Quarrington Care Network - Onboarding Plan
Documentfinal Quarrington Care Network · onboarding_plan · final · 2026-05-04
BB-Demo's final onboarding plan (version one, issued 4 May 2026) for Quarrington Care Network's Growth tier brain, with 40 licensed users. It states contracted ARR of £50k and a term from 30 Apr 2026 to 29 Apr 2027. It is not an order form.
What it says
What this says
Current to 11 Oct 26BB-Demo's final onboarding plan (version one, issued 4 May 2026) for Quarrington Care Network's Growth tier brain, with 40 licensed users. It states contracted ARR of £50k and a term from 30 Apr 2026 to 29 Apr 2027. It is not an order form.
What it is: an implementation plan written by Ollie Pearson, with five phases (Mobilise, Connect, Shape, Train and launch, Hand over), roles, risks and measures of success. It sits in the customer's onboarding folder and defers to the order form: "Where this plan and the order form differ, the order form wins."
Commits: it names Ollie Pearson as implementation lead, Jordan Pike for commercial escalation and Hollie Grieve for adoption and renewal after handover. The snapshot gives Growth, 40 users, a term start of 30 Apr 2026 and a contract end of 29 Apr 2027.
Unusual: HIPAA applies, with a business associate agreement and a privacy contact who approves fields before any connector is enabled.
Not settled: phase timings are relative ("early weeks", "middle weeks"), with no calendar dates. Customer role holders are unnamed until kick-off, and the plan does not state the connector list, any service levels or a go-live date.
As found in this document
Current to 9 Oct 26- Date end29 Apr 2027Source: object_read:doc_079_008
- Date start30 Apr 2026Source: object_read:doc_079_008
- Price£50,000Source: object_read:doc_079_008
- TierGrowthSource: object_read:doc_079_008
- Licensed users40Source: object_read:doc_079_008
- Term startThursday 30 Apr 2026Source: object_read:doc_079_008
- Contract endThursday 29 Apr 2027Source: object_read:doc_079_008
- Data protectionHIPAA applies; business associate agreement in placeHIPAA applies; business associate agreement in place · Source: object_read:doc_079_008
- HostingInside Quarrington's own Snowflake accountInside Quarrington's own Snowflake account · Source: object_read:doc_079_008
The document
Body
Quarrington Care Network - Onboarding Plan
Status: Final, version one Prepared by: Ollie Pearson, Implementation Consultant, BB-Demo Issued: Monday 4 May 2026 Customer since: Thursday 30 Apr 2026 Account owner: Jordan Pike Customer success manager: Hollie Grieve
Purpose of this plan
This plan sets out how BB-Demo will bring Quarrington Care Network live on the company brain under the Growth tier. It covers the phases of the implementation, who owns each piece of work, what "done" looks like at each milestone and how we will hand the account from implementation to the customer success team.
Quarrington operates home-health and hospice services across Illinois, Indiana and Wisconsin, from a head office in Chicago. The brain will be built and run inside Quarrington's own Snowflake account. The purpose is simple: referral-relations and patient-services teams should be able to see each referring hospital's calls, tickets and contracts together, in one place, and ask questions of that picture instead of reconciling systems by hand.
Contract snapshot
Read the whole document (8,811 characters)
| Item | Detail |
|---|---|
| Tier | Growth |
| Annual recurring revenue (contracted) | £50k |
| Licensed users | 40 |
| Term start | Thursday 30 Apr 2026 |
| Contract end | Thursday 29 Apr 2027 |
| Data protection | HIPAA applies; business associate agreement in place |
| Hosting | Inside Quarrington's own Snowflake account |
The executed order form remains the source of truth for price and terms. Where this plan and the order form differ, the order form wins.
Goals of the onboarding
- Connect the agreed sources so that calls, tickets and contract records for each referring hospital sit together in the brain.
- Give the referral-relations and patient-services teams a working daily routine of asking questions in the brain.
- Have the full licensed user allowance invited, trained and active.
- Make sure the nightly refresh is landing on time and that the teams trust the data.
- Agree the first quarterly business review and the measures of value that will be reviewed there.
Guardrails for protected health information
Because Quarrington is subject to HIPAA, the following apply throughout the implementation:
- Work is carried out within the business associate agreement and inside Quarrington's Snowflake account.
- Only the connectors and fields agreed in the scoping workshop are switched on. Anything new goes through the Quarrington privacy lead before it is enabled.
- Test and training sessions use the agreed datasets only. No data leaves the Snowflake account for convenience.
- Access is granted by named person and by role, and reviewed with the Quarrington administrator at the end of each phase.
Roles
| Role | Person | Responsibility |
|---|---|---|
| Implementation lead | Ollie Pearson, BB-Demo | Runs the plan, builds and configures connectors, runs training |
| Account owner | Jordan Pike, BB-Demo | Commercial terms, escalation, order form changes |
| Customer success manager | Hollie Grieve, BB-Demo | Adoption after go-live, quarterly reviews, renewal conversation |
| Executive sponsor | Quarrington senior leader for referral relations | Removes blockers, confirms priorities |
| Technical contact | Quarrington data or IT lead | Snowflake access, source system credentials, security questions |
| Privacy contact | Quarrington privacy or compliance lead | Approves fields and access under the business associate agreement |
| Team champions | One each from referral relations and patient services | Test the brain with real questions, bring colleagues along |
Quarrington is asked to confirm the named individuals for the customer roles in the kick-off session.
Phases and milestones
Phase one: Mobilise
Timing: first week from kick-off
- Hold the kick-off with the sponsor, technical contact, privacy contact and team champions.
- Confirm the list of source systems and the order in which they will be connected.
- Confirm Snowflake access and the working arrangements inside the Quarrington account.
- Agree how success will be judged and which questions the teams most want answered.
Milestone: access confirmed, connector order agreed, named contacts recorded.
Phase two: Connect
Timing: the early weeks of the implementation
- Connect the CRM, the helpdesk, the call recorder and the contract store, in the agreed order, within the Growth connector allowance.
- Run the first full load and check record counts with the technical contact.
- Review field mapping with the privacy contact and remove anything not agreed.
- Link records so that each referring hospital appears as one organisation across all sources.
Milestone: every agreed connector loading, first full index complete, hospital records matched across sources.
Phase three: Shape
Timing: the middle weeks of the implementation
- Build the pages and saved searches that the referral-relations and patient-services teams will use every day.
- Use the dashboards builder, included in Growth, to set up the first views the teams asked for.
- Test the nightly refresh and confirm it completes before the working day starts.
- Run question-and-answer sessions with the champions, using real hospital scenarios, and correct anything that reads wrongly.
Milestone: daily views signed off by both champions, nightly refresh stable.
Phase four: Train and launch
Timing: the later weeks of the implementation
- Invite the licensed users, up to the allowance of 40, in waves by team.
- Run short, role-based training for referral relations and patient services, with recordings for new starters.
- Brief the administrator on user management and on what to check when a source stops loading.
- Go live, with extra support from the implementation lead in the first days.
Milestone: users invited and trained, go-live confirmed by the sponsor.
Phase five: Hand over
Timing: the close of the implementation
- Review usage with the sponsor: who is asking questions, which teams are quiet, which connectors are healthy.
- Hand the account to Hollie Grieve with a written summary of what was built, open points and requests for later.
- Book the first quarterly business review.
Milestone: handover note accepted, quarterly review in the diary.
Where the account stands today
Quarrington became a customer on Thursday 30 Apr 2026 and this plan is issued on Monday 4 May 2026. The account is at the very start of onboarding. Usage is at its earliest stage and there are no support tickets or overdue invoices. That is what we would expect before kick-off, and it gives us a clean baseline to measure against.
Risks and how we will manage them
| Risk | Why it matters | Mitigation |
|---|---|---|
| Source access is slow to arrive | Delays the connect phase | Technical contact named at kick-off; credentials requested in the first week |
| Field approvals take longer than planned | Holds back linking of hospital records | Privacy contact reviews mapping as it is built, not at the end |
| Dependence on one champion | If that person is away or leaves, adoption stalls | Two champions, one in each team, plus the sponsor |
| Branch teams are busy with patient care | Training attendance falls | Short sessions, recordings, and waves by team |
| Data goes stale after a source system change | Teams stop trusting answers | Administrator briefed on what to check; escalate to BB-Demo support early |
What we need from Quarrington
- Named people for each customer role, confirmed at kick-off.
- Snowflake access and source credentials in the first week.
- Prompt answers from the privacy contact on fields and access.
- Protected time for the champions in the shape and train phases.
- A clear signal from the sponsor on the first questions the teams most want answered.
Measures of success
We will review these with the sponsor at handover and again at the first quarterly business review:
- Every agreed connector loading and records indexed rising steadily.
- The licensed user allowance invited and a healthy share of users active each week.
- Questions asked growing from month to month, spread across both teams rather than concentrated in one person.
- Teams reporting that they no longer reconcile hospital information by hand.
- No unresolved data freshness complaints.
Next steps
- Ollie Pearson to send the kick-off invitation and the access checklist this week.
- Quarrington to confirm named roles and the technical contact before kick-off.
- Jordan Pike to remain the point of escalation for any commercial question during implementation.
- Hollie Grieve to join the handover session so that adoption support continues without a gap through to contract end on Thursday 29 Apr 2027.
Unusual terms
Current to 9 Oct 26- HIPAA and business associate agreement
- Privacy lead approves new fields before enabling