Quarrington Care Network / BB-Demo – Demo
Callcompleted
Quarrington Care Network: documents · 2026-02-18 16:45
Demo to Danielle Okonkwo and Trent Nakamura. Trent found a referral count that did not tie to his report, and lineage pointed to duplicate logging. Growth is quoted at £62,000, with a liaison session and security answers still to come.
What was said
What this says
Current to 11 Oct 26Demo to Danielle Okonkwo and Trent Nakamura. Trent found a referral count that did not tie to his report, and lineage pointed to duplicate logging. Growth is quoted at £62,000, with a liaison session and security answers still to come.
What happened: Trent opened by saying the sample count was lower than his own report. Hannah Lowe opened the lineage and showed four rows with the same referrer, date and branch collapsed into one.
Customer view: Trent called it consistent with double logging but will confirm against the intake log. Danielle said she was glad he found it and wants liaisons to try it first.
Commercial: Jordan Pike quoted £62,000 for Growth, the whole package and not a yearly figure. Danielle cannot commit budget, and a decision is aimed for 16 Apr 2026.
Watch: Trent is one person and carries the connector work. The business associate agreement is drafted, and the security answers are still owed in writing.
Themes
Current to 9 Oct 26Theme
Data reconciliation and Growth quote
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Jordan Pike to send liaison session options today and the written breakdown of the total.
- Hannah Lowe to send the written counting rule and the security responses available at this stage.
- Trent Nakamura to send the liaison short list and intake extract, and reconcile the count.
Risks
Current to 9 Oct 26- Trent's referral count does not tie to the sample until he confirms the duplicates against the intake log.
- Danielle cannot commit budget and needs liaison feedback, security answers and the number before she can push.
- Trent is the only person on the customer side supporting the connector work.
Opportunities
Current to 9 Oct 26- Growth at £62,000 for the whole package, with a decision aimed for 16 Apr 2026.
- Fewer hand-built referrer reports would give Trent a clear personal benefit.
Transcript
Jordan Pike NoneHi everyone. Can you hear me okay? I'm getting a little echo on my side.
Danielle Okonkwo NoneHey Jordan, yes, loud and clear. Trent's just dialling in, he was stuck in a hallway.
Trent Nakamura NoneHere, sorry. Had to find a room with a door. Can you see me? No? Hang on, camera's off.
Hannah Lowe NoneGood afternoon, both. No rush at all, we're only just starting.- Jordan Pike NoneGreat. So, quick agenda and a time check. We have just under an hour. Hannah will walk through the brain on a sample of your referral data, we'll leave plenty of room for questions, and in the last ten minutes or so we'll talk about where we are and what the next steps look like. Does that work?
- Danielle Okonkwo NoneThat works. Can I start with a quick win from the field? Because it's the reason I'm pushing on this.
- Jordan Pike NonePlease. I love a win.
- Danielle Okonkwo NoneOne of my liaisons in Indiana walked into a hospital discharge office last week and the case manager said, you guys dropped the ball on that one family. And she had no idea. Nobody had told her. She called me from the parking lot. Ten minutes later we'd pieced it together from three different places. That is exactly what I never want to happen again. So she was fine in the end, but it took a scramble.
- Hannah Lowe NoneThat's a helpful example, because it's precisely the kind of thing we'll try to reproduce today. One referrer, one view, with the calls, the tickets and the contract in the same place.
- Danielle Okonkwo NoneRight. Exactly.
- Trent Nakamura NoneOkay, can I jump in before we start? I'll be honest, I found a discrepancy when I looked at the sample extract you sent over.
- Jordan Pike NoneGo for it. Better now than later.
- Trent Nakamura NoneSo, one of the hospital systems. In my own referral report it shows a certain count for last quarter. In your sample it's lower. That doesn't tie to my numbers. And before anyone says it, I know it's a sample, but the gap is too big to be rounding.
- Hannah Lowe NoneOkay. Thank you for flagging it, and I'd rather deal with it than skip past it. To be precise, I don't yet know which side is right. The short answer is, it's probably a counting rule. The longer answer is that your report may count every referral event, and the brain, in the sample, counts one referral per referrer record after de-duplication. Is your report built from the intake log directly?
- Trent Nakamura NoneIt is. Straight from intake, joined to the referrer table. So duplicates could be in there. We've had that before, when two branches log the same call.
- Hannah Lowe NoneRight. Then I'd suggest we do this. When I get to the referrer page, I'll open the source lineage for that hospital and we can see which records fed the count. If it's duplicates, we'll see them. If it's a missing connector or a filter, we'll see that too.
- Trent Nakamura NoneOkay. Which source wins, though, if they disagree? That's the question I always have.
- Hannah Lowe NoneGood question, and it's configurable. You decide the order of precedence per field, and the brain shows you which source it used. I'll show you where that setting lives.
- Trent Nakamura NoneGood. I'll reconcile it on my side as well, then we can compare.
- Jordan Pike NonePerfect. Hannah, over to you. Share your screen whenever you're ready.
- Hannah Lowe NoneSharing now. Can you see the home page? Let me know if the text is too small.
- Danielle Okonkwo NoneYes, I can see it. Bigger would be better, my eyes are not what they were.
- Hannah Lowe NoneNo problem. Is that better? Good. So, this is the sample environment, loaded with the extract Trent sent. Nothing here is live and nothing leaves your control. In a real deployment the brain is built and run inside your own Snowflake account, so the data stays where your data already lives.
- Danielle Okonkwo NoneThat's the part our compliance people will care about. Keep going, I want to see the referrer view.
- Hannah Lowe NoneRight, I'll search for the hospital system Trent mentioned. There. This is the referrer page. At the top you've got the organisation and its facilities. Underneath, a timeline: calls your liaisons logged, emails, helpdesk tickets from the patient services team, and the contract record.
- Danielle Okonkwo NoneOh, that's nice. So a liaison opens this before she walks in.
- Hannah Lowe NoneYes. And she doesn't need to know which system anything came from. Each item says where it came from, but she's not hunting through the CRM, then the helpdesk, then the call recorder.
- Danielle Okonkwo NoneWhat's the referral trend? Can it show that? Because the leadership team asks me that every single week.
- Hannah Lowe NoneLet's ask it. I'll type the question into the chat: what is the referral trend for this hospital system over the last two quarters, by facility. It takes a moment.
- Trent Nakamura NoneCome on, come on.
- Hannah Lowe NoneThere we go. So it answers in plain sentences first, then gives you the table underneath. You'll see two facilities are up and one is down. And each line is clickable, so you can see the records behind the number.
- Danielle Okonkwo NoneThe down one. Is that the one the liaison was complaining about?
- Trent Nakamura NoneIt might be. Can you click into that one? That's the one that doesn't tie.
- Hannah Lowe NoneOf course. Opening the lineage. So here are the records counted. And, Trent, if you look at the second column, these four rows have the same referrer, the same date and the same branch. The brain has collapsed them into one.
- Trent Nakamura NoneHuh. Yeah. Okay. That's the double logging. I'd have to check, but that looks like exactly the problem I mentioned. So my report overstates.
- Hannah Lowe NonePossibly, and I want to be careful here. I'd say it's consistent with duplicate logging. I wouldn't say your report is wrong until you've confirmed it against the intake log. I'll put that in writing, with the rule the brain applied, so you can test it.
- Trent Nakamura NoneFair. That's all I ask. I never want to overstate what the data shows, either direction.
- Jordan Pike NoneAnd to be transparent, this is why we do the demo on your data rather than ours. Slides never show you a mismatch like that.
- Danielle Okonkwo NoneHonestly, I'm glad Trent found it. Okay, next. Tickets. My patient services team gets calls from hospitals about a delayed start of care. Can a liaison see that?
- Hannah Lowe NoneYes. Let me filter the timeline to tickets only. These are from the helpdesk connector. You can see the category, the status and who handled it. A liaison sees the open ones first, which is the thing she'd want before a visit.
- Danielle Okonkwo NoneGreat. Now, one thing. Nobody puts patient information in an email, ever. Is any of that in here?
- Hannah Lowe NoneGood one to raise. The short answer is, the brain only holds what your connected systems hold and what you choose to connect. The longer answer is that we'd agree with you, field by field, what is brought in and what is excluded, and that goes in the design document. I won't claim more than that until I've confirmed the specifics with our security lead, and I'll put the answer in writing.
- Danielle Okonkwo NoneGood. That's what I wanted to hear. Not a promise, a process.
- Jordan Pike NoneAnd the business associate agreement is part of the paperwork, so that's not something we skip. Here's where we are on that: it's drafted, and your legal team gets it alongside the proposal.
- Trent Nakamura NoneCan I ask about connectors? What's the effort on my side? Because I'm one person.
- Hannah Lowe NoneSensible. For the Growth tier you have a limit on the number of connectors, so we'd pick the ones that matter most first. Probably the CRM, the helpdesk, the call recorder and your intake system. I'd do the design work with you. You'd need to provide credentials and someone who knows the schema, which is you.
- Trent Nakamura NoneOkay. So bullet points. One, I grant access. Two, I explain the intake schema. Three, I check the output against my reports. That I can do.
- Hannah Lowe NoneThat's about right. And fewer one-off report requests afterwards, because the liaisons ask the brain instead of asking you.
- Trent Nakamura NoneThat's the dream. Honestly, if I never build another referrer report by hand, I'll be happy.
- Danielle Okonkwo NoneLet's loop in the liaisons. Can we get a handful of them on a session before we sign anything? I want them to try it, and I want them to tell me what's useless.
- Jordan Pike NoneAbsolutely. What would make this a yes for you, Danielle? Is it the liaison feedback, the security answers, or the number?
- Danielle Okonkwo NoneAll three, in that order. Liaisons first. If they like it, I can fight for it. And if Trent's reconciliation holds up, that helps a lot.
- Jordan Pike NoneUnderstood. So on the number, to be transparent: the total deal value we're looking at is £62,000 for Growth. That's the whole package, not a yearly figure, and I'll send you the breakdown in writing so there's no confusion about what's one-off and what recurs.
- Danielle Okonkwo NoneOkay. I hear you. I can't commit budget on this call, you know that, I'd need to take it to our finance side. But I appreciate you saying it straight.
- Jordan Pike NoneCompletely fair. We're aiming for a decision around 16 Apr 2026, which gives you time for the liaison session, the security questions and legal.
- Danielle Okonkwo NoneThat's workable. I need the liaison session set up by Friday, though, or it slips. Can you do that?
- Jordan Pike NoneI'll send options today. Hannah, can you run it?
- Hannah Lowe NoneYes. A hands-on session with a few liaisons, using their own referrers. I'll ask Trent for a short list first so I can prepare it properly.
- Trent Nakamura NoneI'll send the list, and the intake extract for the hospital system, without anything that identifies patients. And I'll reconcile that count and tell you what I find.
- Hannah Lowe NoneThank you. I'll send the written answer on the counting rule, plus the security responses we can give at this stage.
- Danielle Okonkwo NoneWonderful. Honestly, this was better than I expected. Okay, I've got another meeting.
- Jordan Pike NoneThanks, everyone. Talk soon.
- Trent Nakamura NoneThanks all. Bye.
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