Key Summary
- Many pharmacy owners report that a third to half of patients booked via NBS are not eligible for vaccination
- In many cases, patients are upset about not being eligible for vaccination or are angry and sometimes abusive to pharmacy team members
- The CPE has called upon NHS to amend the wording on National Booking System to highlight that eligibility for COVID-19 vaccination has changed this winter
A large number of patients across England who had booked for COVID jabs via the National Booking System (NBS) now find they are no longer eligible due to a change in the criteria.
This year, only those aged 75 and older are being offered free boosters, along with younger patients who have a weakened immune system.
Community Pharmacy England (CPE) has said that pharmacy teams have reported major issues to them, and they have been working with pharmacy owners to try to identify the causes of the issue.
We also raised the issue with the national vaccinations team at NHS England and have been in ongoing contact with them over the last few days, it added.
The key issue that is causing the confusion is the changes in the eligibility criteria of patients for COVID-19 vaccination this winter.
Many of those aged under 75 years who were eligible for vaccination last winter seem to have assumed that they are still eligible.
Last year, the jab was offered for free to anyone 65 years old and over and those with chronic or long-term conditions.
They appear to have either not read the wording on the booking system regarding eligibility or misinterpreted it, CPE said.
So when they turn up for their vaccinations at pharmacies, they realise they are only eligible for a flu jab, it added.
Many pharmacy owners report that a third to half of patients booked via NBS are not eligible for vaccination.
In many cases, patients are upset about not being eligible for vaccination or are angry and sometimes abusive to pharmacy team members, CPE said.
Some pharmacy owners have also reported that patients ineligible for COVID-19 vaccination are being directed to pharmacies by staff at general practices.
The CPE has called upon NHS England to amend the wording on NBS to highlight that eligibility for COVID-19 vaccination has changed this winter compared to last winter.
It also called for ensuring that links to further information on eligibility for vaccination are prominently displayed on NBS booking screens.
Those who have booked appointments should be issued messages to highlight the changes in eligibility.
The CPE has also sought NHS-branded communications materials that pharmacies can use to explain the change in eligibility to patients.
Issue communications to remind general practice teams of the changes to the eligible cohorts.
National Pharmacy Association chief executive Henry Gregg said, "We are aware of reports from across the country of patients who are not eligible on the NHS for this year's Covid vaccine arriving at pharmacies, having been able to book an appointment via the online system.
"This should have been avoidable and it is deeply frustrating for both pharmacies and patients. We urge any patient in this situation to treat pharmacy teams with respect as pharmacies try and manage the new NHS clinical criteria.
"We've urgently raised this issue with NHS England and the Department of Health and have asked for it be resolved as soon as possible."
The NHS had this year allowed people to book for their flu or COVID-19 vaccines in advance from 1 September.
