NHS England Denies Compensation to Pharmacies for COVID-19 Vaccine Booking Errors
NHS England has refused a request from Community Pharmacy england (CPE) for financial compensation to pharmacy owners for the time spent addressing issues caused by ineligible patients booking COVID-19 vaccinations during the start of the winter 2025 season.
The decision, communicated following CPE’s November 2025 committee meeting adn detailed in a briefing document published December 1st, cited a lack of available funding. NHS England stated they had already taken steps to improve communication regarding eligibility criteria in response to earlier concerns raised by CPE.
CPE’s service development subcommittee (SDS) expressed disappointment with the response, noting the notable workload placed on pharmacies. The SDS indicated it will raise the issue of financial pressures, alongside advocating for increased vaccination fees in future years, during upcoming community pharmacy contractual framework negotiations.
the briefing highlighted the strong performance of community pharmacies in vaccine delivery, especially within deprived communities. The SDS emphasized the need for lasting commissioning of pharmacy services by both the government and NHS England.
The issue stemmed from a high number of ineligible patients booking vaccinations through the national booking system after it opened on October 1st, 2025. This was attributed to confusion surrounding changes in eligibility criteria compared to the previous winter, with many individuals aged under 75 who were previously eligible incorrectly assuming continued qualification. CPE reported that pharmacy owners estimated between one-third and one-half of appointments booked via the national system were for ineligible patients. Some pharmacies also reported receiving ineligible patients directed from general practices.
The influx of ineligible patients led to pharmacy teams facing a substantial amount of unfunded time explaining eligibility and, in certain specific cases, experiencing abuse from frustrated individuals. CPE had previously issued resources to help pharmacy teams manage the situation.
The SDS also requested a review of the national booking service’s design to improve patient screening and prevent future ineligible bookings.
NHS England was contacted for comment.
