Quarrington Care Network / BB-Demo – Onboarding
Callcompleted
Quarrington Care Network: documents · 2026-05-21 16:00
Second onboarding call with Quarrington Care Network. Referral counts still differ from Trent Nakamura's report, partly through duplicate referrers. The call settled strict field exclusion, connector order and a liaison pilot.
What was said
What this says
Current to 11 Oct 26Second onboarding call with Quarrington Care Network. Referral counts still differ from Trent Nakamura's report, partly through duplicate referrers. The call settled strict field exclusion, connector order and a liaison pilot.
What happened: Ollie Pearson met Danielle Okonkwo and Trent Nakamura on 21 May 2026. Trent found the brain's count higher than his report for one hospital group, and a duplicate referrer in the CRM table was part of the cause.
Customer view: Danielle shared another liaison win, preparing from one referrer page. She wants to know whether the numbers she shows leadership are safe, and agreed to show trend only for now.
Commercial: Ollie noted the customer is under contract for forty users at fifty thousand a year. Any extra users or another team is a conversation for Jordan, and the customer was content to leave it.
Watch: Trent is the only admin and the single funnel for complaints. The notes fields stay excluded under the business associate agreement, so the liaisons may find some context missing.
Themes
Current to 9 Oct 26Theme
Onboarding set-up and pilot
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 flags likely duplicate referrers and sends the pairs for Trent to approve.
- Ollie sends the field list per connector for Trent's compliance review.
- Ollie brings in the CRM and call recorder connectors, aiming at two weeks.
Risks
Current to 9 Oct 26- Referral counts still differ from Trent's report until the date rule and duplicates are settled.
- Trent is the only admin, so a stopped connector has no cover when he is away.
- Excluding notes fields may leave liaisons with less context than they expect.
Opportunities
Current to 9 Oct 26- A liaison pilot and then patient services could grow use well within the 40 licensed users.
- A fourth question on who else has a relationship with a referrer could replace Trent's one-off reports.
Transcript
Ollie Pearson NoneHello, can you hear me alright? I can see you, Danielle, but I'm not sure about the sound the other way.
Danielle Okonkwo NoneLoud and clear. Hi, Ollie. Trent's just joining, I think he's stuck in the waiting room.
Trent Nakamura NoneI'm in. Sorry, the link opened in the wrong browser profile. Hi both.- Ollie Pearson NoneNo problem at all. Good afternoon from London. I think it's still morning for you two?
- Danielle Okonkwo NoneMorning, yes. First coffee. But before we start, I have a win from the field, because it's the reason I'm excited about today.
- Ollie Pearson NoneGo on, I'd love that.
- Danielle Okonkwo NoneOne of my liaisons, the one I showed the early preview to, walked into a hospital discharge office on Tuesday. The night before she'd looked at the referrer page. She saw the calls, the open contract question, the two tickets. She fixed the contract thing in the room. Her note to me said she's never walked in that prepared. That's the whole point. One view per referrer.
- Ollie Pearson NoneThat's brilliant. Genuinely. That's exactly what we hoped the Growth set-up would do for the referral side.
- Trent Nakamura NoneCan I jump in with something before we get going? Because it's been bugging me since yesterday.
- Ollie Pearson NonePlease. Always better to hear it up front.
- Trent Nakamura NoneSo I pulled the referral counts for one of our big hospital groups out of the brain preview and set them next to my own monthly report. That doesn't tie to my numbers. The brain is higher. Not wildly, but higher. And I don't want to just assume mine is the wrong one.
- Ollie Pearson NoneRight. Okay. Do you know roughly why? Is it every month or just that group?
- Trent Nakamura NoneJust that group, as far as I can see. My guess is a few things. One, the same referrer might be sitting under two names in the CRM. Two, my report counts by the date the referral was accepted, and I think the brain might be counting by the date the record was created. Three, I'm not sure how you treat a referral that was reopened.
- Ollie Pearson NoneThat's a really good list. Yeah. The date one is my first suspect. By default the brain uses the created date on the source record, because that's the one that always exists. If your team treats accepted date as the real one, we can change which field wins for referrals.
- Trent Nakamura NoneWhich source wins, though? That's what I keep asking. If the CRM and the intake spreadsheet disagree, which does the brain believe?
- Ollie Pearson NoneWhichever you tell it to. We write it down as a rule, per field, and it's visible in the config. I'd rather we agree it with you than guess. Can I put that on the list for today? Field precedence for referral date and referrer identity.
- Trent Nakamura NoneYes. And I'll reconcile it on my side too, I'll take the one group and go line by line. Then we'll know whether it's a rule problem or a duplicate problem.
- Danielle Okonkwo NoneAnd I need to know by Friday if the numbers I'd show leadership are safe. Not perfect. Safe.
- Trent Nakamura NoneI'd say show trend, not the absolute count, until I've tied it out. The direction is right, I just don't want to overstate what the data shows.
- Danielle Okonkwo NoneFine. Trend only. Okay.
- Ollie Pearson NoneGood. Let me say what I'd planned for the call, and you can tell me if it's wrong. Three things. Where we are with the set-up in your Snowflake account and the connectors. How the business associate agreement shapes what we switch on. And then who gets into the brain, and when.
- Danielle Okonkwo NoneThat's it. That's what I want.
- Ollie Pearson NoneOkay, so first one. Everything lives inside your Snowflake account, so none of your data is copied into ours. Trent, you've already created the database and the role we asked for, which was very quick.
- Trent Nakamura NoneYeah, that was last week. I kept the role tight. It can only see the schemas you listed, nothing else. I'd rather widen it than narrow it later.
- Ollie Pearson NoneThat's the right way round. So the connectors. We've got the CRM connected and loading. The call recorder and the helpdesk are authorised but haven't pulled a full history yet. The contract documents are the one we haven't started.
- Danielle Okonkwo NoneWhich ones matter first? For me it's calls and the CRM. The liaisons live in those.
- Ollie Pearson NoneThat matches what I'd do. CRM first, which is nearly there. Then the call recorder, because that's where the richest context sits. Helpdesk after, and contracts last because they need the most care.
- Trent Nakamura NoneWhy care on contracts? Is it the format, or the content?
- Ollie Pearson NoneBoth, honestly. The format's the easy bit. It's the content. A lot of referring hospital contracts will have names and sometimes clinical wording in them, and we have to decide what's indexed and what's left out. Which brings me to the agreement.
- Danielle Okonkwo NoneRight. And I'll say this plainly. I never put patient information in email and I'm not going to start now. If anything in this system could surface a patient's name to a liaison who shouldn't see it, I need to know.
- Ollie Pearson NoneThat's fair, and that's the right instinct. So the design is this. The brain is for referrers, contracts, calls, tickets. Not clinical records. We don't connect to anything that holds patient records. But we know patient details can leak into free text, call notes, ticket bodies, that sort of thing.
- Trent Nakamura NoneYeah, call notes are the worry. Liaisons type things in a hurry.
- Ollie Pearson NoneExactly. So there are two controls. One, we can exclude fields entirely, so a free-text notes field in the CRM simply isn't read. Two, we can mask patterns before they're indexed. I'd suggest we start strict. Exclude the notes fields, run it for a couple of weeks, then see what you'd actually miss.
- Danielle Okonkwo NoneStrict first. I like that. We can loosen it, we can't un-leak it.
- Trent Nakamura NoneAgreed. Can you send me the list of fields per connector that will be read? Bullet points, one line per field. I'll go through it with our compliance people before anything else switches on.
- Ollie Pearson NoneYes, I'll send that tomorrow, and I'll mark the ones I think are risky so you're not hunting. Hollie, our customer success manager, will be copied, so she knows what's been agreed.
- Danielle Okonkwo NoneHollie's the one we'll deal with after the set-up, right?
- Ollie Pearson NoneYes. I'm here to get you live. Once you're up and the liaisons are in, Hollie takes the day to day, the check-ins, how it's being used. Jordan stays your contact for anything commercial.
- Trent Nakamura NoneGood. Okay, can I see what the CRM load actually looks like? I'd like to look at the referrer table with you rather than hear about it.
- Ollie Pearson NoneOf course. Give me a second, I'll share my screen. Bear with me, it's on the other monitor.
- Ollie Pearson NoneRight, can you see that? This is the referrer table the brain built from the CRM. Each row is one organisation or one physician group.
- Trent Nakamura NoneYep. Scroll down a bit. There. See those two rows? Same hospital group, slightly different spelling. That's one of my duplicates, I'd bet.
- Ollie Pearson NoneYeah, you're right. That's likely your discrepancy, or part of it. The brain treats them as two referrers, so it counts both sets of referrals against the group when you roll up.
- Trent Nakamura NoneOkay, so that tells me something. It's partly mine, the CRM is messy. But I'd still want a merge to be a decision, not something the brain does behind my back.
- Ollie Pearson NoneCompletely. We don't merge silently. We flag likely duplicates, you approve the pairs, and the decision is stored so it survives the next refresh. Want me to run the flag for the whole table and send you the pairs?
- Trent Nakamura NonePlease. Say a couple of hundred rows at a time if it's long, I'll go through them with my team. I'll reconcile it, and then we compare to my report again.
- Danielle Okonkwo NoneWhile you're in there, can you show me the view a liaison would see? Not the admin one.
- Ollie Pearson NoneYes. One moment, I'll open a referrer page. This is the sort of thing your liaison would have seen on Tuesday.
- Ollie Pearson NoneSo at the top, the referrer and its contacts. Then recent calls, with a short summary. Then open tickets. Then contract status. And down the side there's a chat box where she can ask a question in plain words.
- Danielle Okonkwo NoneThat's it, that's the one. What's the referral trend for this group, can she ask that?
- Ollie Pearson NoneShe can. Trent, that one's going to depend on the date rule we just talked about, so I'd hold off showing it around until we've settled it.
- Trent Nakamura NoneRight. Which is exactly why I want to nail that first.
- Danielle Okonkwo NoneFine, but I want it before the leadership meeting. Can we say two weeks?
- Ollie Pearson NoneI think that's realistic for the CRM piece and the call recorder. I'd rather say that than promise the contracts as well. Is that okay?
- Danielle Okonkwo NoneCalls and CRM in two weeks. Contracts can follow. Done.
- Ollie Pearson NoneGood. Let me stop sharing, and let's talk about people. Who gets in, and when.
- Trent Nakamura NoneSo at the moment it's basically me and Danielle. A liaison or two have had a look in the preview, but that's all.
- Ollie Pearson NoneYes, that matches what I can see. You've got forty licensed users, so there's plenty of room. The question is the order.
- Danielle Okonkwo NoneLiaisons first. Let's loop in the liaisons. They're the ones who'll tell us if it's useful or if it's noise. Then the patient services team, because they field the hospital questions about contracts and tickets.
- Trent Nakamura NoneI'd pilot with a handful of liaisons, not all at once. Maybe one from each state. If something looks wrong in their data, I want to hear it from five people, not from everyone.
- Danielle Okonkwo NoneHmm. I'd rather more. But okay. One per state plus one extra for the biggest territory.
- Ollie Pearson NoneThat sounds sensible. And I'd keep the admin side to Trent for now. If a second admin makes sense later, say someone on your side who'd cover holidays, we can add them. Is there anyone?
- Trent Nakamura NoneThere's an analyst on my team who'd be the natural backup. I'll think about it. Right now I'd rather one person knows it properly.
- Ollie Pearson NoneFair enough. Only thing I'd flag, and it's a bit boring, is that if you're away and something stops loading, it helps to have someone else who can restart a connector. But we'll come back to it.
- Danielle Okonkwo NoneTraining. What do you do for the liaisons? They're not technical. They'll give it ten minutes and that's it.
- Ollie Pearson NoneShort and practical, then. I'd run one live session, shorter than an hour, on their own referrers rather than a demo set. Show them three questions they'd actually ask before a visit. Then a one page cheat sheet. And I'd record it so the people who can't make it can watch.
- Danielle Okonkwo NoneRecorded is good. Make the cheat sheet short. Short sentences.
- Ollie Pearson NoneShort sentences, got it. Can I ask what the three questions would be? You'd know better than me.
- Danielle Okonkwo NoneEasy. One, what's the referral trend for this referrer. Two, what did we last talk about with them. Three, is anything open, a ticket or a contract thing. That's the visit.
- Trent Nakamura NoneI'd add a fourth, who else here has a relationship with them. Because I get asked that for reporting all the time and it ends up as a one-off request.
- Ollie Pearson NoneGood one. That should be answerable from the calls and the CRM contacts together. I'll try it on your data and tell you honestly if it works.
- Trent Nakamura NoneHonestly is what I want. If it can't, tell me. I won't build a report the brain can answer, but I'm not going to pretend it can when it can't.
- Ollie Pearson NoneDeal. Okay. Anything on usage side so far? I see the tickets, you've raised two in the last month, both fairly small.
- Trent Nakamura NoneYeah, those were mine. One was about the role permissions and one was a question about how often it refreshes. Both answered. No complaints.
- Ollie Pearson NoneGood. On the refresh, just so everyone's got it, it runs overnight and should be done before seven in the morning your time on business days. So the liaisons see fresh data when they start.
- Danielle Okonkwo NoneBusiness days. So not weekends.
- Ollie Pearson NoneRight, not weekends. If a liaison's checking on a Sunday, it'll be as of Friday night. Is that going to matter?
- Danielle Okonkwo NoneProbably not. Hospitals don't schedule much on a Sunday. Let me ask them and see.
- Trent Nakamura NoneI'll note it. If it comes up, we'll raise it with Hollie.
- Ollie Pearson NonePerfect. Right. Let me do a quick recap, because I've got a long list in my notes and I don't want to miss any. Tell me if I get anything wrong.
- Ollie Pearson NoneOne. Referral date and referrer identity, you decide which source wins, and Trent takes the one hospital group and reconciles it against his report. Two. I'll flag likely duplicate referrers and send the pairs, you approve them. Three. Notes fields stay excluded to begin with, and I send the field list per connector tomorrow for your compliance people.
- Ollie Pearson NoneFour. Order of connectors is CRM, then call recorder, then helpdesk, then contracts. Calls and CRM in two weeks. Five. Pilot with a handful of liaisons, one per state plus one, a short recorded session and a one page cheat sheet. Six. Danielle shows trend only until Trent has tied it out.
- Trent Nakamura NoneThat's all of it. I'd add, can you tell me in writing what the refresh does if a source is down overnight? Does it keep the old data or blank it?
- Ollie Pearson NoneKeeps the old data and marks the connector as behind. It never blanks it. I'll put that in the note so you've got it in writing.
- Trent Nakamura NoneGood. Thanks.
- Danielle Okonkwo NoneOne more thing from me, and it's not a technical thing. When the liaisons start, some of them will complain. They always do. A field's wrong, a name's missing. I don't let a complaint sit. Where do they send it?
- Ollie Pearson NoneTwo routes. Anything about data being wrong goes to Trent first, because it's usually a source thing he can fix. Anything about the brain not working goes to our support through the helpdesk, and I'd have Trent submit those so they come from one place.
- Trent Nakamura NoneI'm happy to be the funnel. I'd just want a shared channel so Danielle can see what's been raised, so she's not chasing me.
- Danielle Okonkwo NoneYes. I want to see it. If a liaison writes to me, I want to be able to say it's been logged.
- Ollie Pearson NoneMakes sense. I'll set up a simple shared thread for the onboarding period and we'll review it every week on a short call. Does the same time on a Thursday work?
- Danielle Okonkwo NoneThursday's fine for me. Earlier would be better though, my afternoons are crazy.
- Ollie Pearson NoneWhich is the afternoon for me, so earlier for you is the same as lunchtime for me. I can do that. I'll send a couple of times.
- Trent Nakamura NoneBefore we finish, a practical one. For the contracts, whose job is it to find them? They're in several places. Some are in shared folders, some in the CRM as attachments.
- Ollie Pearson NoneHonestly that's the bit I'd leave until the first two connectors are done. But a useful thing you could do in the meantime is just tell me the three or four places they live. No need to move anything. I'll work out what's reachable.
- Trent Nakamura NoneOkay. I'll write it up. It's a messy list, I warn you.
- Ollie Pearson NoneMessy is normal. It's the first thing everyone says.
- Danielle Okonkwo NoneHa. Good. Okay, I think I'm done. This was useful. I came in wanting to know when my liaisons get this, and I've got a plan.
- Ollie Pearson NoneGood. I'll say one more thing, so it's on record. You're under contract for forty users, and it's fifty thousand a year. There's nothing I need from you on that today. If the pilot goes well and you want more people or another team, that's a conversation for Jordan, not something to worry about now.
- Danielle Okonkwo NoneUnderstood. Not today. Let's get the first group working.
- Trent Nakamura NoneSame. One more minute from me, if that's okay. Can I just double check the role permissions on the liaison side? In the preview I could see something an ordinary user probably shouldn't.
- Ollie Pearson NoneYes, tell me. What was it?
- Trent Nakamura NoneThe connector settings page was visible from the admin account, which is fine, but when I switched to the ordinary view I could still see the names of the connectors. Not the settings, just the names. It's minor, but I'd rather it was hidden.
- Ollie Pearson NoneThanks, good catch. That's a setting. I'll check what's controlling it and tell you by the end of tomorrow. I'd rather not guess.
- Trent Nakamura NonePerfect. That's mine done.
- Ollie Pearson NoneRight. I'll send the follow-up note this afternoon with the list of decisions and the field list tomorrow. If I've got anything wrong, just reply and I'll fix it.
- Danielle Okonkwo NoneGreat. Thanks, Ollie. Trent, thanks. Talk Thursday.
- Trent Nakamura NoneCheers both. Speak soon.
- Ollie Pearson NoneSpeak soon. Have a good day, both.
Callsmade from