‘Seen on time, no bother’ – What’s your vaccination experience?

Every winter, the NHS undertakes the daunting task of vaccinating millions of people against infections, like flu and COVID-19, that are more prevalent during cold periods.

In November 2024, we looked at recent feedback about getting vaccines to determine what people think of this vital winter service.

Patients value the service

Unlike most health and social care areas, people's experiences about receiving vaccines are generally favourable.

Although views shared with us on this topic are brief, the feedback is focused on the same points.

1. The process of being contacted about and then booking a jab for a viral infection like flu or COVID-19 is easy and efficient.
2. When people attend their vaccination appointment at a GP or pharmacy, they find the process quick and easy.
3. The staff doing the vaccinations are friendly and professional.
4. People really like it when they can get flu and COVID-19 jabs simultaneously rather than attending separate appointments.

What could be better?

When it comes to negative feedback, we heard that people face problems getting the vaccines.

When vaccines are unavailable locally; people report travelling to different towns to get a jab.

This experience, which was shared with Healthwatch Surrey, illustrates the point:

"Every time I am calling around pharmacies for a month or more, several hours it takes to call and email repeatedly, and many don't have time to answer the phone (I feel like such a nuisance to keep bothering them). 

"There are no options anywhere near where we live, and I'm located near a busy city, so why an earth can't we get the vaccine locally. 

"The only options are miles away. I cannot do a 25 mile round trip with a needle phobic disabled child to get a vaccine and nor should I have to"

Other access issues people have told us about include:

• When NHS services do not offer the option of administering a COVID-19 and flu jab at the same appointment, patients must make an extra appointment and journey.
• When GP surgeries only administer vaccines over one or two days in the run-up to winter, which can be inconvenient and, in some cases, leads to people missing out.
• There are some reports of people facing long waits in pharmacies to get jabs.
• When the NHS tells patients who are previously eligible for a COVID-19 jab that they are no longer eligible despite feeling they are at high risk.

What's the NHS planning next?

The NHS vaccination strategy, which NHS England wants fully implemented this year, should build on aspects of the service people like.

For example, the NHS is making greater use of the NHS App so people can book appointments and see their vaccine history.

The NHS also wants to make co-administration of vaccines such as flu and COVID-19 the default offer if someone is eligible for both.

The strategy seeks to boost vaccine uptake in communities by partnering with local councils and other organisations. It also transfers responsibility for vaccine strategy to NHS Integrated Care Systems, ensuring programs are better tailored to regional needs.