Choosing a nursing home for yourself or a loved one is one of the most significant decisions a family can face. A polished brochure or a well-designed website can only tell you so much. The real picture comes from walking through the doors, talking to staff and residents, and paying close attention to what you see, hear, and smell.

This guide gives you a structured approach to nursing home tours. You will find 25 essential questions organized by category, a list of what to observe during your visit, red flags to watch for, and practical tips for getting the most honest picture of how a facility operates day to day.

If you are still comparing options or trying to understand whether residential aged care is the right step, our guide on how to choose a nursing home in Australia covers the broader decision-making process.

Why Touring Matters More Than Marketing

Nursing homes invest heavily in marketing materials, professional photography, and scripted tours. While these resources can be helpful, they present the facility at its best. A personal visit gives you information that no brochure can provide.

During a tour, you can:

  • See how staff interact with residents when they think no one is watching closely
  • Smell the environment for cleanliness or underlying odour issues
  • Observe the mood of residents and whether they appear engaged or withdrawn
  • Test the food and see meal service in action
  • Gauge response times by watching how quickly call bells are answered
  • Talk directly to residents and families about their experiences

The Aged Care Quality and Safety Commission sets eight quality standards that every residential aged care facility must meet. Knowing these standards gives you a benchmark to measure what you see during your tour.

Before You Visit: Preparation Checklist

Proper preparation makes your tour far more productive. Before you book your first visit, take these steps:

  1. Research the facility online. Check the My Aged Care website for facility details and any compliance history. Review the facility’s star ratings if available.
  2. Read the latest quality review. The Aged Care Quality and Safety Commission publishes audit results. Look for any sanctions, non-compliance notices, or conditions placed on the facility.
  3. Prepare a printed checklist. Bring a copy of the questions listed below so you can take notes during the tour.
  4. Bring a trusted companion. A second person notices things you might miss and can help debrief afterward.
  5. Plan to visit at least 3 to 5 facilities. Comparing multiple homes gives you a much clearer sense of what is standard and what stands out.
  6. Schedule visits at different times. Book one tour during the morning, one at a mealtime, and one in the afternoon to see how operations change throughout the day.

Understanding the cost structure before you visit also helps you ask better financial questions. Our nursing home costs guide breaks down the fees you should expect.

What to Observe During Your Tour

Before you even start asking questions, your senses will tell you a lot. Here is what to pay attention to as you walk through the facility.

First Impressions

The moment you walk through the front door, take note of:

  • The smell. A well-maintained facility should smell clean and neutral. A persistent urine or chemical smell suggests inadequate cleaning or understaffing.
  • The noise level. Some background noise is normal and even healthy. Complete silence can be just as concerning as constant yelling or unanswered call bells.
  • The reception area. Is it welcoming? Are you greeted promptly? A disorganized or unstaffed reception area may reflect broader management issues.
  • General cleanliness. Look at floors, walls, handrails, and common areas. Check corners and less visible spots where cleaning is often skipped.

Resident Wellbeing

The residents themselves are the most important indicators of quality care:

  • Are residents dressed appropriately for the time of day? Residents still in pyjamas at midday may suggest insufficient personal care assistance.
  • Do residents appear clean and groomed? Look at hair, nails, and clothing.
  • Are residents engaged in activities, conversations, or simply watching the world go by with apparent contentment? Or do they appear sedated, distressed, or isolated?
  • How do residents respond to staff? Warmth and familiarity between residents and carers is a strong positive sign.

Staff Behaviour

Watch staff closely, particularly when they are not aware they are being observed:

  • Do staff address residents by name? Using first names (or preferred names) shows personal connection.
  • Is the tone respectful and warm? Listen for patience, especially with residents who have cognitive decline.
  • Are staff rushing between tasks, or do they take a moment to chat and engage?
  • How many staff are visible on the floor compared to the number of residents?

Physical Environment

Take a careful look at the building and grounds:

  • Handrails and grab bars in hallways and bathrooms
  • Non-slip flooring in wet areas
  • Well-lit corridors with clear signage
  • Accessible outdoor areas with seating, shade, and safe pathways
  • Bedroom sizes and layouts, including storage space for personal belongings
  • Bathroom accessibility, including shower chairs, raised toilet seats, and emergency call buttons
  • Common areas such as lounges, dining rooms, and activity spaces

25 Essential Questions to Ask on Your Nursing Home Tour

These questions are organized into seven categories. You do not need to ask every single one on every tour, but covering each category will give you a thorough understanding of how the facility operates.

Care Quality (Questions 1 to 5)

1. How do you develop and update each resident’s individual care plan?

A quality facility creates a detailed care plan within the first few weeks of admission and reviews it regularly, at least every three months or whenever there is a significant change in health. Ask who is involved in the planning process and whether family members can participate.

2. How do you manage medications, and what is your process for medication errors?

Medication management is a critical safety issue. Ask whether a registered nurse oversees all medication administration and what happens if an error occurs. Transparent facilities will describe their incident reporting and review process openly.

3. What happens if a resident’s health deteriorates or they need hospital care?

Find out whether the facility has protocols for medical emergencies, how quickly they can arrange hospital transfers, and how they communicate changes to family members. Ask whether there is a registered nurse on site 24 hours a day, 7 days a week.

4. How do you manage residents with dementia or cognitive decline?

If your loved one has dementia or is at risk of developing it, this question is essential. Ask about secured memory care units, staff training in dementia care, and how they handle behavioural and psychological symptoms.

5. How do you handle pain management and palliative care?

End-of-life care is a sensitive but necessary topic. Ask how the facility supports residents in their final stages, whether they work with external palliative care teams, and how they involve families in these decisions.

Staffing (Questions 6 to 10)

6. What is your staff-to-resident ratio during the day, evening, and overnight?

Staffing ratios directly affect the quality of care. From October 2024, residential aged care facilities must provide a minimum of 200 care minutes per resident per day, including at least 40 minutes from a registered nurse. Ask whether the facility meets or exceeds these requirements.

7. What qualifications do your care staff hold?

Ask about the mix of registered nurses, enrolled nurses, and personal care workers. A higher proportion of qualified nursing staff generally indicates better clinical care.

8. What is your staff turnover rate?

High turnover disrupts continuity of care and relationships between staff and residents. If a facility has difficulty retaining staff, it may point to workplace culture issues, poor pay, or management problems.

9. How do you handle staff shortages or sick leave?

Every facility faces staffing challenges from time to time. What matters is how they manage it. Do they use regular agency staff who know the facility, or do they bring in unfamiliar casual workers? Are minimum staffing levels always maintained?

10. What ongoing training does your staff receive?

Ask about training in areas such as dementia care, manual handling, infection control, and elder abuse prevention. Regular training keeps staff skills current and demonstrates the facility’s commitment to quality. The Aged Care Quality Standards require providers to maintain a skilled and qualified workforce.

Meals and Nutrition (Questions 11 to 14)

11. Can I see a sample menu and taste the food?

Many facilities will let you join a meal during your tour. Take the opportunity. Look at portion sizes, presentation, and whether the food is served at an appropriate temperature. Ask to see the full weekly menu rotation.

12. How do you cater to dietary requirements, allergies, and cultural preferences?

Residents have diverse dietary needs. Ask how the facility manages diabetes-friendly diets, texture-modified meals (for swallowing difficulties), vegetarian or halal options, and any other specific requirements.

13. Are snacks and drinks available between meals?

Access to food and hydration between scheduled mealtimes is important, particularly for residents with dementia who may not eat well at set meal times. Ask where snacks are kept and whether residents can access them freely.

14. Is there a dietitian involved in meal planning?

A qualified dietitian should review menus regularly and be available to assess residents with nutritional concerns. This is especially important for residents at risk of malnutrition or unintended weight loss.

Activities and Social Life (Questions 15 to 18)

15. What activities and programs do you offer?

Ask to see the current activities schedule. Look for variety: exercise classes, music therapy, art, gardening, outings, religious services, and one-on-one activities for residents who cannot participate in group settings.

16. How do you engage residents who are less mobile or have advanced dementia?

A good activities program does not just cater to the most capable residents. Ask how they provide stimulation and social connection for those who spend most of their time in bed or in their rooms.

17. Are there opportunities for residents to go on outings or engage with the community?

Outings to parks, shops, cafes, or community events help maintain a sense of normalcy and connection to the outside world. Ask how often these happen and whether there is additional cost.

18. How do you support residents to maintain family and social connections?

Ask about visiting hours, whether there are private spaces for family visits, video call facilities, and whether the facility supports family involvement in care and activities.

Facilities and Environment (Questions 19 to 21)

19. Can I see a room that is similar to what would be available?

View the actual room your loved one would occupy if possible, not just the display room. Check the size, natural light, storage space, bathroom facilities, and whether residents can bring personal furniture and belongings.

20. What communal spaces are available?

Look at lounges, dining areas, gardens, courtyards, chapels, hairdressing salons, and any therapy or rehabilitation spaces. Well-designed communal areas encourage social interaction and physical activity.

21. What security and safety features are in place?

Ask about fire safety systems, emergency procedures, CCTV in common areas, secure entry and exit points (especially important for residents with dementia), and how they manage fall prevention.

Costs and Fees (Questions 22 to 24)

22. What are the total costs, and what is included in the basic daily fee?

Residential aged care fees can be complex. The basic daily fee covers daily living costs such as meals, laundry, and utilities. Ask for a complete breakdown of all fees, including the means-tested care fee, accommodation payments, and any additional service charges.

23. Are there any extra charges for services like hairdressing, outings, or podiatry?

Some facilities include these services in their fees while others charge separately. Get a complete list of additional charges so you can compare the true cost between facilities. Our aged care costs guide explains how these fees work in detail.

24. What happens financially if a resident’s needs change significantly?

Ask whether fees increase if a resident moves to a higher level of care, such as from low care to high care or into a memory care unit. Understanding this upfront prevents financial surprises later.

Policies and Communication (Question 25)

25. What is your complaints and feedback process?

Every facility must have a complaints process. Ask how complaints are lodged, who reviews them, what the typical response time is, and whether outcomes are communicated back to the complainant. A facility that welcomes feedback and handles complaints transparently is far more likely to deliver consistent quality care.

Red Flags to Watch For

While no facility is perfect, certain warning signs should prompt serious concern. If you notice any of the following, think carefully before proceeding:

Cleanliness and Environment

  • Persistent unpleasant odours, especially urine or faecal smells
  • Stained carpets, dirty floors, or cluttered hallways
  • Broken or poorly maintained equipment
  • Bathrooms without adequate supplies (soap, towels, toilet paper)
  • Outdoor areas that are locked, neglected, or inaccessible

Staff Behaviour

  • Staff who speak about residents in a dismissive or impersonal way
  • Residents who flinch or appear anxious around certain staff members
  • Staff who seem rushed, stressed, or disengaged
  • Unanswered call bells ringing for extended periods
  • High use of agency or temporary staff
  • Staff unable or unwilling to answer your questions

Resident Wellbeing

  • Residents who appear unkempt, unwashed, or inappropriately dressed
  • Residents left sitting in wheelchairs or beds for long periods with no interaction
  • Signs of unexplained bruising, skin tears, or pressure injuries
  • Residents who appear overly sedated
  • Limited or no evidence of activities or engagement programs

Management and Transparency

  • Reluctance to let you visit at different times or unannounced
  • Vague or evasive answers to direct questions
  • Refusal to share staffing ratios, complaint records, or quality audit results
  • Pressure to commit or sign contracts quickly
  • Poor communication with families about changes in a resident’s condition

If you want to understand the regulatory standards these facilities must meet, our guide to nursing home quality standards in Australia outlines all eight standards and what they mean in practice.

Tips for Getting an Honest Picture

Visit at Different Times

A single scheduled tour gives you a curated experience. To see the real day-to-day operations:

  • Visit during a mealtime to observe food quality, dining atmosphere, and how staff assist residents who need help eating.
  • Visit in the evening or on a weekend when staffing levels may be lower and the experience may differ from weekday tours.
  • Drop by unannounced after your initial tour to see how the facility operates when it is not expecting visitors. You are within your rights to do this.

Talk to Residents and Families

The people living in the facility and their families are the best source of honest feedback. Ask residents:

  • “Do you enjoy living here?”
  • “What is the food like?”
  • “Do staff treat you well?”
  • “Is there anything you wish was different?”

If you see family members visiting, ask them about their experience too. Most people are happy to share their honest impressions.

Trust Your Instincts

After touring multiple facilities, reflect on how each one made you feel. Did the facility feel warm and welcoming, or cold and institutional? Did staff genuinely seem to care, or were they going through the motions? Sometimes your gut feeling captures something that a checklist cannot.

Bring Your Checklist and Take Notes

Memory fades quickly, especially after visiting multiple facilities. Use the questions in this guide as a printed checklist. Write down your observations immediately after each visit, including small details that might seem minor at the time but could matter later.

Check Star Ratings and Compliance History

The Australian Government publishes star ratings for residential aged care facilities. These ratings cover four categories: residents’ experience, compliance, staffing, and quality measures. While star ratings are not the full picture, they provide a useful starting point for comparison.

Check the Aged Care Quality and Safety Commission website for any compliance notices, sanctions, or conditions placed on a facility.

Trial Stays Through Respite Care

One of the best ways to evaluate a nursing home is to experience it firsthand through a respite care stay. Government-funded residential respite care allows a person to stay in an aged care facility for up to 63 days per financial year.

Benefits of a Trial Stay

  • First-hand experience. The resident can assess whether the facility suits their needs, preferences, and personality.
  • Observe care quality over time. A stay of one to two weeks reveals far more than a single tour.
  • Test the food, activities, and social environment. Daily experience is very different from a brief tour impression.
  • Reduce anxiety about permanent placement. Familiarity with a facility makes the transition less stressful for everyone.
  • Identify issues early. If problems arise during respite, you can choose a different facility for permanent care.

How to Arrange a Respite Stay

  1. Contact My Aged Care on 1800 200 422 to arrange an assessment if you have not already had one.
  2. Receive approval for residential respite care through an ACAT (Aged Care Assessment Team) or ACE (Aged Care Eligibility) assessment.
  3. Contact your preferred facility to check availability and book a respite stay.
  4. Use the stay to evaluate everything on your checklist in a real-world setting.

We strongly recommend trying respite care at your top one or two facilities before making a permanent decision.

Creating Your Comparison Scorecard

After visiting multiple facilities, use a simple scoring system to compare them objectively:

CategoryFacility AFacility BFacility C
First impressions and cleanliness/10/10/10
Staff friendliness and competence/10/10/10
Resident wellbeing and engagement/10/10/10
Meal quality and dining experience/10/10/10
Activities and social programs/10/10/10
Room quality and facilities/10/10/10
Safety and security features/10/10/10
Transparency and communication/10/10/10
Value for money/10/10/10
Overall gut feeling/10/10/10
Total/100/100/100

Fill in this scorecard immediately after each visit while your impressions are fresh. Share it with other family members involved in the decision to get their input.

When Home Care Might Be the Better Option

Not everyone who considers a nursing home needs to move into one. Many older Australians receive high-quality care in their own homes through government-funded programs. Home care can be a better fit if:

  • The person is still relatively independent and needs help with specific tasks rather than 24-hour supervision
  • They strongly prefer to stay in familiar surroundings
  • Their care needs can be safely managed at home with professional support
  • The home environment can be modified for safety (grab rails, ramps, improved lighting)

If you are weighing up home care against residential care, or if you need support navigating the aged care system, Carevo can help. As a connection platform, we connect families with the right care providers and support services.

Call Carevo on 1800 953 253 to find the right provider for your situation. Whether you need help understanding your options, arranging assessments, or finding the right facility, Carevo connects you with trusted providers who can guide you through the process.

You can also visit carevo.com.au or explore our aged care services to browse providers and learn more about how Carevo connects older Australians and their families with quality care.

Key Takeaways

  • Tour at least 3 to 5 facilities and visit at different times of day to get an accurate picture
  • Use the 25 questions in this guide as a structured checklist during each visit
  • Watch for red flags including persistent odours, rushed staff, disengaged residents, and reluctance to answer questions
  • Talk to current residents and their families for honest, unfiltered feedback
  • Try respite care at your top choices before making a permanent decision
  • Trust your instincts alongside your checklist scores
  • Check compliance history and star ratings on the Aged Care Quality and Safety Commission website
  • Consider home care as an alternative if residential care is not yet necessary

Choosing a nursing home is not a decision you need to make alone. The right support and information can make the process less overwhelming and help you find a facility where your loved one will be safe, comfortable, and well cared for.