El Paso VA Main Campus Main Campus

My experience with this facility has been deeply concerning, particularly under the leadership of Acting Director Shane Soto. EPVAHCS leadership under Shane Soto has been a consistent failure. As a 100% P&T Veteran, I endured five years of medical neglect and trauma that directly caused PTSD—yet the facility still refused to provide proper treatment. I was forced to pay out‑of‑pocket for care the VA is legally required to cover. No Veteran should ever be pushed into financial or emotional hardship because of leadership that ignores its responsibilities.

The El Paso VA Health Care System has faced long‑standing issues with consistency, communication, and basic reliability in the care it provides to Veterans. Many patients describe prolonged delays, missed or incomplete diagnoses, and a recurring pattern of having their legitimate medical concerns dismissed or minimized. Instead of feeling supported, Veterans often feel as though they must battle the system simply to receive routine care. A persistent concern is the misuse of administrative processes—ranging from inaccurate or misleading documentation to retaliatory actions taken after a Veteran raises a complaint. In some cases, VA police have been unnecessarily involved during non‑threatening medical visits, creating an atmosphere of surveillance and intimidation rather than safety. These practices leave Veterans feeling judged, targeted, or punished for advocating for their own health. Taken together, the pattern at EPVAHCS reflects a system that has repeatedly failed to prioritize the well‑being of the Veterans it serves. The consequences include preventable medical harm, significant emotional strain, and a profound erosion of trust in a facility that should be a place of care and stability. Veterans deserve a healthcare system that protects their rights, respects their dignity, and meets federal standards. The issues at this facility make clear that meaningful accountability and reform are urgently needed.

The staff at this facility demonstrated a consistent pattern of unprofessional and retaliatory conduct that severely damaged my trust in their care. My private medical information was mishandled, inaccurate and harmful entries were added to my record without justification, and any concerns I raised were met with defensiveness instead of accountability. Rather than correcting their own mistakes, certain employees escalated the situation by inventing behavioral issues, obstructing the grievance process, and creating administrative barriers that directly interfered with my access to care.

For five years, this facility dismissed a documented 50% arterial blockage in my shoulder and repeatedly treated abnormal, high blood‑pressure readings as if they were routine. Living with a rare condition and being met with indifference instead of care was exhausting and unacceptable. No patient should have to fight this hard just to be taken seriously. The issues didn’t stop at medical neglect. I also experienced inappropriate and discriminatory comments about my faith, including being told I “Couldn’t spiritually identify as Jewish.” Combined with years of contradictory information, mishandled paperwork, and a pattern of ignoring critical symptoms, it became clear that this place struggles with both professionalism and basic respect. After everything I went through, I would not recommend this facility to anyone. When an organization chooses to ignore serious health concerns, dismiss patient identity, and hide behind polished public reviews instead of addressing real problems, trust is impossible. My experience reflects a system that needs accountability, not more excuses. They even retaliate against you and continue to violate your civil rights when you exercise your 1st amendment right of sharing your "critical" frustrations of Federal Employees. If words hurt, these people should see how much of their own medical negligence hurts, it debilitating and torturous.

I am excited about the various Whole Health Lifestyles programs available at the VA.

The Veterans Affairs here in El Paso, Texas has been so amazing to me for the well over 30 years. I have both worked at the VA and I also have a Primary Care Provider there as well. Both experiences have been wonderful. My doctor is Dr. Madrid and he is knowledgeable and takes the time to listen to you. I have been on numerous appointments to rule out certain medical issues on things that could be fatal if not found early. Dr. Madrid is very good at making sure you get to all of your appointments by having someone to notify you of an up coming appointment just in case you didn't get a notification letter in the mail. The nurse by the name of Jessica works with Dr. Madrid and she is very knowledgeable. She is very polite, and always greet you by your name and is concerned about your well being. I refer to them as the Dynamic Duo. They work well in concert with one another. The two of them make each appointment a professional and pleasant experience. Even when the news may not be what you want to hear, Jessica and Dr. Madrid will give you the news in a way that you can accept it. They will answer all questions so that you understand what's happening to your body and what procedures will be necessary to bring about a desired outcome. Dr Madrid and nurse Jessica makes a good team and I trust them both with my health.

Getting thorough to transportation is horrible.

The leadership at the El Paso VA is horrible. They are slow to act and really do not care about veterans. Example is the Westside Clinic. It shouldn't take months to fix a water leak, causing veterans to travel farther for services.