Designed for frontline staff, this programme builds practical skills that improve patient interactions, enhance service delivery and support a positive care environment. Your teams learn while they work, gaining the confidence and capability to deliver a consistent, compassionate and high‑quality patient experience every day.
Key responsibilities
- Deliver consistently high‑quality patient care and customer service.
- Build a strong understanding of your NHS Trust’s values, systems and care priorities.
- Engage effectively and compassionately with patients, visitors and families.
- Respond to queries promptly and resolve issues to support a positive patient experience.
- Identify, explain and recommend suitable service options in line with Trust expectations.
- Work confidently within legal, regulatory and NHS Trust policies and procedures.
- Collaborate with colleagues to ensure smooth, safe and efficient service delivery.
Example occupations
- Porter
- Receptionist
- Housekeeper
- Range of other patient experience, or patient-facing, roles.
Knowledge, skills and behaviours
- An industry-designed Level 2 Customer Service Practitioner Apprenticeship Standard
- Customer Service experience and insights.
Professional recognition
Successful apprentices will be eligible to join the Institute of Customer Service as an Individual member at Professional level.
Programme length
12-15 months
Independent learning
1-2 hours per week
Off-the-job training
6 hours per week
Assessment organisation
Explosive Learning Solutions (ELS)
Assessment components
- Apprentice showcase
- Practical observation
- Professional discussion.
Delivery model
Flexible start dates
I know that my apprenticeship is going to be beneficial for me in my current role and any roles that I decide to proceed in at a higher level. It's giving me the confidence and that extra nudge to progress in my career."
