Quarrington Care Network / BB-Demo – Kickoff
Callcompleted
Quarrington Care Network: documents · 2026-05-06 14:15
Kickoff for the Growth build. Danielle Okonkwo wants one view per referrer. Marisol Vega set the conditions: no connector goes live before she reviews the scope and architecture notes, and email stays out for now.
What was said
What this says
Current to 11 Oct 26Kickoff for the Growth build. Danielle Okonkwo wants one view per referrer. Marisol Vega set the conditions: no connector goes live before she reviews the scope and architecture notes, and email stays out for now.
What happened: Hollie Grieve and Ollie Pearson proposed four first connectors: CRM, helpdesk, call recorder and contracts folder. Email and the patient services team were held back for separate decisions.
Customer view: Danielle sees the value in the referrer view and said it is exactly why they bought. Marisol Vega gates every source, and Trent Nakamura wants a system of record agreed per question and a second admin.
Commercial: Hollie restated Growth with forty users, up to eight connectors and a term to 29 Apr 2027. Adding patient services later would be a seat and scope conversation.
Watch: The privacy gate and a single admin could delay the first visible value for the liaisons.
Themes
Current to 9 Oct 26Theme
Kickoff and privacy gates
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Ollie Pearson to send Marisol the scope note by Friday and the architecture note early next week.
- Trent to send a rough referrer mapping early next week and nominate a second admin.
- Danielle to send the named user list and pick the referrer for the first page.
Risks
Current to 9 Oct 26- Nothing goes live until Marisol Vega has reviewed the scope and architecture notes, so go-live timing rests on her sign-off.
- Trent Nakamura is the only admin until a second is named.
- Trent worries the brain's referral numbers will not tie to his existing reporting.
Opportunities
Current to 9 Oct 26- Patient services could be added later as a separate step, which would add users.
- Danielle Okonkwo wants one referrer page by the end of the second block to show leadership.
Transcript
Hollie Grieve NoneHello, hello. Can everyone hear me alright?
Danielle Okonkwo NoneLoud and clear. Hi, Hollie. Hi, everyone.
Trent Nakamura NoneHi. I can hear you, my video's just catching up.- Hollie Grieve NoneLovely. Marisol, I can see you on the list. Are you with us?
Marisol Vega NoneI am here, thank you. The room display is being temperamental, so I will stay on audio for the moment.
Ollie Pearson NoneHi all. Sorry, headset trouble. Right, I'm here now, can you hear me?- Danielle Okonkwo NoneYep. Good to have you, Ollie.
- Hollie Grieve NoneGreat, that's all of us. Before we start, Danielle, you look like you've got something to tell us.
- Danielle Okonkwo NoneI do. Quick win from the field. One of my liaisons walked into a hospital discharge team last week and the referrer said, you people never call us back. She'd had no idea. Nobody had told her there was an open complaint from that same hospital sitting in the helpdesk. She found out in the car park. That is exactly why we bought this.
- Hollie Grieve NoneOuch. But yes, that's the picture we're trying to fix. One view per referrer, before the liaison walks in.
- Danielle Okonkwo NoneRight. Liaisons who know the referrer before they walk in. That's the whole thing.
- Hollie Grieve NoneSo, today. This is the kickoff, and I want to leave the hour with four things clear. What's in scope, which sources we connect first, who owns what on your side and ours, and the security conditions, because I know Marisol has those. Does that sound right?
- Danielle Okonkwo NoneSounds right. Let's loop in the liaisons once we have a plan, but let's get the plan first.
- Marisol Vega NoneIf I may, before we go further. I would like to confirm what data is in scope for this call and for the project. Is any PHI in scope for what we are discussing today?
- Ollie Pearson NoneFair question, and I'd rather answer it properly than quickly. For today, no. We're planning, nobody's moving anything. For the project, the brain gets built and runs inside your own Snowflake account. We don't take a copy out to our side. What goes into it depends on what you choose to connect, and that's the bit we should agree together.
- Marisol Vega NoneUnderstood. I will want that in writing, with the specific sources named. The business associate agreement is in place and I intend to keep it current, but it does not replace a data scope. Minimum necessary applies.
- Hollie Grieve NoneCompletely agree. Ollie will write that up as a scope note and you can mark it up.
- Marisol Vega NoneThank you.
- Hollie Grieve NoneSo, just so we're all looking at the same contract. You're on Growth. Forty users, up to eight connectors, dashboards builder, and a quarterly review with me. The term runs to 29 Apr 2027, so there's a full year to show this working. Nothing on price today, that's all done.
- Danielle Okonkwo NoneGood. Forty seats covers my liaisons and then some. I'd like the patient services team on there too, eventually.
- Marisol Vega NoneI would like to flag that now. Patient services handles content that is considerably closer to clinical information than referral relations does. I would not want that team added to this project by default.
- Danielle Okonkwo NoneFair. Not by default. Referral relations first, patient services second, and you sign off the second one.
- Marisol Vega NoneThat is acceptable, provided it is documented as a separate step.
- Ollie Pearson NoneThat fits how we'd phase it anyway. Can I walk through the plan? I'll share my screen, give me a second.
- Danielle Okonkwo NoneGo for it.
- Ollie Pearson NoneOkay, can you see that? Right. Growth implementation is eight weeks. I've split it into four blocks. First block is access and security: service accounts, who can see what, the scope note Marisol just asked for. Second is the first connectors. Third is data checks, which is where Trent will earn his keep. Fourth is getting the liaisons using it, with training and a proper handover.
- Trent Nakamura NoneCan I jump in on block three? Because that's where I get nervous.
- Ollie Pearson NonePlease do.
- Trent Nakamura NoneMy worry is simple. I built the referral reporting the liaisons used before. If the brain says a hospital sent us a certain number of referrals and my report says something else, that doesn't tie to my numbers, and then nobody trusts either. So: which source wins when they disagree?
- Ollie Pearson NoneGood, that's the right question to ask early. We don't pick a winner silently. For each thing the brain reports, say referral count or open tickets for a referrer, we agree one system of record up front and write it down. If the brain and your report differ, we trace it back to the source and fix the rule, not paper over it.
- Trent Nakamura NoneOkay. So I'm not just trusting it. I can see the lineage.
- Ollie Pearson NoneYes. You're the admin, you'll be able to see where each answer came from.
- Trent Nakamura NoneGood. Then here's what I'd propose, and I'll put it in bullets after the call anyway. One, the CRM is the system of record for referrer names and hierarchy. Two, the helpdesk for open issues. Three, contracts come from the contracts folder, not from anyone's memory. And my guess is the hospital names are messy across all three.
- Danielle Okonkwo NoneThey are very messy. Same hospital, three spellings. One of them has the old name from before the merger.
- Trent Nakamura NoneWhich is why I'll reconcile it. I'll build a mapping of referrer names and you can have the brain use that. I don't want a liaison seeing the same hospital twice.
- Ollie Pearson NoneThat's perfect, honestly. A clean mapping up front saves us weeks later. If you can get me a first version, even rough, I'll load it in the second block.
- Trent Nakamura NoneI can have a rough one by early next week.
- Hollie Grieve NoneBrilliant. Let me capture that. Trent, rough referrer mapping to Ollie, early next week.
- Danielle Okonkwo NoneWhile you're writing, what's the referral trend going to look like on day one? Because leadership will ask me the minute this is live.
- Ollie Pearson NoneHonestly, day one it'll be thin. The brain shows what's been connected and indexed. Referral trend depends on the history we load. I'd rather you tell leadership it builds as sources come in than promise a trend that isn't there yet.
- Danielle Okonkwo NoneOkay. I appreciate the straight answer. I'd still like something I can show them by the end of the second block. Even one referrer page.
- Hollie Grieve NoneI think that's realistic. One referrer page, built on real connected data, at the end of block two. We'll agree which referrer so it isn't a surprise.
- Danielle Okonkwo NoneI'll pick a good one. One of our largest hospital partners.
- Ollie Pearson NoneLovely. Now, connectors. You've got up to eight on Growth, and I wouldn't use all of them straight away. My suggestion is start with four. Your CRM for referrers and contacts, the helpdesk for tickets, the call recorder, and the contracts folder. Keep the rest in reserve.
- Trent Nakamura NoneWhy not email as well? That's where half the liaison conversation lives.
- Marisol Vega NoneI would object to that, at least at this stage. Email is exactly where scope creep begins. Liaison mailboxes will contain material that should never reach this system. Minimum necessary means we do not connect it merely because it is available.
- Danielle Okonkwo NoneMarisol's right, and I say this as the person who wants the email. Mine would be full of things I should not be putting anywhere. Never in email, that's my own rule.
- Ollie Pearson NoneUnderstood. So email stays out of the first phase, and if you revisit it, it's a separate decision with Marisol's sign-off. That also keeps your first four tidy.
- Marisol Vega NoneI would also like to address the call recorder. Calls with referrers may contain clinical details spoken aloud. I need to understand how you would keep that out, or whether you would rather we excluded certain call types.
- Ollie Pearson NoneRight. Two options, and I'd lean to the more cautious one. We connect only the calls tagged as referral relations, nothing from patient services, so the likely content is business talk about volumes and relationships. And we don't pull the full transcript text if you'd rather not, we can start with titles, participants and summaries.
- Marisol Vega NoneI prefer summaries only to begin with. Can you evidence that the transcript text is not stored? I am not able to accept an assurance that we do not store that without something I can examine.
- Ollie Pearson NoneCompletely fair. I'll give you a short architecture note and the access and audit logging setup, and once it's built you can inspect the tables yourself in your own Snowflake account. You won't have to take our word.
- Marisol Vega NoneThat is what I require. Please also include how access is granted and revoked. I need to document the control.
- Ollie Pearson NoneWill do. Access, revocation, audit trail, all in the note.
- Hollie Grieve NoneMarisol, would it help if we booked a short session just on this, you and Ollie, before the first connector goes live?
- Marisol Vega NoneYes. I would prefer that nothing goes live before I have reviewed the note and we have spoken.
- Hollie Grieve NoneThen that's the gate. No connector goes live until Marisol has reviewed the scope note and the architecture note. I'll put it at the top of the plan.
- Danielle Okonkwo NoneGood. Does that hold us up much?
- Ollie Pearson NoneNot if the notes go out this week. It's the first block anyway, so it sits where it should.
- Danielle Okonkwo NoneThen I need this by Friday, the notes with Marisol. Can we do Friday?
- Ollie Pearson NoneFriday works for the scope note. The architecture note might spill into early next week, I'd rather get it right.
- Marisol Vega NoneI would prefer correct over quick.
- Danielle Okonkwo NoneFine, fine. Friday for the scope note, early next week for the rest.
- Hollie Grieve NoneGreat. Now users. You have forty licensed. Danielle, who do you see as the first group?
- Danielle Okonkwo NoneLiaisons, all of them, plus my two regional leads and a couple of people from my own team. Then Trent as admin. I'll send you the actual list. I'd rather name them than guess.
- Trent Nakamura NoneAnd I'd like a second admin. I don't want everything hanging on me. If I'm out sick, who sorts out a stuck connector?
- Hollie Grieve NoneGood call. A single admin is a risk, we see it a lot. Pick someone on your team and we'll set them up alongside you.
- Trent Nakamura NoneI'll find someone. Probably one of my analysts.
- Danielle Okonkwo NoneAnd one more from me. When a liaison complains, and they will, I want it answered. Who do they go to? Not into a void.
- Hollie Grieve NoneMe, in the first instance, and Ollie during the build. There'll be a shared channel and I'll set expectations for how quickly we come back. I'll make sure a liaison's complaint never sits.
- Danielle Okonkwo NoneThat's what I need to hear.
- Ollie Pearson NoneCan I pull the threads together? I'd like to read back the actions so nobody's guessing.
- Hollie Grieve NonePlease. Go ahead.
- Ollie Pearson NoneRight. One, I send Marisol the scope note by Friday, naming the first four sources, with the call recorder limited to referral relations summaries. Two, I send the architecture and audit note early next week, and Marisol and I speak before anything goes live. Three, Trent sends a rough referrer mapping early next week and nominates a second admin. Four, Danielle sends the named user list and picks the referrer for the first page. Five, patient services is a separate decision later, with Marisol's sign-off. Email is out for now. Did I miss anything?
- Trent Nakamura NoneOne: I want the check on record counts per source before we trust it. I'll never overstate what the data shows, so I want the numbers in front of me before anyone tells leadership anything.
- Ollie Pearson NoneYes, that's block three, and I'll make sure the counts are in the report you get.
- Hollie Grieve NoneAnd from me, I'll send the notes and the plan tonight, and set up a short weekly check-in while we build. Same slot each week unless that's awkward for you.
- Danielle Okonkwo NoneWeekly is good. Keep it short.
- Hollie Grieve NoneAlways short. Any last questions before we let you go?
- Marisol Vega NoneOnly that I will respond to the scope note in writing, and I will be exact in my comments. I would ask that the team not take that as obstruction.
- Ollie Pearson NoneNot at all, exact is what we want.
- Danielle Okonkwo NoneShe's the reason I sleep at night. Okay, thanks all. This feels good.
- Trent Nakamura NoneThanks everyone. Bullets coming.
- Hollie Grieve NoneThanks, all. Speak soon, take care.
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