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Nursing HomeMedicaid

Highlands, the

Strong Medicare quality ratings; families often praise warm, attentive, and compassionate nursing staff. Still worth an in-person visit.

335 Nichols Road, Fitchburg, MA 01420168 bedsLicensed & Active
4/5
Medicare
Inspection
Quality
Staffing
Google rating
4.7/5

based on 346 Google reviews

5
4
3
2
1
Highlands, the Nursing Home in Fitchburg, MA — Street View
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What this means for your family

The Highlands is highly recommended for its compassionate nursing staff and clean environment, making it a strong candidate for long-term care. However, families should be proactive regarding communication during medical transitions and monitor meal quality, as these are the most frequently cited areas for improvement.

Google Reviews

Google Reviews

346 reviews on Google
The Highlands is generally well-regarded for its compassionate, attentive nursing staff and clean, welcoming environment. While many families express high satisfaction with the care provided during rehab and long-term stays, some reviewers have raised concerns regarding inconsistent food quality, occasional administrative rudeness, and lapses in patient safety or communication.

Quality Themes

Tap a score for details
Food4.0Staff9.0Clean9.0Activities8.0Meds7.0Memory8.0Comms6.0ValueN/A

Strengths

  • Warm, attentive, and compassionate nursing staff
  • Clean and well-maintained facility
  • Effective physical and occupational therapy teams
  • Welcoming and helpful reception/front-desk staff

Concerns

  • Inconsistent or poor food quality (cold, salty, incorrect orders) (mentioned by 3 reviewers)
  • Rudeness from administrative or non-nursing staff (mentioned by 3 reviewers)
  • Safety incidents or falls during rehabilitation (mentioned by 2 reviewers)

Rating Trends

Tap a year to see what changed

2344.72023(3)4.82024(76)4.82025(99)4.62026(46)

Distribution · 224 analyzed

5
187
4
27
3
4
2
1
1
5

How They Respond to Reviews

100%response rate

This facility actively engages with reviewer feedback.

Questions for Your Tour

  • 1I noticed the facility is very active in responding to online feedback; how do you use that family input to make improvements to the resident experience?
  • 2Could you walk me through the current process for meal service and how you ensure that dietary preferences and food quality meet residents' expectations?
  • 3With the recent focus on rehabilitation services, what specific protocols are in place to ensure resident safety and fall prevention during therapy sessions?
  • 4Given the CMS staffing rating, could you share how you maintain consistent care levels and support for residents throughout the different shifts?
  • 5What does a typical daily activity schedule look like for residents who are looking to stay engaged and social within the community?
  • 6How does your administrative team work to ensure that every interaction with families and residents remains warm, welcoming, and supportive?

Personalized based on this facility's data


Key Review Excerpts

The nurse supervisor , charge nurse, nurses and nursing assistants were so attentive. Asking family what his needs are, medication schedules… on top of it!!!!!

Memory care family member · 2025★★★★★

I can’t express enough how grateful I am that everyone there is just so wonderful!! It starts with the woman at the front desk, to the aids, to the nurses( especially Kathy on the 3rd floor!!!!).

Long-term resident's family · 2025★★★★★

The nurses and CNA's were so caring, compassionate and gave wonderful end of life care for my mom. I am truly grateful for that during a difficult time in our lives.

Long-term resident's family · 2025★★★★★
Source: 346 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.41hrs
55%
Registered nurses for medical care
Total Nursing
3.83hrs
93%
All nurses + aides combined
Staff Turnover
24%
Lower is better (< 30% = good)
RN Turnover
26%
Lower is better (< 30% = good)

Both RN and total nursing hours are below national benchmarks. This can mean less clinical attention per resident, so ask about their staffing plan.

Quality Measures

Quality Measures

Resident outcomes compared with national, state, and local averages · 17 measures

Medicare Rating
5/ 5
Better Than Avg

7

measures

Worse Than Avg

9

measures

Mixed Results

1

measures

Long-Stay Residents
💉

Residents vaccinated for pneumonia

↑ Higher is better
This Facility58.8%
Worse than Avg
Here
58.8%
US
93.4%
MA
92.4%
Worcester
94.1%
😔

Residents with depression symptoms

↓ Lower is better
This Facility2.0%
Better than Avg
Here
2.0%
US
12.1%
MA
13.7%
Worcester
13.4%

Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.

🚶

Residents whose walking got worse

↓ Lower is better
This Facility7.1%
Better than Avg
Here
7.1%
US
15.3%
MA
16.4%
Worcester
16.9%
🛏️

Residents needing more daily help over time

↓ Lower is better
This Facility7.6%
Better than Avg
Here
7.6%
US
14.4%
MA
16.9%
Worcester
17.0%
🚿

Residents whose bladder or bowel control got worse

↓ Lower is better
This Facility28.2%
Worse than Avg
Here
28.2%
US
19.4%
MA
21.4%
Worcester
22.3%
💊

Residents on antipsychotic medication

↓ Lower is better
This Facility15.9%
Mixed vs Avgs
Here
15.9%
US
15.5%
MA
21.3%
Worcester
21.7%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility18.3%
Worse than Avg
Here
18.3%
US
81.8%
MA
77.6%
Worcester
81.3%
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility50.4%
Worse than Avg
Here
50.4%
US
79.8%
MA
77.7%
Worcester
81.7%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility0.4%
Better than Avg
Here
0.4%
US
1.6%
MA
1.3%
Worcester
1.4%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

7deficiencies
Near state avg (8.9)

The facility shows concerning patterns with 29 deficiencies across multiple surveys, including one complaint-triggered issue from families. Recurring problems include care planning and resident assessments, infection control, and fire safety systems. While all deficiencies show correction dates, the same issues repeat across surveys, suggesting persistent challenges in maintaining standards for care planning, safety systems, and infection prevention.

Nov 25, 2025Routine
9
0321Potential for harm · WidespreadCorrected

Smoke Deficiencies

Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.

0804Potential for harm · PatternCorrected

Nutrition and Dietary Deficiencies

Ensure food and drink is palatable, attractive, and at a safe and appetizing temperature.

0880Potential for harm · PatternCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0656Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Develop and implement a complete care plan that meets all the resident's needs, with timetables and actions that can be measured.

0676Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Ensure residents do not lose the ability to perform activities of daily living unless there is a medical reason.

0690Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate care for residents who are continent or incontinent of bowel/bladder, appropriate catheter care, and appropriate care to prevent urinary tract infections.

0773Potential for harm · IsolatedCorrected

Administration Deficiencies

Provide or obtain laboratory tests/services when ordered and promptly tell the ordering practitioner of the results.

0842Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Safeguard resident-identifiable information and/or maintain medical records on each resident that are in accordance with accepted professional standards.

0031Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Provide emergency officials' contact information.

Jul 23, 2024Routine
11
0347Potential for harm · WidespreadCorrected

Smoke Deficiencies

Properly provide smoke detection systems in areas open to corridors.

0914Potential for harm · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Ensure receptacles at patient bed locations and where general anesthesia is administered, are tested after initial installation, replacement or servicing.

0918Potential for harm · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have generator or other power source capable of supplying service within 10 seconds.

0658Potential for harm · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Ensure services provided by the nursing facility meet professional standards of quality.

0656Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Develop and implement a complete care plan that meets all the resident's needs, with timetables and actions that can be measured.

0690Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate care for residents who are continent or incontinent of bowel/bladder, appropriate catheter care, and appropriate care to prevent urinary tract infections.

0812Potential for harm · IsolatedCorrected

Nutrition and Dietary Deficiencies

Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.

0883Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Develop and implement policies and procedures for flu and pneumonia vaccinations.

0041Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Implement emergency and standby power systems.

0712Potential for harm · IsolatedCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0641Minimal · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Ensure each resident receives an accurate assessment.

Mar 20, 2023Routine
8
0712Potential for harm · PatternCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0580Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Immediately tell the resident, the resident's doctor, and a family member of situations (injury/decline/room, etc.) that affect the resident.

0698Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide safe, appropriate dialysis care/services for a resident who requires such services.

0700Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Try different approaches before using a bed rail. If a bed rail is needed, the facility must (1) assess a resident for safety risk; (2) review these risks and benefits with the resident/representative; (3) get informed consent; and (4) Correctly install and maintain the bed rail.

0812Potential for harm · IsolatedCorrected

Nutrition and Dietary Deficiencies

Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.

0041Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Implement emergency and standby power systems.

0341Potential for harm · IsolatedCorrected

Smoke Deficiencies

Install a fire alarm system that can be heard throughout the facility.

0918Potential for harm · IsolatedCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have generator or other power source capable of supplying service within 10 seconds.

Ownership & Operations

Who Operates This Facility

Owner / Operator

Highlands, the

Organization Type

for profit

Chain Affiliation

Chain Name

Life Care Centers of America

Chain Size

194 facilities nationwide

Chain avg rating: 3.5/5 · Rank 94 of 194

Ownership & Management

Key personnel

Bonilla, Carlos-AndresW-2 Managing EmployeeCross, CindyOfficer / DirectorThurmond, JoanOfficer / DirectorLife Care Centers of America, INC.Manager
Source: Medicare provider data

Contact

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References & Resources

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