BVRA’s statement on the Competition and Markets Authority (CMA) review


The recent review by the Competition and Markets Authority (CMA) on the veterinary industry has raised concerns with both veterinary staff and clients.

While it is understandable that there may be apprehension about potential backlash from clients regarding the findings of the CMA, this review can also be seen as an opportunity to review practice operations.

BVRA President, Kayleigh Walker said ‘being transparent about pricing is essential for building trust and credibility with clients. By openly communicating pricing structures practices can help reduce concerns and ensure that clients feel that they can make informed decisions about their pet’s care. This not only benefits the client but also provides a sense of accountability within the profession’.

She goes on to say, ‘veterinary receptionists are often the ones presenting the bill to a client or explaining the breakdown of an invoice.  This can cause backlash from clients, which is often aimed at the reception staff’.

The CMA report highlights the importance of education and communication in our interactions with clients. Veterinary practices have a responsibility to not only provided high-quality care, but to also educate clients about the importance of preventative health care, responsible pet ownership and the value of veterinary services. By taking the time to educate clients and address their concerns, we are building stronger relationships and encouraging owners to take an active role in their pets’ health and well-being.

If any receptionists are feeling the pressure from the potential back lash from clients following the recent CMA report then please do not hesitate to get in touch with Vetlife . They are there to support the whole veterinary team,

If you don’t feel comfortable talking over the phone, you can email them instead.

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