The word ‘transparency’ has become a buzzword for the CMA investigation. Throughout the process, the inquiry group has been vocal about its goals of making the provision of small animal veterinary care clearer to pet owners. This goal has always been a mantra for FIVP, which encourages independent practices to put clients first.
However, the CMA’s remedy package is set to redefine transparency for the veterinary sector. Find out how your practice must meet the new requirements.
Ownership
The CMA inquiry group has called on all veterinary practices to be transparent about who owns the practice or business. This means displaying ownership information online, on signage, in the premises and in communications.
We have found that most independent practices are proud of their ownership status, with the word ‘independent’ forming much of their branding. Since the CMA’s own findings also identified higher satisfaction rates at independent practices, we recommend using this word in places such as your slogan, as well as a consistent part of your in-practice branding. If you are willing, a photograph of the practice owners or principal adds an extra element of personalisation.
If you are an FIVP member, showcase your independence for free with our logo. You can contact enquiries@fivp.org.uk to get a logo to display on your website, a sticker for your practice window or a personalised poster. Find out more about promoting your independence with our handy insight.
Deadline: 6 months after CMA Order for all businesses
Service information
The CMA will require all veterinary practices to have information accessible, both online and in-person, about the types of services that they offer. Clients should be able to easily access information about your practice’s out-of-hours provision, as well as your team’s qualifications and accreditations.
Your team’s qualifications and accreditations should include any RCVS professional accreditations. These can be anonymised if you wish. Your practice accolades, such as Practice Standards Scheme (PSS) awards and accreditations, should also be published with a link to the RCVS’ supporting information for pet owners about the PSS.
If you outsource your out-of-hours care, you should provide details on the identity of your out-of-hours provider. This includes their telephone number, premises, web addresses, information about when the provider is available and the nature of the service provided.
All of this information must be available to present in practice if requested.
Deadline: 6 months after CMA Order for smaller businesses
Price lists
One of the most significant remedies published by the CMA requires every practice to publish a comprehensive price and services list online and in premises. Under CMA guidelines, this price list should be ‘a maximum of one click from the homepage without scrolling’ and easily identifiable under the headline of ‘price’, ‘pricing’ or ‘fees’.
The CMA has released details for this price list on its case page. This includes a defined list of ‘standard’ services that should be described. Practices must also publish prices for commonly sold flea, tick and worm products, accompanied by a link to the VMD Register of Online Retailers.
Furthermore, if your practice offers a pet care plan, you will need to publish a full list of what is included in the scheme. This should include the individual prices of the items if they are bought outside of the plan.
These prices should be clearly visible in booking confirmation emails and on posters in practice. Your clients bill should also be itemised to show individual costs.
Deadline: 6 months after CMA Order for smaller businesses
Practice comparison
One of the more controversial elements of the CMA’s transparency strategy was the announcement of a proposed ‘practice comparison website’. The website is due to be launched as a modification of RCVS’ existing Find a Vet platform.
The new platform, which is expected to be ready in June 2027, will require all of the information from the above categories. This data will also be shared by the RCVS to approved third parties, which may offer their own comparison site.
RCVS is expected to have modified its Find a Vet platform and be ready to accept data by June 2027. Practices will need to supply data within 12 months of the CMA Order – with their deadline three months after the RCVS deadline to create the platform.
Need support?
If you need any support with implementing these new transparency measures, please email enquiries@fivp.org.uk.
