Quarrington Care Network / BB-Demo – Onboarding
Callcompleted
Quarrington Care Network: documents · 2026-05-13 16:15
Onboarding call with Quarrington Care Network on Growth. The brain's referral count for one hospital group does not tie to Trent Nakamura's report, and adoption is thin. Contracts is the next connector, and the customer is pleased with early field use.
What was said
What this says
Current to 11 Oct 26Onboarding call with Quarrington Care Network on Growth. The brain's referral count for one hospital group does not tie to Trent Nakamura's report, and adoption is thin. Contracts is the next connector, and the customer is pleased with early field use.
What happened: Ollie Pearson ran onboarding with Danielle Okonkwo and Trent Nakamura on 13 May 2026. Trent showed that the brain's referral count for one hospital group does not match his own report, because the brain reads the CRM created date and not intake accepted status.
Customer view: Danielle opened with a liaison who walked into a hospital meeting knowing the physician's last conversations. She also said only about two people had logged in.
Commercial: Quarrington is on Growth, with three of eight connectors live and 40 licensed users. Thin early use is the value risk heading towards renewal, and contracts is the connector the liaisons want next.
Watch: Trent is the most active user and the admin, so the programme leans on one person. The mapping change must tie to his report, or confidence in the numbers will not hold.
Themes
Current to 9 Oct 26Theme
Onboarding, referral count mismatch
Importance
praise
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Ollie Pearson changes the referral mapping to accepted status and reruns the comparison with Trent.
- Danielle requests contracts folder access from legal, and Ollie brings that connector in.
- Ollie runs a short live session for a small liaison group with Hollie Grieve present.
Risks
Current to 9 Oct 26- The referral count does not tie to Trent's report, which could erode trust in the brain.
- Only about two people have logged in, so value is not yet visible to the wider team.
- Trent is the most active user and the admin, which is a key-person dependency.
Opportunities
Current to 9 Oct 26- Patient services is waiting as a second user group on the 40 Growth seats.
- Contracts, intake and finance connectors would deepen use within the eight Growth connectors.
Transcript
Ollie Pearson NoneHi both, can you hear me alright? I've got you on screen but I'm not sure the audio's coming through on my side.
Danielle Okonkwo NoneLoud and clear, Ollie. Hi. Trent, you there?
Trent Nakamura NoneHere, yeah. Sorry, I was just finishing something in a spreadsheet. Hi, Ollie.- Ollie Pearson NoneNo problem at all. Thanks for making time. I know it's a busy week for you, so I'll try to keep us inside the hour, and we've only got forty-eight minutes booked anyway.
- Danielle Okonkwo NoneGood. Before we start, I have to tell you something. One of our liaisons walked into a hospital group meeting this week and knew the referring physician's last three conversations with us. She'd seen it all in one place. The physician actually asked her how she knew. That's exactly why I wanted this.
- Ollie Pearson NoneOh, that's lovely to hear. Was that from the pages, or from the chat?
- Danielle Okonkwo NonePages, I think. She's not a chat person yet. Honestly, she's one of maybe two people who've even logged in, which is partly why I wanted this call.
- Ollie Pearson NoneRight, yeah, I've seen that in the usage. We'll come to it. Trent, I think you had something you wanted to raise first?
- Trent Nakamura NoneI do. So, the first thing: that doesn't tie to my numbers. I looked at the referral counts the brain shows for one hospital group against the report I built last year, and they're off. Not wildly, but off. And I can't have two answers to the same question.
- Ollie Pearson NoneOkay. That's fair, and it's a good one to find this early. Do you remember which hospital group, and which period you compared?
- Trent Nakamura NoneI'll send you the exact one. It was the last full quarter. My report counts a referral when the intake team marks it accepted. I think the brain is counting when the referral first appears in the CRM.
- Ollie Pearson NoneThat's very likely the cause. So the brain is currently reading the CRM record created date, because that's what we mapped in the first load. It isn't looking at your intake status at all.
- Trent Nakamura NoneWhich source wins? That's the question. If the CRM says one thing and the intake system says another, I need to know which one the brain believes, and I need it written down.
- Ollie Pearson NoneYes. And that's actually a decision for you two, not for us. What I'd suggest is we document it as a rule. Accepted status from the intake data is the referral, the CRM is the relationship, and the brain reports the referral count from the first one.
- Danielle Okonkwo NoneI like that. Liaisons don't care about the technical bit. They care that the number I quote to leadership is the number Trent quotes. Same number. Done.
- Trent Nakamura NoneAgreed, as long as I can see the logic. I'll reconcile it on my side once Ollie's changed the mapping, and I'll tell you if it still doesn't tie.
- Ollie Pearson NonePerfect. I'll write that one up as the first item on the follow-up. Let me share my screen so we can look at where the connectors are. Can you see it?
- Danielle Okonkwo NoneYep, we see the list.
- Ollie Pearson NoneGreat. So you're on Growth, which gives you eight connectors and forty users. Right now we've got three connectors live. Your CRM, the helpdesk and the call recorder. They're all loading nightly and the refresh is finishing well before seven in the morning your time.
- Trent Nakamura NoneWhich is the three I set up with you in the first week. Fine. What's next on the list, and what's the order?
- Ollie Pearson NoneLet me put it as options, because it depends on what Danielle's liaisons need first. The ones we've talked about are the intake system, the contracts folder, your shared drive for the referral agreements, and the finance system for the referral-related contract values.
- Danielle Okonkwo NoneContracts first. No question. The liaisons keep asking me what we agreed with a hospital before they walk in. I'd rather they see it than ask me.
- Trent Nakamura NoneI'd go intake first, honestly. Because if intake isn't right, then everything on the referral side is a guess, and that's the thing we just talked about.
- Danielle Okonkwo NoneTrent, I hear you, but contracts is what the liaisons will actually open. If they open it and it's empty, we lose them.
- Ollie Pearson NoneCan I suggest we don't pick one? The intake mapping is a small change to a connector that's already live in the sense that the data's in your CRM. So I can do that within the next few days. Then contracts is the next connector we bring in properly.
- Trent Nakamura NoneThat works. So intake mapping fix first, then contracts. Which means I need to give you access to the contracts folder. Who's got the key on that? I think it's with our legal team.
- Danielle Okonkwo NoneIt is. I'll loop in the liaisons' ops lead and our legal contact. I can ask for it today. I need this by Friday if I can have it.
- Ollie Pearson NoneFriday for the access request is realistic. The connector itself takes a bit longer, because we do a test load before we switch it on for everybody. But I'll aim to have you looking at contracts the week after next.
- Danielle Okonkwo NoneGood. Because, I'll be honest, the first two weeks have been quiet. People got the invite, they logged in once, and then they went back to what they know.
- Ollie Pearson NoneThat's really common, and it's not a problem with the product. It's usually that nobody's been told what to ask. Trent, do you want to say what you've seen in the admin view?
- Trent Nakamura NoneSo, bullets. One, I'm basically the most active user. Two, Danielle's in there now and then. Three, one liaison, the one she mentioned. Four, everyone else is invited but hasn't touched it. So the average is barely over one person a day.
- Ollie Pearson NoneWhich is about right for the first couple of weeks. Not where we want it to be by the end of the month, though.
- Danielle Okonkwo NoneNo. Let's loop in the liaisons. What do we do, a session? A video? I don't want a hundred-page guide that nobody reads.
- Ollie Pearson NoneAgreed, no guide. I'd do a short live session, about thirty minutes, with a small group first. Maybe five or six liaisons that you trust to be honest. We use their own referrers, their own hospitals, and we ask the brain real questions.
- Danielle Okonkwo NoneI like honest. I'll pick them. Some are going to be sceptical, and that's fine, I want sceptical.
- Trent Nakamura NoneI want to be in that session, too. If somebody asks a question the brain gets wrong, I'd like to see it live rather than hear about it afterwards.
- Ollie Pearson NoneDefinitely. And Hollie Grieve, who's your customer success manager, will join that one as well, because she'll own the check-ins from here on and it's good for her to hear the questions first hand.
- Danielle Okonkwo NoneGreat. Hollie's been lovely so far. Jordan too.
- Ollie Pearson NoneI'll pass that on. Okay, a slightly more serious bit. Because you're a HIPAA organisation and we signed the business associate agreement, I want to be clear about how we handle identifiable information so everyone is on the same page.
- Trent Nakamura NoneYes, please. This is the one where I don't want anything left vague.
- Ollie Pearson NoneSo the brain runs inside your own Snowflake account. The data doesn't leave it. That's the main point. What I'd ask is that nobody puts patient identifiers into a support ticket or a chat to us, or into an email. If we need to look at a record, we ask for the record reference and we look at it inside your environment.
- Danielle Okonkwo NoneThat's a rule I already live by. I never put patient details in email, ever. But I'll say it again to the liaisons in the session, because that's the one that gets people in trouble.
- Trent Nakamura NoneAnd access? Who can see what? I need that mapped before we widen it. Referral relations should see referrers and contracts. They shouldn't see everything the patient services team sees.
- Ollie Pearson NoneRight, and that's configured by group in the admin settings. You're the admin, so you control it. What I'd suggest is we do it together in the next session. Two groups to begin with, referral relations and patient services, and we agree what each can see before we invite anybody else.
- Trent Nakamura NoneGood. I'll draft the list of who should be in which group. It's probably most of the forty seats, but not all at once.
- Ollie Pearson NoneSure. And on that, the forty is the licence, so you've got headroom. You don't have to use them all in week one.
- Danielle Okonkwo NoneFine by me. I'd rather have twelve people who love it than forty who ignore it.
- Ollie Pearson NoneThat's a good way to put it. Now, you had one ticket come in last month, Trent. It was about the helpdesk connector. Do you want to say how that went?
- Trent Nakamura NoneIt was fine. It was a how-to, really. Why a field wasn't showing. Answered the same day, I think. I wouldn't call it an issue.
- Ollie Pearson NoneGood. That's what I saw too. The field needed to be switched on in the mapping, which is just part of setting up. So no concerns there.
- Trent Nakamura NoneOne more thing on that. I'd rather the brain answered questions than I built another report. At the moment I'm still getting requests for one-off referral reports from the leadership team. How do I get out of that?
- Danielle Okonkwo NoneThat's me, partly. Sorry. I send you the request because I know you'll get it right.
- Trent Nakamura NoneNo, I know. It's fine. But it's the thing I'm trying to stop doing.
- Ollie Pearson NoneSo here's what I'd try. The next time Danielle's leadership asks for a referral trend, Danielle asks the brain first. If it answers it, and Trent agrees the number ties, then that question becomes a saved page and nobody needs to ask again. If it doesn't tie, then it's a mapping problem and we fix the mapping.
- Danielle Okonkwo NoneWhat's the referral trend? That's the question I get every Monday. Can we start with that one?
- Ollie Pearson NoneYes. Let's try it now, actually, if you don't mind. I'll ask it in the chat and you can tell me if the answer looks like what you'd expect.
- Danielle Okonkwo NoneGo ahead.
- Ollie Pearson NoneOkay, so I've asked it for the referral trend by referring hospital group over the last few months. It's come back with a table and a short summary. Can you see it?
- Danielle Okonkwo NoneI can. Huh. That's mostly right. The top group is right. That one's lower than I'd expect, though.
- Trent Nakamura NoneThat's the one that doesn't tie. That's the same group I was looking at. Because of the created date thing, right?
- Ollie Pearson NoneMost likely, yes. Some of their referrals are created in the CRM late, after intake has accepted them, so the date is shifted. Once the mapping uses accepted status it should move into line. I'll rerun this after the change and we'll compare.
- Trent Nakamura NoneOkay. I'll keep my numbers for that group so we can compare line by line. I'd rather prove it than assume.
- Danielle Okonkwo NoneI like that you didn't hide it, Ollie. A lot of vendors would've said the number's right and moved on.
- Ollie Pearson NoneWell, it might not be right. That's the whole point of doing it live. Okay, let me stop sharing and talk about what happens over the next few weeks, because I want to leave you with something concrete.
- Ollie Pearson NoneSo the plan as I'd write it. One, I change the referral mapping to use accepted status and we rerun the comparison. Two, you request access to the contracts folder and I bring that connector in. Three, we run the small liaison session. Four, we agree access groups. Five, we look at the intake system and the finance connector once those are bedded in.
- Trent Nakamura NoneCan you put that in writing? With the owner next to each? I'll put it in our project tracker so we don't lose it.
- Ollie Pearson NoneOf course. I'll send it after the call today. Owner on each line, and what I need from you.
- Danielle Okonkwo NoneAnd a date. I like dates.
- Ollie Pearson NoneFair. I'll give you week by week rather than precise days, because the access request is the part I can't control. If it comes through by Friday, we're in good shape.
- Trent Nakamura NoneIs there anything on the Snowflake side you need from me? I know we set up the role in the first week, but I don't know if that covers contracts.
- Ollie Pearson NoneGood question. For contracts we shouldn't need anything new in Snowflake. It's a new source going into the existing database. But I'll double check the role permissions and tell you if anything's missing.
- Trent Nakamura NoneFine. I'll leave that one with you.
- Danielle Okonkwo NoneCan I ask something slightly different? Our patient services team is feeling left out. They heard about it from us and they want to know when they get it.
- Ollie Pearson NoneThat's a good thing to hear. They're in the plan, as the second group. I'd rather get referral relations working properly first, then bring patient services in with a similar session. If we try to do both at the same time, we'll get both half right.
- Danielle Okonkwo NoneThat makes sense. I'll tell them after the liaison session. It'll give them something to look forward to.
- Trent Nakamura NoneOne thing for the follow-up. I want a written note of the mapping change, the before and after. For my own audit trail. Not a big document. A paragraph.
- Ollie Pearson NoneNo problem. A paragraph on what was read before, what's read now, and the date it changed.
- Danielle Okonkwo NoneOkay. I think I'm good. Trent, anything else?
- Trent Nakamura NoneOnly that I'd like us to check back in a couple of weeks, with the active user number, and see whether it's moved. I don't want us to drift.
- Ollie Pearson NoneAgreed. I'll set that up, and I'll make sure Hollie's on it as well. I'll send the plan and the invite today.
- Danielle Okonkwo NoneWonderful. This was useful. Thanks, Ollie.
- Trent Nakamura NoneThanks. Speak soon.
- Ollie Pearson NoneThanks both. Speak soon, cheers.
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