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On 7 September 2023 the Competitions and Markets Authority announced their review into the veterinary services market for household pets.
The review asks owners of household or companion animals (i.e. dogs, cats and rabbits) and those who work in veterinary practices to share their experience around pricing, access to prescriptions and mediations and the variety of services available. Experiences and insights can be shared with the CMA via their online questionnaire – https://www.gov.uk/guidance/how-to-respond-to-the-veterinary-services-market-for-pets-review
Veterinary professionals must act and conduct themselves in accordance with the RCVS Code of Conduct, which does cover some of the aspects included within the CMA review. Other aspects are focused on the consumer rights elements of the relationship between veterinary practices and animal owners. The VCMS mediates complaints raised by animal owners regarding veterinary practices. The majority of the complaints escalated to the VCMS involve consumer and communication issues. The VCMS does mediate individual complaints relating to or including fees, payments and services. Our analysis suggests communication, clarity and understanding the value of the service received and the reasons for the care/tests recommended and possible outcomes are often the basis of complaints relating to fees and pricing. The VCMS does not mediate complaints solely concerning differing prices between practices or providers or payment terms but will provide owners and practices with advice on transparency, clarity and communication around fees and charges.
The VCMS will be looking to share VCMS insight with the CMA, and to encourage animal owners and veterinary practice to share their own perspectives and experience with the CMA.
For information on prescriptions and purchasing medication online – https://www.vetmediation.co.uk/resources/news/animal-medicines-online-or-from-my-vetwhat-are-my-options-as-an-animal-owner/
For advice for animal owners and practices on estimates and fee conversations – https://www.vetmediation.co.uk/resources/news/how-to-manage-fees-and-estimates/
The VCMS encourages both animal owners and veterinary practices to have open, early and clear conversations about known or anticipated fees, overall likely cost, affordability, value, and informed decision making considering the ranges of care options available. Where complaints do arise, and can’t be resolved directly between the practice and the animal owner, the VCMS provide complaint mediation to help resolve matters swiftly and in a way both parties can accept.
