Questions to Ask When Visiting a Care Home

Choosing a care home is one of those decisions that can feel emotional, practical and overwhelming all at once. Families are often trying to balance safety, comfort, cost, location, care needs and gut feeling, usually while also worrying about whether they are making the “right” decision for someone they love. A care home visit is one of the best ways to understand whether a home feels right. Websites, brochures and inspection reports are useful, but nothing replaces walking through the front door, meeting the team and seeing daily life for yourself. The key is knowing what to ask. A good care home should welcome questions, answer clearly and give families the time they need to make an informed decision.

Before You Visit: Do Some Initial Research

Before arranging a visit, it is worth doing a little preparation. Check the home’s website, read its latest CQC report and think carefully about what matters most for your loved one. You may want to consider:

Does the home provide the right type of care?
Is it close enough for family and friends to visit?
Does the home feel suitable for your loved one’s personality and routines?
Are the fees and funding options clear?
Does the home have availability, or a waiting list?

For example, Merling has two homes offering different care settings. Glebe House in Staines provides both residential and nursing care, while Moorland House in Barton-on-Sea provides residential care in a smaller, homely setting. If you are still unsure about the type of care your loved one may need, you may also find our guide, What Is Residential Care? A Clear Guide for Families, helpful before arranging a visit.

Questions About Care and Support

The most important questions are around care itself. A home may look lovely, but families need to understand how residents are actually supported day to day. Ask:

What type of care do you provide?
How do you assess a new resident’s needs?
Will my loved one have a personalised care plan?
How often is the care plan reviewed?
How do staff support residents with washing, dressing, eating and mobility?
What happens if my loved one’s needs increase over time?
How do you support residents with memory loss or dementia?
How are medications managed?
How are families kept updated about changes in care?

A good answer should be specific, not vague. “We get to know everyone personally” sounds nice, but ask how that actually happens. Do staff record preferences? Are families involved? Are routines written into the care plan? Can the resident choose when they get up, what they wear and how they spend their day? These details matter because good care is not just about completing tasks. It is about supporting someone as an individual.

Questions About Staff

Staff are the heart of any care home. They shape the atmosphere, the quality of care and the daily experience of residents. Ask:

How many staff are usually on duty during the day and at night?
What training do staff receive?
Do staff receive dementia care training?
Is there a consistent team, or does the home rely heavily on agency staff?
Who should families speak to if they have a concern?
How does the home make sure staff know each resident well?

Also pay attention to what you see. Are staff warm and patient? Do they speak to residents respectfully? Do they seem rushed, or do they have time to stop and talk? You can learn a lot from how staff interact with residents when nobody is performing the grand tour. The brochure smile is easy. The everyday kindness is what you are really looking for.

Questions About Daily Life

A care home should provide more than safety. It should offer routine, comfort, stimulation and companionship. Ask:

What does a typical day look like?
What activities are available during the week?
Are activities adapted for different abilities and interests?
Can residents choose whether to join in or have quiet time?
Are there opportunities to go outside or enjoy the garden?
Are entertainers, visitors or community groups invited into the home?
How do you support residents who prefer one-to-one activities?
Can residents continue hobbies or interests they already enjoy?

At Moorland House, for example, activities and visiting entertainers are an important part of life at the home, including animal visits from The Creature Teachers. You can read more in our blog, A Special Visit from The Creature Teachers at Moorland House. Activities do not need to be flashy. What matters is whether they are meaningful. A quiet chat, music, baking, gardening, arts and crafts, gentle exercise or a favourite film can all make a real difference when they are matched to the person.

Questions About Food and Mealtimes

Food is a major part of daily life in a care home. It affects health, mood, routine and enjoyment. Ask:

Are meals freshly prepared?
Can we see a sample menu?
Are snacks and drinks available throughout the day?
Can dietary needs be supported?
What happens if a resident does not like what is on the menu?
Can residents eat in their room if they prefer?
How do staff support people who need help eating or drinking?
Are families able to join residents for meals on occasion?

It is also worth noticing the dining room. Does it feel calm and sociable? Are residents supported discreetly? Does the food look appetising? Are people being rushed? Mealtimes can tell you a lot about the culture of a home.

Questions About Rooms and Personal Belongings

A resident’s room should feel like their own space, not just a bed in a building. Ask:

What rooms are currently available?
Are rooms en-suite?
Can residents bring their own furniture, photos and personal items?
Is there space for favourite belongings?
How is laundry managed?
Can rooms be adapted if needs change?
Are call bells easy to reach?
How is privacy respected?

Personal touches can help someone settle. Familiar photos, ornaments, blankets or a favourite chair can make the move feel less clinical and more like home.

Questions About Safety and Healthcare

Families often consider care because they are worried about safety at home. It is therefore important to understand how the care home manages risk. Ask:

How do you reduce the risk of falls?
What happens if a resident becomes unwell?
How are GP, dentist, optician or chiropody appointments arranged?
How do staff respond in an emergency?
Are visitors required to sign in?
How are safeguarding concerns handled?
How are residents’ personal belongings kept safe?
What infection control procedures are in place?

For nursing needs, ask whether the home provides nursing care or whether external healthcare professionals would be involved. Glebe House provides nursing care as well as residential care, while Moorland House focuses on residential care. This distinction matters. If your loved one has complex medical needs, pressure sores, regular nursing requirements or needs clinical oversight, you should ask directly whether the home can safely meet those needs.

Questions About Visiting and Family Involvement

A good care home should see families as part of the resident’s life, not an inconvenience to be managed. Ask:

What are the visiting arrangements?
Can family and friends visit regularly?
How are relatives involved in care planning?
Who will contact us if something changes?
Are family meetings offered?
Can relatives take residents out for trips or appointments?
How does the home support residents to stay connected with loved ones?

Family involvement can be especially important during the settling-in period. Ask how the home helps new residents adjust, especially if they are anxious, confused or reluctant about the move.

Questions About Fees and Contracts

Care home fees can be complicated, so it is important to ask clear questions early. Ask:

What is included in the weekly fee?
Are there any extra charges?
How often are fees reviewed?
What happens if care needs increase?
Is there a deposit or notice period?
Can we see a copy of the contract before making a decision?
Do you accept local authority-funded residents?
Can you support families with funding questions?

Do not be embarrassed to ask about money. Care is a major financial decision, and families deserve clarity. Nobody wants a surprise invoice ambush. Those are rarely the highlight of anyone’s week.

Questions About Inspection Reports and Quality

In England, care homes are regulated by the Care Quality Commission, known as the CQC. CQC reports can help families understand how a home performs across areas such as safety, care, responsiveness and leadership. Ask:

What is your latest CQC rating?
When was the home last inspected?
Were any improvements recommended?
What changes have been made since the last inspection?
How do you monitor quality within the home?
How do residents and families give feedback?

Do not only look at the overall rating. Read the details. A report can tell you how inspectors viewed the home’s culture, leadership, staffing and safety.

What to Look For During the Visit

Questions are important, but your observations matter too. Look for:

Are residents treated with warmth and respect?
Does the home feel clean and well-maintained?
Is there a calm, welcoming atmosphere?
Are residents engaged, comfortable or relaxed?
Do staff seem to know residents personally?
Are rooms and communal areas pleasant?
Is there evidence of activities and daily life?
Do you feel listened to?

A care home does not need to feel like a hotel. It needs to feel safe, kind, organised and genuinely lived in. The best homes usually have a sense of warmth that is hard to fake.

A Simple Checklist to Take With You

When visiting a care home, consider taking these questions with you:

What care needs can you support?
How do you create and review care plans?
What training do staff receive?
How many staff are on duty?
What activities are available?
How are meals planned?
Can rooms be personalised?
How are medicines managed?
What happens if needs increase?
How are families kept informed?
What is included in the fee?
What is your latest CQC rating?
How do you help new residents settle in?

You do not need to ask everything at once. A good home will give you time to talk things through properly.

Final Thoughts

Visiting a care home is not just about gathering information. It is about getting a feel for whether your loved one could be safe, comfortable and treated as an individual. Ask practical questions, but also trust what you notice. Look at how staff speak to residents. Listen to the atmosphere. Notice whether people seem known, respected and included. The right care home should give families confidence, not pressure. It should welcome questions, explain care clearly and understand that choosing care is a big emotional step. If you are considering care for yourself or a loved one, Merling welcomes enquiries at any stage. Families are invited to arrange a visit to Glebe House in Staines or Moorland House in Barton-on-Sea, meet the team and talk through the care options available.