Quarrington Care Network / BB-Demo – Check In
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Quarrington Care Network: documents · 2026-07-13 16:15
Danielle Okonkwo reported a field win and said she had let the rollout sit. Active use is rising from a small base but rests on about three liaisons. Hollie Grieve proposed a dashboard session and flagged renewal on 30 Apr 2027.
What was said
What this says
Current to 11 Oct 26Danielle Okonkwo reported a field win and said she had let the rollout sit. Active use is rising from a small base but rests on about three liaisons. Hollie Grieve proposed a dashboard session and flagged renewal on 30 Apr 2027.
What happened: Hollie reviewed usage with Danielle. Active people are averaging nine or ten over the last thirty days against 40 licensed users, and most questions come from Danielle and about three liaisons.
Customer view: Danielle said she let the rollout sit during the budget cycle. Patient-services is behind after a rough couple of months with staffing. She did not know the dashboards builder was included in Growth.
Commercial: Hollie confirmed Growth at £50,000 a year, with the order form matching what was invoiced and nothing overdue. The contract runs to 29 Apr 2027 and renewal falls on 30 Apr 2027; Danielle does not sign budget items, finance does.
Watch: Key-person risk from a few heavy users. Hollie will build a referral trend dashboard with Danielle and plans a quarterly review with liaisons presenting.
Themes
Current to 9 Oct 26Theme
Adoption, dashboards, renewal timing
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hollie Grieve sends Danielle a pre-visit and post-visit question list before Friday.
- Hollie sends slots for a one-hour dashboard working session for the week after next.
- Danielle asks her three power users for their questions and asks the patient-services lead for a walkthrough time.
Risks
Current to 9 Oct 26- Most questions come from Danielle and about three liaisons, so a departure or leave would dip use sharply.
- Patient-services has not made the brain part of the day, so the two teams are not yet seeing the same referrer.
- Danielle does not sign budget items, so the renewal decision sits with finance.
Opportunities
Current to 9 Oct 26- A referral trend dashboard on Growth would replace the half-day monthly manual build and give finance a value story.
- Headroom on 40 licences lets intake and other teams join without extra seats for a while.
Transcript
Hollie Grieve NoneHello, Danielle, good afternoon. Can you hear me all right?
Danielle Okonkwo NoneI can, loud and clear. Hi, Hollie. Can you hear me? I've got the new headset on and I don't trust it yet.- Hollie Grieve NonePerfectly fine. You sound like you're in the next room.
- Danielle Okonkwo NoneGood. Okay. How's London? Is it still raining? Every time I see a photo of London it's raining.
- Hollie Grieve NoneHa, it's actually been properly warm this week, which nobody knows what to do with. Everyone's gone a bit pink. What about Chicago?
- Danielle Okonkwo NoneHot and sticky. The kind where you step outside and it's like walking into a towel. But I'm not complaining, because I have a win for you, I have to start with it.
- Hollie Grieve NoneOh, go on, please. I love a win.
- Danielle Okonkwo NoneSo one of my liaisons, she's covering a physician group that had gone really quiet on us. Hardly any referrals for a few months. Before she walked in last week she pulled up the group's page in the brain, and it had the calls, the tickets, the contract history, everything in one place. She saw that a contact there had raised a complaint about a delayed callback back in the spring and it had never really been closed out with them.
- Hollie Grieve NoneRight. So she knew before she sat down.
- Danielle Okonkwo NoneExactly. She opened the meeting by apologising for that specific thing. Not a generic sorry. The specific thing. And the whole room changed. They've started sending us cases again this week.
- Hollie Grieve NoneThat's brilliant. Honestly, that's the exact thing we hoped it would do for you. One view per referrer, and she walks in already knowing them.
- Danielle Okonkwo NoneThat's it. That's exactly why I pushed for it. And I'll be honest, a few months ago I wasn't sure the liaisons would take to it. Some of them are not, you know, screen people. They're out in cars, they're in hospital corridors.
- Hollie Grieve NoneMm, that's quite common with field teams. Which is partly why I wanted to look at usage with you today, because the numbers have moved a lot since we last sat down properly.
- Danielle Okonkwo NoneOh good, tell me. What's the trend?
- Hollie Grieve NoneSo, give me a second, I'll share my screen. Can you see it? It's the usage page for your account.
- Danielle Okonkwo NoneYep, I see it. It's a bit small. Okay, now it's fine.
- Hollie Grieve NoneGood. So, the headline is the number of people actually using the brain in a typical month. Last quarter you had a handful, really, the early group who were testing it. Over the last thirty days we're averaging somewhere between nine and ten active people, and that's a many-times-over jump on the quarter before. I don't want to throw a percentage at you, because from a tiny base it sounds more dramatic than it is, but the direction is very clear.
- Danielle Okonkwo NoneNine or ten. Okay. And we've got forty licences, right? So we're nowhere near using them all.
- Hollie Grieve NoneRight, forty licensed users on Growth, so there's a lot of headroom. I wouldn't call it a problem, it's just space you've already paid for. Most customers take a while to fill it.
- Danielle Okonkwo NoneYeah. So that's on me, I think. I did the first rollout to the liaisons and then I got pulled into the budget cycle and I let it sit.
- Hollie Grieve NoneWell, it's moving anyway, so I wouldn't beat yourself up. What I'd say is, and tell me if this is wrong, the questions being asked are coming from a fairly small group still. You, and a few of the liaisons, and that's most of it.
- Danielle Okonkwo NoneThat sounds right. There's maybe three liaisons who live in it. The rest, they know it's there, they've been to the session, but they go back to their own spreadsheets.
- Hollie Grieve NoneYeah. And that's the bit I'd gently flag, because if most of the value is coming through two or three people, then if one of them moves on or goes on leave, it dips quite sharply. It's more about spreading it than anything being wrong.
- Danielle Okonkwo NoneNo, that's fair. I don't love that either. Okay, so let's loop in the liaisons. What would actually get the rest of them to use it?
- Hollie Grieve NoneHonestly, in my experience it's two things. One, give them a short list of questions that are worth asking, the actual things they'd want before a visit. Like, what's the history with this referrer, what's open with them, what changed since the last visit. Because the blank box is intimidating. People don't know what to type.
- Danielle Okonkwo NoneRight, right. They want a cheat sheet.
- Hollie Grieve NoneA cheat sheet, yeah. Pre-visit questions, post-visit questions. And two, a short session, maybe thirty minutes, run by you or one of your three power users, so it's a peer saying look, this saved me an hour, rather than me telling them.
- Danielle Okonkwo NoneI like that. Peer, not vendor. No offence.
- Hollie Grieve NoneNone taken at all, I'd say the same. I can support the session, I can sit in and answer the awkward ones, but it's better coming from them.
- Danielle Okonkwo NoneOkay. Can you write me that list? I need this by Friday, because I've got the liaison call on Monday and I'd like to hand it out then.
- Hollie Grieve NoneYes, I'll do a first draft and send it over before Friday. And if you can tell me which questions your three power users keep asking, I'll build it around those. They'll be better than anything I'd guess.
- Danielle Okonkwo NoneI can do that. I'll ask them tonight, or tomorrow, they'll be thrilled someone's asking. They think I'm just nagging them.
- Hollie Grieve NoneHa. Great. Now, the patient-services side. Are they in there much? Because you bought it so the two teams would see the same referrer together.
- Danielle Okonkwo NoneLess so. They're a bit behind. Their lead is lovely but she's got a lot on, and honestly they had a rough couple of months with staffing. They log in, they look, but it's not become part of the day.
- Hollie Grieve NoneUnderstood. Would it help if I did a separate walkthrough just for them, using their own questions? Like how a complaint from a referring hospital shows up alongside the referral history. Because that's where the two sides really join up.
- Danielle Okonkwo NoneYes. Yes, that would help. Let me ask her for a time. I'll get back to you early next week.
- Hollie Grieve NonePerfect. And no rush, I know they're stretched.
- Danielle Okonkwo NoneMm. Okay. What else have you got on the screen?
- Hollie Grieve NoneSo, support. There was one ticket in the last thirty days, and it was marked high priority. I just wanted to check in on how that felt from your side, because I can see it's closed but I don't know whether it felt closed.
- Danielle Okonkwo NoneOh, that one. Yeah, that was fine. It got picked up fast, someone came back to me quickly and kept me posted. I was nervous because it was in the middle of a busy week, but it didn't derail anything.
- Hollie Grieve NoneGood, that's what I wanted to hear. One ticket in a month for a team your size is a healthy sign, honestly, especially with usage going up. If it was lots of tickets and falling usage I'd be worried.
- Danielle Okonkwo NoneSo no news is good news.
- Hollie Grieve NoneIn this case, yes. Though I'd still rather hear small niggles than nothing, so if the liaisons grumble about anything, send it my way. I'm not precious.
- Danielle Okonkwo NoneI never let a liaison's complaint go unanswered. If one of them grumbles to me, you'll hear about it, don't worry.
- Hollie Grieve NoneHa, I believe that. Okay, can I ask you something a bit different? What would you want the leadership team to be able to see, without having to ask you?
- Danielle Okonkwo NoneOh, that's the big one. Referral trend, basically. By hospital system, by physician group, and over time. Who's growing, who's slipping. Right now I build that by hand every month and it takes me, I don't know, half a day, and by the time they see it it's stale.
- Hollie Grieve NoneThat's exactly what the dashboards builder is for. It's part of Growth, you've got it already, and I don't think anyone on your side has built one yet. Is that right?
- Danielle Okonkwo NoneI don't think so. I didn't know it was included, honestly. I thought it was extra.
- Hollie Grieve NoneNo, it's in. So here's what I'd suggest. We book a working session, an hour, you and me, and we build the first referral trend dashboard together on your real data. You leave with something your leadership team can actually open.
- Danielle Okonkwo NoneOh, I love that. When? I'd want it before the next leadership meeting. What's the referral trend, that's the first question they always ask me, and I'd love to say just look at the screen.
- Hollie Grieve NoneLet's say the week after next, to give you time to get the liaison material done first. I'll send a few slots.
- Danielle Okonkwo NoneWorks for me. Send them over, I'll grab one.
- Hollie Grieve NoneLovely. One thing I should be careful about: when we build it, I'd keep the dashboard at the referrer and branch level. Nothing at an individual patient level, in line with how you've set it up under the agreement.
- Danielle Okonkwo NoneAbsolutely. That's non-negotiable on our side, and honestly I wouldn't want patient detail in a leadership dashboard anyway. They don't need it. Referrer level is the whole point.
- Hollie Grieve NoneGood, we're on the same page. Right, shall I cover the contract side briefly? It's a check-in, so I like to make sure nothing's lurking.
- Danielle Okonkwo NoneSure. Go ahead. Though I'll say up front, anything budget, I'm not the one who signs. It goes through finance.
- Hollie Grieve NoneOf course, and I'm not asking for anything today, I promise. It's more of a heads-up. So you've been with us since 30 Apr 2026, you're on Growth, fifty thousand a year, £50k, and what's on the order form matches what's been invoiced. No overdue invoices on our side, nothing outstanding. Does that sound right to you?
- Danielle Okonkwo NoneAs far as I know, yes. Nobody's complained to me about billing, and finance would, believe me.
- Hollie Grieve NoneHa, they usually do. So that's all clean. The contract runs to 29 Apr 2027, and renewal falls on 30 Apr 2027. It feels a long way off, it's nearly a year, but I always like to flag it early so there are no surprises.
- Danielle Okonkwo NoneOkay. And what happens, practically? Do I get a letter? An email?
- Hollie Grieve NoneI'll get in touch myself, well ahead, around ninety days before. There's a formal notice, but you'll hear it from me first and we'll sit down and talk through what you've got out of it and what you'd want from the next year. The aim is that by then you've got real numbers to show finance, which is partly why the dashboard matters.
- Danielle Okonkwo NoneRight, that makes sense. A value story for the finance people. Okay. I like that you think about it that way.
- Hollie Grieve NoneIt's the best way to make a renewal boring, which is what we want. Boring is good.
- Danielle Okonkwo NoneBoring is very good. Okay, anything else on your list?
- Hollie Grieve NoneTwo more small things. One, since you've got headroom on licences, if the liaison push goes well and you start wanting more teams in, say the intake side, you wouldn't need anything extra for a while. I just wanted you to know that so you don't feel you have to hold back.
- Danielle Okonkwo NoneOh, that's helpful. I had a feeling I'd have to ask for more seats first. Good, so we fill what we've got.
- Hollie Grieve NoneExactly. Fill it first. And two, the quarterly review, the proper one with slides, I'd like to get that in the diary for a couple of months out, once the liaisons have had time to ramp up. So we've got a story to tell rather than just a plan.
- Danielle Okonkwo NoneYes. Let's do that. I'd want to bring one or two of the liaisons, actually. Let them say it in their own words. The one with the physician group, she should tell the story herself.
- Hollie Grieve NoneI'd love that. That would be far better than anything I put on a slide.
- Danielle Okonkwo NoneOkay. Let me recap, because I'm going to forget otherwise. You're sending me a question list before Friday. I'm asking my three power users what they ask. You're sending slots for the dashboard session. I'm asking the patient-services lead for a time. Anything else?
- Hollie Grieve NoneThat's all of it, yes. And I'll send a short note after this with the same list, so it's in writing. If anything changes on your side, just tell me.
- Danielle Okonkwo NonePerfect. Thanks, Hollie. This was a good one. I came in thinking I'd have to apologise for not using it and I'm leaving with a plan.
- Hollie Grieve NoneNot at all, you've got a real win to point to, and that's the hard part. The rest is just getting more people to the same place. Speak soon, Danielle.
- Danielle Okonkwo NoneSpeak soon. Take care, bye now.
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