Molly Betts began working at Arrowe Park Hospital, part of Wirral University Teaching Hospital NHS Foundation Trust, in 2023 as a stroke support secretary. Her role involved processing referrals, scheduling appointments, managing diaries, and ensuring patient records were organised and accessible. But Molly was keen to expand her skillset and gain a recognised qualification.
Shortly after joining the team, Molly’s manager told her about apprenticeship opportunities. She enrolled on a level 3 business administration apprenticeship with a medical pathway, which included the Mediterm Level 2 award – a qualification specifically designed for healthcare administrative professionals.
What made the apprenticeship appealing was how practical it was. “The apprenticeship gave me the chance to apply key skills in practice,” Molly explains. She learned to prioritise workloads, meet deadlines and adapt to challenges. “I’ve learned how to be far more resilient and organised,” she says.
Molly has also been able to develop her interpersonal skills as a result of the apprenticeship. “Working alongside colleagues and supporting managers has taught me how to communicate effectively, both in writing and face-to-face, and how to build positive working relationships.”
In addition, the apprenticeship required Molly to undertake a process improvement project. She identified that the stroke department’s referral form wasn’t fit for purpose – it didn’t capture enough clinical information, meaning staff had to constantly chase for missing details. Inappropriate referrals were slipping through, wasting clinicians’ valuable time.
Molly created a new stroke referral form by engaging the whole team, gathered feedback from clinicians and administrative colleagues, and taking time to understand what the service needed.
“The apprenticeship helped me to gain more skills around liaising with stakeholders,” Molly identifies, “which built my confidence to speak with managers across the trust.”
The impact
The change in Molly has been remarkable. “The biggest impact that the apprenticeship has had on me is the confidence and professionalism I’ve developed through real workplace experience,” she says. Her IT skills, communication abilities, time management, decision-making, and problem-solving have all strengthened significantly.
“I now feel like someone who is more self-assured, capable, and ready to progress in my career,” Molly explains. “The apprenticeship has bridged the gap between learning and doing, and I now feel prepared to take on greater responsibilities.”
Molly’s new stroke referral form has also had a significant impact across the department. When it was rolled out in August, inappropriate referrals decreased by 12% in the first month alone. Clinicians saved time, the team could focus on appropriate referrals and patient care improved.
Molly’s line manager told us:
“Having [the new referral form] up and running is going to help the service immensely – filtering out unsuitable requests and reducing the time spent by the clinicians working through these. The self-motivation, positivity and reliability Molly displayed truly reflects our trust’s values – bringing our team together, teamwork, commitment and improvement.”
For Molly, seeing the positive impact she could have within her workplace was significant. “I can now take initiative and contribute ideas,” she says. “I’m not just supporting the work – I’m actively improving it.”
Looking back, Molly is clear about what the apprenticeship has given her: “It has shaped me into someone who is more self-assured, capable and ready to progress in my career. I now feel prepared to take on greater responsibilities and continue developing within the business world.”