Up to half of patients booking COVID vaccines through the online National Booking System (NBS) are not eligible for the jab – leading to pharmacies turning people away.
There has been a “significant change” in who is eligible for the vaccine this year, according to Community Pharmacy England (CPE).
This is “creating confusion” among members of the public, the body said – and sometimes leading to abusive behaviour towards pharmacy staff.
CPE said pharmacy teams were reporting that between a third and half of patients booked via NBS are not eligible for vaccination, and other ineligible patients were being directed to pharmacies by GPs.
The situation has been described as “deeply frustrating” for both patients and pharmacists by the National Pharmacy Association (NPA).
Amid the confusion, who is eligible for the COVID vaccine this year?
Who is eligible for the COVID vaccine?
This winter, the COVID vaccine is available on the NHS for:
• People aged 75 or over
• Those aged six months to 74 who have a weakened immune system
• Individuals who live in a care home for older adults.
This has changed from last year’s criteria, which included adults aged 65 and over.
The new eligibility criteria are the same across England, Wales, Scotland and Northern Ireland.
People outside these groups can pay for the vaccine privately.
What about the flu jab?
More groups are eligible for the flu jab, including:
• Those over the age of 65
• People with certain long-term health conditions
• Pregnant women
• All primary school children
• Secondary school-aged children in years 7-11
• Frontline healthcare workers
• Care home residents
• Certain carers and those who live with someone with a weakened immune system.
What has caused the booking error?
It is understood that the option to book both COVID and flu vaccines at the same time via the online system may have caused confusion.
Henry Gregg, chief executive of the NPA, said: “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 to 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 to be resolved as soon as possible.”
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An NHS spokesperson added: “Please double check you are still eligible to receive a Covid-19 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.”
How to book the COVID vaccine
Those eligible to book the COVID vaccine are still being encouraged to do so via the online booking service or through the NHS app.
The NHS says eligible individuals aged five or over can walk into a COVID vaccination site without an appointment.
Read more:
What vaccines are children recommended to have and when?
Chickenpox vaccine to be offered on NHS next year
UK boosts pandemic readiness with new vaccine factory
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Others may also be able to get the jab at a local service, such as a community pharmacy or a GP surgery, or at a care home if they are a resident.
People do not need to wait for an invitation before booking an appointment.
The last date eligible people will be able to get the COVID vaccine is 31 January 2026. Online booking will close on 30 January.
