Frequently Asked Questions

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When are visiting hours?

Our recommendation is that you visit your loved one between the hours of 8 AM and 8 PM as this is when most residents are settling down for the night and facility doors are closed for the night.

What activities are available for my loved one, and how often?

Our activities department works diligently to create programs or activities that are within the skill levels and interests of the residents. Some of the fun activities that are included and coordinated by our Activities Directors are:

  • Exercising to music
  • Family Games
  • Trivia
  • Arts & Crafts
  • Clubs
  • Parties

Activities are offered in groups 4-5 times daily, and 1:1 room visits are offered daily.

What are the roles of the Social Services department?

Our Social Services team assists the residents and their loved ones in adjusting to the facility. They offer support and resources to the families and residents, address any concerns or requests, and assist with discharge. They can assist with scheduling services such as psychiatric evaluations, vision, dental, podiatry, and individual therapy.

Is there a laundry service?

Yes! The facility is equipped with industrial washers and dryers that reach temperatures up to 180 degrees. If you prefer to do the laundry for your loved one, please let the staff know so that they may accommodate that request. We ask that you avoid bringing clothing items that require special care and label any and all clothing items with your loved one’s name, but please do not use initials or include a room number.

What clothing items should we bring?

We recommend you bring 5 pairs of clothing and comfortable shoes. We require all clothing be washed, labeled with your loved one’s name in permanent marker, and recorded in the inventory log with their chart. Additionally, we request that the resident not bring items of high value or large amounts of cash.

Are there limits on who can visit our loved ones at one time?

We do not currently have a formal policy outlining the visiting guidelines, but we always recommend visiting with your loved ones in a common area. If you prefer to have a visit in the resident’s room, it is limited to 1-3 people in a resident’s room at one time.

Are there private areas for our family to visit?

The facility does its best to accommodate these types of requests for birthdays, holidays, etc. You may request this with the staff.

Are children permitted to visit?

Children are encouraged to visit, but we do ask that an adult always accompany any children under the age of 13.

Are pets allowed?

Pets are encouraged to visit on the basis that they are cleaned up after all times and with safety measures taken. All pets are required to be current with vaccinations and always kept on a leash.

How often will a physician or health professional visit my loved one?

Physicians will provide care when your loved one is admitted and once every 30 days thereafter. However, nursing staff are continuously in communication with the physicians, and dependent upon your insurance, visits from the physician may be more often. You may contact our Social Services Director for more information.

Am I able to bring my loved one home for a visit?

If the treating physician approves, your loved one may take a leave of absence that is coordinated by our nursing staff, and the resident will need to sign the LOA book upon departure and arrival.

Can I send mail to my loved one?

Yes! Residents are given mail daily, except for weekends and holidays. You may address it as shown below:

Hillcrest Post Acute
Attn:             Room#
450 Hayes Lane
Petaluma, CA 94952

To accommodate all our residents, we employ several staff members that speak several languages, including but not limited to:

  • English
  • Spanish
  • Tagalog
  • Hindi

Is smoking allowed in the facility?

Our facility is non-smoking, so we maintain the health and well-being of your loved ones. Smoking is permitted in designated outdoor areas.

Is there designated parking for visiting?

There is a parking lot with available open parking, including wheelchair-accessible spaces; please be sure to observe all parking signs.

Am I allowed to bring food to my loved one?

Each resident has a tailored diet to meet their nutritional needs; please consult with the nursing staff if you would like to bring food in. Any outside food brought into the facility must be kept in a sealed container.

Does my loved one have access to a phone, television, and internet access?

Yes, yes, and yes! Nearly all resident rooms in the facility are equipped with a TV, and all have access to an internet connection. All residents also have access to a portable telephone upon request from the nursing staff.

How do I know if Medicare will cover my loved ones’ stay in the facility?

An individual must be admitted to the facility with a physician order within 30 days of a 3-night stay at the hospital. Typically, Medicare will pay 100% of the cost during the first 20 days of care. A daily co-insurance co-pay is required for the days following, 21-100. Medicare will not cover skilled nursing fees past 100 days.

Is there someone I can talk to about food preferences? Are there any alternatives to the menu?

When your loved one is admitted to the facility, our Registered Dietician and/or Dietary Supervisor can and will speak with you and your loved one to determine any food preferences or special food needs. The staff in our dietary department strive to provide healthy meals for the residents that are also appetizing! Menus are tailored to prescribed medical diets that have been ordered by the physician. Daily, our staff will monitor food intake levels, residents’ weight, and lab data on a regular basis.

Who do I talk to if we have a personnel issue/concern?

If you run into any issues, we advise you to please contact the Social Services department to express your concerns or issue at hand. Our goal is to provide the best care for your loved one and ensure they are comfortable with the staff and services being provided.

We also encourage you to let staff know if you have had a particularly good experience.

What is an Ombudsman?

An Ombudsman is an advocate for our residents but is not employed by the facility. They will periodically check in on the facility to ensure that the residents are being provided with the proper care. They essentially act as a “voice” for the residents.

Who do I talk to if I have concerns or questions regarding admissions, billing, or finances?

You may contact the front desk to meet with our Business Office Manager.

If you have questions specifically about Medicare, Medi-Cal, or other various insurances, please contact our Admissions Coordinator as they are responsible for processing all necessary admission paperwork.

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