KS
Keshan S.
26 November 2025Rated 5 out of 5.
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18 Florence Road, Surrey Hills VIC 3127
Deposits (RAD) $750,000 to $1,600,000
Daily payments (DAP) $173.22 to $369.53 a day
Prices as the facility states them. Confirm current prices and fees with the facility.
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The Australian Government’s published results for this home
Updated May 2026
Compared only with the government’s own targets, averages and national figures.
See every resultRooms and prices
These are room types, not confirmed vacancies. Ask the home which rooms are free right now.
Prices as the facility states them. Confirm current prices and fees with the facility.
- Built December 2017 - 51 suites, each with a private ensuite - 5-star hotel amenities, including a movie theatre and hair salon - Offers permanent accommodation - 24 hour nursing and palliative care
Residents and families
Each year an independent team talks privately with at least 1 in 5 residents of every government-funded aged care home. These are the answers at Arcare Surrey Hills in the 2025 survey.
AlwaysMost of the timeSome of the timeNeverThe number on the right is how many in every 100 gave a positive answer.
Every home reports its 3 most common kinds of praise and complaints, and its 3 main improvements. July 2024 to June 2025.
Most praise was about
Most complaints were about
The main improvements made were in
Quality
The Australian Government gives every aged care home a star rating from 1 to 5. More stars means higher quality care.
What residents told an independent survey team about their care.
2025 survey
Based on decisions about the home by the Aged Care Quality and Safety Commission, the regulator.
Rated December 2022
How much care residents get from nurses and care workers, against the home’s targets.
October to December 2025
The regulator checks every home against the Aged Care Quality Standards. Arcare Surrey Hills met 42 of the 42 requirements at its most recent assessment.
The ratings are the government’s, as published for this home.
Daily life
Breakfast, lunch and dinner are cooked fresh, and all food is made on site. The home spent $16 a resident a day on food; the average for aged care homes was $16. January to March 2026.
In the rooms: Cooling and heating, Ensuite bathroom, Overbed table
The organisation that runs this home reports inclusive activities, inclusive policies and cultural safety in place across its homes (July 2024 to June 2025)
Visit
Address
18 Florence Road, Surrey Hills VIC 3127
Visits are by arrangement with the home. Call Arcare Surrey Hills to arrange a time.
Costs
Prices as the facility states them. Confirm current prices and fees with the facility.
Paying for a room: each room type states a refundable deposit (RAD) and a daily payment (DAP). My Aged Care explains how they work and what else you may pay. Aged care home fee estimator (opens in a new tab) · Aged care home costs and fees (opens in a new tab)
Health
Every government-funded home reports these to the government every 3 months. For all of them, fewer is better. October to December 2025.
Each result is the share of the home’s residents, compared with the national figure the government publishes.
Staff
Every home has its own targets for how much care each resident gets, on average, every day. Care time includes help with everyday tasks and things like updating care plans. October to December 2025.
That’s 3 hours 29 minutes of care a resident a day, on average.
Homes must have a registered nurse on site 24 hours a day, 7 days a week. Arcare Surrey Hills reported one on site around the clock in 12 of the 12 months reported, from July 2025 to June 2026. In June 2026 the national average was 23 hours 51 minutes a day.
Next steps
It can feel like a lot. These are the steps most families go through, in order.
Free help from the government
Call My Aged Care on 1800 200 422
Location
18 Florence Road, Surrey Hills VIC 3127.
Next step
Send an enquiry. There’s no fee to enquire, and we’ll let the home know you’ve been in touch.
How often five health problems happen, such as falls and weight loss, compared with other homes.
October to December 2025
Some reviews were originally published on Google.
Rated 5 out of 5.
Our family can't rave enough - the positive lifestyle my 78 yo mother in law has day to day is wonderful. She doesn't have to manage the hard side of life (shopping, cooking, cleaning, washing, going to GP, loneliness) and can enjoy the good things in life whilst having people around who genuinely care about her and are engaged, asking about her family, having a joke with her, etc. She has made friends, eats an abundance of nutritious food, hosts her long term bookclub in the dining room, has her 4 boys bringing mother's day brunch in the courtyard, has many visitors, has her hair done, eats out with friends or does a spot of shopping at Westfield. After touring a number of places and consulting friends with family at Arcare, we now feel blessed (and relieved) knowing she is safe, spoilt and happy, and that as she ages she is in a familiar place where the level of care increases as required. She will never have to be moved to a strange environment with unknown people. We have no complaints - in fact at times as a busy mum of 3 I'm even envious! :)
Rated 5 out of 5.
My mother had a 2 week respite at Arcare Surrey Hills. From the moment we arrived the staff were kind, friendly and welcomed her very warmly. She had wonderful care from the nursing staff and the entire team. She enjoyed the group activities, and her meals. Going into respite can often be a daunting experience so thank you for providing my mother with a very caring and positive experience for her first respite.
Thanks Arcare for all the care that you showed my Mum while she was in respite. We needed a place so Mum could get out of hospital and it was such a relief to find a room with you. Your welcome was beautiful and all the facilities were lovely. Mum certainly enjoyed the meals and the hair salon. I know she presented you with challenges but I very much appreciate the caring way in which you overcame these.
Rated 5 out of 5.
My mother was in Arcare care for seven years. Good, but poor food. I specifically asked to be keep in the loop during COVID. Great, I got emails sent to me every week for events- except for when she died! My Mum's body was removed, the Manager claimed she did not know where the body had been taken. I was treated like dirt. Time for the Corner to investigate.
My Father had a year in Arcare and the care was wonderful, he enjoyed the time he had there. Because of the care he received my sister decided to go there for palliative care and once again they went out of their way to make sure she was comfortable and supported all the family. They couldn't have done more. Thankyou
Rated 5 out of 5.
Why on earth do you have “STAFF” writing reviews? The review on here written by Monique should be deleted! It is bias as she is a staff member. I had the unfortunate experience of my father Frank Puccini spending his last 6 moths of life in this place. It was the most horrendous experience that still haunts me today. Incompetent staff, residents left to fend for themselves and I agree with a previous review that residents most definitely call out for help from their room to no avail. Buzzers go unanswered, residents that cannot fend for themselves are neglected. As for Palliative care.... the incompetency is horrendous. I chose to move my Dad to hospice in his last 24hrs of life due to lack of pain management. I stayed with Dad at ARCARE before moving him as he spent the night unsettled, screaming out in fear and in pain. A decision I didn’t take lightly and I should never have had to make. He passed away the following morning, clean, comfortable and finally at peace in care that he should have received at ARCARE but didn’t. This is currently in the hands of the Aged Care Advocacy.
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