Hollowmere Care Group / BB-Demo – Onboarding
Callcompleted
Hollowmere Care Group: documents · 2026-06-25 12:45
Onboarding call on 25 Jun 2026. The refresh is running nightly and the earlier ticket was closed. Most incident-to-finance home mismatches were matched, a few await home manager confirmation, and the first user wave went better than Josh expected.
What was said
What this says
Current to 11 Oct 26Onboarding call on 25 Jun 2026. The refresh is running nightly and the earlier ticket was closed. Most incident-to-finance home mismatches were matched, a few await home manager confirmation, and the first user wave went better than Josh expected.
What happened: Hamza Akhtar closed the refresh ticket after Josh Fairburn confirmed records were rising daily. They then worked through the home mapping, matching renamed homes and keeping two separately registered homes apart.
Customer view: Josh said more people had logged in than he expected. He explained that Natasha wants an evidence trail for every number, and he liked clicking through to the original incident record.
Watch: Shona got lost with the filters when she tried it alone. A few homes remain unmatched until Josh confirms them with home managers, and people will ask whether data is fresh.
Commercial: Adoption is building ahead of training next week. Natasha's trust in the evidence trail is the value story to protect at renewal.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Hamza to send Josh the list of unmatched homes today so he can confirm them with home managers by Monday.
- Hamza to run training next week covering filters, saved questions, wrong-looking answers and last refresh time.
- Josh to note the separately registered homes for Shona.
Risks
Current to 9 Oct 26- A few homes still have no confident match until Josh confirms them with home managers.
- Shona got lost with the filters when she tried the brain alone, so early confidence could slip without training.
- Users will ask whether data is fresh when a number looks old.
Opportunities
Current to 9 Oct 26- Shona will use the brain for quality and compliance, which widens use beyond the data team.
- Natasha's wish for a visible evidence trail on every number fits how the brain shows source records.
- More people logged in than Josh expected, so the first wave can seed wider adoption.
Transcript
Hamza Akhtar NoneAfternoon Josh. Can you see my screen yet or shall I wait?
Josh Fairburn NoneNot yet. Oh, there it is. Afternoon. Sorry, I was grabbing a sandwich, back-to-back meetings this morning.- Hamza Akhtar NoneDon't apologise, I'm eating mine off camera. Let's start with the good news. The refresh has completed every night since we last spoke, including the family contact log.
- Josh Fairburn NoneYeah, I've been checking the run history like you showed me. Records are going up every day, so that's reassuring.
- Hamza Akhtar NoneGood. So that ticket can be closed from our side. Are you happy for me to do that?
- Josh Fairburn NoneYes, close it. I'd rather have a tidy list.
- Hamza Akhtar NoneDone. Now the main thing today is the home mapping. I've loaded your list, and there are a few homes where the incident system and the finance system still don't agree on which home is which.
- Josh Fairburn NoneYeah, those'll be the ones that changed hands or were renamed. Can you show me?
- Hamza Akhtar NoneSo here, on the left is the incident name, on the right the finance name. Anything with a yellow flag has no confident match. Take this first one, it's the same postcode area but a different name entirely.
- Josh Fairburn NoneRight, that's one home, it was renamed after the refurbishment. Match those.
- Hamza Akhtar NoneMatched. Next one.
- Josh Fairburn NoneThis one is two homes, not one. They share a site but they're registered separately, so fee invoices are separate.
- Hamza Akhtar NoneOkay, that's useful. So I'd keep them as two and share the site name as an attribute. Does the regulator treat them as two?
- Josh Fairburn NoneYes. Two registrations, two reports. I'll note it for Shona as well, she'll care.
- Hamza Akhtar NoneThat's most of the yellow ones. Just a few left that I'd rather you confirm with a home manager than guess.
- Josh Fairburn NoneYeah, I'll ask. Send me the list of those and I'll come back by Monday.
- Hamza Akhtar NoneWill do. Then once those land, a question in the brain like which homes had the most incidents and the most family contact in the last month will come back per home, not per spreadsheet row.
- Josh Fairburn NoneThat's exactly what Natasha wants. She keeps asking what the evidence trail is for every number, so if the home name is right and the source is visible, she's happy.
- Hamza Akhtar NoneYes, every answer shows the records it came from, so that should help her. Shall I show you one?
- Josh Fairburn NoneGo on.
- Josh Fairburn NoneOh, that's neat. So I can click through to the original incident record from the answer.
- Hamza Akhtar NoneThat's it. Right, users. How did the first wave go?
- Josh Fairburn NoneBetter than I thought. More people have logged in than I expected, and I've had a few questions, mainly how do I ask it something properly.
- Hamza Akhtar NoneThat's what the training is for. We've got the session booked for next week, and I'd like Shona on it since she'll use it for quality and compliance.
- Josh Fairburn NoneShe's up for it. She's already tried it on her own and got a bit lost with the filters.
- Hamza Akhtar NoneUnderstandable. We'll cover filters, saving questions, and what to do when an answer looks wrong. Anything you want me to include?
- Josh Fairburn NoneMaybe how to tell whether the data's fresh. People will ask that when a number looks old.
- Hamza Akhtar NoneGood one. Last refresh time sits at the top of each answer, I'll show them. Okay, I think we're in good shape. I'll send the mapping leftovers today.
- Josh Fairburn NoneBrilliant. Thanks Hamza.
- Hamza Akhtar NoneLast thing, I've saved the mapping so nothing's lost. Speak next week, Josh. Cheers.