Pharmacists across England say they are dealing with widespread frustration and abuse from patients confused about changes to Covid vaccine eligibility.
Many people booking booster appointments through the NHS website are discovering at the pharmacy that they no longer qualify for a free jab.
This year, eligibility has been narrowed to only those aged 75 and over, along with younger individuals who are immunocompromised. According to Community Pharmacy England (CPE), which represents over 10,000 pharmacies nationwide, between a third and a half of patients arriving for appointments are being turned away.
CPE described the situation as “unacceptable”, citing incidents of anger and verbal abuse toward staff. Alastair Buxton, director of NHS services at CPE, said problems became apparent within an hour of the NHS booking system going live last week.
He explained that many people missed or misunderstood the eligibility information online and assumed they were still entitled to a free Covid booster. “That obviously takes a lot of explaining to patients. It causes upset, concern and maybe anger for some patients,” he said. “We’ve certainly had examples of some patients becoming abusive with pharmacy team members.”
Henry Gregg, head of the National Pharmacy Association, said the issue had been raised with NHS England and the government. “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.”
Pharmacy leaders argued that clearer communication was needed, particularly since last year’s flu and Covid vaccination campaigns largely overlapped, creating public expectation that both would continue in the same way.
In response, NHS England said it had updated the website wording to clarify the new rules. A spokesperson added: “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.”
One affected patient, 71-year-old Paul Williamson from Doncaster, told the BBC he was “shocked” to learn he no longer qualified for a free booster after logging on to the NHS website. “I’m disappointed. It feels like a cost-cutting exercise,” he said. Williamson added that he now plans to pay privately for the jab, which costs around £100 at some high street pharmacies.
The eligibility changes were made following advice from the Joint Committee on Vaccination and Immunisation (JCVI). The expert body recommended that from 2025, free Covid boosters should be restricted to those aged 75 and over, residents in care homes for older adults, and people who are immunosuppressed, such as transplant patients, cancer patients, and those living with HIV or certain genetic disorders.
The JCVI noted that Covid is now a “relatively mild disease for most people,” with hospitalisation and death rates having “reduced significantly.” It said the new focus on the oldest and most vulnerable groups reflects a “standard cost-effectiveness assessment, in line with other routine vaccinations.”
However, the change means many people with chronic conditions such as diabetes, asthma, heart disease, and severe mental illness — as well as pregnant women and frontline health and social care workers — will no longer receive the jab for free.
