Hollowmere Care Group / BB-Demo – Training
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Hollowmere Care Group: documents · 2026-07-02 10:45
Training session with Shona Barraclough and Josh Fairburn on real data. Shona saw her repeated-incident question answered with sources. Josh is keeping resident-level questions off for now, and a few names are still being tidied.
What was said
What this says
Current to 11 Oct 26Training session with Shona Barraclough and Josh Fairburn on real data. Shona saw her repeated-incident question answered with sources. Josh is keeping resident-level questions off for now, and a few names are still being tidied.
What happened: Hamza Akhtar trained Shona and Josh in chat, filters, saved questions and pages. Shona's opening pain was inspectors asking about repeated incidents, which cost her two days across three systems.
Customer view: Shona said she could show an inspector where an answer came from, not just a table. She summed up the checking rule as fresh, sources, flag.
Commercial: Shona asked about naming individual residents. Josh said access is kept at home level for now and he will write up a position with the data protection lead.
Watch: Some home names still look odd until mapping is finished. Josh advised checking the source before quoting an invoice figure externally.
Themes
Current to 9 Oct 26Theme
User training on live data
Importance
praise
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send the notes and the saved questions built in the session.
- Josh Fairburn to write up a position on resident-level questions with the data protection lead.
- Josh Fairburn to keep tidying the home mapping behind the odd names.
Risks
Current to 9 Oct 26- Some home names in answers are still odd until Josh Fairburn finishes the mapping.
- Josh Fairburn wants invoice figures checked at source before external use, which limits trust in the finance view.
Opportunities
Current to 9 Oct 26- Resident-level questions could follow once access and data protection are agreed.
- A shared set of saved questions for the quality team would embed the monthly report in the brain.
Transcript
Hamza Akhtar NoneMorning both. Shona, Josh, can you hear me?
Josh Fairburn NoneMorning Hamza. Yes. Shona's just joining, I can see her in the lobby.
Shona Barraclough NoneHello, sorry, I'm here. My camera's being awkward, so you'll just get my voice. Is that alright?- Hamza Akhtar NonePerfectly alright. Right, what I'd like to do is work in your real data, so nothing here is made up. Shona, tell me the sort of question you get asked that makes you groan.
- Shona Barraclough NoneOh, easy. An inspector or a commissioner asks which homes have had repeated incidents of the same type, and what we did about it, and I spend two days across three systems.
- Hamza Akhtar NonePerfect. Let's start there. I'll share my screen, bear with me.
- Hamza Akhtar NoneSo this is the chat. You type the question like you'd say it to a colleague. Repeated incidents of the same type, by home, last quarter. I'll type that.
- Shona Barraclough NoneIt's done it already? That's faster than I expected.
- Hamza Akhtar NoneAnd more importantly, look underneath, you've got the sources. Click one.
- Josh Fairburn NoneThat's the evidence trail Natasha keeps asking for, Shona. Every line goes back to the original record.
- Shona Barraclough NoneRight. So I can show an inspector where it came from, not just a table.
- Hamza Akhtar NoneExactly that. Now try it yourself. Ask something small first, so it's not a big scary one.
- Shona Barraclough NoneOkay, I've asked which homes had family complaints logged this month. It's given me a list. Some of the names look a bit odd.
- Josh Fairburn NoneThose'll be the ones I'm still tidying in the mapping. Send me a screenshot and I'll fix them.
- Hamza Akhtar NoneOr use the flag on the answer, it sends it to the admin. Josh, you'll see it in the console.
- Hamza Akhtar NoneNext, filters. At the moment you've asked in plain English, but you can narrow by home, by date, by type. Shona, have a go at narrowing to the North East homes only.
- Shona Barraclough NoneGot it. That's much clearer. I'd got lost with this last week because I didn't realise the date filter was a separate box.
- Hamza Akhtar NoneIt's a common one. Right, saving. When you've got a question you'll ask every month, save it, name it, and you can rerun it.
- Josh Fairburn NoneCan other people see my saved ones?
- Hamza Akhtar NoneOnly if you share them. I'd suggest a shared set for the quality team so you aren't each rebuilding the same thing.
- Shona Barraclough NoneThat'd help. We do the same report every month and everyone does it slightly differently.
- Hamza Akhtar NoneLet's do pages now. A page is a standing view per home. Pick a home, any home.
- Josh Fairburn NoneUse one of the loud ones. Go for the first on the North East list.
- Hamza Akhtar NoneSo there you've got incidents, family and commissioner contact, and fee invoices for the home, all on one page. And that's connected, so it updates every night.
- Shona Barraclough NoneDo we trust the fee invoices there? Finance would have views.
- Hamza Akhtar NoneIt's read from the accounting system, so it's as good as that is. Finance remain the source of truth, the brain just shows it next to the incidents.
- Josh Fairburn NoneFair. I'd still tell people to check the source before quoting an invoice figure externally.
- Hamza Akhtar NoneLast bit, when an answer looks wrong. First check the refresh time at the top. Then open the sources. If the records are right but the answer isn't, flag it. If the records are missing, tell Josh, because it's probably a connector.
- Shona Barraclough NoneThat's a good rule of thumb. Fresh, sources, flag.
- Hamza Akhtar NoneI might steal that. Any questions before we finish?
- Shona Barraclough NoneCan I ask something awkward? Would I be allowed to ask about named individuals, residents, in there?
- Hamza Akhtar NoneGood question, and that depends on what's been connected and who's got access. Josh holds that, so it's worth agreeing with him and your data protection lead before anyone starts.
- Josh Fairburn NoneYes, I'll write it up. At the moment we've kept it to home level, which I'd rather keep for now.
- Shona Barraclough NoneThat's sensible. Thank you, this was really useful.
- Hamza Akhtar NoneBrilliant. I'll send the notes and the saved questions we built. Thanks both, speak soon.
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