Commondale Care / BG-Demo – Onboarding
Callcompleted
Commondale Care · 23 Apr 2024 14:45
Second onboarding call with Lynne Featherstone and Kayleigh Pounder. First refresh ran live, incidents looked right, fees looked low because two homes had old codes. Roles agreed: Lynne for content, Kayleigh for connectors.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call with Lynne Featherstone and Kayleigh Pounder. First refresh ran live, incidents looked right, fees looked low because two homes had old codes. Roles agreed: Lynne for content, Kayleigh for connectors.
What happened: The call recorder credentials were in and the first refresh ran during the call. Lynne checked the largest home.
Customer view: Lynne found the incidents right but the fees low. Callie traced it to two homes with old codes and promised a fix that night. Lynne closed with praise.
Commercial: Lynne, Head of Care Operations, is now engaged as a content owner, which helps adoption. Trevor in finance will get a read-only login for fee invoices.
Watch: Lynne wanted to wait until Friday to check the homes before anyone relies on the data. Trust depends on the lookup fix landing.
Themes
As at Fri 9 Oct 2026Theme
First refresh validation
Importance
neutral
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- Callie to fix the lookup and send the update that night.
- Lynne and Kayleigh to agree the homes on Friday.
- Callie to email Trevor about his read-only login.
Risks
As at Fri 9 Oct 2026- Fees looked low after the first refresh because two homes carried old codes in the lookup.
- Kayleigh said she needs Lynne to tell her what looks wrong, so the content and connector split depends on both staying engaged.
Opportunities
As at Fri 9 Oct 2026- Finance's read-only invoice view could widen use beyond care operations.
- Family and commissioner contact searchable by home is something Lynne said the families want.
Transcript
Callie BrennanAfternoon all, can you hear me? Lynne, are you on?
Lynne FeatherstoneI'm here, sorry, I'm still in the car park. Give me a sec to get inside.- Callie BrennanNo rush. Kayleigh, you're on, yes?
Kayleigh PounderYes, hi Callie. Hiya Lynne.- Callie BrennanRight, plan first. I want to check the credentials are in, go through the lookup Kayleigh was reviewing, and agree the refresh schedule. Shout if you want something else on the list.
- Lynne FeatherstoneThat's fine. Can I ask one thing first? The families want to see who's been in touch, does that show up?
- Callie BrennanIt does. The contacts from the CRM are in the first refresh, so family and commissioner contact is searchable by home. Let's see it on your data once we've done the credentials.
- Kayleigh PounderCredentials came through Monday. I've checked the call recorder one, it's read only like you said.
- Callie BrennanBrilliant, that's the one I was waiting on. That maps cleanly, so I'll switch the refresh on this afternoon.
- Lynne FeatherstoneThis afternoon? I thought we'd agreed to wait until Friday so we can check the homes first.
- Callie BrennanWe can do that. The refresh is safe to run now, but you're right, I'd rather you check the homes before anyone relies on it. So I'll run it, and we agree the homes on Friday.
- Lynne FeatherstoneOkay, that's sensible. Kayleigh, can you send me the list of homes that don't match?
- Kayleigh PounderI've got it here. It's about a dozen, same as before, and two of them are the old names.
- Lynne FeatherstoneRight. Those two I know. The one in the Teesside area changed in the spring, I'll tell you when I'm off this call.
- Callie BrennanThat's perfect. Who owns the incidents view? The care home system sends them over, and I want to be sure someone checks the feed each week.
- Lynne FeatherstoneThat'd be me, really. I look at the incidents every morning anyway. Kayleigh's the one who'd know if the feed breaks.
- Kayleigh PounderYes, I'd notice, but I'd need you to tell me it looks wrong. Sometimes I don't know what's normal for a home.
- Lynne FeatherstoneFair enough. Let's say I look at the content and you look at the plumbing.
- Callie BrennanThat's a good split. I'll put it in the setup note: Lynne for content, Kayleigh for the connectors and the admin side.
- Lynne FeatherstoneSorry, Callie, I've just had Trevor on the phone about fee invoices. He wants to know when those show up.
- Callie BrennanGood question. Fee invoices come from the accounting system once a day. The first refresh brings the last few months across, and then it keeps up nightly.
- Lynne FeatherstoneDoes he need a login? He's going to ask.
- Callie BrennanRead-only, yes. I'd keep it separate from admin, so he can see invoices without being able to change anything. I'll add it to the list.
- Lynne FeatherstoneThanks. Tell him yourself, he'll like hearing it from you.
- Callie BrennanI'll drop him a short email. Right, let's look at the homes now.
- Kayleigh PounderOkay, the refresh's done, I can see the first homes loading.
- Callie BrennanLovely. Check one home you know well, the largest one, and tell me if the numbers look right.
- Lynne FeatherstoneThe incidents are right, I can see last week's. The fees look a bit low to me, though.
- Callie BrennanLet's compare them. I'll check the lookup against the accounting system while you do that, I don't want to guess.
- Callie BrennanRight, I think it's the lookup. Two of the homes have the old code. Once that's fixed, it'll match.
- Lynne FeatherstoneGood. That makes sense.
- Callie BrennanI'll fix it and send the update tonight. Anything else before we go?
- Lynne FeatherstoneNot from me. Thanks Callie, this has been really useful.
- Kayleigh PounderYes, thanks. Speak soon.
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