Vaccine call centre staff facing abuse

Nearly 58,000 doses of vaccine have been administered since the last week of January, and invites are now being sent out to those aged between 25 and 29.

But Vaccination Contact Centre lead officer Alex Hawkins-Drew said the team were facing various challenges from the public every day.

‘Today, and every day, call handlers are dealing with verbal abuse from islanders not happy that they cannot, for example, request a specific vaccine if there is no clinical indication for it, or asking us to change appointments as they have now booked a holiday, which now clashes with their second dose appointment and they want it sooner, but that is not easily accommodated and at times is clinically contraindicated,’ she said.

The vaccinations are offered by the Public Health Services in line with Joint Committee on Vaccination and Immunisation guidance. Guernsey cannot deviate from that.

‘If you are over the age of 39 with no specific contraindications you will be offered the AstraZeneca vaccine,’ Public Health stated.

‘If we were to give you your vaccine of choice, those who can only have Pfizer BioNTech of Moderna due to a clinical indication or by virtue of their age would have to wait longer for their vaccine.

'We have a limited supply of mRNA vaccines as part of our population proportionate supply, using these on those without a specific clinical need leaves others without a vaccine and at risk.’

It added that islanders cannot try to buy the vaccine they wanted.

‘The Covid-19 vaccine programme follows the ethical principles of a community vaccination programme.

‘Covid-19 vaccines are not available on a private basis in Guernsey, the other Crown Dependencies or the UK. This protects the vital supply chain of these vaccines, allowing them to get to those with the greatest clinical need.’

Public Health also said that arguing with call handlers would not change the situation.

‘It only results in the queue of people waiting to book an appointment getting longer, who are then cross that they have been waiting – and so the cycle continues,' it said.

‘The States of Guernsey believes that any form of harassment is unacceptable and is determined to ensure that staff and service users are treated with fairness, dignity and respect.’

Anyone with questions about the vaccine should discuss with their GP, rather than VCC staff.