Every new starter takes months to get up to speed. It doesn't have to.
A clear role, a practical interview and a written induction cut the time it takes. Here is how.
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- steps
- 7
- steps
- to start
- 1 to 2 hours
- to start
- scorecard
- Free
- scorecard
The short answer
Write a job description that says what good looks like at three months, interview everyone with the same questions and a mock patient call, and complete right to work, references and the right level of DBS check before the start date. Then give a written four-week induction built on your process guides. Most new starters are confident within a month this way.
What good looks like
Where you stand, before and after
New starter
- Clear role · practical interview · checks done
- Four-week induction · confident in a month
Illustrative sample, not a real person or result.
7 steps
Do it yourself: step by step
0 of 7 done
Tasks, systems used, hours, pay range, who they report to, and what good looks like at three months (for example: books all appointment types unaided, handles insurer authorisation, answers top patient questions)
- Time
- 1 to 2 hours
- Typical cost
- Free
- Who does it
- Practice manager
Why it matters
Clear adverts attract the right people and put off the wrong ones.
Done when: Description approved by the consultant
Use it now · Step 1
Write a reception job advert
A clear, honest advert in a minute.
Your message
Patient Coordinator, Mr Carter's practice Harley Street, London · Monday to Friday, 9am to 5pm · £[salary] a year We're a friendly private practice looking for a patient coordinator to be the first voice our patients hear. You'll: - Answer calls and emails and book appointments - Welcome patients and take payments - Help with insurer authorisations and invoices You'll be: - Warm, calm and organised - Confident on the phone and with computers - Careful with detail and discreet with confidential information We'll give you a full four-week induction and support from day one. To apply, send your CV and a short note about why you'd like the role to [email].
Be clear about pay and hours. It saves everyone time.
Your answers aren't linked to you. We keep anonymous totals to improve these checks.
This problem is Solvable.
Copy this template
Interview scorecard and four-week induction plan
Free to copy, adapt and use. No sign-up.
Interview scorecard: [role]
Candidate: [name] | Date: [date] | Interviewers: [names]
Score 1 (weak) to 4 (strong).
| Question | Score | Notes |
|---|---|---|
| Tell us about a time you dealt with an upset patient or customer. What did you do? | ||
| How do you keep track of lots of small tasks when the phone keeps ringing? | ||
| A patient asks for their test result on the phone. What do you do? | ||
| Which booking or admin systems have you used, and how quickly did you learn them? | ||
| What would make you want to stay in this job for three years? | ||
| Mock call: caller wants a new appointment with their insurance and asks about cost | ||
| Accuracy task: enter a booking from a sample referral email | ||
| Total |
Checks: Right to work [ ] References x2 [ ] DBS (level: ___) [ ] Signed confidentiality agreement [ ]
---
Four-week induction plan
Week 1: Safe and confidential
- Confidentiality, data protection and safeguarding training
- Tour of sites, meet the consultant and hospital outpatient teams
- Shadow reception and phones
- Learn the diary: appointment types and each consultant's reference sheet
Week 2: Booking
- Book follow-ups and new self-pay patients with buddy checking
- Take insurer authorisation details using the booking script
- Send confirmations and reminders
Week 3: Money
- Self-pay quotes from the price list
- Taking payment and sending payment links
- Basics of insurer claims (watch, then do with buddy)
Week 4: Unaided
- Run phones and diary for a session alone
- Handle a full day's bookings, with end-of-day check
- Four-week review with practice manager
Buddy: [name] | Guides used: [list]
Avoid these
Common mistakes
- Hiring in a rush the week someone leaves, with no job description.
- Interviews that are a friendly chat with no practical task.
- Letting the new starter begin before checks are complete.
- Requesting an enhanced DBS check for a role that is not eligible for one.
- Learning by watching whoever is free, with no written plan.
Free personal check
Done by Paul Robinson, not software
I'll check your hiring and induction steps and show where time is lost
What I need from you
- The role you are hiring for
- Answers to seven tap questions
What you get
- Where hiring is slowing down
- The checks to complete before day one
- A four-week induction outline
Within 2 working days
No sign-in, no sales call. I read every request myself and reply on WhatsApp.
Free tools
Check where you stand
Benchmarks
1 to 3 weeks
Typical time to complete right to work, references and DBS checks before a start date. depends mainly on how fast referees reply and the DBS level
Solvable estimate
£20 / £20 / £41
DBS basic, standard and enhanced check fees from 5 October 2026
Source: GOV.UK
15% to 20% of first-year salary
Typical permanent placement fee charged by recruitment agencies for admin roles. not a published benchmark; terms vary by agency
Solvable estimate
Paul Robinson
14 years in UK private healthcare
I'll introduce you to someone who solves this for practice managers
Want a hand? I'll look at your situation and tell you the three things I'd tackle first.
A few quick questions, about two minutes. I read every one myself and usually reply the same day.
No sales call unless you ask for one. Just a straight answer from me.
I reply personally, usually the same day.
Questions
Frequently asked questions
Which DBS check does a receptionist need?
It depends on the duties. Use the GOV.UK eligibility tool. Many reception roles are eligible for basic or standard checks; enhanced checks only apply where the role meets the eligibility rules.
Can someone start before the DBS comes back?
It is better not to. If you must, record a risk assessment and keep them supervised and away from unsupervised patient contact until it arrives.
What right to work checks must we do?
Follow the GOV.UK employer guidance, which sets out the documents to check or how to use the online check, before employment starts.
Should we use an agency?
If you need someone quickly or have struggled to find candidates, yes. Agency fees are often 15% to 20% of salary, so compare with advertising yourself.
How long should induction take?
Four weeks for most reception and admin roles, with a review at four weeks and at three months.
Last reviewed:
Sources
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