Pharmacies facing angry patients over Covid jab confusion

Pharmacists across England say they are facing serious difficulties, as large numbers of patients are turning up for Covid vaccinations only to discover that they are no longer eligible. This year, the eligibility guidelines have been tightened so that only those aged 75 and over, as well as younger people with weakened immune systems, are entitled to free boosters.

According to Community Pharmacy England (CPE), more than 10,000 pharmacies – including many located within large supermarket chains – are being forced to turn away between a third and a half of people who arrive for their appointments. Amid reports of angry and dissatisfied patients, as well as instances of staff being subjected to abuse and intimidation, CPE has described the situation as “unacceptable.”

Alastair Buxton, CPE’s Director of NHS Services, said it became apparent within an hour of the NHS booking system going live last week that there was a problem. Thousands of people appeared to have missed the updated eligibility information on the website and assumed they still qualified for a booster. However, when they arrive for their vaccination, pharmacies are only able to offer them a flu jab.

“Explaining the situation to patients takes a great deal of time,” Mr Buxton said. “For some, it causes confusion, frustration, and even anger. Unfortunately, we’ve had instances where patients have been rude to pharmacy staff.”

Patients have also told Your Voice, Your BBC News that they have received text messages from the NHS and their GPs inviting them to book their Covid jab, despite no longer being eligible. Henry Gregg of the National Pharmacy Association, which represents independent pharmacists, said the matter has been raised with NHS England and the government.

“This should have been avoidable, and it’s incredibly frustrating for both pharmacies and patients,” he said. “As pharmacies work to follow the new NHS clinical guidelines, we urge all patients to treat pharmacy teams with respect.”

Many pharmacists said that, following the reduced Covid and flu vaccination campaigns last year, more could have been done to inform the public about the new criteria. NHS England said the website has since been updated to make the eligibility rules clearer.

“Please double-check that you are still eligible for a Covid vaccine before booking,” an NHS spokesperson advised. “The NHS website clearly explains who qualifies based on age, medical conditions, or medications. Your GP or pharmacist will confirm your eligibility before administering the vaccine.”

A Department of Health and Social Care spokesperson added: “Abuse towards our hardworking pharmacists is completely unacceptable. We encourage pharmacists to report any incidents of concern through the proper channels.”

Paul Williamson, 71, from Doncaster, is among those who recently discovered he is no longer eligible for the Covid booster. Speaking to Your Voice, Your BBC News, he said he was unaware of the rule changes when he used the NHS booking portal.

“I’m disappointed,” he said. “It feels like a cost-cutting exercise. I’ll do everything I can to protect myself, so I’m now considering paying for it privately.”

Many high street pharmacies offer branded Covid vaccines privately, typically costing around £100 per person.

Changes to eligibility

The revised eligibility criteria were introduced following recommendations from the Joint Committee on Vaccination and Immunisation (JCVI), a group of independent experts. From 2025, the committee advised that eligibility for the Covid autumn booster should be restricted further.

Last year, the free jab was available to everyone aged 65 and over, as well as those with chronic or long-term health conditions. The new criteria apply to people who will be 75 or older by January 2026, and to individuals considered immunosuppressed – including cancer patients, transplant recipients, people living with HIV, and those with certain genetic conditions.

However, this means that people with diabetes, heart disease, respiratory illnesses such as asthma, or severe mental health disorders will no longer qualify. Pregnant women and frontline health and social care workers will also not be eligible for a free booster this autumn.

According to the JCVI, Covid is now a “relatively mild disease” for most people, with hospitalisation and death rates having “fallen significantly.” The committee said that focusing vaccination efforts on elderly adults and those with compromised immune systems ensures protection for those at the highest risk.