Before you walk in the door
Most families arrive at a tour having done only surface-level research. A few things worth doing first:
- Check the community's state inspection reports. Arizona's Department of Health Services publishes inspection results for licensed assisted living facilities online. Look for repeat violations — a one-time issue is different from a pattern.
- Read recent reviews on Google and Caring.com — but read them critically. Look for themes, not individual complaints.
- Write down your top 5 concerns about your loved one's specific needs before you arrive. Use those to anchor the conversation.
20 questions to ask on every tour
About staffing
- What is your staff-to-resident ratio during the day? At night?
- How do you handle staff turnover — and what is your current turnover rate?
- Are staff trained in dementia care, even if this isn't a memory care community?
- Who is on-site overnight and on weekends?
About care
- How is my loved one's care plan created — and how often is it reviewed?
- What happens if my loved one's care needs increase significantly?
- How do you handle medical emergencies?
- What is your policy on medication management?
About daily life
- What does a typical day look like for a resident?
- What activities are available — and are they optional or expected?
- Can residents eat meals in their room if they prefer?
- What is the food like — can we stay for a meal?
About contracts and costs
- What is included in the base monthly rate — and what costs extra?
- How much notice do you give before increasing rates?
- Under what circumstances could my loved one be asked to leave?
- What happens if my loved one runs out of funds? Do you accept Medicaid?
About the community itself
- How long has this community been under its current ownership/management?
- How do residents and families communicate concerns to management?
- Can I speak with a current resident or family member as a reference?
- What is your occupancy rate — and what does that tell me about the community?
Red flags that are easy to miss
When you're touring under emotional pressure, certain problems are easy to rationalize or overlook. Watch for these:
- Staff who don't greet residents by name. This is one of the clearest signals of whether staff genuinely know and care about the people they serve.
- Residents who seem sedated or disengaged. Some medication is appropriate. A common environment of glazed-over residents is not.
- Evasive answers to direct questions. Good communities answer hard questions directly. Deflection is a signal.
- Pressure to decide quickly. Legitimate communities don't use scarcity tactics. If you feel rushed, walk away.
- A tour that avoids certain areas. Ask to see the memory care wing, the dining room at mealtime, and a resident room similar to what your loved one would have.
- The smell. A well-run community doesn't smell of urine or industrial cleaners. Take note of what you notice within the first few minutes.
Ben's advice: Always tour at least three communities before making a decision — and try to visit at different times of day. A Saturday morning tour and a Tuesday afternoon drop-in can show you very different things.