Before you go
The questions you ask on a facility tour matter as much as what you see. A well-presented facility with evasive answers is a warning sign.
Print this list or keep it on your phone. The goal is not to interrogate — it is to get clear, honest answers before making one of the most important decisions your family will make.
Staffing
Q
“What is the average direct care minutes per resident per day?”Q
“Do residents see the same carers regularly, or does it change frequently?”Q
“What percentage of your care staff are permanent employees vs agency staff?”Q
“Is there a registered nurse on site 24/7, or on call?”Daily life and care
Q
“How are care plans created and updated — is the resident or family involved?”Q
“What does a typical day look like for a resident here?”Q
“What activities are available, and how often?”Q
“Are meal times flexible, or are they fixed?”Q
“Can residents have personal belongings, pets, or visitors at any time?”Specialist care
Q
“Do you have a dedicated dementia or memory care unit?”Q
“How does your staff handle behavioural symptoms of dementia?”Q
“What allied health services are available on site — physio, OT, podiatry?”Q
“How do you manage palliative care for residents in the final stages of life?”Fees and contracts
Q
“What is the room price and how is it structured — RAD, DAP, or combination?”Q
“What is included in the basic fee, and what costs extra?”Q
“Are there exit fees if we decide to move to a different facility?”Q
“How much notice do we need to give to end the Resident Agreement?”Compliance and quality
Q
“Have you received any compliance notices from the Aged Care Quality and Safety Commission in the last two years?”Q
“What is your process when a resident or family member raises a complaint?”Red flags during a tour
Beyond the questions, watch for these signs during your visit:
Staff seem hurried, disengaged, or avoid eye contact with residents
Residents appear unstimulated — no activities, no conversation, fixed in front of a TV
The facility smells strongly of urine or cleaning chemicals in resident areas
Staff cannot answer basic questions about staffing ratios or care plans
You are not offered access to the memory care unit or common areas
Pressure to decide quickly or put down a deposit on the day
How WithSally helps
We shortlist facilities worth touring
We review compliance records, residents' experience scores, staffing data, and specialist capabilities before recommending a facility. You only tour places that already meet our standards — which means you can focus on feel, not fundamentals.
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