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Copy file name to clipboardExpand all lines: app/vaccinations/2025/10/how-we-responded-to-the-covid-19-booster-confusion/index.md
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@@ -3,7 +3,7 @@ title: How we responded to the COVID-19 booster confusion
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date: 2025-10-17
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**This autumn, as the COVID-19 vaccination programme launched, our digital services team needed to move quickly to respond to unexpected confusion around eligibility.**
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**This autumn, as the COVID-19 vaccination programme launched, our digital services team needed to move quickly to respond to unexpected confusion around eligibility.**
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We needed to help reduce pressure on community pharmacies and restore clarity for patients.
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> "If something has changed, it would be kind to inform people that they are no longer at significant risk"
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Pharmacies saw a surge in patients who expected to receive a vaccine but were turned away.
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Pharmacies saw a surge in patients who expected to receive a vaccine but were turned away.
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This led to frustration and anger - especially among those unaware of the updated rules. It also caused stress and disruption for pharmacy teams, who were already under pressure during a busy period.
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This led to frustration and anger - especially among those unaware of the updated rules. It also caused stress and disruption for pharmacy teams, who were already under pressure during a busy period.
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@@ -51,7 +51,7 @@ While the COVID-19 vaccination booking service automatically screens out users w
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This is needed because many people want the convenience of arranging both vaccinations in one go - ideally to have at the same appointment. We need to make that process as smooth as possible for those who are eligible.
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We made the criteria as clear as possible, using a prominent yellow [warning callout](https://service-manual.nhs.uk/design-system/components/warning-callout). But it's possible many people simply didn't read this or understand it, or just clicked through anyway.
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We made the criteria as clear as possible, using a prominent yellow [warning callout](https://service-manual.nhs.uk/design-system/components/warning-callout). But it's possible many people simply didn't read this or understand it, or just clicked through anyway.
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> “No proper information on eligibility. Just a yes/no question”
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> “I wanted to see more detail on eligibility criteria”
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