Making the Decision
Visiting a Care Facility? Here's What to Watch For
You've shortlisted a few facilities. Now comes the part that matters most — walking through the door. Here's what experienced families say they wish they'd known.
Questions to Ask the Staff
- What's the staff-to-resident ratio during the day? At night?
- How do you handle residents who wander or become agitated?
- Can I see the dining area during a meal? The meal test is the best single indicator of care quality — watch for resident engagement, food quality, and staff interaction.
- What's included in the monthly rate — and what costs extra? Common surprises: laundry, hair care, specialty supplies, private room upgrades.
- How do you communicate with families? Is there a portal or regular updates?
- Can I speak with a current resident's family member?
- What happens if my loved one's care needs increase — do they have to move?
- How do you handle medication management and errors?
- What activities are available, and how often do residents actually participate?
- What's your complaints process?
Questions to Ask Yourself
- Did the facility smell clean when I walked in? Persistent odours are a red flag — not a one-time incident.
- Were residents engaged in activities, or sitting alone in hallways?
- Did staff greet me by name and introduce themselves?
- Could staff answer my questions confidently, or did they deflect?
- Would I want to spend a Sunday afternoon here?
- Did I feel rushed during the tour?
Red Flags — Walk Away If You See These
- •Strong, persistent odours (not just near a bathroom — throughout)
- •Residents in soiled clothing with no staff nearby
- •Locked doors without clear explanation (beyond secure dementia units)
- •Staff who can't tell you the staff-to-resident ratio
- •No visible activity schedule or empty activity rooms
- •“We don't allow unannounced visits” (you should be able to visit anytime)
- •Evasive answers about complaints or inspection results
Good Signs — What Quality Looks Like
- •Residents chatting with each other and with staff
- •Staff who know residents by name
- •A clean, odour-free environment with natural light
- •An activity schedule that actually matches what's happening
- •A willingness to show you any part of the facility
- •Clear, direct answers about costs, staffing, and complaints
- •Families visiting during your tour (indicates an open-door culture)