Meet the Team – Michelle Frost - NHS Client Liaison Manager

Woodspeen Training delivers apprenticeships in a range of sectors, supporting learners and employers to access the right apprenticeship for their business. We recruit from industry, bringing in staff that truly understand the sector they're supporting. 

In this edition of Meet the Team, NHS Client Liaison Manager, Michelle Frost, tells us what led to her joining Woodspeen Training. 

Name: Michelle Frost 

Job title: NHS Client Liaison Manager   

My professional career began in a GP Practice, where I was undertaking a business administration apprenticeship. It was during my time at the Practice that I found my passion for medicine amongst the patient medication requests and enquiries. 

I decided to join an independent community pharmacy to fuel this emerging passion, and I completed my pharmacy and accuracy checking technician qualification. My days at the community pharmacy were filled with helping patients, supporting the pharmacist, and understanding the impact pharmacies have on their local communities.  

After 12 years, I was ready for a career change and joined the NHS, moving into hospital wards. I thoroughly enjoyed my time as a ward technician, completing timely discharges, medication reconciliation, and supporting the ward staff with queries and urgent medication needs.  

I then joined the Primary Care Network (PCN) for a short period, whilst also working as a bank pharmacy technician within the prison service. The prison service can be forgotten about when it comes to pharmacy, but with 122 prisons in England alone and a prison population with a range of needs, it is a varied and challenging place to work. I enjoyed the fast pace, the feeling that I was making a difference to the prisoners I was supporting. From acute illnesses to referrals, each prisoner interaction had an outcome. 

My work in the PCN focused on supporting the GP Practices with their Quality and Outcomes Framework (QOF) target, drug monitoring, medication reconciliation, and updating the Patient Medical Record (PMR). I covered clinical updates and discharge letters following hospital visits and arranging any follow ups. I supported with medication queries including stock storage and sourcing alternatives or even contacting manufacturers to discuss supplies.  

I was then offered a new challenge, the NHS Client Liaison Manager role at Woodspeen Training. I was attracted to this job because I want to make a difference. Supporting pharmacy apprentices, helping them develop and reach their full potential is truly rewarding.  

I’ve seen firsthand, while working in the NHS, how in demand the pharmacy team is and how, an effectively trained and deployed team can facilitate the NHS create an integrated care process. Working with NHS Trusts to enable them to make this a reality, affect patient outcomes, and move into the next stage of healthcare is an exciting process to be part of.  

So far during my time in post I’ve delivered training for employers and learners, given guidance to ensure support is put in place for apprentices if needed. I’ve onboarded new learners, completed inductions, and made sure our learners have had the right start to their apprenticeship programme. My lists of firsts is continuing to grow.  
I’m now a qualified assessor, completing my qualification through Woodspeen Training’s in-house academy. This has enabled me to support our learners by tutoring them and developing the support they need to help them achieve their goals. 

If that wasn’t enough, I also have an outreach element to my role. I investigate and review areas of improvement within the apprenticeships we provide to help the development of the course. This ensures we cater to different areas of demand that the NHS has and the versatile roles that Pharmacy Technicians play within the industry.  

No two days are the same within the pharmacy sector, from community pharmacy to the NHS, prison service to training provider, each area I’ve worked in has enabled me to give back to the people that matter – the patients. I can’t wait to see where the next generation of pharmacy technicians takes us. 

More information on Pharmacy apprenticeships and how Woodspeen Training can support your staff can be found here.