Pharmacies Dealing With Angry and Confused Patients Over COVID Jab Eligibility
Pharmacies across England are dealing with a wave of confusion and frustration as patients continue booking COVID-19 booster shots — only to be turned away when they arrive. The problem? Many of them are no longer eligible under new NHS criteria.
Who is eligible?
This autumn, free COVID boosters are only being offered to those aged 75 and over, residents in care homes for older adults, and individuals between six months and 74 with weakened immune systems. But the message hasn’t reached everyone.
Last year, the vaccine was available to adults over 65 and others with a wide range of conditions. Now, people with diabetes, asthma, heart disease, mental illness, and even pregnant women are no longer eligible — unless their immune systems are severely compromised.
Why has the criteria changed?
The change in criteria follows a recommendation from the Joint Committee on Vaccination and Immunisation (JCVI), which said COVID had become a “relatively mild disease for most people.” Their advice focused on prioritising only those at highest risk due to age or immune system vulnerabilities.
What caused the confusion?
The problem started when the NHS booking system went live, allowing people to schedule both their COVID and flu jabs at once. But while flu shot eligibility is broad — covering people over 65, children from primary school up to year 11, pregnant women, carers and those who live with people with weakened immune systems, care home residents and those with certain long-term conditions — the COVID jab list has shrunk significantly.
Between a third and half of people showing up for booked appointments are being told they don’t qualify for the jab. Community Pharmacy England (CPE), which represents over 10,000 pharmacies, says this situation is causing “major issues” and unnecessary distress for both patients and staff.
Alastair Buxton, director of NHS services at CPE says that lots of people appeared to be missing the information about eligibility on the booking system and making the assumption they were still eligible. “That obviously takes a lot of explaining to patients. It causes upset, concern and maybe anger for some patients,” he added. “We've certainly had examples of some patients becoming abusive with pharmacy team members.”
Some patients have also reported receiving texts or messages from their GP or the NHS encouraging them to get the jab, despite not meeting the current criteria, which has only added to the confusion.
“This should have been avoidable and it is deeply frustrating for both pharmacies and patients,” said Henry Gregg, chief executive of the National Pharmacy Association (NPA). “We urge any patient in this situation to treat pharmacy teams with respect as pharmacies try to manage the new NHS clinical criteria.”
What has the NHS done to improve the situation?
NHS England has updated the website to make the new eligibility clearer and is urging people to double check before booking. A spokesperson said: “Please double check you are still eligible to receive a Covid vaccine before booking – the NHS website sets out whether your age, health condition or medication means you are eligible, and your GP practice or pharmacist will confirm this before giving you the vaccine.”
While eligible people are still encouraged to book through the NHS website or app, officials stress that you don’t need an invitation to be vaccinated to do so. Online bookings will close on 30th January 2026, and the last date for vaccination for those who are eligible is 31st January.
