Franklin Heights Nursing and Rehab

Pros

• The staff are great, caring and amazing.
• The staff was great.
• Staff is great.
• Amazing staff, extremely helpful and very caring; they were attentive to all my family's needs.
• My mother has been a resident for two years and is being cared for very well.
• The entire staff is friendly, helpful and responsive; couldn't ask for a better group to help loved ones in times of need.
• The nurses and the staff are super courteous and keep us informed of anything new that they might need.
• The nursing staff here at Franklin Heights Nursing have gone above and beyond taking care of families; they are truly exceptional.
• The level of care provided to their mother during rehab was amazing.
• There are a few staff members that go above and beyond in their responsibility to the residents.

Cons

• The staff lied to him; people should not believe what they say.
• There was a lot of negligence toward residents.
• He was often found in soiled clothing and unattended, with his feeding tube mishandled.
• Therapies were very poor and sporadic; therapists didn't care about the patients.
• The environment was bleak, with sad rooms and no plants or visitor seating.
• Nurses and CNAs took more than 50 minutes to assist patients.
• The doctor was inattentive and tried to discharge him while he was still ill.
• Personal items were stolen by patients and staff, with only partial reimbursements offered.
• Staff frequently verbally abused patients and punished them by starving them.

Review

The collection of experiences from Franklin Heights Nursing reveals a facility that inspires a wide spectrum of feelings. For many families, the staff are the bright spot: described as great, caring, friendly, and responsive. Several reviews emphasize a welcoming, compassionate atmosphere where nurses and aides attempt to meet residents' needs with warmth. One reviewer summed it up with praise for "great, caring and amazing" staff and a "wonderful patient care" environment. Others echo that sentiment, noting that the nursing and front-line teams are "super courteous," keep families informed, and provide attentive care that makes a real difference in times of need. A few residents' families reported that their loved ones received thoughtful, high-quality care over extended periods, especially in daily routines, meals, and helps with activities of daily living.

Yet the praise sits beside a chorus of stark warnings and troubling incidents. Several accounts describe serious lapses in care that left family members alarmed and distressed. One family recounts a months-long rehabilitation stay that did not result in meaningful recovery, followed by repeated observations of neglect: a loved one left soaked with urinary leaks, a feeding tube mishandled, clothes disappearing, and a dining room observation where residents wandered semi-uncared-for while staff and nurses seemed unattentive. The reviewer details a chain of perceived failures - delayed assistance, insufficient monitoring, and a troubling absence of timely intervention - culminating in a troubling assessment that therapies were sporadic and that doctors and nurses did not stay consistently engaged with the patient's needs. In that account, dignity and prompt response appear as essential, yet repeatedly unmet, expectations.

Another review swings toward a more alarmed tone, painting Franklin Heights as a place where serious patient safety issues and neglect were experienced or witnessed by family members. Allegations include residents being left in precarious states, incidents of seizures not promptly checked, and even a perception that some patients could not be adequately supervised. The reviewer describes not just routine lapses, but systemic concerns such as long waits for assistance (sometimes 45 minutes or more), several reported thefts, and the troubling claim that some staff verbally abused residents or withheld needed care. There are references to rooms, hallways, and common areas where basic comfort and safety appeared to be compromised, and where administration is seen by the family as slow to respond to problems or unwilling to acknowledge them openly.

A separate perspective emphasizes the impact of staffing levels and management on care quality. One reviewer contends that the facility has lost important contracts and that staffing shortages contribute to neglectful conditions - implying that residents are ignored or left unattended for extended periods. The same account notes thefts and a pattern of neglect that extended beyond a one-time incident, including battles with reimbursement for losses and a sense that staff morale is strained. The tone here is urgent: without sufficient staff, families feel the care process becomes a weekly routine for workers rather than a focused commitment to each resident's well-being. The reviewer also notes that while a few staff members may strive to go above and beyond, their efforts are overwhelmed by systemic pressures, leaving many residents and families to navigate a precarious care landscape.

There are, however, instances of positive experiences that recur across some reviews. A pair of families describe long-standing care where their loved ones have thrived under attentive supervision, with regular updates, daily check-ins, and meaningful activities. One review highlights a resident who has received consistent nursing care and family communication that helps them feel connected and informed. In some cases, staff members - particular names mentioned include Danielle and Vivicilora - are singled out for kindness and for making meaningful differences in a challenging situation. Another review mentions a family's gratitude for courtesy and responsive communication from nurses and administrative staff, especially regarding daily needs and consistent care for a loved one. In these voices, Franklin Heights can offer dependable, compassionate care when staffing levels and day-to-day morale align with residents' needs.

A few reviews touch on the emotional and logistical complexities families face when a relative's health changes or a discharge becomes a matter of urgent decision. One account documents a frightening period where a patient appeared severely dehydrated and underwent a discharge decision that the family believed was unsafe, followed by an escalation to the hospital and intensive care. The reviewer frames this as an ethical and professional failure in medical decision-making, suggesting that hospital-level concerns extended into how the nursing facility coordinated with physicians and families. This narrative culminates in a difficult conclusion: while some staff do excellent work, there is a perception that administrative inertia and a lack of proactive clinical oversight can jeopardize patient safety and deteriorate trust between families and the facility.

Taken together, the reviews paint a nuanced portrait of Franklin Heights. On the one hand, there are clear testimonials to compassionate, attentive care from many staff members and to moments of genuine support for both residents and their families. On the other hand, a substantial set of accounts raises serious concerns about patient safety, staffing adequacy, timely response, and administrative accountability. The repeated themes include a need for stronger, more consistent monitoring of residents, better handling of medical and therapeutic interventions, and a more transparent, responsive approach from management. The range of experiences suggests that outcomes at Franklin Heights can vary dramatically depending on factors such as shift coverage, individual staff dedication, and the particular needs and conditions of residents at any given time. For families considering this facility, the collective message is to conduct thorough, firsthand visits, engage actively with care plans, and seek out current performance information and patient safety records to inform a well-grounded decision.

Theaters

• Cinemark (0.7 miles)

Restaurants

• Chick-Fil-A (0.9 miles)
• P.F. Chang's China Bistro (1.1 miles)
• McDonald's (1.2 miles)
• Don Carbón Sunland Park (1.3 miles)
• McDonald's (1.4 miles)
• Taco Bell (1.4 miles)
• Thyme Matters (1.5 miles)

Parks

• Crestmont Park (1.1 miles)
• Chihuahuita Park (6.8 miles)
• Parque Chamizal (7.8 miles)

Physicians

• El Paso Pediatric Associates (1.3 miles)
• Mt West Family Health Center (1.3 miles)
• Westside Family Medicine (2 miles)
• Upper Valley Urgent Care Center (2.8 miles)
• El Paso Cardiology Associates (3.4 miles)
• Rio Vista Behavioral Health Hospital (3.6 miles)
• Westside Pediatric Night Clinic (4.1 miles)

Cafes

• Starbucks (1.3 miles)
• Starbucks (2.7 miles)
• Teapioca Lounge (2.8 miles)
• Dutch Bros Coffee (3.8 miles)
• Starbucks (5 miles)
• District Coffee (6.4 miles)
• L & J Cafe (7 miles)

Pharmacies

• Walgreens (1.5 miles)
• Walgreens (1.7 miles)
• Walgreens (1.8 miles)
• Farmacias de Similares (3.9 miles)
• Walgreens (4.7 miles)
• Walgreens (6.3 miles)
• CVS Pharmacy (6.4 miles)

Hospitals

• The Hospitals of Providence Transmountain Campus (5 miles)
• Providence Memorial Hospital (5.2 miles)
• Sierra Medical Center (5.6 miles)
• Texas Tech Medical Center (8.1 miles)
• University Medical Center of El Paso (8.1 miles)
• El Paso Children's Hospital (8.1 miles)
• Nucleo Hospitalario Med (8.3 miles)

Places of Worship

• Abundant Living Faith Center (5.8 miles)

Transportation

• TSA Security Check Point (9.5 miles)
• Hertz Rent A Car (9.5 miles)
• El Paso International Airport (ELP) (9.5 miles)