This place is just terrible, a lot of negligence happens in this place. I would not recommend it to…read moreanyone. No one cares and the doctors that come here are as bad. They will bill you even when your love one is at the hospital because of their negligence. They loose your love ones clothes even when you mark them as directed. Just avoid this place

This place is horrible! The nurses don't know what they're doing and they all cover for each other…read more Our loved one has having a horrific time there. They passed away there too. Oh, but the nurses didn't know why. They were baffled. They hardly checked up on them and they were baffled? It felt as if we were dealing with nurses barely in nursing school or a trade school. This play is not recommended. Your loved one may not make it out of there alive.

This facility appears to prioritize money over quality care. I had my father there for only a few…read moredays before transferring him out as soon as possible. To begin with, the morning receptionist was rarely at her desk and was consistently rude on the phone--when she answered at all. On multiple occasions, I was either hung up on or placed on hold without any greeting. I also had to wait outside in the cold for over 15 minutes until someone from the kitchen finally opened the door. There is also an afternoon nurse named Lourdes who was disrespectful toward both families and residents. I observed her frequently on her phone at the nurses' station while call lights were going unanswered. Additionally, I witnessed a member of HR speaking to employees in a very condescending and unprofessional manner in the hallway. I was informed that this individual is training for an administrator role, which is concerning given the level of professionalism demonstrated. I also found their appearance and attire to be inappropriate for a healthcare setting. That said, I do want to acknowledge that some of the afternoon staff were excellent. They appeared to work well together and demonstrated a strong sense of teamwork, which I appreciated. I also question the accuracy of the five-star reviews, as my experience was completely inconsistent with them. When concerns are raised, you are directed to customer service, but the issues do not appear to be addressed. I also noticed visible structural issues in the building that raised serious concerns about safety and maintenance. Given the seriousness of these concerns and the lack of meaningful response, I am considering bringing this matter to local news stations to raise awareness and ensure accountability. Overall, this was a very disappointing experience, and I would not recommend this facility to anyone seeking quality care for a loved one.

don't usually write reviews, but what I experienced at this nursing home was honestly upsetting…read moreenough that I feel obligated to warn others. If you're considering placing a loved one here, please take the time to look elsewhere. From the moment we arrived, something felt off. The facility itself looked neglected -- not just "a bit worn," but genuinely poorly maintained. There was a lingering smell in the hallways that never seemed to go away, and cleanliness did not appear to be a priority. Floors were dirty, common areas were cluttered, and residents often looked like they hadn't been properly cared for. What bothered me most, though, was the staff. While a few individuals seemed kind, the overall attitude was inattentive and, at times, outright dismissive. Simple requests took forever to be addressed, if they were addressed at all. It often felt like residents were being treated as inconveniences rather than people who deserve dignity and care. I witnessed call buttons going unanswered for long periods, which is completely unacceptable in a place that's supposed to provide medical support. Communication was another major issue. Trying to get updates or clear answers about care plans was frustrating and often led nowhere. Staff members would give conflicting information, and it never felt like anyone was truly accountable. It created a sense of uncertainty and anxiety that no family should have to deal with. And on top of it all I bring my kids in the mornings before they go to school or on the weekends so they can see their grandparent and yet they refused to let my kids in because of how rude and loud they were being but all was false and they are good kids I even watched them and yet got a warning for it

Does not pay its suppliers for the products provide. Next to impossible to contact anyone in…read moreAccounts Payable directly. What does that imply about their operations?

CenterWell Home Health Agency is the best agency in El Paso. From the first contact with Leo -…read moreLiaison to the discharge nurse!!!! My father rehab was a success, and the overhall support my mother received shows how the agency goes above and beyond. Highly recommended for all post surgical needs. Thank you!!!

Buyer beware!!... if you decide to house your loved one at this facility... Early September 2023,…read moreMom was verbally abused and mocked by a staff member early after midnight. She was also left without her oxygen tubing for 1 hr and 17 minutes. Three staff members were around her and they never had the decency to place the oxygen back on Mom. These staff were indifferent with Mom. All this was captured on Moms video camera in her room. Forgot to mention Mom is 90 yrs old, has dementia and totally dependent on staff to care for her daily needs....oh and don't count on corporate management to help with your loved-one concerns. Corporate doesn't care either.

Amazing staff!!! RN by the name is Teresa is an asset to Highlands she is so professional…read moreunderstanding and so friendly! RN by the name Leo so understanding in my husbands time of need. Occupational therapist Mario, Eric Physical therapy and Ivonne speech therapy. Dr Shahabi And Adriana case manager. Can't say how much I appreciate the care the staff gave to my husband. So highly recommend this facility. Level of service is a 10!

Highlands was the death of my poor mom. She had just been diagnosed with multiple myeloma, a blood…read morecancer. And so umc sent her to highlands. She was there one night and the next day when we went to see her she was balling her eyes out because the CNA and nurse were called by my mom, and for over 45 minutes no one came in to help her use the restroom. Unfortunately my mom had to go so bad and had no strength in her legs to take herself to the restroom and had to go in the bed. 45 minutes is ridiculous. And not okay. What if it was something more severe than going restroom? Well sure enough it was a daily thing for my mom to get her pain medication NEVER on time. And the cancer she had was very painful on her bones. She would cry and shake because the pain was so bad and the nurses would always come late. Then they would walk in like as if nothing is wrong. Me and my family would advocate for my mom and we would call the nurses 15-30 minutes prior to her pain meds being due and they'd say "okay we will bring them right now" and they would STILL be late. But this is not the worst part of Highlands and their staff and especially Dr. Rao.... My mom was sentenced to two weeks there. But everyday we saw my mom getting sicker and she would hallucinate and fall asleep mid conversation. And we would ask the nurses and doctor why but they never cared to get to the bottom of it. The doctor would just come in for a minute or sometimes two and never do ANYTHING to help my mom with her pain, her hallucinations, her weakness and much less her cancer. We understand that Dr Rao was not an oncologist but he could've ordered blood tests to see why my mom was hallucinating and feeling weak and not being able to stay awake. But he never did and sure enough the day my mom was to be discharged they took a lab, (probably cause they had to in order to discharge her) and they got the results that my mom had EXTREMELY high levels of ammonia in her blood and also EXTREMELY high levels of calcium in her blood. THE WHOLE TIME!! And this was the cause to all of our concerns and should have been managed! But no one ever did ANYTHING prior, they just nodded their head when we told them out concerns, and did nothing! So the day they found out they told us "oh okay yeah your mom has high ammonia and calcium we need to send her to the the ER" real nonchalantly like if they didn't just mess up big time and waste my moms precious time and damage her kidney and liver due to their lack of care and attention. Those two weeks did nothing for my mom they just made her worse. The doctor and nurses did not care. Ans that was so apparent but they assured us she in good care. Also their visitation policy also is absolutely horrible. Do not take your loved one here. I truly hate Highlands "hospital".... This place only cares about money and not the care of their patient by no means.

Hospice El Paso interviewed my sister regarding her health needs and their service. The initial…read moreappointment went well. Abby, administrator, should have been a used car salesman. She was on time, a lot of talk, and during her presentation made a lot of promises. These promises included: 7/24 care, 7/24 immediate contact, 7/24 availability, 7/24 immediate access to Hospice El Paso professionals, 7/24 immediate access to a nurse and doctor, and 7/24 access to any medical needs. During her presentation I stopped Abby several times and questioned her regarding all the promises she was making. She, again, promised that everything she had stated was accurate, and added that all calls were recorded and reviewed. All issues we may have during their service would be reviewed and answered by Hospice upper management team. After signing the paperwork, I told her that my sister needed an air mattress, due to bed sores. She promised that one would be delivered that evening. This was NOT delivered. Brenda, a nurse, came the next day to check on my sister. After her evaluation and the fact that my sister had issues keeping anything down. Brenda suggested that we move her to the Hospice Hospital so they could get in control of her eating habits, and then she could return home after this was corrected. We agreed and again I mentioned the air mattress. She promised they would have one ready for her at the hospital. The next day and in route my sister was talking, telling the ambulance crew to be careful. When I got to the hospital and saw her, I was shocked. I immediately called the nurse and asked her what had happened and what had been done or given to her. My sister lay in the bed, completely out and incoherent. The nurse told me I would have to check with the doctor. I said fine and asked when he would be there. She told me that she would check and get back with me. I asked about the air mattress, and again she said she would check. It was a long night. After numerous calls to Hospice main number, no one answered the phone. Calls to Abby the Administrator, did not pick up calls or respond to messages, and same response to Brenda the nurse. I finally lost it at the hospice hospital and one of the nurses got Crissy Jacoba, Hospice Specialist, on the phone for me. Again, I ran into another used car salesperson. She listened to my complaints, and I asked about all the promises made. She did not say anything but would look into the issue and get back with me. I asked the nurse about my sister's health. At that time, I found out they were pumping her full of morphine. I asked again about the air mattress. Again, she was going to check into. I asked when the doctor was going to be there. Again, she would check and get back with me. I was with her until 2:30 am. During that time, I noted that NO one came in and checked on my sister. The next day I was there at 9:00 am. In a matter of minutes we had lost my sister: No medical attention or review, No treatment, No air mattress, No doctor visit, Thank Dr. Becerra, and No action / No response from Hospice El Paso. This after all the promises made. This was a horrible, horrible experience that no one should ever have to go through. Hospice El Paso should be ashamed of how: they took care of my sister, how they took advantage of the people in need, how they made promises that were not kept, and how they ignored the people they promised to take care of. These People are at the most need in their life for "Help". The Help that you promised, the Help you said would be available, and the Help you ignored and did not respond to. Shame on you!

God is pretty busy, so he made hospice workers…read more May you never need the service provided by this business but if you find yourself in a situation in which you do need them know you are in good hands. Short of God sending actual angels or his son back to Earth for another round these professionals are the best we can hope for. Our care team not only provided support and comfort for my mother but offered advice, listened to, and aided us as care givers. Lauren and Vale are absolute saints that I could not have made this journey without. The comments I have read here on this business in no way reflect the experience I had. Compassion was presented from the first phone call to the last. The team repeatedly checked in on us and ask what we needed constantly. They always strived to overachieve and wouldn't leave our home unless our needs were handled. Often also asking about our health and our emotional well-being. This process is exhausting to say the least. Don't try to wait, call in those who are called to this profession... I can't imagine anyone who hate their job stays in this line of work... it has to be a calling. Thank you team for your care, your words, and for blessing our family in a dark time. We will never forget you.

I was referred to Matrix by Regent Skilled Nursing Facility. The Physical Therapy services from…read moreMatrix were extremely inadequate. They could not or would not commit to a weekly schedule of services, so we never knew when the therapist was coming to see my mother.Their scheduling procedure consisted of "spur of the moment" calls requesting to see my mother within an hour. Additionally, there were weeks they didn't come or call at all. This business practice lead to few actual service sessions. Additionally, the therapist would ASK my 91 year old mother what she wanted to work on that day; and, if therapy was provided, it consisted of lifting her leg 20 times or raising her arms 20 times. The services were unprepared and poorly executed. When I called to complain, the agency did not resolve the situation immediately, but let the problem linger. This agency's inefficiency caused my mother's mobility to decrease significantly. We are glad to be away from them! #seniorsdeservepropercaretoo!

We have been with this agency for about 8 years now. Love the service and the staff.read more

Do not use this agency! What a benefit you have that cannot be used through these people. In a…read morematter of 8 months, I was sent one person that was so bad, she created more work than help. I was continually told, we are looking for someone, & because of Covid, we are struggling. Things eased up with Covid & still no one. The lad that appears to be in charge can't make a decision one. It all has to be addressed with his "supervisor". Terrible experience with this company.

It was very upsetting that I received no service when I was promised an appointment. They never…read morecalled. When I did call Debbie informed me that she was running 20 mins late. After 20 mins I called and no answer. 1 hour later still no call and no show. My mother who is 80 years old was very disappointed. Should be called No Show Elderly Care.

From the owner: Elite Elderly Care LLC - Providing El Paso Seniors with In home Independence, by providing…read moreassistance with activities of daily living. Our agency also provides services that assist with non medical private duty, hospice patient care, and Medicaid provider services.