Frequently Asked Questions

Q: What are you doing to keep my loved one safe?

A: To protect residents, post-acute guests and team members, Hillcrest has taken the following precautions:

  • All non-medical visitations have been restricted in all campuses. Limited visitation is allowed per DHHS guidance. Please visit our COVID-19 page to see the latest updates to the visitation policies.
  • All external resident trips and outings have been postponed, and all internal group activities and events have been suspended. We suspended congregate dining and began delivering meals to resident rooms and apartments in April. As locations move from Phase I to Phases II and III, more group activities and congregate dining are being offered, with appropriate safety measures. However, the phase that a location is in can change based on criteria from the Health Department related to COVID-19 testing of residents and team members. For the latest information about which phase your loved one’s facility is currently in, please contact the administrative team of that service line.
  • At Hillcrest Country Estates Grand Lodge, residents are being permitted to book salon appointments. Both the resident and provider are wearing masks and maintaining social distance. A maximum of two individuals are allowed in the salon at a time.
  • Hillcrest team members have been trained and educated in proper infection control, handwashing techniques and on increasing the frequency of cleaning common surfaces.
  • Hillcrest team members are being screened daily to ensure they are not at risk of infection.
  • As a precautionary measure, our team members are wearing personal protective equipment in all of our service lines. We are following the process outlined by the CDC for Isolation Zones based on potential exposure or risk associated with new move-ins to our service lines, including red, yellow, green and transition zones.
  • The Hillcrest Executive Leadership Team is meeting multiple times a week to assess the ongoing situation and will determine any additional actions required.
  • Hillcrest Chief Medical Officer Dr. Tony Hatcher is leading an infection control committee to monitor the situation both locally and nationally and is revising protocols and policies as needed.
Q: Can I visit my loved one?

A: At the direction of the U.S. Government, and for the safety of residents, post-acute guests and team members, Hillcrest Health Services is restricting visitors to our campuses. Some medically necessary visits are allowed per the guidelines. Please remember this is a fluid situation, and these policies may change at any time based on the current re-opening phase at the facility. For the latest information about which phase your loved one’s facility is currently in, and if visitations can occur, please contact the administrative team of that service line.

Our team can arrange for a virtual visit with your loved one. Please ask the administrator at your service line.

Q: I have an appointment for outpatient therapy. Can I still visit Innovate Physical Therapy?

A: Our clinic is still open, so you are welcome to attend your appointment as scheduled. We take the necessary precautions to make sure we have social distancing and patients are treated in separate rooms and other areas of the gym. 

As of June 16th, 2020, all massage therapy services have resumed. Call (402) 682-4210 to schedule an appointment. 

As one of the very few local rehab companies accredited by the American Association for Accreditation of Ambulatory Surgery Facilities, we are required to follow higher standards and take extra steps to ensure client safety, as demonstrated through an annual survey process, emergency preparedness protocols and more. Rest assured, our team has been prepared for this type of situation for a very long time.

Q: Will my loved one still be receiving services in their home from Hillcrest Home Care and/or Hillcrest Caring Companions?

A: Hillcrest Home Care and Caring Companions team members are continuing to deliver service to clients in their home. Hillcrest has taken the extra step to perform a daily health screening on every team member to ensure the safe provision of treatment to your loved one.

Q: My loved one receives in-home services from Hillcrest and is experiencing symptoms or an upper respiratory illness (cough, sore throat, sneezing, etc.). What should I do?

A: Please notify our office (402-682-4808) and reach out to your primary physician for guidance.

Q: Can I come get my loved one?

A: Your loved one’s health and safety is at greater risk outside of our community because of the tight restrictions we have implemented in light of this unprecedented pandemic. Ultimately, it’s your choice if you would like to pick up your loved one, but they will be subject to a 14-day quarantine period upon return.

Q: How can I provide additional supplies my loved one may need?

A: Supplies can be dropped off to the front desk at all of our locations, and our team will be happy to get them to your loved one. Please make sure supplies are labeled with your loved one’s name.

Q: When will the visitation restrictions be lifted so I can see my loved one?

A: We must follow the guidance from our governmental licensing agencies. We are monitoring the ongoing situation from the local and national level and will continue to follow the recommendations of the CDC, local health departments and U.S. government. We will be communicating updates frequently and will lift the visitation restrictions as soon as it is safe to do so for our residents, post-acute guests and team members. Safety is always our number one priority. For the current policies, visit our COVID-19 information page.

Q: My loved one is on hospice in one of your buildings. Can I still visit them?

A: We are allowing visitors (max of two persons at a time in the resident’s room or apartment) for critically-ill residents on Hillcrest Hospice. Please follow the check-in/check-out procedure at the front desk.

Q: What is the check-in/check-out procedure for “medically-necessary” visits?

A: “Medically-necessary” visitors must follow these procedures:

  • Have their temperature taken at the front desk – if temperature is 99.1 or above they will be denied entry.
  • Answer screening questions to determine if they symptoms, traveled out of the country in the past 14 days or been exposed to someone suspected of having COVID-19.
  • Sign in and out with the concierge.
  • If approved for entry, must wear provided mask until they exit.
  • Visitors for hospice visits can only visit in their loved one’s suite or apartment and may not gather in common areas of the community. 
Q: What do you consider “medically-necessary” visits?

A: Medically-necessary visits include: physicians, nurse practitioners or other clinicians who are providing direct care; family members of critically-ill hospice patients. This also includes family members of residents determined to have a critical medical and social need for visitation (non-contact visits during Phases II and III only).

Q: What will happen if a resident/guest at a Hillcrest facility has coronavirus (COVID-19)?

A: We are closely monitoring our residents and guests in our Assisted Living and Skilled Nursing Facilities for potential symptoms of COVID-19. If symptoms are suspected, we will initiate testing in cooperation with the Health Department. If and when we learn of a confirmed case in any of our locations, we will notify the residents, their healthcare POAs, team members and appropriate vendors/visitors, as well as the local or state health department.

Q: If there are no group activities or external outings, what can my loved one do?

A: There will be plenty of guided activities for residents to engage in while in the comfort of their own room or apartment. Our recreation teams are constantly coming up with creative ideas on how to engage with residents individually during this unprecedented time.

Q: Can I bring my loved one flowers or other sentiments?

A: You certainly can, but the items must be left at the front desk to the attention of your loved one. A team member will deliver them to your loved one’s room or apartment.

For those residents with windows on the main level, some family members have also been making signs and encouraging notes to tape on the outside of their loved one’s window.

Q: I have another question related to COVID-19. Who should I ask?

A: Contact the Administrator at your loved one’s community or email

This page was last updated on February 25, 2021 at 4:30 p.m.