9 in 10 (88%) pharmacies experienced verbal or physical intimidation from patients who were ineligible for Covid vaccinations, a new survey by the National Pharmacy Association has found.
Pharmacies reported to the NPA having been regular abused by a minority of frustrated patients, with some even reporting being spat at or pushed.
The survey also found that at least half of an average pharmacy’s Covid vaccine bookings were made by patients who were not eligible but able to book using a fundamentally flawed national NHS system at the end of last year.
Although the full detail is still to be understood, the NPA estimates pharmacies could be owed at least £2 million a day in wasted costs.
The NPA are calling on the NHS to provide millions of pounds of in compensation to pharmacies, who had staff time wasted and resources diverted to manage this problem.
The survey also found that:
Pharmacies reported to the NPA a lack of communication from NHS England to individual pharmacies to explain the issues as well as the rationale for changing long standing criteria for the vaccinations.
Changes for this round of vaccination, which began in pharmacies in England from 1st October, removed some patients who had been eligible in previous years.
This included excluding patients between the ages of 65-75 as well as some patients with certain comorbidities.
However, the national system allowed these patients to book appointments anyway, causing large numbers to arrive at pharmacies across England who were not eligible for NHS vaccination.
Henry Gregg, Chief Executive of the National Pharmacy Association said:
“This was a problem of the NHS’s own making that should have been avoided.
“Our data shows this has come at a significant personal and financial cost to community pharmacies across the country.
“It is particularly concerning to hear reports of physical intimidation from a minority of frustrated patients.
“It is disgusting to learn of pharmacists being spat at by disgruntled individuals and any physical intimidation or abuse is utterly unacceptable.
“Although some of the cost to pharmacies can be quantified, such as staff time wasted or the cost of vaccination supply, other consequences such as the loss of reputation and the impact of abuse cannot be.
“The NHS must learn the lessons from this issue for future years. This includes doing the right thing and compensating pharmacies for losses made during this process.
“Pharmacies remain massively important to efforts to protect millions of patients from serious illness.”
