March 25th Family Conference Call
Good afternoon and welcome to today’s family conference call. I’m Andy Trepanier, Executive Director of Cloverwood. I’m here today with Jen DiOrio, Assisted Living Director, and Kim Bidleman, Life Enrichment Coordinator. We have Glen Cooper, President & CEO of Friendly Senior Living and Denise Hubler, VP of Marketing & Development, on the phone call as well. On today’s call, Jen, Kim, and I will be giving you updates on the health, safety, and well-being of your loved ones. We will also answer a few questions that you have asked us before today’s call.
Glen Cooper, President & CEO will give a global COVID-19 update:
As of now, there are no suspected cases of COVID-19 at Glenmere; however, the number of cases in our county continues to rise. Everyone is urged to continue taking all measures to prevent the spread of COVID-19, including proper and frequent handwashing and social distancing. These are critically important.
First, I would like to thank the families that have been sending in notes of appreciation. Andy and I shared these with staff, and they were very well received in this stressful time.
An update on our COVID-19 positive staff member that works at the Friendly Home: she is doing well and looks to come off quarantine possibly as soon as tomorrow. The four staff members quarantined due to close contact with that individual, pending no changes in their conditions, will be released as of tomorrow evening. While we are pleased with this, we recognize our staff are a cross-section of the community, and with the growth forecast it unlikely we will not have other staff infected at some point.
As of now, there are no cases of COVID-19 at Glenmere.
Andy will be talking to you about what we are continuing to do to minimize the potential spread of COVID-19 to Glenmere. Recognizing the world around us is changing rapidly, we thought it was important to give you an update on the global status of COVID-19 in New York State. I think most of you are familiar with the daily updates the Governor has been giving; we also are getting updates on an on-going basis from the New York State Department of Health and the CDC. As you’ve probably heard, the state has said that the spread will continue to be rapid. Downstate, if a resident of a skilled nursing or assisted living facility has signs and symptoms, they are to be treated as having COVID-19, without being tested first. In other words, the virus is now widespread enough that they are assuming it is a positive. In light of this and in preparation for the spreading to assisted living in this area, we have been directed to come up with how to treat our residents in place should that be needed and to avoid hospitalizations. We are in the process of doing that, recognizing the latest estimate from the state is that the peak in cases is 2 to 4 weeks out.
I will conclude by saying how thankful I am to the leadership team. They are working more hours than they ever have or ever thought they would in their career and certainly more than their families want them to —their effort is greatly appreciated.
Right now, Glenmere is sufficiently staffed in all areas. Recognizing that this is an ever-changing situation, we have been working diligently and developing strategies to ensure that adequate staffing levels are maintained. These include:
- Working with our recruitment agency to aggressively recruit and hire additional staff.
- Reaching out to people who have been laid off in certain industries to supplement our staff; for example, Roberts Wesleyan College is closed, so we are reaching out to their culinary team to provide assistance to our Dining Services team.
- We are cross-training and utilizing staff in other capacities to assist where needed.
Inventory & Supplies:
As of now, we are all set with most of the supplies we need, including items like gowns and gloves, cleaning supplies, and food/beverages. We are ordering supplies daily to ensure that we have everything we need on hand in the days and weeks to come, and we are working with the Office of Emergency Management for Monroe County on this as well in keeping us supplied with items like masks.
- We unfortunately have had to close the salon. We are sorry to have to take this step, but we need to follow the guidance and direction of government and health authorities as in all other matters. Please be assured that staff is continuing to monitor residents, ensuring they are well-groomed and well cared for in this area.
- All meals are now served in residents’ rooms as required by the Department of Health in an effort to promote social distancing.
- Cloverwood and Glenmere’s leadership teams have been rounding throughout the building, checking on residents and staff, addressing any questions or concerns, and ensuring things are running smoothly.
Questions and Answers:
Finally, we understand there are many more questions during this unprecedented situation. I would encourage you to continue sending questions to email@example.com, where they will be reviewed and forwarded to the appropriate staff person for response. I would also like to take this opportunity to thank all of you for your support, kind words, and encouragement during such times. All of these kind actions mean more than one can imagine. Thank you.
Thank you to our Glenmere families for being so patient with us and for putting your trust in us to care for your loved ones. We are doing our very best for them during this difficult time. Please continue to stay in touch with us and with them by phone and email. The video chats are going great; please call Kim, our concierge, at 248-1200 to arrange these. Thank you again!
CORONAVIRUS UPDATE – MARCH 13, 2020
Dear Glenmere Residents and Families,
This morning, Andy Trepanier, Cloverwood Senior Living’s Executive Director and Jennifer DiOrio, Glenmere’s Assisted Living Director, spoke with Glenmere families via a conference call to provide updates and information. Here is a summary of topics covered on the call for all Glenmere families and residents.
We understand that this is a very difficult situation for you and your loved ones. COVID-19 is especially dangerous for older adults. Please know that our team will continue to do everything we can to minimize the risk to our Residents.
First, as you know by now, because there is a confirmed case of COVID-19 in Monroe County, federal regulations required that Glenmere stop all visitation except for extreme circumstances such as an end-of-life situation. If you feel you have an urgent need to visit your loved one, please call our Assisted Living Director, Jen DiOrio, at 585-248-1210.
Next, we ask that you limit deliveries of any items to your loved ones. If you must deliver something to Glenmere, please call the reception desk first at 585-248-1200 to let them know. When you arrive at Glenmere, you will only have access to the lobby where you can leave your items with our concierge and our staff will deliver for you. Again, due to federal regulations, you will not be able to enter the building past the main lobby. However, I want to reiterate that it is best to limit non-essential deliveries as much as possible.
Our Gift Shop will remain open during this time by our Cloverwood resident volunteers. If you would like to purchase something from the shop for your loved one, we can help you select an item and deliver it for you. Please call Betsy Wells at (585) 248 -1127 for more information.
Residents’ medical appointments inside and outside of Glenmere
Medical providers who routinely visit Glenmere to provide necessary care will continue to do so, including all external therapies such as PT, OT, and wound care. These individuals will be screened before entering Glenmere.
Residents’ medical appointments outside of Glenmere should be cancelled if they are non-essential. For essential appointments, please continue with normal scheduling of transportation until further notice.
Other important news regarding what will and will not be happening at Glenmere during this time:
- All Resident outings away from Glenmere are cancelled.
- Activities will be limited to groups of 15 Residents or less.
- The beauty shop will remain open, as we know how important this service is to our Residents.
- Our Life Enrichment, Nursing and Dining teams will be doing everything we can to keep Residents engaged and involved during this time. For example, we hosted a winter picnic yesterday for our residents for lunch, which everyone enjoyed!
- We are screening every employee every day as they come to work. This includes 1) taking their temperatures and 2) having them complete a questionnaire about COVID-19 risk factors, including showing signs of respiratory illness, travel, and potential exposure to anyone with COVID-19. No one will be allowed to enter the building if they have a fever. If other risk factors apply, the employee will be further evaluated by our Employee Health Nurse.
- We will continue to follow the same infection prevention and control procedures as usual, just as we do throughout the year and especially during flu season. This includes handwashing and wearing gloves and other personal protective equipment. We are continuously reinforcing these procedures with our staff.
- You should know that we have plenty of all of the necessary supplies on hand here at Glenmere, including food and beverages for Residents.
- We are proactively working with our vendors to ensure that Glenmere is a priority for ordering and deliveries. To reinforce, delivery vendors will not be allowed into the building unless they are screened and cleared, and in most instances, they will leave deliveries on our loading dock to be picked up by staff.
- Our disinfectant and cleaning processes continue as usual, with special attention to commonly touched areas such as door knobs, light switches, elevator buttons and the like.
- Hand sanitizers have been installed outside the main dining room and throughout the building in common areas.
- We continue to take every precaution to minimize the risk to our Residents and staff.
- The best way to stay connected to your loved one is by phone. As always, you and your loved one may call one another at any time.
- We are arranging video chats through an app called Zoom Meeting. Download the app from the App store on your iPhone or Google Play on your Android.
- Here’s how it will work:
- Please call your Kim Bidleman, Life Enrichment Coordinator, at (585) 248-1238 or Jan Conte, Concierge, at (585) 248 – 1200 to schedule a time to video chat with your loved one.
- Video chats can be scheduled Monday through Friday, between 9:00am and 4:00pm.
- Staff assistance will be provided for your loved one for your video chat.
Because we are receiving information at such a rapid pace and the COVID-19 situation is very fluid, we will be using email and our website as the main sources for providing you with updates, vs. sending out letters as is our usual method of communication. By the time you receive a letter from us in the mail, it is likely that the situation will have changed.
If you have a loved one or another family member to add to our email distribution, please call our concierge coordinator, Jan Conte at (585) 248-1200.
Finally, I know that you must have many questions. This is an unprecedented situation for you and for Glenmere, and we will do everything we can to keep you up-to-date and informed, and most importantly, minimize the risk of COVID-19 to Residents. A few questions we have received already are as follows:
Q: What if we want to bring my loved one home to our house? Are there legal ramifications?
A: Again, to minimize the risk of our Residents’ exposure to COVID-19, we strongly encourage Residents stay at Glenmere except for essential medical appointments. If a Glenmere Resident leaves the building, we will need to assess and monitor signs and symptoms once they return. We are not aware of any legal ramifications.
Q: If a Resident shows symptoms of COVID-19, will you be able to test them at Glenmere?
A: If a Resident shows symptoms of COVID-19, we will contact their primary care physician and take guidance from their office.
Q: Will you be able to care for Residents who test positive for the COVID-19 at Glenmere?
A: Yes, we are prepared to take care of them following guidance from government agencies.
Q: Will visitation change?
A: Currently, as directed by the federal government, Glenmere is not allowing any visitors except in extreme circumstances such as an end-of-life situation. If you feel you have an urgent need to visit your loved one, please call our Assisted Living Director, Jen DiOrio, at 585-248-1210.
Q: How do we pick family members up for doctor appointments, outside activities and other off premise functions?
A: We strongly encourage that Residents do not leave Glenmere except for necessary medical appointments. In that case, we will bring the Resident to the front desk to meet you.
Q: Will webe allowed to walk with loved ones outside around the Glenmere grounds during nice weather?
A: Following direction from government agencies, as of right now the answer is no.
Q: How are you reassuring Residents any separation from their families is temporary?
A: We are sharing with our Residents all of the information that we are sharing with families. Beginning on Monday, March 16, you will be able to connect virtually with your loved one. And, as always, you can call Jen, Karin, Kim, or Jan to connect with your loved one.
Q: Will there by gatherings and socializing of all residents – including memory care, assisted living, and Cloverwood – or will Residents remain in their main residential areas?
A: At this time we will are not allowing co-mingling. However, activities will be held in each area to promote Resident engagement and involvement.
Finally, I know that you must have many other questions. This is an unprecedented situation for you and for Glenmere, and we will do everything we can to keep you up to date and informed, and most importantly, minimize the risk of COVID-19 to Resident. We have set up an email address to which you can send your questions: firstname.lastname@example.org. These will be reviewed and sent to the appropriate staff person for response.
We will continue to keep you up to date as we receive new information, and appreciate your support during this time.
Frequently Asked Questions
Updated: March 25, 2020
Resident Family Letter
March 15, 2020
Dear Friendly Senior Living Residents and Families,
I am writing to share with you the news that a Friendly Home employee tested positive today for COVID-19. You should know that this employee is not on the medical team at the Friendly Home and does not provide direct care to our Members. The individual recently traveled to Miami, Florida, and immediately upon showing symptoms, sought medical care, and is currently isolated at home. The Home’s leadership team sent home all four co-workers who had been in direct contact with said employee. None of these employees perform clinical services, and all will not return to work until cleared by the Department of Health. At this time, there are no other suspected cases of COVID-19 among our staff, Members, residents or patients.
We understand this is unsettling news for our Members, residents, their loved ones, our staff and the greater community. Please know we are working tirelessly to mitigate the spread of COVID-19 in our communities and care deeply about the well-being and health of our Members, residents and employees above all. This continues to be our top priority in the days, weeks and months ahead.
In addition to the measures already in place throughout the Friendly Senior Living communities – Cloverwood, Glenmere, Linden Knoll & Friendly Home – only essential employees are permitted to come to work. They will continue to be screened before working, including having their temperature taken and completing a questionnaire about COVID-19 risk factors, such as potential exposure and signs of respiratory illness. These same screening procedures are in place for visitors to Linden Knoll and Cloverwood. At Friendly Home and Glenmere, no visitors are permitted to enter the communities except in extreme circumstances such as an end of life situation.
Further, all employees are required to wear masks while within 6 feet of Friendly Home Members and Glenmere residents. These Members and residents are being screened daily by Nursing for signs/symptoms of COVID-19, and we are providing the Department of Health (DOH) with status updates on a daily basis.
Following the direction of the DOH and other government and health agencies, all of our communities are taking every necessary, mandated and precautionary action to mitigate the spread of COVID-19 and minimize the risk to our Members, residents and employees.
Again, we understand that this is a very challenging time for all of us in the Friendly Senior Living family. Your loved ones are continuing to be served with care and compassion, and we will keep you apprised of information as it develops throughout this rapidly evolving situation. Please visit our website at www.friendlyseniorliving.org for the latest updates for all of our communities. Thank you.
President & CEO, Friendly Senior Living