Building a bright future: Owen's NHS Modern Apprenticeship experience

What does an administrative assistant do?

Administrative assistants work in lots of different areas of the NHS. The role may include:

• answering telephone calls
• helping people get the information they need by responding to queries
• scheduling appointments
• preparing and updating patient records
• sending and replying to emails

Find out more about the role of an administrative assistant.

How I became an apprentice administrative assistant

Before starting the Modern Apprenticeship at NHS Lanarkshire, I worked for a technology retailer. However, I decided to switch careers so I could work within my local community. Many of my family members have worked in healthcare and have told me that the NHS is a good employer.

Many of the skills I developed in retail, such as communicating, problem-solving, and using technology, can be applied to any job. You can build transferable skills in your everyday life.

Find out more about transferable skills.

I applied for the Modern Apprenticeship opportunity on the NHSScotland recruitment website.

A typical day at work

In my role, I have lots of different administrative tasks to complete each day. I book patient appointments, answer queries, and prepare patient case notes.

One of the best things about the Modern Apprenticeship programme is that I’m learning while working. I’m working through the coursework at college to achieve a Business and Administration qualification at SCQF level 6. 

I'm developing the skills I need for my job and learning about other areas of the organisation at the same time. 

Some valuable skills for my role as an apprentice administrative assistant are time management and communicating. Communicating is an important skill in any job, especially if you are helping the public.

Support in the workplace and at college

As a Modern Apprentice, I’m always with someone, so if I’m uncertain about what to do, I know I’ll be supported. I’m also encouraged to ask questions, which supports my learning and personal development.

I didn’t expect the level of support I get, not only from my team but also from the wider NHS workforce. I feel confident asking anyone a question, and they’ll be happy to help. I’m also well supported by my job coach in the employability team at NHS Lanarkshire and the tutors and assessors at New College Lanarkshire.

The best part of my job

I feel I’m making a difference because people need to see the treatment room nurses and phlebotomists. I play my part by booking and arranging appointments and checking in patients when they arrive.

It makes me feel proud working in my local community and helping people. Everything about working for the NHS is beneficial. It’s an organisation that promotes long careers, supports career development, and wants to retain staff.

I don’t see a reason to leave NHS Lanarkshire!

My advice for anyone thinking about doing a Modern Apprenticeship

If you're thinking about applying for a Modern Apprenticeship in the NHS, my advice would be to prepare to learn. Ask as many questions as you can to further your learning and develop your career. 

Depending on which Modern Apprenticeship you’re doing, the skills you're learning and your coursework may not be the same as other apprentices working in different parts of the service. My best advice is to make the most of your time during the Modern Apprenticeship while you gain new valuable skills and qualifications. You never know where it could lead.