GP Receptionist Apprentice

Learn how an NHS GP practice supports patients, and complete mandatory training on confidentiality, data protection, safeguarding, equality and safe working.

Months 1–3: assist with post, scanning, indexing, correspondence, patient registration administration and record updates under supervision. Shadow front-desk and telephone teams; observe patient communication, care navigation and escalation. No independent calls.

Months 4–6: progress to routine outgoing calls, then supported incoming calls and reception work with direct supervision. Practise identity checks, active listening, accessible communication, explaining services and accurately recording messages.

Month 7 onward: gradually take on a wider mix of telephone, front-desk and administrative tasks once trained and assessed as competent. Help with approved appointment/request pathways, service queries, teamwork and problem solving.

Throughout: learn to respond sensitively to patients, manage expectations, seek help with difficult or urgent issues, use feedback and contribute to an agreed longer-term service or administration improvement project. Never provide clinical advice or make independent clinical decisions.

• Apprenticeship delivery will be remotely delivered within the workplace with on site visits
• Functional skills Maths & English will be delivered within college setting (if applicable)

Gain a Level 2 Customer Service Practitioner qualification and practical NHS reception/administration skills. Potential progression into a permanent GP receptionist role on successful completion, subject to performance and a suitable vacancy; further professional development possible.

Patient-facing work can be busy and sometimes emotionally challenging. The role requires strict confidentiality, safeguarding awareness and a calm, professional approach. First three months focus mainly on administration and observation; patient calls and front-desk duties are introduced only after training and with supervision. Work and learning will be reviewed regularly.

Hall Street Medical Centre is an NHS GP practice serving patients in St Helens. Our clinical, reception and administration teams work together to provide accessible, safe and respectful patient care. We offer structured training, support and practical workplace experience.