anyone who is presumed or confirmed to have contacted the Covid-19 virus. As always, we would inform the Resident’s family and include them in discussions with the physician. Options to mitigate risk by assessing residents in-house as opposed to being sent to the hospital will be discussed with you if it is an appropriate option.
Guidance was issued on March 19th by the CDC and DOH and all dining rooms have been closed since that time and residents in all levels of care are being provided meals in their rooms while communal dining has been temporarily suspended.
For their safety and well-being, residents are encouraged to remain in their rooms; however, in both Personal Care and Skilled Nursing if residents are walking in the hallways or in the common areas we endeavor to maintain social distancing at all times. We have held some socially distanced activities such as hallway bingo.
Skype, Facetime and other virtual platforms are being used to engage with family and friends. Please contact Vicki McNeill at 484-220-8389 (Skilled Nursing) or Kathy Marabella at 484-220-8515 (Personal Care) to request arrangements.
In Personal Care our residents are welcome to enjoy our new, secure outdoor spaces when weather permits. In Skilled Nursing, available staff have been encouraged to accompany residents outside as often as possible. We recognize the importance of everyone getting fresh air and sun!
Contract residents are being admitted, but please understand that anyone coming from outside of the Highlands' campus is being quarantined for 14 days.
The salons are currently only operating for Residential Living residents that are functionally unable to wash and set their own hair. Our Personal Care and Skilled Nursing staff are trained to wash resident's hair and will be providing this service to residents needing any assistance.
There isn’t any renovation work occurring in Heather Court. General maintenance to refresh and paint available rooms is being handled by Highlands staff who are screened at the beginning and end of each shift.
Yes. The area being worked on is completely cordoned off from residents. Residents do not have any interactions with the construction team.
We believe that this question is being asked about the current status of the construction project to renovate Personal Care. Although work continues, the project remains behind schedule and we do not foresee this project ending until late June.
Recently we have obtained test kits for COVID-19 and have tested all Skilled Nursing and Personal Care residents. Results have been communicated with the residents and their families.
Yes. Zoom meetings with families of Personal Care and Skilled Nursing are held on Mondays and Thursdays at 2:30 p.m. Please contact the Pandemic Hotline to sign up for the call.
Dr. Ruxandra Jadic is The Highlands’ Medical Director and is responsible for the oversight, care, and wellbeing of all residents in Skilled Nursing. She has instituted the virus assessment which includes 12 signs and symptoms that may indicate viral systems. This virus assessment is being completed on all residents in Skilled Nursing.
Our assessment of the situation is a very serious one. We take very seriously the spread of the coronavirus. Every day we do our part to aggressively prevent and mitigate the spread as we deliver compassionate care under challenging circumstances.
We are continuing to do the enhanced cleaning which we implemented on March 11. The enhanced cleaning is focused on sanitizing high touch areas. All other cleaning is being done routinely.
It is the responsibility of all staff to monitor and be responsible for all interactions. All staff are trained on basic precautions which includes washing hands with soap and water for 20 seconds, how to use alcohol-based hand sanitizer, changing gloves between resident care, and donning and doffing PPE. More importantly, our team is continuing to do enhanced cleaning of high touch areas which is designed to stop the spread of contagious illnesses.
What concerns all of us is simply the unknown. We are highly trained and competent in managing outbreaks. We are up-to-date and knowledgeable regarding the latest guidance issued by the CDC and Department of Health. But we are still learning much about this new virus. The health and wellness of our residents and the staff who support them is our top priority.
Test results are shared as soon as they are available generally 2-3 days. Yes, due to the nature of the testing it can be difficult for any resident.
The coffee bar in Personal Care is closed at this time. Coffee can be served with their meals to their apartments.
Yes, we are using our own per diem staff.
The Highlands is not testing staff. Staff are being referred to their own physician for testing for symptoms.
In accordance with Highlands’ protocols and guidance issued by the DOH, we are checking vitals 3x/daily. This includes, pulse oximeter reading, temperatures, et al. Any noted changes are being communicated to the clinical team and the Medical Director.
Yes, if physician deems appropriate and if symptoms present.
Regardless of the Resident’s needs, we will provide care and services in accordance with our protocols and under the direction of our Medical Director. In your example, any Resident on hospice will remain on hospice.
No, Therapy staff are assigned specific locations
Yes, please drop the items at the front desk and we will deliver the items to the residents.
Yes, all residents having tested negative or positive.
They are permitted if a consistent assignment can be arranged by Home Care.
Staff are wearing N95 masks, goggles and gloves, but not gowns.
You will be called for your meal choice and can notify Dining Services at that time that you do not want a meal.
Please dispose of these cartons in the trash and not the recycling. Signs are posted.
Based on experience in the dining rooms, residents prefer pies and cakes as dessert. Fruit is now being provided 4 times a week in the meal delivery. Residents may purchase fruit through the Bistro Market delivery service. Additionally, fruit is included as part of the Breakfast Meal delivery service.
Breakfast (7 days a week)
Pre-ordering required. Cost: $5.00 billed to resident account.
Orders will be delivered between 8:00 and 10:00 a.m.
Telephone calls to 484-220-8316 will be accepted between the hours of 7:00 and 9:00 a.m. Voice mail messages will not be accepted. Emails to [email protected] need to be submitted no later than 9:00 a.m. Please include the following information in your email: Name & Residence Number
Pre-ordering required. Cost: $8.00 billed to resident account.
Orders will be delivered between 11:00 a.m.-1:00 p.m.
Telephone calls to 484-220-8316 will be accepted between the hours of 10:00 a.m. and 12:00 p.m. Voice mail messages will not be accepted.
Emails to [email protected] need to be submitted no later than 12:00 p.m. Please include the following information in your email: Name & Residence Number, Choice of meal selection and iced tea, lemonade, water or juice
Main Meal at Noon (Sunday)
Pre-ordering is required. Cost: one meal credit per resident; those who do not have remaining meal credits will be charged $17.00 on their monthly bill.
Orders will be delivered between 12:00-2:00 p.m.
Emails to [email protected] need to be submitted no later than 10:00 a.m. Please include the following information in your email: Name & Residence Number, Choice of meal selection and iced tea, lemonade, water or juice.
For residents who have not submitted their order by email, Staff will call residents for order selection between 10:00 a.m.- 11:30 a.m. Voice mail messages will not be accepted.
Pre-ordering required. Cost: one meal credit per resident; those who do not have remaining meal credits, will be charged $17.00 on their monthly bill.
Orders will be delivered between 4:00 to 6:00 p.m.
Emails to [email protected] need to be submitted no later than 1:00 p.m. Please include the following information in your email: Name & Residence Number, Choice of meal selection and iced tea, lemonade, water or juice
For residents who have not submitted their order by email, Staff will call residents for order selection between 1:00 to 3:00 p.m. Voice mail messages will not be accepted.
Evening Meal (Sunday)
Pre-ordering required. Cost: $8.00 billed to resident account.
Orders will be delivered between 4:00 -6:00 p.m.
Telephone calls to 484-220-8316 will be accepted between the hours of 9:00 a.m. and 11:00 a.m. Voice mail messages will not be accepted.
Emails to [email protected] need to be submitted no later than 11:00 a.m. Please include the following information in your email: Name & Residence Number, Choice of meal selection and iced tea, lemonade, water or juice
No advance orders. Please only order for one day at a time. No special requests can be accommodated. Any questions about this information should be directed to: 484-220-8308
Bistro Market (7 days a week)
Pre-ordering is required.
Orders will be delivered starting at 11:00 a.m.
Telephone calls to 484-220-8268. Voice mails will be accepted.
Emails to [email protected] need to be submitted no later than 9:00 a.m. Please include the following information in your email:
Name & Residence Number
Market orders selections from those items listed on Bistro Market order form.
No advance orders. Please only order for one day at a time. No special requests can be accommodated.
The resident portal is unable to accommodate meal orders.
Residents cannot order beer and wine from the Bistro Market.
We would advise calling your physician’s office to see if you can postpone your appointment. Many physicians’ offices are rescheduling appointments for a future date or conducting telehealth appointments. If you must go to a physician’s office, please contact our Home Care Health Support office so they can assist with your arrangements.
Based on the Governor’s directive to close non-essential businesses, the work to change out the exterior door locks is postponed. You may use the exterior door key when returning from your walk and not need to be screened in the lobby.
If you are doing this to run your car engine, we would prefer that you turn the engine on while parked and not drive. If you are doing this to go for a drive, please do not as this may cause other people to be suspicious and concerned. Many residents have been assisting us in ensuring compliance of all restrictions.
Yes. Please ask them to drop off the items at the main entrance. Our staff will deliver them to you.
Read. Watch a movie. Telephone, email, or Facetime with family and friends. Write letters. Organize your residence. Clean out a closet. Exercise within your residence. Word puzzles are available on the Mailroom Bulletin Board. Check-out some online classes. Tune into Channel 956 for daily Highlands programming!
Please call the customer service number for your bank to get instructions on how to initiate those transfers through a telephone call or through on-line banking.
No. All common areas of The Highlands are restricted from use to enforce social distancing requirements issued by the state, CDC, and DOH.
At this time, we will be holding virtual town hall meetings every Tuesday and Friday at 2:30 p.m. Yes, there will be a new meeting ID for each virtual town hall meeting. Check the resident portal at www.thehighlandsportal.org. We appreciate your participation so you can stay informed with accurate information regarding the pandemic and state of The Highlands. You can also watch the meetings on TV Channel 956.
Yes we have HEPA filters on the vents in the main building. To the best of our knowledge, no. There are 270 residents in the main building (apartments).
Yes, provided that there is no contact/interaction with delivery personnel. Many organizations are going to “contactless” ordering and delivery. Please be safe.
We are not providing hard copies of the questions and answers, but our website www.thehighlands.org is updated routinely with FAQs.
Yes. The Highlands is a non-profit organization.
We received good news that our application for relief through The Coronavirus Aid, Relief, and Economic Security (CARES) Act Loan Program was approved. The Payroll Protection Program (PPP), administered by the SBA. The total amount of the loan is $2.4 million.
We agree the social connections are really important for residents and staff. We all care for everyone in a very deep and meaningful way. COVID-19 has made this sense of community even more transparent.
We have not changed any procedures regarding publicly acknowledging residents who have passed. Roses are still being placed in each location that the resident resided and the resident only Resident Portal www.thehighlandsportal.org is updated in the "In Memoriam" section if they were a residential living resident.
The only caveat: it is the family's decision that allows us to make announcements.
Without heavy spraying of pesticide, which pose numerous health concerns of their own, we cannot assure a tick free zone. If you enjoy walking in the grass or among the trees, we suggest wearing a hat, long sleeve shirt, and long pants to protect your arms and legs. Then, before re-entering the building, examine your clothing and skin for any unwanted passengers such as ticks. If spotted simple brush them off and kill them if possible.