Commondale Care / BG-Demo – Onboarding
Callcompleted
Commondale Care · 26 Mar 2024 12:15
Commondale Care says incident records stopped updating for two homes after a care system update. Managers have stopped using B-Viz, and finance questions the fee view against invoices. No fix date is promised yet.
What was said
What this says
As at Fri 9 Oct 2026Commondale Care says incident records stopped updating for two homes after a care system update. Managers have stopped using B-Viz, and finance questions the fee view against invoices. No fix date is promised yet.
What happened: Lynne Featherstone opened with "this isn't a happy call". Kayleigh Pounder said incident records stopped for two homes after the update. Callie Brennan found the incident type field had been renamed in the source and proposed a remap and a test refresh.
Customer view: Lynne said managers have noticed and have stopped using it. Kayleigh admitted she should have raised it sooner.
Commercial: Lynne also said an invoice has slipped and finance asks why the fee view does not match what they have paid. Callie will check the fee view against the invoices first. The evidence does not show whether this is a billing error.
Watch: Callie gave no date until the test refresh has run, and promised an answer by the end of the next day. Falling manager use this early is a value risk.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Kayleigh to send the care system update notes today.
- Callie to remap the renamed field, run a test refresh and confirm a date by the end of the next day.
- Callie to check the fee view against the invoices before anything is said to Commondale Care finance.
Risks
As at Fri 9 Oct 2026- Managers at the affected homes have stopped using B-Viz while records are stale.
- Finance questions a mismatch between the fee view and what they have paid.
- No fix date is committed until the test refresh has run.
Opportunities
As at Fri 9 Oct 2026- A clear ownership split and a standing monthly item could rebuild confidence in data freshness.
Transcript
Callie BrennanHello both, thanks for making time. Plan for the next hour: what happened with the last refresh, the connector that stopped loading, and then who owns the fix. Can you hear me?
Lynne FeatherstoneYes, loud and clear. Hello Callie. I'll be honest, this isn't a happy call.
Kayleigh PounderHiya. No, it's not. The care system got an update, and since then the numbers look wrong.- Callie BrennanThanks for telling me straight. Before we say anything about the cause, I need to check it properly. I haven't checked it yet, so I won't say it's fine.
- Kayleigh PounderThe incident records have stopped updating for two homes. Nothing has come in since the change.
- Callie BrennanThat's the connector pattern we'd expect after a source change. The records stop loading and the counts go flat. What I need from your side is the update notes from the care system.
- Kayleigh PounderI'll find them. They're in a email from the supplier somewhere. I didn't read it properly at the time.
- Lynne FeatherstoneOur managers have noticed. They've stopped using it, which I don't blame them for.
- Callie BrennanThat matters, and it's the reason to fix this quickly. Kayleigh, can you send the notes today? I'll compare the field names against the mapping.
- Kayleigh PounderYes. And I'll say now, I should have raised it sooner.
- Callie BrennanNo blame. Mapping drifts when a system changes, and the honest answer is that we should have caught it in the refresh check. That's on the checklist now.
- Lynne FeatherstoneThere's also an invoice that's slipped. Our finance team are asking why the fee view doesn't match what they've paid.
- Callie BrennanGood to know. I'd keep the money side separate for now. Let me check the fee view against the invoices before we say anything to your finance team.
- Lynne FeatherstoneYes, please. We don't want to tell them the wrong thing.
- Callie BrennanAgreed. Let's go through the connector now. Kayleigh, which home is first on the list?
- Kayleigh PounderThe one in the middle of the region. It's the biggest and the managers there ask the most questions.
- Callie BrennanThen that's where we start. I'll compare the incident fields and the record counts for that home, then do the other one.
- Kayleigh PounderFine. Do you want me to keep the screen open?
- Callie BrennanYes please. Give me a moment to pull the view up. Right, I can see a field has been renamed in the source.
- Kayleigh PounderOh. That'd be the update. They renamed the incident type field.
- Callie BrennanThat maps cleanly once we know the new name. We'll remap it, then run a test refresh before anyone relies on it.
- Lynne FeatherstoneHow long will that take? Our managers need to know whether to bother logging in this week.
- Callie BrennanI won't give you a date until the test refresh has run. I'd rather not guess. I'll tell you by the end of tomorrow.
- Kayleigh PounderFair enough. Send me the test results and I'll look at them myself.
- Callie BrennanGood. You should see the counts move again once the remap is in. If they don't, we tell each other straight away.
- Lynne FeatherstoneAnd who owns it going forward? I don't want this happening again without anyone noticing.
- Callie BrennanKayleigh owns the source changes, and you own the check on the numbers. I'll put a standing item on the monthly call for it.
- Kayleigh PounderThat's fair. I can do the source changes if someone tells me when they're coming.
- Callie BrennanGood. That's the setup note's job. Let's write it down before we finish.
- Lynne FeatherstoneRight, thanks Callie. I think we have a plan now. We'll look again when the test refresh is in.
- Callie BrennanYes. Test refresh first, then the note, then I'll confirm the next date by tomorrow. Thanks both.
- Kayleigh PounderThanks Callie. Speak soon.
- Lynne FeatherstoneBye both.