Quarrington Care Network / BG-Demo – Onboarding
Callcompleted
Quarrington Care Network · 21 May 2026 16:00
Second onboarding call with Quarrington Care Network. Referral counts still differ from Trent Nakamura's report, partly through duplicate referrers. The call settled strict field exclusion, connector order and a liaison pilot.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call with Quarrington Care Network. Referral counts still differ from Trent Nakamura's report, partly through duplicate referrers. The call settled strict field exclusion, connector order and a liaison pilot.
What happened: Ollie Pearson met Danielle Okonkwo and Trent Nakamura on 21 May 2026. Trent found the brain's count higher than his report for one hospital group, and a duplicate referrer in the CRM table was part of the cause.
Customer view: Danielle shared another liaison win, preparing from one referrer page. She wants to know whether the numbers she shows leadership are safe, and agreed to show trend only for now.
Commercial: Ollie noted the customer is under contract for forty users at fifty thousand a year. Any extra users or another team is a conversation for Jordan, and the customer was content to leave it.
Watch: Trent is the only admin and the single funnel for complaints. The notes fields stay excluded under the business associate agreement, so the liaisons may find some context missing.
Themes
As at Fri 9 Oct 2026Theme
Onboarding set-up and pilot
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ollie Pearson flags likely duplicate referrers and sends the pairs for Trent to approve.
- Ollie sends the field list per connector for Trent's compliance review.
- Ollie brings in the CRM and call recorder connectors, aiming at two weeks.
Risks
As at Fri 9 Oct 2026- Referral counts still differ from Trent's report until the date rule and duplicates are settled.
- Trent is the only admin, so a stopped connector has no cover when he is away.
- Excluding notes fields may leave liaisons with less context than they expect.
Opportunities
As at Fri 9 Oct 2026- A liaison pilot and then patient services could grow use well within the 40 licensed users.
- A fourth question on who else has a relationship with a referrer could replace Trent's one-off reports.
Transcript
Ollie PearsonHello, can you hear me alright? I can see you, Danielle, but I'm not sure about the sound the other way.
Danielle OkonkwoLoud and clear. Hi, Ollie. Trent's just joining, I think he's stuck in the waiting room.
Trent NakamuraI'm in. Sorry, the link opened in the wrong browser profile. Hi both.- Ollie PearsonNo problem at all. Good afternoon from London. I think it's still morning for you two?
- Danielle OkonkwoMorning, yes. First coffee. But before we start, I have a win from the field, because it's the reason I'm excited about today.
- Ollie PearsonGo on, I'd love that.
- Danielle OkonkwoOne of my liaisons, the one I showed the early preview to, walked into a hospital discharge office on Tuesday. The night before she'd looked at the referrer page. She saw the calls, the open contract question, the two tickets. She fixed the contract thing in the room. Her note to me said she's never walked in that prepared. That's the whole point. One view per referrer.
- Ollie PearsonThat's brilliant. Genuinely. That's exactly what we hoped the Growth set-up would do for the referral side.
- Trent NakamuraCan I jump in with something before we get going? Because it's been bugging me since yesterday.
- Ollie PearsonPlease. Always better to hear it up front.
- Trent NakamuraSo I pulled the referral counts for one of our big hospital groups out of the brain preview and set them next to my own monthly report. That doesn't tie to my numbers. The brain is higher. Not wildly, but higher. And I don't want to just assume mine is the wrong one.
- Ollie PearsonRight. Okay. Do you know roughly why? Is it every month or just that group?
- Trent NakamuraJust that group, as far as I can see. My guess is a few things. One, the same referrer might be sitting under two names in the CRM. Two, my report counts by the date the referral was accepted, and I think the brain might be counting by the date the record was created. Three, I'm not sure how you treat a referral that was reopened.
- Ollie PearsonThat's a really good list. Yeah. The date one is my first suspect. By default the brain uses the created date on the source record, because that's the one that always exists. If your team treats accepted date as the real one, we can change which field wins for referrals.
- Trent NakamuraWhich source wins, though? That's what I keep asking. If the CRM and the intake spreadsheet disagree, which does the brain believe?
- Ollie PearsonWhichever you tell it to. We write it down as a rule, per field, and it's visible in the config. I'd rather we agree it with you than guess. Can I put that on the list for today? Field precedence for referral date and referrer identity.
- Trent NakamuraYes. And I'll reconcile it on my side too, I'll take the one group and go line by line. Then we'll know whether it's a rule problem or a duplicate problem.
- Danielle OkonkwoAnd I need to know by Friday if the numbers I'd show leadership are safe. Not perfect. Safe.
- Trent NakamuraI'd say show trend, not the absolute count, until I've tied it out. The direction is right, I just don't want to overstate what the data shows.
- Danielle OkonkwoFine. Trend only. Okay.
- Ollie PearsonGood. Let me say what I'd planned for the call, and you can tell me if it's wrong. Three things. Where we are with the set-up in your Snowflake account and the connectors. How the business associate agreement shapes what we switch on. And then who gets into the brain, and when.
- Danielle OkonkwoThat's it. That's what I want.
- Ollie PearsonOkay, so first one. Everything lives inside your Snowflake account, so none of your data is copied into ours. Trent, you've already created the database and the role we asked for, which was very quick.
- Trent NakamuraYeah, that was last week. I kept the role tight. It can only see the schemas you listed, nothing else. I'd rather widen it than narrow it later.
- Ollie PearsonThat's the right way round. So the connectors. We've got the CRM connected and loading. The call recorder and the helpdesk are authorised but haven't pulled a full history yet. The contract documents are the one we haven't started.
- Danielle OkonkwoWhich ones matter first? For me it's calls and the CRM. The liaisons live in those.
- Ollie PearsonThat matches what I'd do. CRM first, which is nearly there. Then the call recorder, because that's where the richest context sits. Helpdesk after, and contracts last because they need the most care.
- Trent NakamuraWhy care on contracts? Is it the format, or the content?
- Ollie PearsonBoth, honestly. The format's the easy bit. It's the content. A lot of referring hospital contracts will have names and sometimes clinical wording in them, and we have to decide what's indexed and what's left out. Which brings me to the agreement.
- Danielle OkonkwoRight. And I'll say this plainly. I never put patient information in email and I'm not going to start now. If anything in this system could surface a patient's name to a liaison who shouldn't see it, I need to know.
- Ollie PearsonThat's fair, and that's the right instinct. So the design is this. The brain is for referrers, contracts, calls, tickets. Not clinical records. We don't connect to anything that holds patient records. But we know patient details can leak into free text, call notes, ticket bodies, that sort of thing.
- Trent NakamuraYeah, call notes are the worry. Liaisons type things in a hurry.
- Ollie PearsonExactly. So there are two controls. One, we can exclude fields entirely, so a free-text notes field in the CRM simply isn't read. Two, we can mask patterns before they're indexed. I'd suggest we start strict. Exclude the notes fields, run it for a couple of weeks, then see what you'd actually miss.
- Danielle OkonkwoStrict first. I like that. We can loosen it, we can't un-leak it.
- Trent NakamuraAgreed. Can you send me the list of fields per connector that will be read? Bullet points, one line per field. I'll go through it with our compliance people before anything else switches on.
- Ollie PearsonYes, I'll send that tomorrow, and I'll mark the ones I think are risky so you're not hunting. Hollie, our customer success manager, will be copied, so she knows what's been agreed.
- Danielle OkonkwoHollie's the one we'll deal with after the set-up, right?
- Ollie PearsonYes. I'm here to get you live. Once you're up and the liaisons are in, Hollie takes the day to day, the check-ins, how it's being used. Jordan stays your contact for anything commercial.
- Trent NakamuraGood. Okay, can I see what the CRM load actually looks like? I'd like to look at the referrer table with you rather than hear about it.
- Ollie PearsonOf course. Give me a second, I'll share my screen. Bear with me, it's on the other monitor.
- Ollie PearsonRight, can you see that? This is the referrer table the brain built from the CRM. Each row is one organisation or one physician group.
- Trent NakamuraYep. Scroll down a bit. There. See those two rows? Same hospital group, slightly different spelling. That's one of my duplicates, I'd bet.
- Ollie PearsonYeah, you're right. That's likely your discrepancy, or part of it. The brain treats them as two referrers, so it counts both sets of referrals against the group when you roll up.
- Trent NakamuraOkay, so that tells me something. It's partly mine, the CRM is messy. But I'd still want a merge to be a decision, not something the brain does behind my back.
- Ollie PearsonCompletely. We don't merge silently. We flag likely duplicates, you approve the pairs, and the decision is stored so it survives the next refresh. Want me to run the flag for the whole table and send you the pairs?
- Trent NakamuraPlease. Say a couple of hundred rows at a time if it's long, I'll go through them with my team. I'll reconcile it, and then we compare to my report again.
- Danielle OkonkwoWhile you're in there, can you show me the view a liaison would see? Not the admin one.
- Ollie PearsonYes. One moment, I'll open a referrer page. This is the sort of thing your liaison would have seen on Tuesday.
- Ollie PearsonSo at the top, the referrer and its contacts. Then recent calls, with a short summary. Then open tickets. Then contract status. And down the side there's a chat box where she can ask a question in plain words.
- Danielle OkonkwoThat's it, that's the one. What's the referral trend for this group, can she ask that?
- Ollie PearsonShe can. Trent, that one's going to depend on the date rule we just talked about, so I'd hold off showing it around until we've settled it.
- Trent NakamuraRight. Which is exactly why I want to nail that first.
- Danielle OkonkwoFine, but I want it before the leadership meeting. Can we say two weeks?
- Ollie PearsonI think that's realistic for the CRM piece and the call recorder. I'd rather say that than promise the contracts as well. Is that okay?
- Danielle OkonkwoCalls and CRM in two weeks. Contracts can follow. Done.
- Ollie PearsonGood. Let me stop sharing, and let's talk about people. Who gets in, and when.
- Trent NakamuraSo at the moment it's basically me and Danielle. A liaison or two have had a look in the preview, but that's all.
- Ollie PearsonYes, that matches what I can see. You've got forty licensed users, so there's plenty of room. The question is the order.
- Danielle OkonkwoLiaisons first. Let's loop in the liaisons. They're the ones who'll tell us if it's useful or if it's noise. Then the patient services team, because they field the hospital questions about contracts and tickets.
- Trent NakamuraI'd pilot with a handful of liaisons, not all at once. Maybe one from each state. If something looks wrong in their data, I want to hear it from five people, not from everyone.
- Danielle OkonkwoHmm. I'd rather more. But okay. One per state plus one extra for the biggest territory.
- Ollie PearsonThat sounds sensible. And I'd keep the admin side to Trent for now. If a second admin makes sense later, say someone on your side who'd cover holidays, we can add them. Is there anyone?
- Trent NakamuraThere's an analyst on my team who'd be the natural backup. I'll think about it. Right now I'd rather one person knows it properly.
- Ollie PearsonFair enough. Only thing I'd flag, and it's a bit boring, is that if you're away and something stops loading, it helps to have someone else who can restart a connector. But we'll come back to it.
- Danielle OkonkwoTraining. What do you do for the liaisons? They're not technical. They'll give it ten minutes and that's it.
- Ollie PearsonShort and practical, then. I'd run one live session, shorter than an hour, on their own referrers rather than a demo set. Show them three questions they'd actually ask before a visit. Then a one page cheat sheet. And I'd record it so the people who can't make it can watch.
- Danielle OkonkwoRecorded is good. Make the cheat sheet short. Short sentences.
- Ollie PearsonShort sentences, got it. Can I ask what the three questions would be? You'd know better than me.
- Danielle OkonkwoEasy. One, what's the referral trend for this referrer. Two, what did we last talk about with them. Three, is anything open, a ticket or a contract thing. That's the visit.
- Trent NakamuraI'd add a fourth, who else here has a relationship with them. Because I get asked that for reporting all the time and it ends up as a one-off request.
- Ollie PearsonGood one. That should be answerable from the calls and the CRM contacts together. I'll try it on your data and tell you honestly if it works.
- Trent NakamuraHonestly is what I want. If it can't, tell me. I won't build a report the brain can answer, but I'm not going to pretend it can when it can't.
- Ollie PearsonDeal. Okay. Anything on usage side so far? I see the tickets, you've raised two in the last month, both fairly small.
- Trent NakamuraYeah, those were mine. One was about the role permissions and one was a question about how often it refreshes. Both answered. No complaints.
- Ollie PearsonGood. On the refresh, just so everyone's got it, it runs overnight and should be done before seven in the morning your time on business days. So the liaisons see fresh data when they start.
- Danielle OkonkwoBusiness days. So not weekends.
- Ollie PearsonRight, not weekends. If a liaison's checking on a Sunday, it'll be as of Friday night. Is that going to matter?
- Danielle OkonkwoProbably not. Hospitals don't schedule much on a Sunday. Let me ask them and see.
- Trent NakamuraI'll note it. If it comes up, we'll raise it with Hollie.
- Ollie PearsonPerfect. Right. Let me do a quick recap, because I've got a long list in my notes and I don't want to miss any. Tell me if I get anything wrong.
- Ollie PearsonOne. Referral date and referrer identity, you decide which source wins, and Trent takes the one hospital group and reconciles it against his report. Two. I'll flag likely duplicate referrers and send the pairs, you approve them. Three. Notes fields stay excluded to begin with, and I send the field list per connector tomorrow for your compliance people.
- Ollie PearsonFour. Order of connectors is CRM, then call recorder, then helpdesk, then contracts. Calls and CRM in two weeks. Five. Pilot with a handful of liaisons, one per state plus one, a short recorded session and a one page cheat sheet. Six. Danielle shows trend only until Trent has tied it out.
- Trent NakamuraThat's all of it. I'd add, can you tell me in writing what the refresh does if a source is down overnight? Does it keep the old data or blank it?
- Ollie PearsonKeeps the old data and marks the connector as behind. It never blanks it. I'll put that in the note so you've got it in writing.
- Trent NakamuraGood. Thanks.
- Danielle OkonkwoOne more thing from me, and it's not a technical thing. When the liaisons start, some of them will complain. They always do. A field's wrong, a name's missing. I don't let a complaint sit. Where do they send it?
- Ollie PearsonTwo routes. Anything about data being wrong goes to Trent first, because it's usually a source thing he can fix. Anything about the brain not working goes to our support through the helpdesk, and I'd have Trent submit those so they come from one place.
- Trent NakamuraI'm happy to be the funnel. I'd just want a shared channel so Danielle can see what's been raised, so she's not chasing me.
- Danielle OkonkwoYes. I want to see it. If a liaison writes to me, I want to be able to say it's been logged.
- Ollie PearsonMakes sense. I'll set up a simple shared thread for the onboarding period and we'll review it every week on a short call. Does the same time on a Thursday work?
- Danielle OkonkwoThursday's fine for me. Earlier would be better though, my afternoons are crazy.
- Ollie PearsonWhich is the afternoon for me, so earlier for you is the same as lunchtime for me. I can do that. I'll send a couple of times.
- Trent NakamuraBefore we finish, a practical one. For the contracts, whose job is it to find them? They're in several places. Some are in shared folders, some in the CRM as attachments.
- Ollie PearsonHonestly that's the bit I'd leave until the first two connectors are done. But a useful thing you could do in the meantime is just tell me the three or four places they live. No need to move anything. I'll work out what's reachable.
- Trent NakamuraOkay. I'll write it up. It's a messy list, I warn you.
- Ollie PearsonMessy is normal. It's the first thing everyone says.
- Danielle OkonkwoHa. Good. Okay, I think I'm done. This was useful. I came in wanting to know when my liaisons get this, and I've got a plan.
- Ollie PearsonGood. I'll say one more thing, so it's on record. You're under contract for forty users, and it's fifty thousand a year. There's nothing I need from you on that today. If the pilot goes well and you want more people or another team, that's a conversation for Jordan, not something to worry about now.
- Danielle OkonkwoUnderstood. Not today. Let's get the first group working.
- Trent NakamuraSame. One more minute from me, if that's okay. Can I just double check the role permissions on the liaison side? In the preview I could see something an ordinary user probably shouldn't.
- Ollie PearsonYes, tell me. What was it?
- Trent NakamuraThe connector settings page was visible from the admin account, which is fine, but when I switched to the ordinary view I could still see the names of the connectors. Not the settings, just the names. It's minor, but I'd rather it was hidden.
- Ollie PearsonThanks, good catch. That's a setting. I'll check what's controlling it and tell you by the end of tomorrow. I'd rather not guess.
- Trent NakamuraPerfect. That's mine done.
- Ollie PearsonRight. I'll send the follow-up note this afternoon with the list of decisions and the field list tomorrow. If I've got anything wrong, just reply and I'll fix it.
- Danielle OkonkwoGreat. Thanks, Ollie. Trent, thanks. Talk Thursday.
- Trent NakamuraCheers both. Speak soon.
- Ollie PearsonSpeak soon. Have a good day, both.
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