Kingdon Diagnostics / BB-Demo – Check In
Callcompleted
Kingdon Diagnostics · 2025-06-17 09:45
Aisha Bukhari, Head of Contracts and Commercial, needed proof the data was current before a contract review with a trust. Usage was up, no tickets were open, and the January renewal was flagged for the autumn review.
What was said
What this says
Current to 13 Oct 26Aisha Bukhari, Head of Contracts and Commercial, needed proof the data was current before a contract review with a trust. Usage was up, no tickets were open, and the January renewal was flagged for the autumn review.
What happened: Marcus Bell ran a check-in on 2025-06-17 covering usage, the refresh history and a turnaround view by trust. Average active users were a touch over seven, up on the quarter before, with no tickets in the last month.
Customer view: Aisha needs to say what happened, not what is promised, because she cannot tell the trust the data is current unless she is sure. She asked for a one-page summary with the source named.
Commercial: She also asked for the invoices grouped by trust, which Ryan can build as a dashboard view. Marcus said the next quarterly review is in the autumn and the January renewal will be discussed then, with Lewis.
Watch: On Growth, the service levels cover availability and the nightly refresh target, so a freshness miss would not carry a credit.
Themes
Current to 9 Oct 26Theme
Data assurance for trust review
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell sends Aisha the one-page refresh summary with the source named that afternoon.
- Marcus Bell books thirty minutes with Ryan to build the invoice-by-trust view.
- Marcus Bell confirms the autumn review date and raises the January renewal with Aisha and Lewis.
Risks
Current to 9 Oct 26- Aisha relies on showing the trust that the data is current, so a stale refresh would hit her credibility.
- Growth service credits cover availability only, so a freshness breach carries no credit.
Opportunities
Current to 9 Oct 26- The contract team wants invoices grouped by trust, which deepens use of the dashboards.
- The autumn quarterly review is a natural point to open the January renewal early.
Transcript
Marcus Bell NoneMorning, Aisha. Can you hear me alright?
Aisha Bukhari NoneMorning, Marcus. Yes, perfectly. Sorry, I'm eating a very early biscuit. It's been one of those weeks already.- Marcus Bell NoneHa, no problem. Busy week up there?
- Aisha Bukhari NoneBusy, yes. The contract review is coming up with one of the trusts, and I've been pulling things together since Monday. Which is partly why I wanted this call, to be honest.
- Marcus Bell NoneGood, then let me share my screen and say what I'd like to cover. Just a quick look at usage, anything you need for the review, and what's next. Does that suit?
- Aisha Bukhari NoneThat suits very well.
- Marcus Bell NoneOkay, so I've pulled the numbers. Average active users are a touch over seven, and that's up a fair bit on the quarter before. And there's been no tickets at all in the last month, which is always a nice thing to say.
- Aisha Bukhari NoneNo tickets, because Ryan's been sorting things out himself, I suspect. Or because it's just working. I'd like to think it's the second.
- Marcus Bell NoneI think it's a bit of both. The overnight refreshes have been landing on time, and the record count is still moving, so nothing's gone stale.
- Aisha Bukhari NoneThat's what I wanted to hear. Because what does the contract say about what I can promise the trust? I can't stand in a meeting and say the data's current if I'm not sure it is.
- Marcus Bell NoneRight, and I'd not want you to overstate it either. The service levels on Growth cover availability, and the nightly refresh is meant to be complete by seven in the morning on business days. What I can show you is the actual refresh history, so you can say what happened rather than what's promised.
- Aisha Bukhari NoneYes, that's exactly it. What happened. Let's see the turnaround figures too, if you can, for that trust. I'm interested in whether the reporting time has been getting better or worse.
- Marcus Bell NoneI can do that. Ryan built a view by trust, it's in the dashboards. I'll pull it up now. Hang on. There. So this is the trust you mentioned, and it goes back across the last few months.
- Aisha Bukhari NoneMm. Right. So it's flat, then a dip, then it comes back. Is that the dip when we had the scanner down at one of the sites?
- Marcus Bell NoneI couldn't tell you from here, that's your world. What I can say is that the data shows a rise in reports waiting for a stretch, and then it clears. If you tell me the dates of the scanner problem, we can check they line up.
- Aisha Bukhari NoneI'll ask Ryan. He'll know the dates, he keeps a log. I'd rather say it's explained than leave a gap in the story.
- Marcus Bell NoneSensible. Would it help if I exported this as a one-page summary you can put in your pack? Just the chart and the headline lines, nothing else.
- Aisha Bukhari NoneYes, please. One page, and plain. And with the source named at the bottom, so nobody asks where it came from. I don't cut corners on information governance, and I don't want anyone at the trust thinking we did.
- Marcus Bell NoneOf course. I'll note that it comes from your own systems, via the brain, and the refresh date. I'll send it over this afternoon.
- Aisha Bukhari NoneLovely. Now, a slightly different thing. The contract team keep asking whether they can look at the invoices side more easily. They can see what's outstanding but they want to see it grouped by trust. Is that something Ryan can just do?
- Marcus Bell NoneI think so, yes. It's the same sort of filter as the turnaround view. I'd suggest Ryan and I spend a short while on it. Shall we book thirty minutes next week? Happy to jump on a call.
- Aisha Bukhari NoneYes, do. I'll tell him to expect your invite. He's quite protective of his dashboards, so be gentle.
- Marcus Bell NoneI'll be very gentle. I'll just ask nicely.
- Aisha Bukhari NoneGood. And one more thing, small. When's the next proper review from your side? I like having it in the diary so I can plan the trust meetings around it.
- Marcus Bell NoneGrowth gets a quarterly review, so we'll set the next one for the autumn, and I'll check the date with you rather than guess. We'll also talk about the January renewal then, with Lewis, so there's plenty of notice.
- Aisha Bukhari NoneThat's all fine. No surprises for the trust, no surprises for me. That's all I ask.
- Marcus Bell NoneUnderstood. So I'll send the one-pager this afternoon, and book thirty minutes with Ryan on the invoice view. You'll check the scanner dates with him?
- Aisha Bukhari NoneI will. I'll message him as soon as we're done.
- Marcus Bell NoneBrilliant. Thanks, Aisha. Good luck with the review.
- Aisha Bukhari NoneThank you, Marcus. Speak soon. Best wishes.
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