Compensation sought over ineligible Covid jab bookings

Community Pharmacy England (CPE) has submitted a formal claim to NHS England for financial compensation on behalf of pharmacy owners affected by ineligible Covid-19 vaccination appointments booked through the National Booking System (NBS).

The request follows ongoing issues since the start of the seasonal NHS vaccination programme, with pharmacies reporting that patients not meeting this year’s eligibility criteria have been turning up for appointments booked via NBS.

CPE said the situation had placed a significant administrative and emotional burden on pharmacy teams, while also leading to lost income and reputational damage.

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It warned that some contractors may now reconsider participation in future vaccination programmes.

CPE chief executive Janet Morrison said: ‘Yet again, it has felt like a chaotic start to the NHS winter vaccination programme in community pharmacies, where teams have been left to explain this year’s changes to vaccination eligibility to frustrated members of the public.’

Ms Morrison added: ‘As a sector already in financial crisis, pharmacies can little afford to waste time, effort and money on appointments which have been booked by patients, but which then cannot be undertaken as expected.

‘And this is why we have sought compensation for pharmacy owners from the NHS: pharmacies cannot continue to pay the price for problems that are entirely of someone else’s making.’

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CPE said it had carefully considered options for data collection to support the claim but had decided to proceed without asking pharmacy owners for additional information, to avoid delay.

It has raised multiple concerns with NHS England, including:

• Poor public messaging around the revised eligibility criteria
• Failures in the booking system that allow ineligible people to book
• The financial and time burden of managing ineligible appointments
• The impact on pharmacy teams and public trust
• Knock-on effects on flu vaccination uptake

NHS England has taken several steps, including updating the NBS wording, issuing targeted messages to booked patients, producing NHS-branded materials for pharmacies, and reminding GPs of the updated eligibility criteria.

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CPE has also developed a range of resources to support pharmacy teams, including posters, factsheets and digital slides, available via its website and the DHSC campaign resource centre.

NHS England was contacted for comment.