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Nursing HomeMedicaid

Westborough Healthcare

Meets baseline Medicare standards with room for improvement. A tour and talking to current residents' families is the best next step.

8 Colonial Drive, Westborough · Westborough, MA 01581117 bedsLicensed & Active
3/5
Medicare
Inspection
Quality
Staffing
Google rating
2.5/5

based on 33 Google reviews

5
4
3
2
1
Westborough Healthcare Nursing Home in Westborough, MA — Street View
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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 details
Food5.0Staff2.0Clean2.0Activities8.0Meds1.0Memory2.0Comms2.0Value1.0

Strengths

  • 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

234'16(1)'20(1)'22(12)'24(7)'26(1)

Distribution · 36 analyzed

5
12
4
2
3
0
2
1
1
21

How They Respond to Reviews

0%response rate

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.

Memory care family member · 2021☆☆☆☆

At Westborough Healthcare that person is CANDY. She is patient, understanding, great interpersonal skills and simply a joy to deal with.

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

I am very impressed by the new leadership who has shared passion, care and commitment to turn things around for the better.

Long-term resident's family · 2024★★★★★
Source: 33 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.65hrs
86%
Registered nurses for medical care
Total Nursing
3.52hrs
86%
All nurses + aides combined
Staff Turnover
42%
Lower is better (< 30% = good)
RN Turnover
33%
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
2/ 5
Better Than Avg

8

measures

Worse Than Avg

9

measures

Long-Stay Residents
😔

Residents with depression symptoms

↓ Lower is better
This Facility67.6%
Worse than Avg
Here
67.6%
US
12.1%
MA
13.7%
Worcester
12.1%

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

💊

Residents on antipsychotic medication

↓ Lower is better
This Facility37.1%
Worse than Avg
Here
37.1%
US
15.4%
MA
21.3%
Worcester
21.3%
🚶

Residents whose walking got worse

↓ Lower is better
This Facility5.6%
Better than Avg
Here
5.6%
US
15.3%
MA
16.4%
Worcester
16.9%
🛏️

Residents needing more daily help over time

↓ Lower is better
This Facility9.3%
Better than Avg
Here
9.3%
US
14.4%
MA
16.9%
Worcester
17.0%
💊

Residents on anti-anxiety or sleep medication

↓ Lower is better
This Facility25.8%
Worse than Avg
Here
25.8%
US
19.5%
MA
19.4%
Worcester
20.8%
🚿

Residents whose bladder or bowel control got worse

↓ Lower is better
This Facility17.0%
Better than Avg
Here
17.0%
US
19.4%
MA
21.4%
Worcester
22.6%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility42.6%
Worse than Avg
Here
42.6%
US
81.8%
MA
77.6%
Worcester
80.9%
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility62.0%
Worse than Avg
Here
62.0%
US
79.7%
MA
77.7%
Worcester
81.5%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility2.4%
Worse than Avg
Here
2.4%
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

6deficiencies
1penalties
Near state avg (8.9)
3 complaint-triggered
$28,772 in fines

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, 2026Routine
6
0812Potential for harm · PatternCorrected

Nutrition and Dietary Deficiencies

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

0880Potential for harm · PatternCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0558Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Reasonably accommodate the needs and preferences of each resident.

0605Potential for harm · IsolatedCorrected

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.

0679Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide activities to meet all resident's needs.

0761Potential for harm · IsolatedCorrected

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, 2025Complaint
1
0842Potential for harm · IsolatedResolved (past non-compliance)

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, 2024Routine
23
0041Potential for harm · WidespreadCorrected

Emergency Preparedness Deficiencies

Implement emergency and standby power systems.

0311Potential for harm · WidespreadCorrected

Smoke Deficiencies

Have an enclosure around a vertical opening shaft.

0345Potential for harm · WidespreadCorrected

Smoke Deficiencies

Have approved installation, maintenance and testing program for fire alarm systems.

0353Potential for harm · WidespreadCorrected

Smoke Deficiencies

Inspect, test, and maintain automatic sprinkler systems.

0918Potential for harm · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

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

0622Potential for harm · PatternCorrected

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.

0625Potential for harm · PatternCorrected

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.

0695Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

Provide safe and appropriate respiratory care for a resident when needed.

0732Potential for harm · PatternCorrected

Nursing and Physician Services Deficiencies

Post nurse staffing information every day.

0812Potential for harm · PatternCorrected

Nutrition and Dietary Deficiencies

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

0583Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Keep residents' personal and medical records private and confidential.

0584Potential for harm · IsolatedCorrected

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.

0644Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Coordinate assessments with the pre-admission screening and resident review program; and referring for services as needed.

0645Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

PASARR screening for Mental disorders or Intellectual Disabilities

0658Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

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

0677Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide care and assistance to perform activities of daily living for any resident who is unable.

0689Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.

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.

0726Potential for harm · IsolatedCorrected

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.

0755Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.

0759Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

Ensure medication error rates are not 5 percent or greater.

0006Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Conduct risk assessment and an All-Hazards approach.

0363Potential for harm · IsolatedCorrected

Smoke Deficiencies

Install corridor and hallway doors that block smoke.

Sep 25, 2024Complaint
1
0561Potential for harm · IsolatedCorrected

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, 2023Complaint
1
0607Potential for harm · IsolatedCorrected

Freedom from Abuse, Neglect, and Exploitation Deficiencies

Develop and implement policies and procedures to prevent abuse, neglect, and theft.

Aug 2, 2023Routine
7
0578Actual harm · IsolatedCorrected

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.

0689Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.

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.

0677Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide care and assistance to perform activities of daily living for any resident who is unable.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate treatment and care according to orders, resident’s preferences and goals.

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.

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.

Federal Penalties

Fine

Aug 2, 2023

$8,648

Ownership & Operations

Who Operates This Facility

Owner / Operator

Westborough Healthcare

Organization Type

for profit

Chain Affiliation

Chain Name

Next Step Healthcare

Chain Size

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

Dell'anno, DamianOfficer / DirectorStephan, WilliamOfficer / DirectorNext Step Healthcare LLCManagerGovoni, RichardManagerMalik, FaisalManager
Source: Medicare provider data

Contact

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References & Resources

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