Choosing a disability service provider for your loved one is one of the most important decisions you'll make. A facility tour gives you the opportunity to see beyond the brochures and websites, getting a real sense of how a provider operates and whether it's the right fit for your family.
We've compiled this comprehensive guide to help you make the most of your facility tours. These questions will help you evaluate potential providers thoroughly and confidently.
Before You Arrive
Preparation is key to a productive tour. Before you visit, gather information about your loved one's specific needs, preferences, and goals. This will help you ask targeted questions and evaluate whether the provider can meet those needs.
Questions to Research Beforehand:
- What services are authorized in your loved one's IPP?
- What are their communication preferences and needs?
- Are there specific medical or behavioral supports required?
- What activities or interests are important to them?
Questions About Staff & Training
The quality of care your loved one receives depends largely on the people providing it. Understanding staffing ratios, training requirements, and employee retention can tell you a lot about a provider's culture and quality.
Essential Staff Questions:
- What is the staff-to-client ratio during different times of day?
- What training do staff members receive? How often is it updated?
- How long has your average staff member been with the organization?
- What background checks and screening do you require?
- How do you handle staff call-outs or absences?
- Will there be a consistent team working with my loved one?
Questions About Services & Programming
Understanding what services are offered and how they're delivered helps you determine if the provider can meet your loved one's current and future needs.
Service-Related Questions:
- What specific services do you provide under each service code?
- How do you develop individualized support plans?
- How often are plans reviewed and updated?
- What does a typical day look like for someone you support?
- How do you support community integration and inclusion?
- What happens if needs change or increase over time?
Questions About Communication
Good communication between providers and families is essential for quality care. Understanding how a provider keeps families informed helps set expectations for your ongoing relationship.
Communication Questions:
- How will you communicate with our family about daily activities?
- Who is our primary point of contact?
- How are incidents or concerns reported to families?
- How do you handle emergency communications?
- Can we visit or check in at any time?
Questions About Health & Safety
Safety should be a top priority for any disability service provider. Don't hesitate to ask detailed questions about policies and procedures.
Health & Safety Questions:
- How do you handle medical emergencies?
- What is your medication management process?
- How do you address behavioral challenges?
- What are your policies around restraint or restrictive practices?
- How do you ensure a safe physical environment?
- What COVID-19 or illness protocols are in place?
What to Observe During Your Tour
Beyond the questions you ask, pay attention to what you see and feel during your visit. Your observations can reveal important information about the provider's culture and quality of care.
Watch how staff interact with the people they support. Are interactions warm and respectful? Do staff speak directly to individuals or talk over them? Are people engaged in meaningful activities or sitting idle?
Notice the physical environment. Is it clean, safe, and homelike? Is there natural light? Are there personal touches that reflect the people who live or spend time there?
Trust your instincts. If something feels off, it's worth exploring further or considering other options.
Red Flags to Watch For
While every provider has areas for improvement, certain warning signs should give you pause. Be cautious if you notice:
- Reluctance to answer questions or provide information
- Staff who seem frustrated, disengaged, or dismissive
- Individuals who appear unhappy, isolated, or neglected
- Facilities that are dirty, cluttered, or in disrepair
- High staff turnover or frequent management changes
- Pressure to make quick decisions without adequate information
Ready to Schedule a Tour?
We welcome families to visit Congregate Connect and see our approach firsthand. Contact us to schedule a tour.
Contact Us TodayAfter the Tour
Take time to reflect on each tour before making a decision. Compare your notes across different providers. Discuss your impressions with family members and, most importantly, with your loved one if possible.
Remember that finding the right fit may take time, and it's okay to visit multiple providers before making a decision. The effort you put into this process will pay off in better care and peace of mind.
For more guidance on navigating disability services, explore our other resources or contact our team with questions.