Navigating change (Part 2): How to action the CMA reforms - FIVP - Federation of Independent Veterinary Practices

A vet kneels beside a woman holding a dog in a clinic waiting area, while another woman with a dog stands at the reception desk. The image is to illustrate the article about the upcoming CMA reforms

The CMA reforms are expected to come into effect from December 2026 for large practices and March 2027 for smaller practices (fewer than 15 first opinion practices). With this in mind, we’ve put together a few simple ways to help your practice navigate the upcoming changes and some things you can action straight away to ensure a smooth transition.

Digital updates

To meet the new standards, a good place to start is your practice website; the additional information on pricing should be a maximum of one-click away from the homepage without scrolling and easily identifiable by using ‘price’, ‘pricing’ or ‘fees’. Your ‘About Us’ page is best place to reinforce your independent status and explain who owns your practice.

In-practice signage

Start working on posters, leaflets and waiting room signage to clearly display your fees. Under the new requirements, this information should be visible in your reception or waiting room and available to prospective customers, even if they don’t have an appointment.

Formalise complaints

Review your complaints procedure to ensure it meets the CMA’s minimum criteria and establish a complaint log for sharing with the RCVS. This should be a written, in-house complaint process, telling pet owners how to complain about your services and when they can expect a reply.

Train your team

Get your veterinary and front-of-house teams prepared for the changes; The BVA has published a bank of resources, including a series of short videos. Training your reception team is especially important, as they will face most of the questions from clients about pricing, prescription fees and ownership.

Act now, not later

With the ongoing workforce crisis and economic pressures, you may be tempted to put the CMA reforms on the backburner. However, there’s a lot to be said for acting sooner rather than later. By preparing, you avoid disgruntled team members and a last-minute rush for training, while ensuring a smooth transition to prescription fee caps and written estimates.