Nursing home neglect in El Paso: who to call and what your family can do

If you are worried about someone in an El Paso nursing home, call the local long-term care ombudsman at 915-533-0998, ext. 124. It is free and confidential. To report abuse or neglect to the state, call 800-458-9858. A legal claim generally must be filed within 2 years.

Last checked November 9, 2026 · Official sources (39)

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Road map of El Paso showing Kenworthy Street, where the state veterans home is located, and the central part of the city
El Paso's nursing home ombudsman is free: 915-533-0998, ext. 124. Map data © OpenStreetMap contributors.

Who do I call right now about an El Paso nursing home?

You are right to take your worry seriously. If someone is in immediate danger, call 911. Otherwise, these are the people to call, and you can call more than one.

WhoNumberWhat they do
Local ombudsman, AAA of Rio Grande915-533-0998, ext. 124, or 800-333-7082, ext. 124Advocates for the resident, free and confidential
State complaint line800-458-9858Takes complaints about care or treatment
Texas Abuse Hotline, listed by the county800-252-5400Takes reports of abuse, neglect or exploitation
Emergence Health Network, listed by the county915-779-1800Local crisis line for you or a family member

The local ombudsman office is at 8037 Lockheed, Suite 100. It covers El Paso and five neighboring counties. The ombudsman needs the resident's permission, or a representative's, before acting. Under Texas law, anyone with cause to believe an elder is being abused must report it.

What rights does a resident have in an El Paso nursing home?

Federal rules apply in every certified nursing home in El Paso. They give you specific things to point to when you talk with staff.

  • A nursing home resident in El Paso has the right to live free from abuse and neglect.
  • Pressure sores should not develop unless they could not be avoided.
  • A home must provide supervision and devices to prevent accidents.
  • A home must report abuse allegations within 2 hours when abuse or serious injury is involved.
  • A resident can raise a complaint without facing punishment for it.

Keep a simple journal. Note the date, what you saw and who you spoke with. Take photos of wounds if the resident agrees. You can ask for the most recent inspection report at the home, and families can ask for the full survey.

How do I get records from a nursing home in El Paso?

  1. Ask in writing. Give the date and keep a copy.
  2. The home should give you access to the records within 24 hours, not counting weekends and holidays.
  3. For copies, give 2 working days' notice.
  4. Ask for charts, care plans, medication logs and incident reports.
  5. If you are refused, tell the ombudsman at 915-533-0998, ext. 124.

Records can take time to gather, and a home may keep them for only five years where state law is silent. Asking now protects them while memories are fresh.

What if my loved one lives at the Texas State Veterans Home in El Paso?

Texas State Veterans Homes provide long-term nursing care for qualified veterans and family. The El Paso home, Ambrosio Guillen, is at 9650 Kenworthy Street. The same resident rights and the same ombudsman apply.

A claim may be different, though. A home connected to the state can raise government rules, including written notice within 6 months. Ask a lawyer who runs the home day to day and whether a private company is responsible.

What can we do if a resident has died in El Paso?

We are so sorry. There is no rush to decide anything today, but some records are easier to get soon. The county's Medical Examiner investigates sudden, unexpected or unexplained deaths.

You can reach that office at 4505 Alberta Avenue, 915-273-3403. A death certificate from the County Clerk is $21, and each extra copy is $4. Probate courts here can declare who the heirs are when there is no will.

Questions

Who is the nursing home ombudsman for El Paso?

The AAA of Rio Grande program at 915-533-0998, ext. 124. It is free and confidential.

How long does my family have to file a claim?

Generally 2 years from the act or the end of treatment, with written notice at least 60 days before suit.

Can we be forced into arbitration?

A home must not require it as a condition of admission, and you have 30 calendar days to cancel if you signed.

Who investigates complaints about a nursing home in Texas?

The state takes complaints at 800-458-9858. The ombudsman advocates for the resident.

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Sources (39)

  1. Texas HHS Long-Term Care Ombudsman Directory, checked 2026-11-09. “AAA of Rio Grande 915-533-0998 ext. 124 800-333-7082 ext. 124”
  2. Texas Long-Term Care Ombudsman, checked 2026-11-09. “Services are free, confidential and available statewide.”
  3. Texas HHS, checked 2026-11-09. “Call 800-458-9858 to report complaints about the care or treatment of someone served by a Regulatory Services provider”
  4. Texas Civ. Prac. & Rem. Code 74.251, checked 2026-11-09. “within two years from the occurrence of the breach or tort”
  5. 42 CFR 483.10, checked 2026-11-09. “within 24 hours (excluding weekends and holidays)”
  6. 42 CFR 483.70, checked 2026-11-09. “must not require any resident or his or her representative to sign an agreement for binding arbitration as a condition of admission to”
  7. 42 CFR 483.70, checked 2026-11-09. “the right to rescind the agreement within 30 calendar days of signing it”
  8. El Paso County Victim Services, checked 2026-11-09. “Texas Abuse Hotline / Dept. of Family and Protective Services phone: 800-252-5400”
  9. El Paso County Victim Services, checked 2026-11-09. “Emergence Health Network phone: 915-779-1800”
  10. Texas HHS Long-Term Care Ombudsman Directory, checked 2026-11-09. “8037 Lockheed Suite 100 El Paso, TX 79925”
  11. Texas HHS Long-Term Care Ombudsman Directory, checked 2026-11-09. “Counties served: Brewster, Culberson, El Paso, Hudspeth, Jeff Davis, and Presidio”
  12. Texas Long-Term Care Ombudsman, checked 2026-11-09. “ombudsmen only take action with the consent of the resident or their representative”
  13. Texas Health & Safety Code 260A.002, checked 2026-11-09. “shall report the abuse, neglect, or exploitation in accordance with this chapter”
  14. 42 CFR 483.12, checked 2026-11-09. “The resident has the right to be free from abuse, neglect, misappropriation of resident property, and exploitation”
  15. 42 CFR 483.25, checked 2026-11-09. “does not develop pressure ulcers unless the individual's clinical condition demonstrates that they were unavoidable”
  16. 42 CFR 483.25, checked 2026-11-09. “Each resident receives adequate supervision and assistance devices to prevent accidents.”
  17. 42 CFR 483.12, checked 2026-11-09. “not later than 2 hours after the allegation is made”
  18. 42 CFR 483.10, checked 2026-11-09. “without discrimination or reprisal and without fear of discrimination or reprisal”
  19. 42 CFR 483.10, checked 2026-11-09. “Examine the results of the most recent survey of the facility conducted by Federal or State surveyors”
  20. Medicare.gov guide, checked 2026-11-09. “You can also ask for a copy of the full survey or the last complaint investigation report.”
  21. 42 CFR 483.10, checked 2026-11-09. “upon request and 2 working days advance notice to the facility”
  22. 42 CFR 483.70, checked 2026-11-09. “Five years from the date of discharge when there is no requirement in State law”
  23. Texas General Land Office, checked 2026-11-09. “Texas State Veterans Homes provide affordable long-term nursing care”
  24. Texas General Land Office, checked 2026-11-09. “9650 Kenworthy Street El Paso, Texas 79924”
  25. Texas Civ. Prac. & Rem. Code 101.101, checked 2026-11-09. “not later than six months after the day that the incident giving rise to the claim occurred”
  26. Texas Civ. Prac. & Rem. Code 74.001, checked 2026-11-09. “(J) a nursing home”
  27. Texas Civ. Prac. & Rem. Code 74.051, checked 2026-11-09. “at least 60 days before the filing of a suit”
  28. Texas Civ. Prac. & Rem. Code 74.351, checked 2026-11-09. “not later than the 120th day after the date each defendant's original answer is filed”
  29. Texas Civ. Prac. & Rem. Code 74.301, checked 2026-11-09. “where final judgment is rendered against a single health care institution”
  30. Texas Civ. Prac. & Rem. Code 74.303, checked 2026-11-09. “the limit of civil liability for all damages, including exemplary damages, shall be limited to an amount not to exceed $500,000 for each claimant”
  31. Texas Civ. Prac. & Rem. Code 74.451, checked 2026-11-09. “UNDER TEXAS LAW, THIS AGREEMENT IS INVALID AND OF NO LEGAL EFFECT UNLESS IT IS ALSO SIGNED BY AN ATTORNEY OF YOUR OWN CHOOSING”
  32. Texas Supreme Court, Fredericksburg Care v. Perez (2015), checked 2026-11-09. “We hold that the MFA does not apply to section 74.451”
  33. El Paso County District Clerk, Civil Cases, checked 2026-11-08. “Foreclosure, Garnishment, Injury or Damage, Malpractice”
  34. El Paso County, Staff Directory: District Clerk, checked 2026-11-08. “500 E San Antonio Suite 103 El Paso, TX 79901”
  35. CMS, checked 2026-11-09. “it must be repaid to Medicare when a settlement, judgment, award, or other payment is made”
  36. El Paso County, Medical Examiner, checked 2026-11-08. “the determination of cause and manner of death in sudden, unexpected, or unexplained deaths occurring within the El Paso County”
  37. El Paso County, Medical Examiner, checked 2026-11-08. “4505 Alberta Avenue El Paso, TX 79905”
  38. El Paso County, Birth & Death Certificates, checked 2026-11-08. “Death Certificate - El Paso County $21 Additional Death Certificate $4”
  39. El Paso County, Probate Court #1, checked 2026-11-08. “declares the heirs of deceased persons who die without a will”

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