Outpatients clerk Review

Having completed my Administrative Apprenticeship in an Outpatient Department, I gained valuable experience supporting the day‑to‑day running of outpatient clinics while developing key administrative and professional skills within a healthcare setting.
On a day‑to‑day basis, I am involved in booking, rescheduling, and cancelling outpatient appointments using hospital systems, both over the phone and face to face. I regularly greet patients at reception, check them in for their appointments, and respond to queries in a professional, friendly, and compassionate manner.
A key part of my role is communication. I answer telephone calls, manage emails, and liaise with clinicians, other departments, and GP practices to support referrals and clinic coordination. I help prepare clinic lists and ensure patient information and records are accurate and available, which supports clinicians in delivering safe and effective care.
I also carry out general administrative duties such as data entry, scanning, filing, and maintaining patient records, always following confidentiality and information governance guidelines. Accuracy and organisation are important in my role, as the information I handle directly impacts patient care.
Alongside my practical responsibilities, I completed my apprenticeship training, which strengthened my understanding of NHS systems, patient pathways, and administrative processes. Completing the apprenticeship has helped me build confidence, improve my communication and time‑management skills, and gain a clear understanding of how effective administration contributes to high‑quality patient care within an outpatient setting.

I found my apprenticeship programme to be well organised and clearly structured. The programme was set up so that I worked four days a week within the outpatient department and completed my apprenticeship learning one dedicated day each week. This structure worked well, as it allowed me to apply what I was learning directly into my day‑to‑day role.
The clear separation between workdays and study time helped me manage my workload and stay focused on both my job responsibilities and my learning requirements. Having a set study day each week made it easier to keep up with assignments, modules, and reviews without impacting the service.
There were times when balancing busy clinic workloads with coursework was challenging, but the overall structure of the programme, along with support from my team and supervisor, helped me stay organised and on track. Overall, the structure of the programme supported my learning effectively and contributed to my successful completion of the apprenticeship.

I received a good level of support from my employer throughout my apprenticeship. My team and supervisor were approachable and supportive, ensuring I had the guidance needed to develop in my role while completing my training.
Having one dedicated day each week for apprenticeship learning was particularly supportive, as it allowed me to focus on my coursework without impacting my work responsibilities. I was given opportunities to ask questions, learn new tasks, and gain hands‑on experience, which helped build my confidence and understanding of the role.
Regular check‑ins and feedback helped me stay on track with both my workload and learning requirements. When challenges arose, particularly during busy periods within the outpatient department, support was available to help me manage my time effectively.
Overall, the support from my employer played an important role in my successful completion of the apprenticeship and contributed positively to my development and experience.

I received a good level of support from my training provider throughout my apprenticeship. They provided clear guidance on the qualification requirements, coursework, and assessment criteria, which helped me understand what was expected at each stage of the programme.
Regular check‑ins with my tutor allowed me to discuss progress, ask questions, and receive constructive feedback on my work. This support was helpful in keeping me on track and addressing any areas where I needed further development. Learning materials and resources were provided in a structured and accessible way, which supported my independent study on my designated training day.
When challenges arose, such as managing deadlines alongside work commitments, my training provider was approachable and offered advice and flexibility where appropriate. Overall, the support I received from the training provider was effective and contributed positively to my progress and successful completion of the qualification.

I feel that my qualification supported me well in performing my role more effectively. The learning provided by the training provider helped strengthen my understanding of administrative processes, NHS standards, and the importance of accuracy, confidentiality, and professionalism in a healthcare setting.
The qualification complemented my day‑to‑day work by helping me apply best practice to tasks such as patient communication, record keeping, time management, and prioritising workloads within a busy outpatient environment. It also helped me understand the wider context of my role and how effective administration contributes to patient safety and service efficiency.
Overall, the qualification reinforced the skills I was developing at work, increased my confidence in carrying out my responsibilities, and helped me perform my role to a higher standard.

Yes

I would recommend The Newcastle upon Tyne Hospitals NHS Foundation Trust to a friend because it provided me with a positive and supportive environment during my apprenticeship. I felt well supported by my team and management, and I was given opportunities to develop my skills, confidence, and understanding of working within the NHS.
The Trust values learning and development, and having structured support alongside real, hands‑on experience helped me grow both professionally and personally. I also appreciated the focus on teamwork, patient care, and maintaining high standards, which made it a rewarding place to work. Overall, my experience was positive and helped prepare me well for future roles within healthcare administration.