An El Paso family says their mother died inside a Horizon City care home while they were stuck outside the front door, pleading to be let in.
Relatives of the woman, identified by family members as the Bajalas, say staff at Golden Angels Adult Care Home refused to allow them or a priest inside as their mother’s condition rapidly declined. They say they were desperate to pray with her and sit by her bedside during her final moments, and instead ended up waiting in the parking area, watching the clock.
The Bajala family told KVIA they rushed to Golden Angels after learning her health had worsened, but say staff repeatedly refused to let them in and kept them in the dark about her condition. According to the station, relatives reported that neither family members nor a priest were allowed inside. The family says they were left outside without clear information about what was happening as their mother’s final hours passed. KVIA reported it would update its coverage if Golden Angels or state regulators respond.
Business listings place Golden Angels Adult Care Home in Horizon City and list a local phone number, according to MapQuest. The Bajalas’ account centers on the facility entrance, where they say staff blocked them from going in and offered little detail about their mother’s status while she was dying inside.
State rules on visitation
Texas regulations require assisted-living providers to post a Residents' Bill of Rights and to guarantee residents "unrestricted communication, including personal visitation with any person of the resident's choice" at reasonable hours. That protection extends to family members and religious counselors, according to the Texas Administrative Code.
The code also bars a facility from blocking an in-person visit with a religious counselor during a public health emergency unless a federal law requires it. Those licensing standards are designed to safeguard residents' access to family contact and spiritual support, even when facilities are under strain.
Essential caregiver protections
Since 2021, Texas law has added extra layers of protection for in-person visits. Under S.B. 25, residents can appoint an "essential caregiver" who cannot be barred from in-person visitation. Another measure, S.B. 572, protects a resident's right to receive visits from a religious counselor during emergencies.
The statutes require facilities to establish procedures for essential caregivers and to accommodate religious visits, except in narrow situations, reflecting frustrations from the pandemic era, when strict lockdowns sometimes cut residents off from their loved ones. For more on how those rules were implemented, see bill-related materials and summaries from Texas Health Law.
How families can seek help
Family members who believe a facility has illegally blocked visitation can file a complaint with Texas Health and Human Services' Complaint and Incident Intake line at 1-800-458-9858 or use the state’s online complaint portal, according to consumer resources from the Texas Attorney General.
For advocacy or mediation, the Office of the State Long-Term Care Ombudsman can be reached at 1-800-252-2412 and can help families navigate complaints and residents' rights. That assistance is outlined in guidance from Texas Law Help. These agencies can investigate concerns and may help secure access or work toward a resolution.
KVIA reported that it would update its story if Golden Angels Adult Care Home or state regulators respond. The Bajala family told the station they intend to keep pushing for answers about who decided to block the visit and why.
Legal implications
If state officials confirm the family’s account, regulators could examine whether Golden Angels violated assisted-living licensing standards or residents' rights, and could require corrective action or impose penalties. Complaints to the Health and Human Services Complaint and Incident Intake line can trigger inspections or formal investigations, and the Long-Term Care Ombudsman can pursue possible resolutions on behalf of residents under state guidance.
Families who believe their loved one’s rights were violated can also contact Disability Rights Texas for legal representation and advocacy regarding long-term care issues.
