Touring a nursing home is one of the most important steps you will take when arranging residential aged care for yourself or a loved one in Australia. Asking the right questions during your visit helps you assess quality, safety, and cultural fit before committing to a placement.
Top 5 Questions to Ask When Touring a Nursing Home — 2026 AU Guide
Choosing a residential aged care home is a significant decision, and a personal tour gives you insights that no brochure or website can replicate. You can observe the environment, meet staff, and ask questions that reveal how a facility actually operates day to day. This guide walks you through the five most important questions to raise, explains why each one matters, and points you toward authoritative Australian resources so you can research further with confidence.
Before you book your first tour, it is worth registering with My Aged Care and obtaining an assessment through the Aged Care Assessment Team (ACAT). This assessment confirms your eligibility for residential aged care and forms the foundation of any placement conversation.
You can also explore our cost guide for a qualitative overview of how residential aged care fees are structured in Australia, and our methodology page to understand how we evaluate providers.
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1. How is the home accredited, and what do recent quality assessments show?
Accreditation is the cornerstone of quality assurance in Australian residential aged care. The Aged Care Quality and Safety Commission is the independent body responsible for assessing and monitoring aged care providers against the Aged Care Quality Standards. These standards cover areas including consumer dignity and choice, ongoing assessment and planning, personal and clinical care, services and supports, the living environment, feedback and complaints, human resources, and organisational governance.
When you tour a home, ask staff:
- When was the most recent audit conducted, and can you share the findings? - Has the home received any non-compliance notices or notices to agree? - How has the home responded to any areas identified for improvement?
A confident, transparent provider should be able to answer these questions plainly. You can independently check a provider's compliance history through the Commission's public register on its website. This is one of the most objective pieces of evidence available to you, and it is freely accessible to any Australian consumer.
It is also worth asking whether the home is currently operating under the updated Aged Care Act, which came into effect following significant legislative reform, and how its policies have been updated to reflect those changes.
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2. What is the staffing model, and how are staff qualifications managed?
Staffing levels and qualifications directly affect the quality of care residents receive. When you walk through a facility, observe whether staff appear calm and attentive, whether they greet residents by name, and whether residents appear comfortable approaching them.
During your conversation with management, ask:
- What is the mix of registered nurses, enrolled nurses, and personal care workers across different shifts? - Is there a registered nurse on site at all times, including overnight? - What ongoing training do staff receive, particularly in dementia care, palliative care, and mental health support?
Under current Australian aged care regulations, the requirement for a registered nurse to be on duty at all times is a key benchmark you can inquire about. The Aged Care Quality and Safety Commission provides guidance on workforce expectations within the Quality Standards.
High staff turnover can also be a signal worth exploring. Continuity of care matters enormously for residents, particularly those living with dementia or complex health needs. Ask management how they approach staff retention and whether they use a consistent team model, where the same carers are assigned to the same residents regularly.
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3. How are individual care plans developed and reviewed?
Personalised care is a central principle of Australian aged care policy. Every resident should have a care plan that reflects their individual needs, preferences, cultural background, and goals. This is not simply good practice; it is embedded in the Aged Care Quality Standards overseen by the Aged Care Quality and Safety Commission.
Ask the facility:
- How is a new resident's care plan developed when they first arrive? - How often are care plans reviewed, and who is involved in those reviews? - Can family members or nominated representatives participate in care planning discussions? - How does the home support residents from culturally and linguistically diverse backgrounds, or those who identify as LGBTQI+?
A good care plan should be a living document that evolves as a resident's needs change. Listen for specific processes rather than vague assurances. Homes that value genuine person-centred care will usually describe structured review cycles and clear communication channels with families.
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4. What are the fees, and what does the daily fee actually cover?
Understanding the fee structure of a residential aged care home in Australia can feel complex. There are several components, including a basic daily fee, means-tested care fees, and accommodation payments (either a refundable accommodation deposit, a daily accommodation payment, or a combination). The structure of these fees is governed by federal legislation and administered through Services Australia and My Aged Care.
When touring, ask:
- What services are included in the basic daily fee, and what attracts additional charges? - Are there optional extras such as hairdressing, outings, or pay television, and how are these billed? - How does the home communicate fee increases to residents and families? - Is there a written agreement that clearly sets out all fees before a resident moves in?
You are entitled to a Resident Agreement before admission, and you should read it carefully. Consider involving a financial adviser who specialises in aged care before signing. For qualitative guidance on how the financial assessment process works, Services Australia publishes detailed information on its website.
For a broader comparison of provider options in capital cities, see our list of best aged care providers in Sydney.
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5. How does the home handle complaints, and what is the resident experience like?
A facility's approach to feedback and complaints reveals a great deal about its culture. Under the Aged Care Quality Standards, providers are required to have a transparent, accessible process for raising concerns.
Ask directly:
- What is your complaints process, and who does a resident or family member contact first? - Can residents and families escalate a complaint to an external body if they are not satisfied? - Is there a resident committee or regular forum where residents can raise issues collectively? - How does the home involve residents in decisions about daily life, menus, activities, and routines?
The independent external escalation pathway is the Aged Care Quality and Safety Commission, which operates a complaints scheme at no cost to the person raising the concern. Knowing this pathway exists, and that staff can explain it clearly, is a positive sign.
During the tour itself, if you have the opportunity, speak with current residents or their family members. Their candid observations often tell you more than any formal answer from management.
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Other Practical Tips for Your Tour
- Visit at different times of day if possible, including around mealtimes, to observe the environment and meal quality. - Notice whether the facility smells clean and whether the outdoor areas are accessible and maintained. - Ask about the activities programme and whether it caters to a range of interests and mobility levels. - Check the facility's location relative to family, public transport, and medical services. - Request a written copy of the home's most recent Statement of Compliance.
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Frequently Asked Questions
Q: Do I need an assessment before I can tour a nursing home? A: You do not need an assessment simply to tour a facility. However, you will need a current ACAT assessment to be eligible for a residential aged care placement. You can arrange an assessment through My Aged Care. Q: Can I check a nursing home's compliance history before visiting? A: Yes. The Aged Care Quality and Safety Commission maintains a public register of accredited providers and publishes audit outcomes and compliance information that you can access online before your tour. Q: What rights does a resident have once they move into a nursing home? A: Residents have rights under the Aged Care Quality Standards and the Aged Care Act, including rights to dignity, choice, and access to information about their care. The Aged Care Quality and Safety Commission and My Aged Care both publish plain-language summaries of these rights. Q: Who can help me understand the financial side of aged care fees? A: Services Australia administers means testing for aged care fees and can provide information about how fees are calculated. For personalised financial advice, consider consulting a financial adviser accredited in aged care, as outcomes will vary depending on individual circumstances.---
Sources
- My Aged Care - Aged Care Quality and Safety Commission - Australian Institute of Health and Welfare (AIHW) - Services Australia - Aged Care Act 1997
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Information in this article is general only and not personal advice. Verify the details with the linked sources or an appropriately qualified Australian professional before relying on them.
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