We anticipate our families to have many questions and we do understand.

Here are some of these often-asked questions:

Are you a Medicare/MediCal certified skilled nursing facility?
Yes, we are a 178 bed Medi-Care Medi-Cal certified skilled nursing facility.

Where can I find a copy of the CA Resident Handbook?
Our California Resident Handbook provides important and useful information on the services and amenities our facility provides. Download the document using the link on the right or below. We have also provided a link to download another information brochure – “Your Right to Make Decisions About Medical Treatment”.

View / Download the Covenant Care California Resident Handbook >
View / Download the “Your Right to Make Decisions About Medical Treatment” Brochure >

How do Nursing staff care for my loved one?
Licensed nurses and certified nursing assistants (CNAs) are on duty 24 hours a day, seven days a week. A licensed nurse is in charge and supervises the certified nursing assistants (CNAs) assigned to the station. Additionally the licensed nurse administers medication and treatments all the while monitoring the patient’s medical conditions for the physician. CNAs help the patient with Activities of Daily Living such as toileting, bathing, dressing and meals. CNAs also take vital signs and report the vital signs to the charge nurse. Our post acute stations will have additional licensed nurses present throughout the day such as unit managers, supervisors and treatment nurses. These nurses are good resources for patients and families. They can answer questions and can serve as a liaison to the physician, nursing and therapy staff. Our charge nurses can also answer questions, but they must limit their interaction with families because of their huge area of responsibility. We carefully plan our staffing based on patient acuity and we are careful to comply with all state and federal regulations. Our goal is to always give excellent customer service. Please let staff know how we are doing, both positive and negative feedback help us to improve.

How much therapy will I or my loved one receive?
The amount of therapy received by a patient is dependent on several factors including: physician’s approval, insurance coverage, patient’s ability to tolerate therapy, planned discharge location and level of caregiver assistance available. Patients will be discharged from therapy when they can safely transition to the next level of care or progress has ceased. Upon discharge from therapy, recommendations will be made for durable medical equipment (DME) needs. Recommendations for DME are sent to a third party for authorization, we cannot guarantee all equipment will be approved. If you need assistance acquiring equipment that is denied, please speak to a discharge planner who can give you information on where to find low cost/used items.

Who will receive information regarding changes with a patient?
Patients who are listed as their own “RESPONSIBLE PARTY” will receive notifications regarding lab results, medication changes, and information regarding their plan of care directly. Anyone wishing to be added in the patient medical record to be able to receive information must first be approved by the “RESPONSIBLE PARTY” that is listed on record.

Who does the patient’s laundry? How much clothing should be provided?
The facility will do resident laundry unless otherwise notified by family and responsible parties. Please inform nursing if you plan to take the laundry out and do it yourself. If the family will be doing the laundry they must supply a covered hamper or pail that must be picked up at least twice weekly. PLEASE LABEL ALL ITEMS WITH RESIDENT’S FULL NAME REGARDLESS IF FAMILY IS DOING LAUNDRY OR NOT. (No room numbers please). We would like families to provide at least seven days of clothing including 2-3 warm sweaters, shoes, and a robe if possible. Clothing should be comfortable and easy to put on and take off. Please use a permanent marker to put the patient’s name on each article of clothing.

What are the visiting hours?
10 a.m. to 8 p.m. We understand that most of us work and have difficulty visiting during the daytime. We ask that families use their best judgment in regard to the length of stay per visit and the time of the visit. We encourage family and friends to visit as often as you wish. The facility has living room areas that are comfortable and relaxing for visitors. Afternoons and evening are popular visiting times. Children are always welcome and there is no age limit to visitors. It is always important to be sensitive to other residents when visiting the facility. We ask when visiting patients in their room to limit the amount of visitors to 1-2 visitors at a time and to be sensitive to noise level out of respect for the roommates.

Is there a hairdresser available?
Yes. The hair salon is open Tuesday & Thursday 11:30a – 7p. Our hairdresser will see both male and female residents by appointment. Please see the receptionist to find out how to make an appointment for your family member (or friend).

How often does the doctor see the resident?
Physicians are contacted at the time of admission for medication orders, dietary requirements, and other considerations, and will visit patients shortly after admission. Pacific Gardens features a “High Medical Presence Model” which means we have a Physician available at our facility 7 days a week. Our “High Medical Presence Model” allow our post acute rehab patients to receive a Physician visit daily for their first five days upon admission and as needed after. Physicians make a monthly visit for long-term care patients, and a physician is available 24-hours per day. The Medical Director is also on call 24-hours a day, 7 days a week, in case immediate physician assistance is required, or a resident’s own physician is unavailable.

What if the patient needs a consultation for other services?
We contract with many ancillary service providers including (but not limited to) the following:

  • Audiology
  • Psychology
  • Dentistry
  • Orthotics & Prosthetics
  • Podiatry
  • X-ray services
  • Optometry
  • Opthamology
  • Dermatology

Who do I contact regarding insurance and billing questions?
Our business office manager should be able to help you with most of your questions and concerns. If you have a HMO, you can discuss any concerns with the case manager assigned to the patients.

Who do I see if I have dietary concerns?
We have a dietary supervisor that is available to discuss patient preferences and needs with the patient and/or family. We also have a registered dietitian that monitors each patient’s dietary requirements, weight gain and/or loss, etc.. In addition, our speech therapist is available to discuss special concerns due to a patient’s inability to swallow safely. We ask family members to please do not bring in food from home unless the charge nurse has indicated that it is alright to do so.

Can food be brought in from outside of the facility?
The nursing staff records all food intakes and nursing must be notified when food has been brought in to record intake appropriately. In addition notifying nursing staff will allow them to make you aware of residents with swallowing difficulties and those who are on restricted liquids. Food may be brought in for residents but must meet dietary restrictions. Make sure to bring all foods in a covered container. Perishable foods will be disposed of if left overnight.

Who will make transportation arrangements for patients who have appointments outside Pacific Gardens?
Customer Service makes all transportation arrangements.

What types of activities do you provide?
We post a monthly calendar which shows each day’s schedule of activities for our residents. These activities include (but are not limited to) the following: Speakers, Physical Fitness, The Daily News, Church Services, Bingo, and Movies.

May I take a patient out of the facility?
Yes, but only if there is a written physician’s order. Medicare part “A” patients may be too ill to leave the building with the exception of doctor’s visits or tests scheduled at an acute skilled nursing facility. Other patients need to be signed out by the responsible party at the nurse’s station.

Which languages are spoken in the facility?
In addition to English, we have speakers of multiple Filipino dialects, as well as Spanish, Punjabi and Dutch. In the case of less common languages, We ask family members to help us develop a word bank in the patient’s native language to provide a communication system. We also are in contact with community resources that assist us with establishing communication. Sometimes we use pictures for our nursing staff in understanding how to meet patient needs.

May we bring family pets in to visit?
This is usually not a problem, but please check with the receptionist first.