Westborough Healthcare
Meets baseline Medicare standards with room for improvement. A tour and talking to current residents' families is the best next step.
based on 33 Google reviews

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What this means for your family
While recent leadership changes have brought some positive feedback, the facility has a documented history of serious neglect and staffing issues. If you consider this facility, we strongly recommend visiting unannounced during off-hours and speaking directly with current families to verify if the reported improvements in care are consistent.
Google Reviews
Google Reviews
33 reviews on Google“Westborough Healthcare faces significant, recurring allegations of patient neglect, including reports of staff failing to assist with basic hygiene, delayed responses to call lights, and poor communication regarding medical care. While some families praise specific staff members and recent leadership changes, the facility is frequently described as understaffed and unprofessional, with multiple reports of serious health complications occurring under their supervision.”
Quality Themes
Tap a score for detailsStrengths
- Helpful administrative staff (e.g., Candy)
- Engaging activities and holiday events
- Some compassionate, long-tenured nursing staff
- Recent efforts by new leadership to improve care
Concerns
- Neglect of basic hygiene and toileting needs (mentioned by 5 reviewers)
- Slow or non-existent response to call lights/emergencies (mentioned by 4 reviewers)
- Poor communication regarding medical status and appointments (mentioned by 3 reviewers)
- Unprofessional or rude staff behavior (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 36 analyzed
How They Respond to Reviews
Questions for Your Tour
- 1Given the recent focus on leadership improvements, what specific changes have been implemented to ensure staff are more responsive to call lights and urgent resident needs?
- 2I noticed that hygiene and toileting assistance is a top priority for our family; could you walk me through your facility's process for ensuring residents receive consistent, timely support with these daily tasks?
- 3We appreciate the active social calendar mentioned by others; how do you ensure that residents who may need extra encouragement are included in these holiday events and daily activities?
- 4Communication is very important to us; what is your standard protocol for updating family members on changes in medical status or upcoming appointments to ensure we are always in the loop?
- 5With the current staffing ratings, what steps are you taking to support your nursing team so that they can provide the compassionate, consistent care that our loved one needs?
- 6Could you explain your current approach to medication management and how you ensure accuracy and timeliness for residents with complex health needs?
Personalized based on this facility's data
Key Review Excerpts
“The activities girl was GREAT with him but the nurses on 'watch' just sat there in the corner on their phones the whole time.”
“At Westborough Healthcare that person is CANDY. She is patient, understanding, great interpersonal skills and simply a joy to deal with.”
“I am very impressed by the new leadership who has shared passion, care and commitment to turn things around for the better.”
Staffing
Staffing Hours
per resident/day · Medicare 2026Both 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
8
measures
9
measures
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents on antipsychotic medication
Residents whose walking got worse
Residents needing more daily help over time
Residents on anti-anxiety or sleep medication
Residents whose bladder or bowel control got worse
Short-stay residents vaccinated for pneumonia
Short-stay residents vaccinated for the flu
Short-stay residents newly given antipsychotics
US average from Medicare published data
Inspection History
Medicare Inspection History
3-year lookback · Medicare 2026
This facility has significant concerns with families filing multiple complaints resulting in federal violations, including issues with abuse prevention policies. The most recurring problems involve resident rights violations, care planning and assessment deficiencies, and medication management errors. While all deficiencies show correction dates, the pattern of repeated issues across multiple surveys—particularly medication errors appearing in both 2021 and 2024—suggests ongoing operational challenges that families should carefully consider.
Feb 25, 2026Routine6
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Resident Rights Deficiencies
Reasonably accommodate the needs and preferences of each resident.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Prevent the use of unnecessary psychotropic medications or use medications that may restrain a resident's ability to function.
Quality of Life and Care Deficiencies
Provide activities to meet all resident's needs.
Pharmacy Service Deficiencies
Ensure drugs and biologicals used in the facility are labeled in accordance with currently accepted professional principles; and all drugs and biologicals must be stored in locked compartments, separately locked, compartments for controlled drugs.
Apr 10, 2025Complaint1
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.
Nov 18, 2024Routine23
Emergency Preparedness Deficiencies
Implement emergency and standby power systems.
Smoke Deficiencies
Have an enclosure around a vertical opening shaft.
Smoke Deficiencies
Have approved installation, maintenance and testing program for fire alarm systems.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Resident Rights Deficiencies
Not transfer or discharge a resident without an adequate reason; and must provide documentation and convey specific information when a resident is transferred or discharged.
Resident Rights Deficiencies
Notify the resident or the resident’s representative in writing how long the nursing home will hold the resident’s bed in cases of transfer to a hospital or therapeutic leave.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Resident Rights Deficiencies
Keep residents' personal and medical records private and confidential.
Resident Rights Deficiencies
Honor the resident's right to a safe, clean, comfortable and homelike environment, including but not limited to receiving treatment and supports for daily living safely.
Resident Assessment and Care Planning Deficiencies
Coordinate assessments with the pre-admission screening and resident review program; and referring for services as needed.
Resident Assessment and Care Planning Deficiencies
PASARR screening for Mental disorders or Intellectual Disabilities
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
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.
Nursing and Physician Services Deficiencies
Ensure that nurses and nurse aides have the appropriate competencies to care for every resident in a way that maximizes each resident's well being.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Pharmacy Service Deficiencies
Ensure medication error rates are not 5 percent or greater.
Emergency Preparedness Deficiencies
Conduct risk assessment and an All-Hazards approach.
Smoke Deficiencies
Install corridor and hallway doors that block smoke.
Sep 25, 2024Complaint1
Resident Rights Deficiencies
Honor the resident's right to and the facility must promote and facilitate resident self-determination through support of resident choice.
Oct 19, 2023Complaint1
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Develop and implement policies and procedures to prevent abuse, neglect, and theft.
Aug 2, 2023Routine7
Resident Rights Deficiencies
Honor the resident's right to request, refuse, and/or discontinue treatment, to participate in or refuse to participate in experimental research, and to formulate an advance directive.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
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.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
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.
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.
Federal Penalties
Fine
Aug 2, 2023
$8,648
Ownership & Operations
Who Operates This Facility
Westborough Healthcare
for profit
Chain Affiliation
Next Step Healthcare
14 facilities nationwide
Chain avg rating: 1.9/5 · Rank 6 of 14
Ownership & Management
Owners
Next Step Ma Nh Gen Master Tenant,llc
Owner · Organization
Next Step Healthcare LLC
Owner (parent company) · Organization
Dell'anno, Damian
Owner (parent company)
Stephan, William
Owner (parent company)
Key personnel
Contact
Get in Touch
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References & Resources
Medicare Care Compare
Official Medicare quality ratings, inspections & staffing data
Google Maps
Photos, directions & neighborhood info
Google Reviews
33 reviews from families & visitors
Official Website
Visit nextstephc.com
Medicare data downloads
Original nursing home datasets
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