Franklin Heights Nursing and Rehab in El Paso, TX

Pros

• The staff are great, caring and amazing.
• There is a great, friendly environment and wonderful patient care.
• The staff are amazing, extremely helpful and very caring; they are attentive to residents' needs.
• The nursing staff have gone above and beyond in taking care of residents; they are truly exceptional.
• The nurses and staff are super courteous and keep families informed; they take great care of all residents.
• Franklin Heights is one of the best facilities in El Paso; highly recommended; great staff and friendly environment.
• The rehab staff are among the best in town; they address issues directly and take action.
• The staff provide compassionate, dedicated and joyful care.
• It is a loving and positive space; residents are happy and well taken care of.
• The staff are friendly, attentive, and make loved ones feel at home.

Cons

• The facility lied to patients and was not trustworthy.
• The staff neglected residents and took more than 50 minutes to assist them.
• The environment is bleak and the rooms are dirty and poorly maintained.
• There is not enough staff to care for residents properly.
• Many staff members appeared to have an "I don't care" attitude toward residents.
• The facility should be closed down due to ongoing neglect and abuse.

Review

Franklin Heights Nursing and Rehab is best suited for families who prize a warm, homey atmosphere and a clearly engaged caregiving team, with solid rehabilitation capabilities and a front-line staff that many residents and families describe as caring and responsive. It works well for seniors who want regular social activities, attentive nursing and therapy, and a facility where visiting family members can observe care in action. For short-term rehab or long-term residents whose families plan to stay involved and monitor progress, this community can deliver meaningful, person-centered care - provided the care team remains consistent and available.

However, there are clear red flags that prospective families should weigh carefully. Alternatives deserve consideration for those who prioritize unwavering safety, consistent staffing, and stringent accountability. Several reviews allege neglected patients, prolonged call-bell response times, and situations that feel unsafe or poorly supervised. Accounts range from grievances about rooms and conditions to accusations of mistreatment or inadequate medical oversight. If the family cannot regularly verify care, or if a history of staffing shortages and administrative inattention worries them, exploring other options is prudent.

On the upside, the most frequent positives center on the human side of care. Numerous families praise the staff as compassionate, patient, and genuinely engaged with residents' well-being. The rehab and nursing teams are repeatedly described as capable and attentive, with residents benefiting from structured activity programs and supportive supervision from social workers and activity coordinators. The overall tone in many positive accounts is that Franklin Heights can feel like a nurturing, involved community where residents are known and treated with kindness, and where staff strive to meet evolving needs.

The most persistent concerns, conversely, focus on consistency and safety. Reported issues include uneven staff coverage, long waits for assistance, and troubling episodes that suggest lapses in monitoring and care. Some reviews describe rooms and facilities as aging or inadequately maintained, with calls for better housekeeping, safety measures, and more stringent medication and incident handling. Allegations of theft, conflicts between residents and staff, and failures in communication with families further complicate the picture. While a number of visitors report excellent experiences, the breadth of negative anecdotes cannot be dismissed.

In weighing the pros against the cons, Franklin Heights can offset many positive expectations if the location is used as a strong rehab-focused option with proactive family involvement. The proven strengths - caring staff, meaningful activities, and accessible rehabilitation - can translate into solid short- and mid-term outcomes when staffing is stable and oversight is consistent. The critical caveat is risk tolerance: for families whose priority is ironclad reliability and transparent governance, the darker feedback suggests the need for careful due diligence and contingency planning before committing long-term.

For families moving forward, the prudent path is a thorough, multi-angle assessment. Tour the facility with a focus on cleanliness, maintenance, and what real-time staffing looks like during peak hours. Speak with frontline caregivers, the rehab team, and the social worker (noting Lilly's role from available feedback) about how care plans are developed and updated, how emergencies are handled, and how family communication is maintained. Check state inspection records, ask about staffing ratios, and request recent incident reports to gauge whether concerns have been addressed. If the goal is robust rehab with a consistently warm environment and active resident engagement, Franklin Heights can be a strong choice - yet only for families prepared to stay engaged and ready to switch if safety or attentiveness falters. If safety, predictability, and frictionless family involvement are non-negotiable, exploring other El Paso options may yield a more consistently reassuring fit.

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)