Frequently Asked Questions

Visiting hours

Our facility is open 24 hours a day and 7 days a week. To protect the privacy of our residents, we recommend visiting our facility from 11 am – 8 pm.  After 8 pm, our doors remain locked as most residents are asleep. For after-hours visitation, please call in advance for access.

Admission Office

Our Admissions Team is available all day and every day for new referrals, daily tours, and admissions.

Personal Effects

For the safety of your valuables, we do not recommend bringing money or personal items such as jewelry. We provide a very safe environment for our residents; nevertheless, we also have many visitors and vendors which enter our building each day. If you do need to bring in items of worth a safe is available in the Administration Office and we have trust account services with our Business Office — both are services are available Monday thru Friday during regular business hours.

Beauty Shop Services

Beauty Shop Services are available by appointment — please inquire with the Front Desk for a list of services and prices.

How do I find out about activities provided for the resident?

A monthly calendar is posted just outside of the lobby to keep residents informed of upcoming and monthly events.   Calendars are also posted in resident rooms.

What role does Social Services play at Mountain View?

Our social service team assists both patients and their families during transitional periods. They also provide essential information, manage requests and concerns, help in the care and discharge planning for each patient. They can arrange professional services for Dental, Vision, Podiatry, Audiology, Power of Attorney, Dementia assessment, Psychosocial and Psychiatric Evaluation, and Individual therapy.

How do I get my laundry done? Can my family members take my Laundry home to do?

During your Admission Paperwork, Mountain View Healthcare Center gives residents and their loved ones to have their laundry services provided in-house or taken home to be laundered.

All personal clothing is washed in an industrial washing machine at a temperature of 180-degrees. Make sure your loved one’s clothing is appropriate for washing and drying in these hot temperatures. Avoid bringing clothing that requires cold or warm water, special care, or is subject to damage and fading. All clothing must be labeled. Please label the clothing with the resident’s name, NOT the room number or initials. Mark clearly and in large letters on the inside neckline or waistband. All items must be marked including socks, shoes, and other personal items.

What articles of clothing should I bring?

We recommend approximately five changes of clothing and a pair of comfortable rubber-soled shoes. All articles should be washed, clearly labeled with resident’s name in permanent ink and entered into the patients’ personal inventory log in the medical chart. Other personal items should be marked or engraved for identification. We advise that patients do not keep valuable jewelry or large amounts of cash in the facility.

Is there a limit to the number of people who can visit at one time?

Although we do not have a formal policy stating visitation guidelines, we suggest using the common areas of the facility to meet with your loved one. If it is not possible to visit in one of the common areas, we suggest a limit of one to three people in a resident room at one time.

Is there any private space available to use?

Mountain View Healthcare Center offers a variety of spaces for private events or gatherings.  You may reserve the activity room, the family lounge or dining room for such occasions (birthday, holidays, meals) with courtesy of 7 days advanced notice.

Can I bring my children to visit?

We encourage children to visit, however, we ask you to alert the charge nurse to anyone visiting the facility under the age 12.

Can I bring a family pet to the facility?

We would love for your family pet to come to visit. Please remember to clean up after them and take the proper safety measures at all times. All pets are to be kept on a leash and should have all current vaccinations — a copy of current vaccinations and any other documentation should be presented to our staff for record keeping.

How often will a physician or health professional visit?

Physicians generally see patients upon admission and once every 30 days thereafter. However, our nursing professionals are in constant contact with all of the physicians that visit the facility. Some insurance companies require that physicians visit more often. Check with our nursing staff for further information.

Can I take my loved one home for a visit?

Patients may go out-on-pass only with a physician’s authorization, which can be arranged through the nursing staff and is limited to 4 hours. Upon arrival and departure, the resident or responsible party must sign the out-on-pass book, located at the nursing station.

Can my loved one receive mail?

Definitely. You may send an email through our online Greeting Card service 24/7 or by regular USPS. Mail is delivered to patients personally on a daily basis except for weekends and holidays.

Mountain View Healthcare Center
Attn:_______________ Room No._____
2530 Solace Place
Mountain View, CA 94040

Is smoking permitted in the facility?

For the safety and welfare of all patients and staff, Mountain View Healthcare Center is a non-smoking facility. There are designated smoking areas outside of the facility premises.

Where should I park, when I come to visit?

Mountain View Healthcare has designated parking spots for guests, seniors, physicians and general parking.  Should the parking lot be full, we off complimentary valet parking Monday thru Friday from 9:30 am to 3:30 pm.

Can I bring in my loved ones favorite food?

Consistent with the provision of special diets, always consult with the nursing staff before bringing food to patients. Any food kept in the resident room must be in properly sealed containers and labeled with the patients’ name and date provided.

Will my loved one have telephone and Internet access?

Each of the short term rooms come with a phone installed. Also, residents bring a cell phone. At your request, we can also help coordinate a landline with the phone company. WiFi Internet access is provided at the facility — please inquire with the front desk for the WiFi password. You can bring your own laptop or use one of ours.

Will my loved one’s room have a television?

All of the rooms come with a flat-screen TV with very basic cable.  Basic Cable is provided to all residents free of charge — for more channel offerings, please visit our Family Room and Activity Room.

What kinds of activities are planned for the patients?

Mountain View Healthcare Center has a vibrant atmosphere with dynamic, individualized activities that match the capabilities and needs of patients and their guests. We also have active resident and family councils and volunteer programs. Scheduled activities include music, fitness activities, religious meetings, outside entertainment, games, gardening, field trips/outings and volunteer involvement. If you would like to arrange something special or have suggestions and ideas for individual or group activities, please inform our activities director. We welcome and encourage involvement from family and friends.

How often will the Rehabilitation staff work with my loved one?

Our facility offers therapy 7 days a week.  Our Director of Rehabilitation can inform you of our rehabilitation program specially designed for your loved one.

Will Medicare Part A cover my stay in the facility?

Patients must have a Medicare card that reads “Hospital Insurance”. They must also be admitted to the facility with a physician order within 30 days of a three consecutive night hospital stay. Generally, for Medicare services, there needs to be a justifiable need for Skilled Nursing Services in our facility.  Medicare will pay for the first 20 days of care at 100%. For days 21-100, a daily co-insurance co-pay is required. Medicare does not cover skilled nursing services over 100 days.

Who do I talk to about my food preferences? Can I get alternate options to each day’s menu?

Upon admission, our Registered Dietitian and/or Food Service Director will interview you regarding your special needs with regards to food preferences. Our own food service personnel prepare all the meals. Special care is taken to serve flavorful and appetizing foods. All menus are developed according to prescribed medical diets ordered by the physicians.

Should you wish for another food item on a particular day’s menu, please make your CNA aware of your request. This information will be passed on to the Food Service Director and they will try their best to accommodate your needs.

Our Dietician and Food Service Director also monitor your nutritional status using monthly weights, daily intake records, and relevant lab data. The results of these assessments are discussed at your care conferences.

What do I do if I have personal concerns?

Our primary concern is that you feel comfortable here at Mountain View Healthcare Center and that your needs are being met. You should feel secure and at ease with our staff, particularly those providing your direct care. If you have any concerns or praise for our staff, please feel free to contact our social services department. They will be able to address any apprehensions you may have regarding any particular staff members.  Grievance forms are also located in front of the Social Services office and at each nursing station.

What is an Ombudsman?

An Ombudsman is an advocate for residents. They are a third party person NOT employed by the facility who comes by the facility periodically to monitor the activities of the facility. They are not able to tell the facility what to do but are able to be a voice for a resident with a concern.

Ombudsman: 408.944.0567.

Who do I talk to about questions in regard to financials, billing, and/or admission paperwork?

Mountain View employs a full-time Business Office Manager for all financial and billing concerns. Should you have any questions regarding these matters please make an appointment to see our Business Office Manager by contacting the front desk/receptionist

Additionally, should you have questions upon admission regarding the paperwork you are required to fill out, please call the front desk. You may request an appointment with our full-time admissions coordinator who will guide you through the necessary forms required on admission.

What is the difference between a CNA, LVN, and RN?

A Certified Nursing Assistant (CNA) is a health professional who works under the supervision of Registered Nurses (RN’s) and Licensed Vocational Nurses (LVN’s) to provide a wide variety of basic hands-on patient care. CNAs perform basic nursing functions such as personal care, taking vital signs, positioning patients, and ambulation.

An LVN provides basic bedside nursing care to patients under the direction of a physician or registered nurse. Duties within the scope of practice an LVN typically include but are not limited to, provision of basic hygienic and nursing care; measurement of vital signs; basic client assessment; documentation; performance of prescribed medical treatments; administration of prescribed medications; and, the performance of non-medicated intravenous therapy and blood withdrawal.

An RN’s duties may include everything a CNA and LVN carries out, in addition to administering an IV, assessment of patients, skin care, and process doctors orders. Furthermore, RN’s typically take on management positions such as the Director of Nursing, who is responsible for all nursing duties in the building.

What happens when my stay at Mountain View is over? What options do I have?

Our goal is to rehabilitate you back to your optimal level. For some patients, this allows them to go home and resume daily activities, while others may need a change in their living arrangements in order to accommodate their needs. For those that need to explore new living arrangements below are some of the options available to you:

Assisted Living
If you’re feeling ready to take the next step in your recovery, Assisted Living is a natural progression. Assisted Living centers (sometimes called Retirement Centers) provide care for seniors who are healthy enough to not require nursing or therapy but aren’t quite sure if they are ready to transition home alone. Assisted Living centers cater to seniors who want a more “homelike” environment but with the added security of someone to check up on you 24 hours a day. Services typically include medication management, a wide array of activities, transportation to doctor’s appointments and outings, furnished rooms, healthy and balanced meals, and socialization. Assisted living residences are registered, licensed or certified at the state level, usually by the department of health.

Prior to discharging home, make sure to think about the environment you will be returning to. How many steps do you have to climb? Do you have the adaptive equipment to aid in bathing? Who will be providing you with groceries and cooking? How will you get to Dr’s appointments or the pharmacy? Can you care for yourself independently? If you can answer each of these questions in the affirmative, you are probably capable of returning to home independently.

Home Health Care Services
Local agencies and associations may offer services for the senior community still living in a home setting. These services can include friendly visiting, home-delivered meals, personal home care services, senior centers, transportation, financial counseling programs, etc. It is highly recommended that you thoroughly research the vast number of Home Health companies.

Senior Housing
Senior housing is apartment or condominium properties for persons age 55 years or older. Senior housing complexes do not generally provide meals or personal care services to residents but they may offer social activities, transportation or other services. Services will vary depending on size, location, necessity, and cost.

Independent Living Communities
Independent living communities are usually large groups of senior housing units. Like senior housing, independent living communities are age- restricted and services are mostly limited, but they will vary from community to community.