Tour questions

What are the staff-to-resident ratios on day and night shifts?

How many care minutes per resident per day does this facility provide? (The government mandated minimum from 1 July 2024 is 215 minutes, including 44 minutes of RN time.)

How often does a GP visit the facility, and how are after-hours medical emergencies managed?

How often is the individual care plan reviewed, and who is involved in that review?

If there is a significant change in health or a serious incident, how quickly would we be notified and through what channel?

What does the weekly activities program look like? Are activities facilitated by a qualified diversional therapist?

Can we observe a mealtime or group activity session to see how staff interact with residents?

Is it possible to speak with other residents or their families about their experience here?

Does the facility offer a family portal or app where you can view activity updates, photos, and the upcoming events calendar?

Between formal care reviews, how are families kept informed about day-to-day wellbeing — through a newsletter, regular email updates, or a dedicated app?

What is the formal complaints process? How are concerns escalated, and what is the typical response time?

Which services are included in the basic daily fee, and what is charged as an extra service fee?

Can we see the specific room that would be available, not just the display or show room?

What are the visiting hours for family? Are there any restrictions or sign-in protocols?

Have there been any non-compliance notices or sanctions from the Aged Care Quality and Safety Commission in the past two years?

What is the current waiting time for a place, and how is the waitlist managed?