COVID-19 Prevention

COVID-19 Updates

March 28, 2020. 3:45pm PST

Our top priority is ensuring the health and safety of all those in our communities while maintaining the independence of our residents.

At the beginning of March, Hawthorn Senior Living developed a leveled response program to be implemented at local communities based on the degree to which its residents, employees and others may have been exposed to or affected by COVID-19. We are following all guidance from the Centers for Disease Control and Prevention (CDC) and other public health authorities.

On March 4, all communities initiated our Level 1 response. Level 1 included providing an overview of the virus to our residents and staff as well as posting signage asking all visitors who were not feeling well to refrain from visiting the building. Staff received additional precautions about transmission of the virus. Each community also began preparations for an outbreak that included retaining emergency food and medical supplies. Our standard virus protocol was implemented which included updated procedures for COVID-19 precautions.

On approximately March 10, all assisted living communities, initiated our Level 2 response. This included further restricting visitation to essential visitors only, except where state government did not allow the restriction. We began providing all meals by room service and activities were programmed for in-room enrichment.

On March 14, all independent living communities initiated our Level 2 response. This set a window for visiting hours that allowed for proper disinfecting and limited the number of asymptomatic guests to one per resident at a time. Communal areas were restricted and public areas, such as elevators and hallways, were disinfected regularly.

On March 14, across all our communities, we took additional actions in accordance with our Level 2 response. All beauty shops were closed. All staff and residents were educated again on CDC prevention guidelines. All public areas of our communities were disinfected three times per day. All kitchens were restricted to culinary staff only. All out-of-facility activities were postponed, and outside entertainment was no longer allowed in our communities.

On March 20, we exceeded the Level 2 plan by restricting all visitors, except where required by law, at every community. We also arranged room service and/or offered socially distant dining.

Our Level 3 virus protocol will be implemented at communities where there is a reported case of COVID-19. In addition to re-educating staff on prevention using hand washing and staying home with any sort of symptoms, very specific and extensive disinfecting protocols will be instituted in addition to the stringent plans currently in place. All meals will be delivered via room service using appropriate caution. Kitchen staff will be restricted to the kitchen and all other staff will be restricted from entering the kitchen. All activities, non-urgent transportation will be canceled. Residents will be required to shelter in their apartments. The Level 3 protocol will remain in place until such time as it is safe to return to Level 2.

Please remember:

  • For the health and safety of our residents and staff, do not visit any community unless you are an essential visitor. If you question as to whether you are an essential visitor, please call the community directly.
  • All employees, residents, medical professional or anyone else requiring entrance to the building, may only enter through the main entrance. Do NOT “sneak” into the building or use any other door to enter.
  • Any essential visitor will be screened and must sign an attestation that they do not have any symptoms of COVID-19, nor have they had contact with someone diagnosed with it.
  • All communication with residents should be done via phone, FaceTime, Google Duo, E-mail or any other source that does not require in-person contact.

Keeping our residents and staff safe requires the participation and support of everyone connected with our community. Please do your part in helping to keep the COVID-19 virus from spreading.

Past Updates

March 25, 2020 2:40pm PST

As of the writing of today’s update, we do not have any known cases of residents or staff diagnosed with COVID-19 at any Hawthorn Senior Living community. As an organization, we continue to review and adopt local and federal guidance on managing this crisis and will maintain communication in the same fashion that we have over the last few weeks.

Since the last update, many states and provinces in which we operate have issued orders to stay home. We were ahead of those orders at every building when we self-quarantined and modified our activity and dining programs. We continue to look for ways to serve and engage our residents at a safe social distance. At present, we have not received any new guidelines that are more stringent than those we have already put into place. We appreciate how patient and compliant most of our residents and family members have been with the directives handed down from local governments. We are in the process of having individual conversations with those residents and family members that are not following the shelter-in-place and social distancing guidelines introduced by the government to find a resolution that minimizes risk to our residents and staff. We recognize that staff enters and leaves our communities at the completion of each shift; there has been guidance from the government on essential employees reporting to work. Providing for our residents is an essential job and our employees are going through a screening process prior to each shift.

While we maintain our existing visitor protocols, we encourage our residents and families to find ways to communicate with one another. FaceTime, GoogleDuo, Skype, and Zoom are a handful of free or inexpensive ways to stay in touch. Residents that do not have a computer, smart phone or tablet device may utilize community computers; however, please have a conversation with the community team first so that the computer can be properly disinfected before and after using it. One topic that we suggest you consider adding to your conversation has to do with financial safety. During times of crisis, we know that seniors are often the victims of scams. We’ve already learned of a few attempts to separate seniors from their money. Here are a few typical scams that people fall victim:

  • Fake Health Authorities (people pretending to be from the CDC/medical office offering vaccines/masks/sanitizer, etc for a premium)
  • Fake Assistance (they’ll say that since it’s unsafe to go out, if you send money and they will deliver groceries)
  • Fake Grandchild Emergency (suggesting their grandchild is at the hospital/jail/doctor and need money for tests or bail)
  • Fake Charities (purporting to raise money to end this pandemic) are a handful of the attempts to separate seniors from their money that are currently affecting families now.  

Keep an eye out for these types of call and have a discussion about how to recognize them and what to do. As a community, we will work together to keep our residents as safe as we can.

March 21, 2020 6:15pm PST

As of the writing of today’s update, we do not have any known cases of residents or staff diagnosed with COVID-19. We continue to focus on our temporary protocols to limit exposure in our communities and we truly appreciate the positive feedback shared by residents and their families.

We are proud of the care and services that we provide each day at Hawthorn Senior Living. It is our intention to maintain the level of gracious assisted and retirement living our residents have come to enjoy and to provide for our employees whose families may be experiencing economic hardships. Today we announced to our communities that through the duration of this crisis and retroactive to the beginning of the payroll period, our hourly employees will earn $2.00 more per hour. Salaried employees will accrue additional paid time off for each week worked until this pandemic comes to an end.

We recognize that the best way to take care of our residents is to take care of our employees. As a company and a community, we will see our way through this trying time together.

March 20, 1:45pm PST

As you are likely aware, there has been a significant increase in Coronavirus (COVID-19) cases throughout the world. Governments are taking extreme measures in order to further prevent the spread of this virus. Schools, restaurants, bars, salons, movie theaters and even clothing stores have closed. Hawthorn Senior Living has followed the guidelines from the Centers for Disease Control and Prevention, and the President's Coronavirus Guidelines for America, and will be following the most recent guideline regarding visitation. We will be restricting social visits in our communities effective immediately. Please keep in mind that these are extreme circumstances and we will remove these measures as quickly as possible.

What are the immediate prevention measures being implemented?

  • Entry to the facility will be restricted to ALL visitors except:
    • Facility employees required to provide immediate care and services
    • Those providing critical assistance to residents
    • Outside medical personnel
    • Government officials who in their capacity require entry (CDC staff, public health staff)
  • Webcams, Skype, Google Duo, e-mail and phone are great ways to keep in contact with loved ones
    • If you are having trouble, please reach out to community management for assistance
  • Facility employees, outside medical personnel, those providing critical assistance to residents, and government officials that enter the community must sign in appropriately with the community management
  • Entrance doors will be secured, the doorbell must be used to enter the facility
  • If residents choose to leave the community for any reason other than a medical appointment (where the medical professionals have instituted appropriate social distancing measures), they must self-quarantine in their apartment for 14 days. 

This is a measure that we understand will impact everyone. It is not ideal, but given the current situation and the rapid spread of the Coronavirus (COVID-19), this extreme measure is necessary for the health and safety of our residents and staff. We will be closely monitoring the situation and will work to remove any preventative measures as soon as it is safe to do so. Click here for more information on The President's Coronavirus Guidelines for America.

Should you have any questions or concerns, please contact our Resident Relations Department at 1.866.267.8218.

March 18, 12:50pm PST

As of the writing of this update, Hawthorn Senior Living has no confirmed cases of COVID-19. We are, however, reviewing our culinary program to respect the social distance recommended by the CDC.

Last week, all Hawthorn Senior Living Assisted Living and Memory Care communities instituted a room service program. All meals and snacks are being served to assisted living and memory care residents in their apartments.

In Independent Living communities, we began introducing modified dining plans early this week and expect to have all communities modified by the end of the week, if not sooner. The modified dining plan may vary slightly by location; however, service is intended to maximize social distance between residents at each meal service. This could include serving stations set up on each floor for every meal, one person per dining table, meals packaged to be eaten in a resident’s apartment, or a combination of these efforts depending on the location.

We are fortunate to have a talented, well-tenured culinary team. It is our intention to maintain the gracious dining program to which our residents are accustomed; however, any change to our meal program can be frustrating. Please help us by being patient. 

Should you have any questions or concerns, please do not hesitate to reach out to our Resident Relations Department at 1.866.267.8218.

March 17, 2020 1:30pm PST

Dear Hawthorn Family,

As you are aware, we have added numerous additional measures in our community over the past few weeks in response to the COVID-19 pandemic. We understand the impact this is having on your daily life, and we hope that you know every change made was weighed thoroughly and introduced with the best interests of our residents and staff in mind. With that said, there are two areas that we specifically wanted to mention in this update that affect all communities. At the end of this update, there are additional precautionary measures for our assisted living and memory care communities as it relates to visitors.

The first relates to resident key cards and exterior doors. Last week, we announced updates to our visitor protocols. While looking at the entire visitor process, we have decided to go further and lock all outside doors except the main entrance, which will be open between the hours of 9:00am and 5:30pm every day. The maintenance team is currently coding the doors, but we wanted to give you a heads up of this important change. Please keep in mind that should you choose to leave the community from any door, the only way back in is through the main door. The main entrance door will still respond to your community key card. Visitors, we continue to ask that you do not come to our community if you're ill, have been ill, have been exposed to someone that is sick, or think for any reason you may be a risk to the safety of our residents. All visitors must check in when they enter the community, hastily make their way to their loved one's apartment, and may not congregate in or utilize any common areas. 

The second update affects our community dining process. Many states are implementing limits on the number of people in one space. The CDC is currently recommending limiting “in-person” gatherings. Some states have set limits far below what the CDC has recommended and we are responding appropriately to those changes at a local level. This means the normal meal service (and activity programming) at our community will be adjusted per guidance from the government and in our residents' best interest. Specifics will be provided by the community manager and executive chef, but we wanted you to be aware that we are implementing these changes.

To further protect our most vulnerable residents in assisted living and memory care, we are temporarily restricting visitation to "essential" visitors only until such time as our local health authorities deem visits safe. An "essential visitor" is friends or family entering the community during an end of life situation. These visitors must undergo screening for fever and/or respiratory symptoms. Visitors may be required to wear protective equipment (including a mask), have their temperature taken, and perform hand hygiene. Only one visitor will be permitted at a time. Essential visitors will be required to restrict their stay to the identified resident's apartment and may not use common areas or any rooms or space outside of the resident's apartment.

All visitors must check in prior to entering the community.

On behalf of our entire family, we would like to thank you again for your patience as we continue to work through this process.

3.14.20 11:30am PST

Dear Hawthorn Family,

Part of our ongoing commitment is to keep you updated with any changes to our COVID-19 prevention procedures. As you are aware, the US President declared a national state of emergency due to COVID-19​. In order to best protect our residents and staff, Hawthorn will be implementing additional preventative measures for each community.

What are the additional prevention measures being implemented?

  • Entry to the facility will be limited only to essential folks such as:
    • Facility employees, outside medical personnel, some vendors, and staff necessary to provide care and services
    • Resident families and loved ones
      • We will be asking you if you would like to have any visitors at this time
        • If you want visitors, we will need to know their names
      • Remember, webcams are available in the PC room for video chats with loved ones!
    • Individuals who have respiratory symptoms or potential COVID-19​ exposure will be restricted from the community, this includes international travel in the last 14 days to countries with sustained community transmission
  • Visiting hours will be limited to 9:00am-6:30pm
    • Entrance doors will be secured outside these hours
    • Residents will still be able to ring the doorbell or use their key to enter
    • Visitors will be requested to sign in and verify they do not have COVID-19​ symptoms
      • Visitor badges will be given to folks who have signed in
    • Visitors must limit movement within the facility to the resident’s room, limit surfaces touched, limit physical contact with residents
    • Visitors are not allowed in common areas (dining room, activity room, library, gym, etc.)
  • Activities that go to the community or other public places will be temporarily canceled
    • This does NOT apply for medical appointments
  • Outside entertainment will be temporarily restricted
    • Your activity coordinator is working with Hawthorn to develop some fun activities we can do inside the community!
  • Communal food items should be individually wrapped (i.e. muffins, apples, pastries, etc.)
  • Vendors will be required to drop off deliveries outside the community
  • Prior to their shift, staff must attest to having no symptoms of COVID-19​

Our goal was to keep normal functions in our communities, we apologize in advance for any inconvenience you experience. We will return to normal functioning as soon as possible.

Rest assured, the Hawthorn team has been, and will continue to, monitor developments. Our primary goal is to keep you informed, safe, and healthy. We know that these measures may disrupt the normal exceptional level of service you have come to expect from Hawthorn; but during these unprecedented times, we put your health and safety above all else.

Should you have any questions or concerns, please contact our Resident Relations Department at 1.866.267.8218.

Thank you for being a valued member of the Hawthorn Family and for your patience as we all work through this situation together.


Dear Hawthorn Family,

Caring concern is one of the foundational bricks at Hawthorn Senior Living. It is a scary time as health officials world-wide monitor the illness caused by the newly identified coronavirus (COVID-19).

Rest assured, the Hawthorn team has been, and will continue to, monitor developments. Our primary goal is to keep you informed, safe, and healthy. In order to do that, we want to share what the coronavirus COVID-19 is, and what Hawthorn is doing to prevent the spread of the virus.

Overview – What are we dealing with?

The virus, COVID-19, is a previously unidentified coronavirus. Coronaviruses are a large family of viruses and cause illness in people. Much is still being learned about COVID-19, but it is known to be spreading person-to-person. Symptoms including mild to severe respiratory illness with fever, cough, and difficulty breathing. If you are a Hawthorn resident experiencing any of these symptoms, please stay in your apartment, notify us, and seek medical care as you see fit.

What is Hawthorn Doing?

Hawthorn is using the Centers for Disease Control and Prevention (CDC) for the most up-to-date information and recommendations to prevent illness. Currently, the CDC is recommending preventative precautions. This means avoiding contact with people who are sick, staying home if you are sick, and washing your hands to name a few. A complete list is below for your reference.

We are working with our staff to keep you safe. Please understand that we are going to err on the side of caution with our staff. If folks feel ill, we have asked them to stay home.

Our goal is to keep normal functions in our communities, but certain services may be impacted. We are, and will be, doing all we can to keep you safe and healthy.

What can you do?

According to the CDC to help prevent the spread of respiratory diseases like Covid-19 you should:

  • Stay home when you are sick, except to get medical care
  • Avoid close contact with people who are sick
    • Put distance (6 feet) between yourself and other people if Covid-19 is spreading in your community.
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash
    • After sneezing or coughing, immediately wash your hands with soap and water for at least 20 seconds.
    • If soap and water is not available, use an alcohol-based hand sanitizer with at least 60% alcohol. Cover all surfaces of your hands and rub them together until they feel dry.
  • Clean and disinfect frequently touched objects and surfaces daily
    • If surfaces are dirty, clean them
  • Wash your hands often with soap and water for at least 20 seconds especially after going to the bathroom; before eating; and after blowing your nose, coughing, or sneezing
    • If soap and water is not available, use an alcohol-based hand sanitizer with at least 60% alcohol. Cover all surfaces of your hands and rub them together until they feel dry.
    • Avoid touching your eyes, nose, and mouth with unwashed hands
  • Wear a face mask if you are sick

The Hawthorn team will continue to follow any developments through the CDC and let you know if we need to make any changes. The Community Manager or Administrator will keep you updated on any specific items that may arise.

Should you have any questions or concerns, please do not hesitate to reach out to our Resident Relations Department at 1.866.267.8218.

Thank you for being a valued member of the Hawthorn Family and for your patience as we all work through this situation together.