Choosing the right aged care home for a loved one is one of the most important decisions a family will ever make. An aged care facility tour is your single best opportunity to look beyond the brochure — to see the culture, feel the environment, and ask the questions that truly matter.

But most families arrive at tours underprepared, ask a handful of surface-level questions, and leave without the information they actually need. This guide gives you 25 essential questions to ask on an aged care tour — covering nursing and clinical care, food and nutrition, safety, lifestyle and activities, and fees — so you can make a confident, informed decision.

These questions are aligned with Australia’s strengthened Aged Care Quality Standards, which took full effect on 1 November 2025 under the new Aged Care Act 2024 — the most significant aged care reform in Australia’s history.

Why Your Aged Care Tour Questions Matter More Than Ever in 2026

Under the new Aged Care Act 2024, residential aged care providers in Australia are now legally required to meet 7 strengthened Aged Care Quality Standards. These standards cover everything from clinical care and medication management to food and nutrition, resident dignity, and community connection. The questions you ask on tour are now more powerful than ever — because providers are obligated to demonstrate compliance, not just promise it.

A well-prepared set of aged care tour questions also protects you from making a decision based purely on aesthetics. A freshly painted building and a scenic garden are lovely — but they tell you nothing about staffing ratios, how complaints are handled, or whether the food actually meets residents’ nutritional needs.

Sources: Productivity Commission Report on Government Services 2025; AIHW Aged Care Data Snapshot 2025.

Questions to Ask About Nursing and Clinical Care

Nursing and clinical care is the foundation of any good aged care home. Under Australia’s strengthened Quality Standards, clinical care must be safe, coordinated, and appropriate — covering medication management, health monitoring, and access to health professionals. These five questions cut straight to what matters.

1. Is there a Registered Nurse on site 24 hours a day, 7 days a week?

From 1 July 2023, Australian law requires all residential aged care homes to have a Registered Nurse (RN) on site 24/7. Any facility that cannot confirm this is operating below the legal standard. Ask specifically — not just whether an RN is “on call,” but whether one is physically present at all times.

2. What is the average staff-to-resident ratio on day, afternoon, and night shifts?

Staffing ratios directly affect the quality and timeliness of care. Ask about all three shifts — not just daytime. A home may have excellent daytime staffing but run very lean overnight, when many residents are most vulnerable. From October 2024, providers are required to meet a minimum of 215 care minutes per resident per day, including at least 44 minutes with an RN.

3. How is medication managed, and what happens if a dose is missed or an error occurs?

Medication errors are one of the leading causes of preventable hospital readmissions in aged care. A quality facility will have a clear, documented medication management protocol, regular pharmacist reviews, and a transparent process for reporting and managing any errors. A hesitant or vague answer here is a red flag.

4. How does the facility manage residents with dementia or complex behavioural needs?

For families placing a loved one with dementia, this question is non-negotiable. Ask whether staff have specific dementia care training, whether the home uses a recognised dementia care framework, and whether there are dedicated memory support areas. Ask also about the facility’s approach to behavioural and psychological symptoms of dementia (BPSD) — whether they default to medication or use non-pharmacological strategies first.

5. How quickly does the facility escalate health concerns, and what is the process for after-hours emergencies?

Ask what happens if a resident shows signs of sudden deterioration at 2am — who is contacted, what protocols are followed, and how families are notified. A facility with clear escalation pathways and rapid response protocols demonstrates genuine clinical governance.

Questions to Ask About Food and Nutrition

Under the strengthened Aged Care Quality Standards (November 2025), food, hydration, and the dining experience are now treated as a core quality area — not an optional extra. Food affects not just physical health but dignity, pleasure, and quality of life. These five questions will tell you whether a facility truly takes nutrition seriously.

6. Is there a qualified dietitian involved in menu planning?

A registered dietitian should be actively involved in designing menus that meet the nutritional needs of elderly residents — including those with swallowing difficulties (dysphagia), diabetes, renal conditions, or requiring texture-modified foods. Ask whether the dietitian visits regularly and is accessible to assess individual residents.

7. Can we see the current menu? Is it varied, seasonal, and culturally responsive?

Ask to see the actual week’s menu — not a sample one produced for marketing purposes. Look for variety across the week, inclusion of fresh produce, cultural and religious dietary options, and whether residents have meaningful input into menu choices. Facilities where residents help shape the menu consistently report higher food satisfaction scores.

8. How much does the facility spend on food per resident per day?

This is publicly reported information. Under the Aged Care Act, providers must report their expenditure on food, staffing, and care. You can check this on the My Aged Care Find a Provider tool at myagedcare.gov.au. The national average food spend varies significantly between providers — and a very low figure warrants further questioning.

9. What support is available for residents who have difficulty eating or swallowing?

Dysphagia (swallowing difficulty) is common in older adults, particularly those with dementia, stroke, or Parkinson’s disease. Ask whether a speech pathologist is available on site or on referral, whether staff are trained in dysphagia management, and whether texture-modified foods are prepared with the same care and presentation as regular meals.

10. What does the dining experience look like? Is it communal, flexible, and dignified?

Ask if you can observe a meal service during your tour. Notice whether tables are set properly, whether residents are assisted with dignity and patience, whether the atmosphere is calm and social, and whether residents appear to be enjoying their meals. The dining experience is a powerful window into a facility’s culture of care.

Questions to Ask About Safety and Security

Safety in residential aged care encompasses physical safety, medication safety, infection control, and emotional and psychological safety. These five questions address the areas most likely to directly affect your loved one’s wellbeing.

11. What is the facility’s falls prevention protocol?

Falls are the leading cause of injury-related hospitalisation in older Australians. Ask whether every resident receives an individualised falls risk assessment on admission, whether the physical environment has been designed with falls prevention in mind (non-slip flooring, adequate lighting, grab rails), and how often assessments are reviewed.

12. How does the facility manage infection prevention and control?

Post-COVID, infection control in aged care homes has become a critical quality indicator. Ask about the facility’s hand hygiene compliance rates, vaccination policies for staff and residents, isolation protocols for infectious illness, and how they communicated with families during past outbreaks.

13. What security measures are in place, particularly for residents living with dementia?

For residents with dementia who may be at risk of wandering, ask about secure areas, alarm systems, and monitoring technology. At the same time, ask how the facility balances security with freedom of movement — because unnecessarily restrictive environments can worsen dementia symptoms and reduce quality of life.

14. What is the facility’s star rating, and what did the most recent aged care quality audit find?

Australia’s national Star Ratings system rates aged care homes across four categories: residents’ experience, staffing, compliance, and quality measures. You can check any facility’s current star rating at myagedcare.gov.au. Ask directly about the most recent audit findings and how the facility has responded to any identified gaps — a provider that engages openly with this question demonstrates a culture of continuous improvement.

15. How does the facility handle complaints, and has there been any recent regulatory action?

Under the new Aged Care Act, every provider must have an accessible, transparent complaints process. Ask how residents and families can raise concerns, how quickly complaints are acknowledged and resolved, and whether there has been any recent action from the Aged Care Quality and Safety Commission. You can also search the Commission’s public register online.

Questions to Ask About Lifestyle and Activities

Quality of life in aged care is about far more than clinical care. Under the new Standard 7 — The Residential Community — providers are now formally assessed on belonging, relationships, community connection, and meaningful life. A good aged care home should feel like a community, not an institution.

16. What does a typical week of activities look like for residents?

Ask to see the current activities calendar — not just a generic one. Look for variety: physical activities (gentle exercise, walking groups), cognitive activities (puzzles, current affairs discussions, music), creative activities (art, gardening, cooking), and social activities (outings, visits, intergenerational programmes). A rich, varied programme signals a genuine commitment to residents’ quality of life.

17. How are individual interests and hobbies incorporated into residents’ daily lives?

Ask whether lifestyle staff conduct a detailed personal history and interest profile on admission, and how that information is actually used day-to-day. The best facilities actively personalise activities — not just offer a standard group programme — so a resident who loved gardening continues to garden, and one who loved music has regular access to it.

18. Are residents taken on regular outings into the community?

Community connection is now a formal quality standard in Australian aged care. Ask how often residents leave the facility, what types of outings are organised, and whether transport is available for individual appointments as well as group excursions. Facilities that rarely take residents out risk creating an isolated, institutional environment.

19. How does the facility support residents from culturally and linguistically diverse backgrounds?

Australia’s aged care population is increasingly culturally diverse. Ask whether the facility has staff who speak languages other than English, whether culturally specific foods and religious observances are accommodated, and whether there are programmes specifically designed for residents from CALD (Culturally and Linguistically Diverse) communities.

20. What is the visiting policy, and how is family involvement encouraged?

Ask about visiting hours, whether there are private spaces for family gatherings, and how the facility actively involves families in care planning. Under the new Aged Care Act, families have the right to be involved in decisions about their loved one’s care — ask specifically how the facility implements this in practice, not just in theory.

Questions to Ask About Fees and Finances

Aged care fees in Australia are complex — and the landscape changed significantly on 1 November 2025 under the new Aged Care Act. These five questions will help you understand what you are paying, what you are getting, and what your financial rights are.

21. What is the Refundable Accommodation Deposit (RAD), and is it negotiable?

The RAD is a lump-sum accommodation payment, fully government-guaranteed and fully refundable when a resident leaves. RAD amounts are set by each facility and vary widely. As of 1 July 2025, the maximum permissible interest rate for Daily Accommodation Payments (DAPs) is 7.78%, meaning a $750,000 RAD paid as a DAP costs approximately $159.86 per day. Ask whether the RAD is negotiable and what flexibility exists around payment structure.

22. What is the Basic Daily Fee, and what exactly does it cover?

The Basic Daily Fee is set by the Australian Government and currently sits at approximately $63.57 per day (2025). It covers day-to-day living costs including meals, laundry, utilities, and general services. Ask for a written breakdown of exactly what is and is not included — some facilities charge extra for services you might assume are standard.

23. Are there any additional or optional fees not covered by the Basic Daily Fee?

Some facilities charge separately for hairdressing, physiotherapy, podiatry, transport, internet access, or specific social activities. Ask for a complete list of any additional charges before committing, and compare this carefully between facilities. What appears to be a lower RAD may be offset by higher additional fees.

24. What is the Means-Tested Care Fee, and how is it calculated?

The Means-Tested Care Fee (MTCF) is an additional contribution to care costs, based on an assessment of your income and assets by Services Australia. It varies significantly from person to person. Ask the facility whether they can connect you with a financial information officer, or recommend an aged care financial adviser — understanding this fee before admission can prevent significant financial surprises.

25. What happens financially if a resident’s care needs increase significantly?

Ask how the facility manages a transition to higher-level care — for example, if a resident develops advanced dementia or requires palliative care. Will they be able to stay in the same room and facility, or will they need to move? Are there additional fees associated with higher care needs? Understanding this upfront helps families plan with far greater confidence and avoid distressing last-minute decisions.

What to Observe (Beyond the Questions) on Your Aged Care Tour

Your questions will only tell you part of the story. What you observe with your own eyes tells you the rest. Here is what to pay close attention to during your aged care facility tour:

• How staff interact with residents — Do they make eye contact, use residents’ names, and engage warmly? Or are interactions rushed and transactional?
• How residents appear — Are they clean, well-groomed, and appropriately dressed? Do they appear engaged and content, or withdrawn and unstimulated?
• The smell of the facility — A persistent odour of urine or cleaning products is a warning sign of inadequate continence care or hygiene management.
• The noise level and atmosphere — Is the environment calm, warm, and homely? Or is it loud, institutional, and rushed?
• How the facility responds to your questions — Are staff transparent, confident, and forthcoming? Or are they evasive, defensive, or unprepared?

Frequently Asked Questions: Aged Care Tours in Australia

How many aged care facilities should I tour before deciding?

Ideally, tour at least two to three facilities before making a decision. Comparing facilities directly — using the same set of questions at each — is the most effective way to identify genuine differences in quality, culture, and value. If time permits, consider visiting your shortlisted facility a second time unannounced.

Can I bring a family member or advocate to an aged care tour?

Absolutely — and it is strongly encouraged. Having two people present means more questions can be asked, more observations made, and less risk of forgetting key details afterwards. You can also bring an independent aged care advocate from the National Aged Care Advocacy Program (NACAP) on 1800 700 600 — free of charge.

How do I check an aged care facility’s star rating in Australia?

Visit myagedcare.gov.au and use the “Find a provider” tool. Search by name or location and click on the facility’s profile to view its current star rating across all four categories: residents’ experience, staffing, compliance, and quality measures. Ratings are updated regularly by the Australian Government.

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Conclusion: The Right Questions Lead to the Right Choice

An aged care facility tour is not a formality — it is one of the most important conversations you will have on behalf of someone you love. Arriving prepared with the right questions transforms a marketing presentation into a genuine quality assessment. It shifts the power dynamic. It protects your loved one. And it gives you the confidence to make a decision you feel good about — not just today, but in the months and years ahead.

The 25 questions in this guide cover every dimension that matters: the quality of nursing and clinical care, the food and nutrition standard, the safety systems in place, the richness of the lifestyle programme, and the transparency of the financial arrangements. Use them on every tour, take notes, and compare facilities honestly against each other.

If you are touring aged care facilities in Queensland — particularly in Redland City or on the Gold Coast — we invite you to visit Superior Care Group. Family-owned and operated since 1979, Superior Care Group is one of Queensland’s most respected and trusted aged care providers. Their founding residence, Wellington Park Private Care, opened over four decades ago. In 2011, they opened their Gold Coast residence, Merrimac Park Private Care, bringing the same founding values to a new community.

At Superior Care Group, every question on this list has a clear, confident answer. Their experienced management team — with decades of aged care leadership — leads a compassionate care workforce committed to the highest standards of personalised, tailored support. Families are welcomed as partners. Residents are known as individuals. And every care plan is built around the unique needs, preferences, and life history of the person at its centre.

We encourage you to bring this list of 25 questions when you visit. A provider with nothing to hide will welcome every single one.