Quarrington Care Network / BB-Demo – Onboarding
Callcompleted
Quarrington Care Network: documents · 2026-05-27 15:45
Onboarding call. Trent found the brain shows more referrers than his report, likely duplicates. Usage is thin, two real users on a forty-user Growth contract. Danielle has no concerns and wants the forty used first.
What was said
What this says
Current to 11 Oct 26Onboarding call. Trent found the brain shows more referrers than his report, likely duplicates. Usage is thin, two real users on a forty-user Growth contract. Danielle has no concerns and wants the forty used first.
What happened: Trent Nakamura found the brain shows more referrers than his own report. Ollie Pearson's guess is duplicate names, to be settled by a sample and a merge rule in the model layer.
Customer view: Danielle Okonkwo says usage is thin and wants a liaison plan by Friday. She has no concerns about the contract and wants the forty used before asking for any extra seat.
Commercial: Ollie stated the contract as Growth, forty users, fifty thousand a year, with the term running to 29 Apr 2027. Extra users would go to finance first, so there is no upsell now.
Watch: The call recorder appears to be missing older calls, which Danielle says hold the history the liaisons value most. The helpdesk is waiting on an IT service account.
Themes
Current to 9 Oct 26Theme
Onboarding data reconciliation
Importance
neutral
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 checks the call recorder history window and sends Trent the IT service account note the next day.
- Trent Nakamura sends the referrer sample, names and counts only, by Friday.
- Ollie returns with a proposed merge rule early the following week for Trent to check.
Risks
Current to 9 Oct 26- Usage is thin, with only two regular users on a forty-user Growth contract.
- An unresolved referrer duplicate mismatch could undermine trust in the trend view.
- The call recorder is missing older calls, the history the liaisons care about most.
Opportunities
Current to 9 Oct 26- A first wave of three liaisons is planned, with most liaisons in by the end of the summer.
- Helpdesk and SharePoint contracts connectors are still to come, deepening use of the brain.
Transcript
Ollie Pearson NoneHello, Trent. Can you hear me all right? I've got you on the screen but nothing coming through yet.
Trent Nakamura NoneYep, I hear you fine. Afternoon, Ollie. Danielle's just getting off another call, she said to start without her for a minute.- Ollie Pearson NoneNo problem at all. How's the week been treating you?
- Trent Nakamura NoneBusy. We had storms roll through yesterday, so half the branches were working from their cars. But fine. Actually, before she joins, can I raise the thing I found? It's been bugging me since Monday.
- Ollie Pearson NoneGo for it, that's what the time is for.
- Trent Nakamura NoneSo I pulled the referral counts for one hospital group out of the brain and compared them to the report I've been running for the liaisons. And that doesn't tie to my numbers. The brain shows more referrers than my report does, and fewer referrals for a couple of them.
- Ollie Pearson NoneRight. Okay. Do you know roughly how big the gap is? Or is it a handful of names?
- Trent Nakamura NoneA handful, I think. Maybe a dozen referrers out of a few hundred. But I don't love a mismatch even when it's small. Which source wins, basically? That's what I need to know before I tell the liaisons to trust it.
Danielle Okonkwo NoneHi, hi, sorry, I'm here. Can you hear me? Okay, good. Sorry guys, that ran over.- Ollie Pearson NoneDanielle, hello. You haven't missed anything, Trent was just starting on a data question.
- Danielle Okonkwo NoneOf course he was. Before Trent takes us down the rabbit hole, can I tell you a quick win? One of our liaisons in Indiana walked into a hospital meeting on Monday and the discharge planner said, how do you already know all this? She'd had the one view open in the brain, calls, tickets, the contract, everything, before she even parked the car.
- Ollie Pearson NoneThat's exactly what it's for. That's great to hear, genuinely.
- Danielle Okonkwo NoneIt was huge for her. And she's one of maybe two people actually using it so far, which is kind of why we're all on this call, right?
- Trent Nakamura NoneYeah, the usage is thin. Me and her, and Danielle looks in occasionally.
- Danielle Okonkwo NoneI look in. I look in a lot, Trent, I just don't type much.
- Ollie Pearson NoneHa. Well, that's a fair place to start the agenda, actually. What I wanted to cover today is three things. One, the data gap Trent found, so we can settle which source wins. Two, which connectors we bring on next and who owns each. Three, how we get the rest of the liaisons on without it being a big bang. Does that sound right?
- Danielle Okonkwo NoneSounds right. I need the liaison piece by Friday, at least a plan. Leadership is asking me what the referral trend is and I want to answer it from the brain, not from a spreadsheet.
- Ollie Pearson NoneUnderstood. Let's do the data gap first then, because it feeds the rest. Trent, when you say your report, where does it read from?
- Trent Nakamura NoneIt's my own query on the warehouse tables. I built it before we had the brain, so it joins the referral records to the referrer list on a name field and a few cleanup rules I wrote over the years. Strip the punctuation, merge the obvious duplicates, that kind of thing.
- Ollie Pearson NoneOkay, that's helpful. So here's my guess, and I'd rather say it's a guess. The brain reads the referral records from your CRM as they are and doesn't know your cleanup rules. So where a referrer appears twice under slightly different names, the brain counts two referrers and splits the referrals between them. Your report merges them.
- Trent Nakamura NoneHm. That would explain more referrers and fewer referrals each. That's the pattern I saw.
- Ollie Pearson NoneRight. So the answer to which source wins isn't really either one. It's that the brain should apply the same merge rules you do. We can do that in the model layer inside your Snowflake account, so it's one place, and the liaisons never see the duplicates.
- Trent Nakamura NoneI like that better than me maintaining two versions. But I want to check it first. I'll reconcile it. Give me a sample, say ten referrers where it differs, and I'll mark which ones are true duplicates and which are genuinely separate groups.
- Danielle Okonkwo NoneCareful there, Trent. Some of those are separate. A physician group and the hospital it's attached to look like one thing on paper but they send us different volumes and different liaisons own them.
- Trent Nakamura NoneExactly, that's the part I won't let slide. If we merge the wrong ones the trend line lies to us.
- Ollie Pearson NoneAgreed, and that's a good reason to do it by sample first rather than a blanket rule. Can you send me the list by Friday? Referrer names only, please. No patient detail at all, nothing that identifies anyone we serve.
- Trent Nakamura NoneObviously. Referrer names and the counts, nothing else. I'd never put patient information in an email anyway.
- Danielle Okonkwo NoneNeither would I. Same goes for the chat, by the way. I've told the liaisons, no patient names in the brain's chat, ever. Only the referrer and the relationship.
- Ollie Pearson NoneGood. That's consistent with the business associate agreement we signed, and it's worth repeating in the rollout material. I'll put a line in the guidance for the liaisons.
- Danielle Okonkwo NonePlease do. Short and plain. They won't read a page.
- Ollie Pearson NoneShort and plain, noted. Right, connectors. Where are we? Trent, you've got the CRM live and the call recorder going, and then the helpdesk is still pending on your side, is that right?
- Trent Nakamura NoneCRM is live. The call recorder is connected but I'm not sure it's loading everything, some of the older calls look missing. The helpdesk I haven't touched, I was waiting on a service account from our IT team.
- Ollie Pearson NoneOkay. So two things there. The older calls, how far back are we talking?
- Trent Nakamura NoneRoughly before March. Everything since then shows up. I figured it was a back-fill setting.
- Ollie Pearson NoneProbably, yes. I'll check the history window on that connector after the call. It's a default that's easy to widen. I'd rather confirm than promise, so I'll come back to you tomorrow on that.
- Trent Nakamura NoneWorks for me.
- Danielle Okonkwo NoneCan I ask something? The old calls, are those the ones with the big referrers? Because honestly that's the history the liaisons care about most. What did we talk about last year, what did we promise.
- Trent Nakamura NoneSome of them, yeah. A lot of the big group conversations were last autumn and winter.
- Ollie Pearson NoneThen it's a priority, not a nice to have. Good steer. I'll treat it as the first fix.
- Ollie Pearson NoneOn the helpdesk, the service account. Is that something Trent chases, or is it better coming through me with a short request note for your IT team?
- Trent Nakamura NoneSend me the note. They respond faster to me because I sit near them, for what that's worth. A one-pager with what permissions and why.
- Ollie Pearson NoneRead-only, scoped to ticket data, nothing broader. I'll write it in a way your security people can sign quickly. You'll have it tomorrow with the call recorder answer.
- Danielle Okonkwo NoneAnd contracts? Because the hospital contracts are the other half of what I sold to my team. Tickets, calls, contracts. I keep saying all three.
- Ollie Pearson NoneYes. Where do the contracts live today, Trent? Is that a shared drive or a document store?
- Trent Nakamura NoneMostly SharePoint. There's a folder per referring organisation, but the naming is a mess. Some are named by the hospital, some by the legal entity, some by whoever saved it.
- Danielle Okonkwo NoneIt's a mess. I'll own that one, that's my team's mess.
- Ollie Pearson NoneThat's fine, SharePoint is a standard connector for us. The messy naming matters less than you'd think, the brain reads the document, not the filename. But the same merge question will come up, so same approach: we sample first. Danielle, who on your side would be the owner for the contracts source?
- Danielle Okonkwo NoneMe, for now. But let's loop in the liaisons, they know which folders are the real ones. I'll pick one liaison per state. Three people, they'll be your first wave.
- Ollie Pearson NoneThree is a sensible first wave. Small enough to give proper attention, big enough to find the awkward cases. And your contract is for forty users, so there's plenty of room behind them.
- Danielle Okonkwo NoneForty, right. And we're not going to need forty tomorrow, but I do want most of the liaisons in by the end of the summer.
- Trent Nakamura NoneCan I raise the tickets, actually, while we're on usage? We've raised three so far. I want to be sure that's normal for this stage and not me doing something wrong.
- Ollie Pearson NoneThree in the first weeks is entirely normal, and honestly on the low side for an admin who's hands-on. Nothing on those is flagged as urgent from where I sit. Were they all resolved to your satisfaction?
- Trent Nakamura NoneTwo were me asking how to do something. One was the call recorder question, which, fine, is the thing we just discussed. Responses were quick. I'm not complaining, I'd just rather not file the same question twice.
- Ollie Pearson NoneFair. I'll link that call recorder ticket to my own notes so it doesn't get lost between support and me. Same goes for you, Trent: if something looks like a data mismatch, tell me directly, and I'll make sure the right person has it.
- Trent Nakamura NoneGood. Thanks.
- Danielle Okonkwo NoneOkay, rollout. Ollie, how do you want to do it? Because I don't want a training session where fifteen people stare at a screen and nobody uses it again. I've seen that movie.
- Ollie Pearson NoneNor do I. What I'd suggest is we don't start with training at all. We start with a question each liaison already asks. Before a referrer visit, what do you want to know? Then we walk them to the answer in the brain, on their own referrers, live. Twenty minutes, one person at a time or in pairs.
- Danielle Okonkwo NoneOh, I like that. Their own referrers. Yes. They'll actually care.
- Trent Nakamura NoneAnd then I get fewer one-off report requests, which is my personal agenda. Half of what I build is someone asking for last quarter's referrers for one hospital. The brain should just answer that.
- Ollie Pearson NoneThat's the measure I'd use, honestly. If the number of one-off requests to you drops over the next couple of months, it's working. If it doesn't, we have a problem to look at together.
- Danielle Okonkwo NoneAlright. Timeline. When can the first three liaisons be on?
- Ollie Pearson NoneRealistically, after the duplicates question is settled for their referrers, because that's the first thing they'd notice. If Trent's sample is with me Friday, I can have a proposed merge rule back early next week, Trent checks it, and the first wave could start the week after. I'd rather give you a slightly later date that holds than a quick one that wobbles.
- Danielle Okonkwo NoneThat works. I'll tell leadership the liaisons are coming on in a couple of weeks and the trend view follows.
- Trent Nakamura NoneOne caveat from me. I wouldn't tell leadership the trend is final until I've reconciled it. If it moves by a few referrers after the merge, I don't want anyone quoting the old figure.
- Danielle Okonkwo NoneFair. I'll say provisional. Thanks, Trent.
- Ollie Pearson NoneGood call. Last thing from me. Danielle, I know you mentioned budget earlier in passing. Is anything about the contract worrying you? We're on Growth, forty users, fifty thousand a year contracted, and the term runs to 29 Apr 2027. I'm not raising it to push anything, there's lots of time. I just want to be sure we're not missing a concern.
- Danielle Okonkwo NoneNo, no concerns. If we wanted to add anything, extra users or whatever, I'd need to take it to finance first. But we're nowhere near that. I want the forty actually used before I ask for a single extra seat.
- Ollie Pearson NoneThat's a healthy way to look at it. Forty used well is a better story than a bigger number.
- Danielle Okonkwo NoneExactly. Okay, so to recap, because I need to take notes for my team. Ollie checks the call recorder history and sends Trent the IT note tomorrow. Trent sends the referrer sample on Friday. Ollie comes back early next week with the merge rule. I pick three liaisons, one per state. Did I miss anything?
- Ollie Pearson NoneJust one: I'll draft the short guidance for the liaisons, including the line about patient information, and send it to you both so you can change the wording to how your people talk.
- Trent Nakamura NoneAnd I'll put together a bullet list of the connectors and who owns what so we have one page we all agree on. SharePoint is Danielle, helpdesk is me with IT, call recorder is me with Ollie.
- Ollie Pearson NonePerfect. Send me that page when it's ready and I'll keep it with the plan. Then let's have a check-in in a couple of weeks, once the first wave has had a go.
- Danielle Okonkwo NoneWorks. Thanks, both. This was a good one. Talk soon.
- Trent Nakamura NoneThanks, Ollie. Speak soon.
- Ollie Pearson NoneCheers, both. Speak soon. Bye for now.
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