Question 1

Why do you want to start a customer service apprenticeship in the NHS?

Accepted Answer

I've worked in a supermarket for just over two years, mostly on the tills and the customer service desk, and I've realised the part I enjoy most is when someone comes to me with a problem and leaves feeling sorted. A refund or a missing delivery is fine, but it doesn't really matter much in the end. I want that same feeling in a job where it really counts. What made it click was when my nan was in hospital last year. I remember walking into main reception feeling lost and a bit panicky, and the receptionist looked up, smiled, and walked us halfway to the lift because the signs were confusing. It took her a minute, but I still remember it. That's when I thought, I could do that, and I'd be good at it. I know NHS reception isn't the same as retail. People ringing a surgery or arriving at outpatients are often scared, in pain or frustrated, and you can't always give them what they want. You also have to be really careful with confidential information and know when something is urgent and needs a clinician straight away. That's exactly why the apprenticeship appeals to me. I'd be learning properly, with training, a qualification and people around me, rather than just being thrown in. Long term I'd like to stay in the NHS and build a career, maybe in patient services or a team leader role, but first I want to be the calm, friendly person at the front who makes a bad day a bit easier.

Question 2

What does good customer service look like in a hospital or GP surgery?

Accepted Answer

For me, good customer service in a hospital or surgery starts with remembering that nobody really wants to be there. In a cafe people come in because they want a coffee. At a GP practice or outpatients, people are often worried about a test result, in pain, or caring for someone else. So the basics matter even more: looking up, smiling, using their name, and giving them your full attention even when the phone is ringing. The second part is getting things right. If I book an appointment in the wrong clinic or take down a phone number wrongly, that isn't just annoying, it could mean someone misses care. So good service is accurate service. It means checking identity properly, repeating details back and writing clear messages. Third, it's about being honest. If there's a delay of an hour, I'd rather tell someone kindly and explain what I can do than leave them guessing. People cope much better with bad news when they're kept informed. It also means protecting people's privacy, like not saying someone's details out loud in a busy waiting room, and treating everyone fairly whatever their background, disability or language. Finally, it's knowing my limits. I'm not a clinician, so if someone describes something that sounds serious, good service means getting the right person quickly and following the local procedure, not trying to handle it myself. I think that links really closely to the NHS values, especially respect and dignity, compassion and everyone counts.

Question 3

A patient comes to reception, angry that they have been waiting over an hour past their appointment time. What would you do?

Accepted Answer

First I'd stop what I'm doing and give them my full attention, because nothing winds people up more than being half listened to. I'd keep my voice calm and steady, and let them say what they need to say without interrupting. In my hotel job I learned that most angry guests calm down once they feel heard. Then I'd acknowledge it honestly. Something like, I'm really sorry, an hour is a long time to wait, especially when you're not feeling well. I wouldn't argue or make excuses, and I wouldn't blame the doctor or the clinic. Next I'd find out what's actually happening. I'd check the system and, if I can, ask the clinic nurse or coordinator how far behind they are and where the patient is in the list. Then I'd go back and give them real information, even if it's not what they want to hear. If they need to leave for a reason like picking up children or a parking ticket running out, I'd see whether they can be rebooked, or let the clinic know. I'd also keep an eye out for anything more than frustration. If they told me they felt dizzy, were in a lot of pain or looked unwell, I'd let a nurse know straight away rather than just treating it as a complaint about waiting. If they're still unhappy, I'd tell them about the formal options, such as the Patient Advice and Liaison Service, and I'd let my supervisor know. And I'd check back with them every so often so they don't feel forgotten. If the anger turned into abuse or threats, I'd follow the trust's policy, get support and not put…

Question 4

You answer the phone at a GP practice. The caller asks for an appointment for their husband, who has crushing chest pain and is struggling to breathe. What do you do?

Accepted Answer

This sounds like it could be a heart attack or another emergency, so I wouldn't treat it as a normal appointment request at all. I'd stay calm, because if I panic the caller will too, and I'd tell them clearly that these symptoms need emergency help and they should hang up and dial 999 now. If they're struggling, I'd follow the practice's procedure, which in many places means a colleague calls 999 while I keep the caller on the line. Before they go, I'd quickly make sure I have the patient's name, the address and a phone number, in case we need to call back. I wouldn't ask lots of extra questions that slow things down. I'd also tell the duty doctor or a clinician straight away, so they know and can give advice or call the family back if needed. I wouldn't try to give medical advice myself, because I'm not trained to and it could be wrong. Afterwards I'd write a clear, factual note on the patient's record about the call, what was said and what I did, following the practice's process. I'd also let my supervisor know. I know practices have lists of red flag symptoms, things like chest pain, breathing problems, signs of stroke such as a drooping face or slurred speech, heavy bleeding or someone who's collapsed. Learning those properly would be one of the first things I'd want from my training, so that I recognise them instantly and never put someone in a queue for a call back when they need an ambulance.

Question 5

A woman phones the hospital switchboard saying she is a patient's daughter. She asks which ward her mother is on and what is wrong with her. How would you respond?

Accepted Answer

I'd start by being kind, because she's probably worried, and the last thing I want is to sound cold or suspicious. But I'd also be really careful, because I can't see who I'm talking to and anyone can say they're a relative. I wouldn't tell her anything about her mother's condition. That's confidential medical information, and even if she is the daughter, it isn't for me to share. It would need to come from the clinical team, with the patient's agreement or another lawful basis. Whether I could confirm that the patient is in the hospital at all, or which ward, depends on the trust's policy. Some patients ask for their presence not to be disclosed, for example if they're fleeing domestic abuse. So I'd follow our procedure exactly. Often that means saying something like, I'm not able to give out patient details over the phone, but I can put you through to the ward or pass on a message, and the staff there can check with your mum what she's happy to share. If the trust allows me to transfer the call, the nurses can then check with the patient and decide what to say. If she gets frustrated, I'd explain calmly that it's to protect every patient, including her mum. If I wasn't sure, I'd ask my supervisor before saying anything. I'd much rather check than make a mistake I can't undo, because once information is shared you can't take it back.

Question 6

A patient arrives at outpatient reception who is deaf, and another speaks very little English. How would you make sure both get a good service?

Accepted Answer

I'd start by not making assumptions. Not every deaf person uses British Sign Language, and some lip-read or prefer writing things down, so I'd ask them how they'd like to communicate. I'd face them, keep my mouth visible, speak clearly at a normal pace and not shout. If we have a hearing loop, I'd check it's switched on. I'd also make sure they know how they'll be called in, because a name called out across a waiting room is no use to someone who can't hear it. I'd let the clinic know so someone comes to get them. If they'd need a BSL interpreter for the appointment, that should be booked in advance, and I'd check the record to see if their needs are flagged. If it hadn't been, I'd tell my supervisor so it gets recorded for next time. For the patient with limited English, I'd use a professional interpreter, either face to face or through the phone or video service the trust uses. I wouldn't ask a family member to interpret, and definitely not a child. Family might leave things out, add their own views, or the patient might not feel able to speak freely, especially about something private. In my cafe job I served lots of customers with little English, and I learned that patience, simple words and a friendly face go a long way. But in a hospital the stakes are higher, so the proper interpreter matters. It's about making sure everyone gets the same quality of care.

Question 7

Tell us about a time you worked well as part of a team.

Accepted Answer

At the restaurant where I work weekends, we had a Saturday last summer when two people called in sick and we were fully booked. There were four of us front of house instead of six, and I'll be honest, when the manager told us, my stomach dropped a bit. We had a quick huddle before service. The manager asked who was strongest at what, and I said I'd take the door and the phone, because I'm good at keeping track of bookings and staying calm with people waiting. Two others split the tables, and the fourth ran food and drinks between everyone. What made it work was that we kept talking to each other all night. If I could see a table was waiting too long, I'd tell the server rather than assume they knew. When I had a quiet five minutes, I cleared tables instead of standing at the door. At one point a family with a child with a nut allergy came in, and I made sure the server and kitchen both knew before they'd even sat down, rather than leaving it to chance. We got through the night, and the feedback was actually good. What I took from it was that teamwork isn't just being friendly, it's saying out loud what you're doing and what you've noticed so nothing falls through the gaps. I think that's exactly what a reception or switchboard team needs, because you're covering phones, the desk and messages all at once, and one missed handover could affect a patient.

Question 8

How will you manage studying for your apprenticeship alongside working on a busy reception desk?

Accepted Answer

I know an apprenticeship isn't just a job with a certificate at the end. There's protected off-the-job learning time, work with a training provider, building up evidence and then an end-point assessment. I've looked at the Customer Service Practitioner standard so I have a rough idea of what it covers, like knowing your customers, communication, dealing with problems and following policies. The thing I've learned from doing college alongside part-time work is that I need a routine. Last year I was doing my course and working three shifts a week, and when I didn't plan, everything piled up before deadlines. So I started using a calendar on my phone, blocking out study time like it was a shift, and that made a real difference. With this apprenticeship I'd do the same. I'd plan my off-the-job hours with my manager in advance so they're protected even when the desk is busy. I'd also keep a simple log as I go, writing down examples from real situations, like handling a complaint or helping someone with a disability, because those make good evidence and are easy to forget later. If I fell behind, I'd say so early to my manager or my assessor rather than hiding it. I know reception can get really busy and there might be weeks where it's hard, but I'd rather ask for help than let it slide. And honestly, I'm excited that what I learn on the course I can use the next day on the desk.

Customer Service Apprenticeship Interview Questions & Answers

About this NHS interview question bank

Free NHS interview questions and model answers

Question 1: Why do you want to start a customer service apprenticeship in the NHS?

Question 2: What does good customer service look like in a hospital or GP surgery?

Question 3: A patient comes to reception, angry that they have been waiting over an hour past their appointment time. What would you do?

Question 4: You answer the phone at a GP practice. The caller asks for an appointment for their husband, who has crushing chest pain and is struggling to breathe. What do you do?

Question 5: A woman phones the hospital switchboard saying she is a patient's daughter. She asks which ward her mother is on and what is wrong with her. How would you respond?

Question 6: A patient arrives at outpatient reception who is deaf, and another speaks very little English. How would you make sure both get a good service?

Question 7: Tell us about a time you worked well as part of a team.

Question 8: How will you manage studying for your apprenticeship alongside working on a busy reception desk?

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