A practical, sensory checklist for what to notice on the day
Photos and a website can only tell you so much about an aged care home. A tour is where you get a real sense of what daily life there actually looks and feels like, and it’s one of the most useful steps in choosing the right home for your family.
Most families arrive at a tour quietly worried they’ll be shown a polished version and miss whatever actually matters, for someone who may not be able to tell them later if it’s wrong. That worry is reasonable, and it’s largely answerable by knowing what to look at. This guide focuses on exactly that. For the questions worth asking along the way, see our guide to questions to ask when choosing an aged care home.
Booking a tour that suits you
Some advice on this topic suggests turning up unannounced, or timing a visit to try to catch a home off guard. We’d suggest something more useful: book a time that works for you, and come prepared to look closely.
At CraigCare, we book tours during business hours, and you can usually choose the time that suits you within that window. There’s a reason for that. These are our residents’ homes and we’re mindful about keeping disruption outside normal hours to a minimum. If your visit happens to fall over a meal or an activity, treat it as a useful extra rather than something to plan around. Either way, ask for a copy of that day’s menu or a sample menu, and ask to see the current activities calendar. That gives you a clear picture of daily life whether or not you happen to catch it live.
The atmosphere as you walk in
First impressions are worth paying attention to, even before anyone starts showing you around. Notice the general mood: does it feel calm and welcoming, or noisy and chaotic? Is there natural light in the common areas? How does the team greet you at the door, and do they seem to know the residents you pass by name? None of this replaces a proper look at the home’s care, but it’s often a fair indicator of the culture underneath.
How the team and residents interact
Watch how the team speaks with residents as you walk through, not just how they speak with you. Warmth, patience and genuine familiarity are good signs. Notice too whether residents look engaged, whether some are taking part in an activity or a conversation, and whether the space feels lived-in rather than simply tidy for visitors.
Cleanliness and everyday upkeep
A home should feel clean and cared for, but don’t judge too harshly on a single spill or an isolated untidy corner. It’s the overall pattern that matters: does the home smell fresh, are floors and furniture well maintained, and does general upkeep look consistent rather than tidied up for the occasion? A strong fragrance being used to cover an underlying smell is worth registering too. If something looks off, it’s reasonable to ask about it directly.
Rooms, bathrooms and shared spaces
Ask to see a room similar to the one your loved one would have, along with a bathroom and the main shared spaces, such as lounges, dining areas and any outdoor space.
Look at whether the room has space for personal belongings and photos. In the shared spaces, the question is whether they feel genuinely inviting or purely functional.
Imagine sharing time together here
Can you imagine sharing a meal, enjoying afternoon tea or spending happy hour with your loved one here?
Take a moment to picture yourself sitting together in the dining area, relaxing in a comfortable lounge or enjoying an outdoor space. Do these areas feel warm, welcoming and somewhere you would genuinely enjoy spending time together?
Think about the little moments that matter – having a cup of tea, sharing a meal, celebrating a special occasion or simply sitting together and catching up. Does the environment feel comfortable and homely enough to make those moments feel special?
Food and daily life
Food matters more than people often expect, so ask to see a sample or that day’s menu, and ask how the home handles special diets, individual preferences, and support for residents who need a hand at mealtimes. Ask how food is incorporated into everyday moments of joy like birthday celebrations, Christmas, ANZAC Day, Mother’s Day, Father’s Day.
Ask about the activities calendar too, and look for signs of it in use, such as noticeboards, craft in progress, or residents out and about, since this tells you more about daily life than a printed brochure can.
Questions worth asking while you’re there
A tour is also your chance to ask questions directly: how the home is resourced across a full 24-hour day, how care is planned, and how it handles a resident’s needs changing over time. We’ve covered the full list in our guide to questions to ask when choosing an aged care home, so read that alongside this one and bring your own list on the day.
Trust the overall feeling, and compare more than one home
Your instincts matter alongside everything else you notice on the tour. If a home feels right, that counts for something, and the same is true if something feels off, even if you can’t quite say why. Where possible, tour more than one home, so you have something to compare your impressions against, rather than judging the first one in isolation.
What to do next
Once you’ve toured a home or two, our guide to choosing the right aged care home covers how to bring everything together and make a decision.
Our caring Admissions team is here to walk alongside you and your family every step of the way. If you have any questions, you can call our Western Australian team on 0419 856 664 or our Victorian team on 0468 718 856, or submit an online enquiry.
Frequently asked questions
Can I bring a family member or friend on the tour?
Yes. It’s a good idea to bring someone else along, both for support and for a second set of impressions. A decision like this is easier with more than one perspective in the room.
Should I tour more than one aged care home?
It’s generally worth it if you’re able to. Touring a couple of homes gives you a point of comparison, which can make it easier to tell what you actually value once you’ve seen more than one option.
Can I ask to see a specific type of room?
Yes. It’s reasonable to ask to see the type of room your loved one would actually have, rather than only the room used for tours, so you get an accurate sense of the space.
Should I check reviews or the Star Rating before I visit?
Reviews from current families, such as those on Google, tend to give the clearest picture of day-to-day experience, so start there. The government’s Star Ratings are worth a look alongside them, covering compliance, residents’ experience, staffing and quality measures. Either way, a tour is still the best way to judge a home for yourself.
What are CraigCare’s visiting hours?
We don’t set restrictions on visiting hours at our homes, so family and friends are welcome at whatever time suits them and their loved one. The only exception is during an infectious outbreak, when temporary visiting arrangements may apply to keep residents and the team safe. Your Home Manager will let you know if that ever applies.
Can we bring a pet to visit?
Yes. All of our homes are pet friendly. We just ask that your pet is vaccinated, wormed and comfortable around other people. Have a chat with the Home Manager before the first visit so they can confirm everything’s in order.
When can I book a tour?
Tours run during standard business hours, and you can usually pick a time that suits you within that window. We keep tours to business hours because these are our residents’ homes and we’re careful about disruption outside those times.