COVID-19 Policies & Procedures

For Activities and Services at The Highlands at Pittsford

Updated: May 15, 2020

We strictly adhere to the mandates established by the New York State Department of Health and all internal policies that we have implemented for cottage and apartment life at The Highlands. These policies are summarized below.

Activities / Services

Policies / Procedures

Access to Hahnemann Square

No Visitor Policy Remains in Effect

  • Hahnemann Square main entrance is unlocked on weekdays from 8:00 a.m. to 8:00 p.m.; weekends 9:00 a.m. to 8:00 p.m.
  • At all other times, the doors will be locked and non-residents will need to use the wall-mounted telephone to request admittance.
  • All non-residents are required to enter thru the main entrance & undergo screening.
  • Residents are permitted to enter/exit at key pads using their key fobs as long as they have not left the campus.
  • All exterior doors leading from the stairwells are locked.
  • Number pad entry system at key pad entrances is deactivated.


  • All non-residents & HAP staff must participate in our screening process which includes a temperature check; this must be done at each visit.
  • Any resident leaving the campus must also have his/her temperature checked at the Hospitality Desk immediately upon return.
  • All cottage residents entering Hahnemann Square must have their temperature checked.
  • Residents who are simply taking a walk on the HAP grounds do not need to have their temperature checked upon return.
  • HAP may refuse access to any non-resident who fails a screening.
  • Effective 5/20/2020, per New York State mandate, all HAP staff will receive a COVID-19 swab test on a weekly basis.

Who needs to Quarantine?

  • Residents returning to HAP after an extended period of time away will need to quarantine inside their home for 14 days.  This includes residents leaving & returning from their summer home.
  • Management will use the Away List as a guide.
  • New residents will need to quarantine for 14 days after moving in.
  • Meals will be delivered but no other services (housekeeping, maintenance) will be provided.
  • Access to common areas is prohibited while in quarantine.

Residents leaving the Campus

  • Residents are permitted to leave the campus, however, we ask that you keep off-campus trips to a minimum & exercise extreme caution.
  • Wear a face mask in all public places, limit contact with others, and maintain a safe distance of at least 6-feet.
  • Avoid contact with frequently touched surfaces; use hand sanitizer whenever possible; wash your hands often.
  • You must have your temperature checked upon return. 

Health Caregivers

  • Health caregivers are defined as non-residents (private caregivers, family members acting as caregivers) who assist residents with activities of daily living and/or medical needs.
  • All health caregivers must be registered with Jeanette Stephens.
  • All must enter the building at the main entrance & sign in/out in the visitor’s log.
  • All are required to have their temperature checked at each visit.
  • All are required to wear a face mask at all times, even while inside your home.

Wellness Caregivers

  • Wellness caregivers are defined as non-residents (family, friends) who can help facilitate & enhance residents’ emotional well-being during this time of isolation.
  • All wellness caregivers must be preapproved by Jeanette Stephens; call Jeanette at 641-6304 to have this discussion in advance.
  • A defined schedule will be established for a once a week visit.  We ask that you keep this visit to no more than 1 hour.
  • If your wellness caregiver deviates from the schedule, he/she may be turned away.
  • Only 1 designated wellness caregiver per resident.  No exceptions.
  • Approved wellness caregiver must be 18+ years old.
  • Visits must take place in your apartment/cottage; no visits in common areas. 
  • All must enter the building at the main entrance & sign in/out in the visitor’s log.
  • All are required to have their temperature checked at each visit.
  • All are required to wear a face mask at all times, even while inside your home, and safe distance of at least 6-feet should be maintained.

Face Masks

  • Residents are not required to wear face masks when they are alone (or with their spouse) inside their home.
  • Whenever someone is in your home who does not reside with you, everyone should wear a face mask.
  • Everyone (residents, non-residents, staff) must wear a face mask when in common areas of the community including elevators & corridors.  No exceptions.
  • Everyone should be wearing a face mask when they go off-campus to public places such as Wegmans and/or in all situations where a safe distance of 6-feet cannot be maintained.
  • Face masks should be worn for all outdoor visits on the HAP campus.
  • Wear your face mask properly.  The colored side should face outwards.  The mask should cover your nose, mouth & chin.  The metal piece or stiff edge is designed to form to your nose.  No gaps on the sides.
  • Use your best judgment in determining when to replace your (disposable) face mask.  You can ask for one at the Hospitality Desk.


  • All dining venues are closed until further notice.
  • All meals (your choice of lunch, dinner, or both) are delivered to your home.  Abbreviated menus are provided.
  • Meal deliveries are no-contact; HAP staff will ring your doorbell and leave your delivery bag outside your door.
  • HAP staff will call each day between 9:00 & 11:00 a.m. to take your order.
  • If you miss this call, you can call Dining at 641-6374 to place your order.
  • Lunch: 1 delivery time only starting at 12:30 p.m.
  • Dinner: 2 delivery times; choose between 4:30 and 6:00 p.m.
  • Your dining service package, based on our meal points system, still applies.
  • Meals are not permitted for non-residents.
  • For additional meals beyond your dining service package, you can purchase Dining Gift Cards at the Hospitality Desk.  10 meal points/$70.

Maintenance Housekeeping

  • Continue to place your Work Orders by calling the Hospitality Desk or entering it on the Resident Portal.
  • There are no changes to housekeeping services at this time.
  • Any maintenance or housekeeping staff member (and/or outside technician or contractor) entering your home will wear personal protective equipment.
  • You should wear a mask & maintain a safe distance of at least 6-feet while these individuals are in your home.


  • HAP will provide essential transportation, i.e., scheduled medical appointments.
  • Transportation to non-medical appointments may be considered if deemed essential but cannot be guaranteed.
  • Call the Hospitality Desk to submit a transportation request.
  • Remember to cancel if your plans change.
  • You must get your temperature taken at time of departure & upon return.
  • You are required to wear a face mask inside HAP vehicles.

Cultural Programming

  • Daily organized group programming is currently suspended.
  • When socially distant programs are planned they will be advertised thru the in-house mail or email.
  • Zoom, a virtual group video chat platform, will be used for some socially distant programs.  For more information about Zoom & the programs offered, contact Elizabeth David or Margaret Leyden.
  • If you are looking for suggestions to stay busy in your home, contact Elizabeth or Margaret.  Crossword puzzles, art supplies, reading material & web videos are just a few of the things we can provide.

Lilac Shoppe

  • The Lilac Shoppe is closed until further notice, however, you can call the shop at 641-6329 and leave a voice message to order items.
  • Items will be delivered to your home at/around 1:30 p.m. on Wed. & Fri.
  • Items are subject to current availability at Wegmans. Keep in mind that we may not be able to honor all requests.

Club Room

  • The Club Room is open for grab-and-go breakfast items only.
  • Enjoy these items in your home.  Do not congregate in the Club Room.
  • Grab-and-go breakfast items are also available in the Hahnemann Club on Monday, Wednesday, and Friday.
  • The mobile book cart has been relocated to the Club Room.

Community Rooms

  • Most of the community rooms (Activities, Media, Meditation, Social, Woodworking Shop) are closed until further notice.
  • Jigsaw puzzles & card games are not permitted in any public spaces.

Highland Styles Beauty Salon

  • The beauty salon is closed until further notice.
  • Plans for reopening will likely coincide with phased reopening plan established by New York State.

Wellness Center

  • Exercise rooms in the Wellness Center & Hahnemann Club remain open, however, there should never be more than 2 people using the equipment at the same time.  Social distancing rules apply.
  • Wipe down equipment thoroughly with the disposable sanitary supplies provided before & after each use.
  • The pool remains open, however, there should never be more than 2 people in the pool at the same time.  Social distancing rules apply.


  • The Library remains open.  
  • Customary procedures for checking out & returning books still apply.
  • Rest assured that books are wiped down thoroughly before they are returned to the shelves.
  • Jigsaw puzzles & DVDs can also be borrowed here.

Guest Apartments

  • The 2 guest apartments are currently not available for reservations.

Information Technology

  • Crystal & Jeremy are available to assist with some of your technology needs in your home.  Call 641-6308 (Crystal) or 641-6309 (Jeremy) to schedule an appointment.
  • HAP staff is available to help you with video calls (i.e., Zoom, Skype, FaceTime) upon request.


  • You can continue to pick up your U.S. Mail from your locked box as usual.
  • The in-house mailroom is closed until further notice.
  • HAP staff is delivering all in-house mail to the shelf outside the apartment doors.  In-house mail for cottages will be delivered to info-tubes as usual.
  • If you have mail for your HAP neighbor, bring it to the Hospitality Desk and a staff member will deliver it for you, or simply place it on the shelf outside the recipient’s apartment door.

Newspapers & Packages

  • Newspapers (personal subscriptions) will be delivered to the shelf outside your apartment door by HAP staff.
  • HAP staff will deliver all packages.


  • HAP staff will not deliver medications to your home.  You (or your caregiver) must pick up & sign for all prescriptions at the Hospitality Desk.

Check Cashing

  • If you need to cash a check, come to the Hospitality Desk; someone from our Business Office would be happy to provide this service.

Personal Safety System

  • There are no changes in regard to the use of your personal safety system.
  • Push your pendant for all health call emergencies and HAP staff will respond.

Blood Draws

  • UR Medicine Labs are still providing onsite blood draw services for residents on Tues. mornings in the Wellness Center beginning at 7:30 a.m.


  • Onsite foot care is still provided by Dr. Ronald Gmerek in the Wellness Center.  Call Pam Pierri at 641-6340 to schedule an appointment.

Physician’s Office

  • Dr. Howd is not seeing patients in her Laurelwood office unless it is urgent.  Patients should call her main office at 276-0830 with all questions & concerns.

No Tipping Policy

  • You are reminded of HAP’s strict no tipping policy.
  • The employee appreciation fund is the most appropriate way for you to show appreciation for the excellent service you receive.

Scroll to Top