Hollowmere Care Group / BG-Demo – Onboarding
Callcompleted
Hollowmere Care Group · 25 Jun 2026 12:45
Onboarding call on 25 Jun 2026. The refresh is running nightly and the earlier ticket was closed. Most incident-to-finance home mismatches were matched, a few await home manager confirmation, and the first user wave went better than Josh expected.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 25 Jun 2026. The refresh is running nightly and the earlier ticket was closed. Most incident-to-finance home mismatches were matched, a few await home manager confirmation, and the first user wave went better than Josh expected.
What happened: Hamza Akhtar closed the refresh ticket after Josh Fairburn confirmed records were rising daily. They then worked through the home mapping, matching renamed homes and keeping two separately registered homes apart.
Customer view: Josh said more people had logged in than he expected. He explained that Natasha wants an evidence trail for every number, and he liked clicking through to the original incident record.
Watch: Shona got lost with the filters when she tried it alone. A few homes remain unmatched until Josh confirms them with home managers, and people will ask whether data is fresh.
Commercial: Adoption is building ahead of training next week. Natasha's trust in the evidence trail is the value story to protect at renewal.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to send Josh the list of unmatched homes today so he can confirm them with home managers by Monday.
- Hamza to run training next week covering filters, saved questions, wrong-looking answers and last refresh time.
- Josh to note the separately registered homes for Shona.
Risks
As at Fri 9 Oct 2026- A few homes still have no confident match until Josh confirms them with home managers.
- Shona got lost with the filters when she tried the brain alone, so early confidence could slip without training.
- Users will ask whether data is fresh when a number looks old.
Opportunities
As at Fri 9 Oct 2026- Shona will use the brain for quality and compliance, which widens use beyond the data team.
- Natasha's wish for a visible evidence trail on every number fits how the brain shows source records.
- More people logged in than Josh expected, so the first wave can seed wider adoption.
Transcript
Hamza AkhtarAfternoon Josh. Can you see my screen yet or shall I wait?
Josh FairburnNot yet. Oh, there it is. Afternoon. Sorry, I was grabbing a sandwich, back-to-back meetings this morning.- Hamza AkhtarDon't apologise, I'm eating mine off camera. Let's start with the good news. The refresh has completed every night since we last spoke, including the family contact log.
- Josh FairburnYeah, I've been checking the run history like you showed me. Records are going up every day, so that's reassuring.
- Hamza AkhtarGood. So that ticket can be closed from our side. Are you happy for me to do that?
- Josh FairburnYes, close it. I'd rather have a tidy list.
- Hamza AkhtarDone. Now the main thing today is the home mapping. I've loaded your list, and there are a few homes where the incident system and the finance system still don't agree on which home is which.
- Josh FairburnYeah, those'll be the ones that changed hands or were renamed. Can you show me?
- Hamza AkhtarSo here, on the left is the incident name, on the right the finance name. Anything with a yellow flag has no confident match. Take this first one, it's the same postcode area but a different name entirely.
- Josh FairburnRight, that's one home, it was renamed after the refurbishment. Match those.
- Hamza AkhtarMatched. Next one.
- Josh FairburnThis one is two homes, not one. They share a site but they're registered separately, so fee invoices are separate.
- Hamza AkhtarOkay, that's useful. So I'd keep them as two and share the site name as an attribute. Does the regulator treat them as two?
- Josh FairburnYes. Two registrations, two reports. I'll note it for Shona as well, she'll care.
- Hamza AkhtarThat's most of the yellow ones. Just a few left that I'd rather you confirm with a home manager than guess.
- Josh FairburnYeah, I'll ask. Send me the list of those and I'll come back by Monday.
- Hamza AkhtarWill do. Then once those land, a question in the brain like which homes had the most incidents and the most family contact in the last month will come back per home, not per spreadsheet row.
- Josh FairburnThat's exactly what Natasha wants. She keeps asking what the evidence trail is for every number, so if the home name is right and the source is visible, she's happy.
- Hamza AkhtarYes, every answer shows the records it came from, so that should help her. Shall I show you one?
- Josh FairburnGo on.
- Josh FairburnOh, that's neat. So I can click through to the original incident record from the answer.
- Hamza AkhtarThat's it. Right, users. How did the first wave go?
- Josh FairburnBetter than I thought. More people have logged in than I expected, and I've had a few questions, mainly how do I ask it something properly.
- Hamza AkhtarThat's what the training is for. We've got the session booked for next week, and I'd like Shona on it since she'll use it for quality and compliance.
- Josh FairburnShe's up for it. She's already tried it on her own and got a bit lost with the filters.
- Hamza AkhtarUnderstandable. We'll cover filters, saving questions, and what to do when an answer looks wrong. Anything you want me to include?
- Josh FairburnMaybe how to tell whether the data's fresh. People will ask that when a number looks old.
- Hamza AkhtarGood one. Last refresh time sits at the top of each answer, I'll show them. Okay, I think we're in good shape. I'll send the mapping leftovers today.
- Josh FairburnBrilliant. Thanks Hamza.
- Hamza AkhtarLast thing, I've saved the mapping so nothing's lost. Speak next week, Josh. Cheers.