Quarrington Care Network / BG-Demo – Check In
Callcompleted
Quarrington Care Network · 25 Aug 2026 15:45
Quarrington asked for thirty more users on Growth so intake coordinators can see the referrer view. The COO will go ahead once privacy and security are satisfied. Jordan owes a quote, Hollie an access note.
What was said
What this says
As at Fri 9 Oct 2026Quarrington asked for thirty more users on Growth so intake coordinators can see the referrer view. The COO will go ahead once privacy and security are satisfied. Jordan owes a quote, Hollie an access note.
What happened: Hollie showed active users at forty-one against forty licensed, with questions climbing and no tickets. Danielle and Brandon then asked for thirty more seats for intake coordinators.
Customer view: Danielle said "We'd like thirty more seats." Gregory, the Chief Operating Officer, said to go ahead once privacy and security are comfortable, with one quote and nothing that creates work for his team.
Commercial: Users are sold as add-on blocks of ten, so three blocks, co-termed to the contract end on 29 Apr 2027. The subscription is £50k a year and no add-on price was given; Jordan will quote.
Watch: Privacy has not signed off. Jordan also flagged a renewal-shape conversation for next April, which is a later conversation, not agreed today.
Themes
As at Fri 9 Oct 2026Theme
Seat expansion for coordinators
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Jordan Pike to send one co-termed quote to Danielle Okonkwo and Gregory Hasselbeck.
- Hollie Grieve to send the access note for privacy, plus the usage chart, this week.
- Brandon Ellison to send coordinator groups and take the note to the privacy officer.
Risks
As at Fri 9 Oct 2026- Privacy and security have not yet reviewed what intake coordinators would see, and the decision depends on them.
- Users are already one over the forty included, and drift further over without an agreed add-on is a licensing issue.
Opportunities
As at Fri 9 Oct 2026- Three blocks of ten additional users on the Growth subscription, co-termed to 29 Apr 2027.
- A conversation on the right shape ahead of the April renewal.
Transcript
Jordan PikeHey all, can you hear me okay? I've got Hollie here already. Danielle, Brandon, I think you're both in the waiting room, let me admit you.
Danielle OkonkwoHi Jordan, hi Hollie! Yes, loud and clear. Brandon's walking in from another meeting, give him a second.
Hollie GrieveHi both. No rush at all, we've got the time.
Brandon EllisonSorry, sorry. Hi everyone. My last call overran. Is my audio okay? I've got the headset on this time.- Jordan PikeSounds great, Brandon. Okay, quick agenda and a time check. We've got thirty-five minutes. One, Hollie walks us through how the brain's being used. Two, the intake coordinators question, which I know is on Brandon's mind. Three, next steps. Does that work?
- Danielle OkonkwoWorks for me. Can I start with a win from the field? Because it's relevant.
- Jordan PikePlease. I love a win.
- Danielle OkonkwoSo one of my liaisons, she covers a physician group down in the south of Illinois, she had a sit-down with their office manager last week. Before the brain, she'd have gone in and asked three different people for the history. This time she pulled the calls, the open tickets, the contract, everything, one view, before she even parked the car. And the office manager said she knew them better than the last liaison did in a year. That's the whole point, right? The liaison knows the referrer before she walks in.
- Hollie GrieveThat's lovely to hear, Danielle. Honestly that's the sort of story that tells me more than any chart does.
- Jordan PikeYeah, that's exactly it. One view per referrer. Okay, Hollie, I'll hand it to you. Want to share your screen?
- Hollie GrieveYes, give me a moment. Right. Can everyone see the usage page? It says Quarrington at the top.
- Brandon EllisonYep, I see it.
- Danielle OkonkwoSame. Little bit small but I can see it.
- Hollie GrieveI'll zoom in. So, the headline. You're on Growth, forty licensed users, and over the last month the number of people actually active is forty-one. So one over what's included. And that's against a much quieter picture last quarter, active users have more than doubled since then.
- Danielle OkonkwoMore than doubled. Okay. What's the referral trend look like on questions, though? Are people asking, or just logging in?
- Hollie GrieveGood question, and it's asking. Questions asked are climbing month on month, and what I like is that it's spread across a lot of people. It's not one person doing all of it. That's the thing I watch for, because if one person asks most of the questions, that's a risk if they leave. Here it's your liaisons, a good chunk of the patient services team, and a few people from leadership.
- Brandon EllisonThat'll be my team. We started using it for the discharge follow-up pieces and then people just kept going.
- Hollie GrieveYeah, that's what the numbers say. And connectors are all loading, records indexed are going up steadily, so the nightly refresh is doing what it should. Nothing's gone stale.
- Jordan PikeAnd Hollie, tickets? To be transparent, I want Brandon and Danielle to hear it from you.
- Hollie GrieveNothing. Zero tickets in the last thirty days, none high priority, and no overdue invoices on the finance side either. It's all been quiet, which for an account that's growing this fast is a good sign. I'd rather people were telling us when something's off, but there's nothing to tell, I think.
- Danielle OkonkwoGood. I'd hear about it if my liaisons had complaints. I don't let those sit.
- Hollie GrieveI know you don't. Okay, so that's where we are. One over the included number, and I suspect the real demand is higher than forty-one. Brandon, that's where you come in.
- Brandon EllisonRight. So, yeah. Um. When we first rolled this out it was referral relations and a handful of us in patient services. But the intake coordinators have been watching us. They sit with the referrals as they come in, they're the ones on the phone with the hospital discharge planners, and they keep asking why they can't see what the liaisons see.
- Jordan PikeSorry, Brandon, can I ask, roughly how many coordinators are we talking about? Just so we're scoping the right size.
- Brandon EllisonAcross the branches it's about thirty. I counted last week. Some are part-time, but I'd want them all on, otherwise it creates a two-tier thing, and that's worse.
- Danielle OkonkwoAnd that's the ask. I'll just say it. We'd like thirty more seats. The liaisons and the coordinators are working the same referrer from two ends, and right now one end is blind. I need this sorted by Friday if we can, or at least a path to it.
- Jordan PikeOkay. Love it. Let me say it back so I've got it right. Thirty additional users on top of the forty you have, so seventy in total, for the intake coordinators across the branches. Is that right?
- Danielle OkonkwoThat's right.
- Jordan PikeGreat. Here's where we are on how that works. Users are sold in blocks of ten as an add-on, so you'd be looking at three blocks. They'd sit under the existing agreement and come in line with the contract end on 29 Apr 2027, so you're not starting a separate clock. Your subscription today is £50,000 a year, and the add-on would be quoted on top of that.
- Danielle OkonkwoOkay. And what does it cost?
- Jordan PikeI'm not going to throw a number at you off the cuff. I'll put a proper quote together and get it to you and Greg. I don't want to guess in front of you.
- Danielle OkonkwoFair. I'd rather have it right.
- Brandon EllisonCan I ask something? The forty-one against forty. Does that mean the extra person got blocked? Because I'd hate to find out somebody's been locked out.
- Hollie GrieveNo, nobody's been locked out. The user number is a licensing line, it isn't a wall. Everyone who's logged in has been able to work. But I don't want you drifting further over it without it being agreed, and with thirty more people it would be a lot further over. So it's worth putting it on paper properly.
- Brandon EllisonOkay, good. That's what I was hoping.
- Jordan PikeNow, can I ask the question I always ask? What would make this a yes? Because I can see Danielle's keen, Brandon's keen. What does Greg need to see?
- Danielle OkonkwoGreg won't commit anything without privacy and security looking at it. And I don't commit budget without him, so. That's the order. It's not a bad thing, it's just the order.
- Jordan PikeNo, that's right, and honestly that's how it should be. To be transparent, intake coordinators are a different group from your liaisons, so I wouldn't assume the access picture's identical. Hollie, can you speak to what they'd actually see?
- Hollie GrieveYes. So access is set by team. The liaisons see the referrer view, calls, tickets, contracts and so on. For intake coordinators we'd set up their own group, and we can limit it to the referrer-level views they need, so it's the same brain and the same business associate agreement, but the permissions are scoped to what that role needs. We'd write that down in a short note so privacy can look at exactly what's being opened up, rather than taking our word for it.
- Brandon EllisonThat'd help. If I take the note to our privacy officer, they'll want something concrete. They always ask what the coordinators can see and what they can't.
- Hollie GrieveThen I'll have that with you this week. Brandon, I'll need your list of coordinator groups, just the teams and roughly how many in each, not names. Is that doable?
- Brandon EllisonYeah, I've got most of it in a spreadsheet. I'll tidy it up and send it over tomorrow.
- Danielle OkonkwoLet's loop in the liaisons too, actually. A couple of them have opinions on what the coordinators should see. I'd rather they said it now than complain later.
- Hollie GrieveThat's a good idea. Do you want me on a short call with them, or would you rather gather it and send it?
- Danielle OkonkwoGather it, I think. Two or three lines each. I'll do it by Thursday.
- Hollie GrievePerfect. Thursday works.
- Jordan PikeOkay, while we're here, anything else on the usage side that's bugging you? Brandon, anything slow, anything missing from the data? I'd rather hear it now.
- Brandon EllisonNot really. I'd say the one thing is, my team keep asking for the discharge follow-ups to be easier to find. But that's a how-to, I think, not a fault.
- Hollie GrieveThat sounds like how-to to me. I can run a short session for your team, half an hour, show them the saved searches. People often don't realise those exist.
- Brandon EllisonOh, that'd be great. Yes please.
- Danielle OkonkwoHonestly, do that for the coordinators too, once they're on. Day one. I don't want thirty new people poking around.
- Hollie GrieveAgreed. I'll fold a first-day session into the plan, so they're not left to work it out. Short and practical.
- Danielle OkonkwoOh, there's Greg. Greg, hi, we were just about to loop you in.
Gregory HasselbeckHello, everyone. Sorry to jump in. What decision is needed?- Jordan PikeHi Greg, thanks for joining. Short version. Usage has more than doubled, you're one over the forty included users, and Danielle and Brandon want thirty more seats so the intake coordinators can see the referrer view. I'd put a quote in front of you. The decision is whether to go ahead, subject to privacy and security.
- Gregory HasselbeckWhat's the risk?
- Hollie GrieveFairly low, Greg. Same brain, same agreement, same business associate agreement. The new group would have its own scoped permissions. I'm writing a short note for privacy that sets out exactly what they would and wouldn't see.
- Gregory HasselbeckHas privacy signed off?
- Brandon EllisonNot yet. I'm taking the note to them as soon as Hollie sends it. I'd expect questions about the coordinators specifically.
- Gregory HasselbeckFine. Then once privacy and security are comfortable, go ahead. Keep it simple. One quote, one change, nothing that creates work for my team.
- Jordan PikeUnderstood, Greg. One quote, co-termed with what you have. I'll make sure it's clean.
- Gregory HasselbeckThank you. Danielle, Brandon, I'll leave the detail with you. Good to hear it's being used.
- Danielle OkonkwoThanks, Greg. That's what I needed.
- Jordan PikeOkay. That went quick, in a good way. Let me check I've got the order right, because I want to be straight about the sequence. Hollie sends the access note and Brandon takes it to privacy. Brandon sends Hollie the coordinator groups. Danielle gathers the liaisons' views by Thursday. I send the quote to Danielle and Greg. Then Greg signs once privacy and security are happy. Did I miss anything?
- Brandon EllisonI think that's it. Sorry, one question. If privacy come back and want something changed about what the coordinators see, does that hold things up?
- Hollie GrieveIt shouldn't. Permissions are something we can adjust on our side fairly quickly, and nothing's contractual about the scope of a view. If they want it narrower, we narrow it. I'd rather they asked.
- Brandon EllisonOkay, that helps. That's a relief, honestly.
- Danielle OkonkwoAnd what about the timing on your side? If Greg signs, how long before the coordinators are in?
- Hollie GrieveOnce the seats are agreed it's quick. The users are provisioned and the group's set up, a matter of days rather than weeks. The slower part is always on our side of the table, privacy review and getting the names from Brandon's teams, not the technology.
- Danielle OkonkwoGood. Then I'll push to have privacy done quickly. I know the officer, I'll give her a nudge.
- Jordan PikeAppreciate it. And look, Danielle, one thing for later, not today. You're growing into this faster than most. When we get towards the renewal next April, Hollie and I will want to sit down with you and look at what the right shape is, so you're not buying it piecemeal. But that's a conversation for later.
- Danielle OkonkwoSure. Let's do the seats first. Then we can talk shape.
- Hollie GrieveThat's my thinking too. I'll keep an eye on the usage over the next few weeks, and I'll flag it if the number moves a lot once the coordinators arrive.
- Danielle OkonkwoGood. Oh, one more thing. Can I get a simple chart for the leadership team? Questions asked per month, active users. Nothing fancy. They like to see a line going up.
- Hollie GrieveYes, of course. I'll build it from the usage page and send it with the note. If there's a particular period you want, tell me and I'll match it.
- Danielle OkonkwoSince the start is fine. Let them see the whole climb.
- Jordan PikeGreat. Any other questions from anyone? Brandon, anything about training or onboarding the new group?
- Brandon EllisonJust that first-day session you mentioned. If we can do it in two sittings, because the coordinators work shifts, that'd be easier.
- Hollie GrieveTwo sittings, no problem. Pick the times that suit the shifts and I'll fit around them.
- Brandon EllisonBrilliant. Thanks, Hollie.
- Jordan PikeOkay, I think we're good. Danielle, anything you want to add before we wrap?
- Danielle OkonkwoJust thanks. This is the first tool my liaisons actually talk about in the hallway. That doesn't happen a lot. So let's get the coordinators on, and I need the quote by Friday.
- Jordan PikeYou'll have it. Thanks, everyone. Hollie, you'll send the note and the chart, I'll send the quote, and we'll all keep each other posted.
- Hollie GrieveWill do. Thanks all, speak soon.
- Brandon EllisonThanks everyone. Talk soon.
- Danielle OkonkwoThanks, all. Bye now.
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