That is why Warrigal believes it is very important to consult with their customers, not just to pay lip service to consultation but enter into meaningful conversations and real outcomes.

Yes, they conduct customer feedback surveys but recently Warrigal has been developing some very innovative ways to have those meaningful discussions.

OPAG (Older Persons Advisory Group) is a self-nominated group of Warrigal customers who meet to discuss and advise them on some very 'tricky topics'.

'How to transition into higher care?', 'What does respect look like in an aged care home?' - These are significant issues of interest to the whole industry.

"Our OPAG members give us fearless and frank advice and as a result we can develop services to meet those needs now and in the future," Warrigal CEO, Mark Sewell said.

"The advice of our customers is an important part of our planning processes. And we are putting significant resources into understanding our customers' experience."

When it comes to gaining the opinion of those who are in an aged care home, the challenge is to give them a real say, not just a proxy say from their families.

Warrigal is developing a new way of giving aged care residents a say, even if they have dementia.

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They are about to have a vote on whether to install an intergenerational outdoor gym or a children's play area in the Shell Cove home - and they are using an innovative 'token' vote system to do it.

"All residents of our home, village and the community who use Pippi's Café will vote with tokens to be placed in well located mason jars to determine an outcome. Fun, simple and truly accessible," Mr Sewell said.

Warrigal also builds new aged care homes and villages and it is committed to consulting with its customers and the wider community on new building design.

Warrigal's new state-of-the-art Queanbeyan residential aged care home is due to open this year and its co-design with customers has been an important part of the design process.

Queanbeyan customers have been involved in choosing furniture, art works and names for sections of the new home.

"They tell us they thoroughly enjoy the process and it makes them feel truly involved," Mr Sewell said.

Warrigal has been creating inspiring, supportive and connected communities for older people for almost 50 years and are proud to be innovative leaders of best practice.

For further information on Warrigal and their services visit warrigal.com.au.