Hollowmere Care Group / BG-Demo – Training
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Hollowmere Care Group · 2 Jul 2026 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
As at Fri 9 Oct 2026Training 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
As at Fri 9 Oct 2026Theme
User training on live data
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- 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 AkhtarMorning both. Shona, Josh, can you hear me?
Josh FairburnMorning Hamza. Yes. Shona's just joining, I can see her in the lobby.
Shona BarracloughHello, sorry, I'm here. My camera's being awkward, so you'll just get my voice. Is that alright?- Hamza AkhtarPerfectly 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 BarracloughOh, 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 AkhtarPerfect. Let's start there. I'll share my screen, bear with me.
- Hamza AkhtarSo 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 BarracloughIt's done it already? That's faster than I expected.
- Hamza AkhtarAnd more importantly, look underneath, you've got the sources. Click one.
- Josh FairburnThat's the evidence trail Natasha keeps asking for, Shona. Every line goes back to the original record.
- Shona BarracloughRight. So I can show an inspector where it came from, not just a table.
- Hamza AkhtarExactly that. Now try it yourself. Ask something small first, so it's not a big scary one.
- Shona BarracloughOkay, 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 FairburnThose'll be the ones I'm still tidying in the mapping. Send me a screenshot and I'll fix them.
- Hamza AkhtarOr use the flag on the answer, it sends it to the admin. Josh, you'll see it in the console.
- Hamza AkhtarNext, 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 BarracloughGot 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 AkhtarIt'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 FairburnCan other people see my saved ones?
- Hamza AkhtarOnly if you share them. I'd suggest a shared set for the quality team so you aren't each rebuilding the same thing.
- Shona BarracloughThat'd help. We do the same report every month and everyone does it slightly differently.
- Hamza AkhtarLet's do pages now. A page is a standing view per home. Pick a home, any home.
- Josh FairburnUse one of the loud ones. Go for the first on the North East list.
- Hamza AkhtarSo 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 BarracloughDo we trust the fee invoices there? Finance would have views.
- Hamza AkhtarIt'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 FairburnFair. I'd still tell people to check the source before quoting an invoice figure externally.
- Hamza AkhtarLast 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 BarracloughThat's a good rule of thumb. Fresh, sources, flag.
- Hamza AkhtarI might steal that. Any questions before we finish?
- Shona BarracloughCan I ask something awkward? Would I be allowed to ask about named individuals, residents, in there?
- Hamza AkhtarGood 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 FairburnYes, I'll write it up. At the moment we've kept it to home level, which I'd rather keep for now.
- Shona BarracloughThat's sensible. Thank you, this was really useful.
- Hamza AkhtarBrilliant. I'll send the notes and the saved questions we built. Thanks both, speak soon.
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