UK Veterinary Reforms: What the Changes Mean for Practices and Their Teams

The UK veterinary sector is preparing for changes to how practices communicate prices, explain treatment options and support pet owners in making informed decisions.

The reforms cover several aspects of the client experience, including:

• Clearer pricing: Published price lists for standard veterinary services.
• Ownership transparency: Clearer information about whether a practice is independent or part of a larger group.
• Written estimates: Advance estimates for treatment expected to cost £500 or more, including aftercare, with an exception for emergencies.
• Itemised bills: A clearer breakdown of what clients are paying for.
• Prescription fees: Caps of £21 for the first medicine and £12.50 for each additional medicine on a written prescription.
• Greater choice: Information explaining that clients can request a written prescription and may save money by buying medication elsewhere.
• Complaints handling: Accessible complaints procedures and engagement in mediation where disputes remain unresolved.

The package also includes changes relating to pet care plans, cremation options and out-of-hours service contracts.

Implementation will be phased. The first requirements for larger veterinary businesses take effect from **23 December 2026**, with further measures following over subsequent months. Smaller businesses will have longer to prepare.

Practices should check the CMA’s implementation guidance for the deadlines applying to their business and each requirement.

For practice owners and managers, preparation is likely to involve reviewing pricing information, updating internal processes and ensuring client communications are consistent.

For veterinary surgeons, nurses, receptionists and support staff, the changes may bring more questions about treatment costs, prescriptions and the options available to clients.

Our view is that preparation should extend beyond updating documents. Teams need opportunities to understand new processes, ask questions and practise explaining changes clearly and sensitively.

A receptionist discussing a consultation fee, a nurse explaining a care plan and a veterinary surgeon outlining treatment options each contribute to the client’s understanding. Giving everyone clear guidance can help make those conversations more consistent.

Greater transparency can help clients feel more confident about decisions concerning their pets. Delivering that experience also requires time, resources and support for practice teams.

At Horizon Resourcing, we believe practices should consider how implementation fits alongside everyday workloads. Useful questions include:

• Who will take responsibility for reviewing and updating client information?
• What training will each team member need?
• How will staff handle questions or concerns about the changes?
• Is there sufficient capacity to prepare while maintaining patient care?

Recruitment may form part of that planning where vacancies or gaps in cover affect capacity. Staff development, retention and clear responsibilities are equally valuable considerations.

These reforms represent a significant change for veterinary businesses. They offer an opportunity to strengthen client communication while reviewing the processes and support that teams need to deliver it.

Horizon Resourcing supports the recruitment of veterinary surgeons, veterinary nurses and support staff. We recognise the contribution every role makes to a well-supported practice and a positive experience for clients and their pets.

If your practice is reviewing its staffing needs, contact Horizon Resourcing to discuss how we can support your team.

Source: Competition and Markets Authority — Veterinary services for household pets