Impartial Clinical Advice Policy.

This policy is issued in response to the Competition and Markets Authority (CMA) Final Report into Veterinary Services (March 2026) and the associated CMA Veterinary Services Order 2026.

Effective date: 23 September 2026 · Review date: September 2027 · Approved by: CA / AKB

1. Regulatory compliance statement

Lanes Vets Ltd is committed to maintaining the highest standards of professional integrity, clinical independence, animal welfare, and transparency. The practice recognises the importance of client confidence in veterinary services and is committed to ensuring that all clinical advice, treatment recommendations, referrals and prescribing decisions are made solely in the best interests of the patient.

This policy demonstrates how Lanes Vets Ltd separates clinical decision-making from commercial considerations and ensures compliance with the requirements of the CMA Veterinary Services Order.

2. Purpose

The purpose of this policy is to ensure that:

• Clinical advice is impartial, evidence-based and centred on animal welfare.
• Treatment recommendations are free from inappropriate commercial influence.
• Clients are provided with sufficient information to make informed decisions regarding their pet’s care.
• Actual or perceived conflicts of interest are identified and managed appropriately.
• The practice maintains an auditable framework demonstrating compliance with CMA requirements.

3. Scope

This policy applies to:

• Veterinary surgeons.
• Registered veterinary nurses.
• Student veterinary nurses.
• Animal care assistants.
• Client care teams.
• Practice managers.
• Locum clinicians.
• Consultants and contractors acting on behalf of Lanes Vets Ltd.

The policy applies to all clinical advice provided:

• During consultations.
• During inpatient treatment.
• By telephone.
• By email.
• Through digital communication platforms.
• Through written estimates and treatment plans.

4. Principles of clinical independence

4.1 Clinical decisions based on patient need

Lanes Vets Ltd confirms that all clinical decisions are based solely on:

• Clinical presentation.
• Animal welfare considerations.
• Professional judgement.
• Current veterinary evidence and best practice.
• Relevant legal and professional obligations.

Recommendations regarding diagnostics, treatments, medications, procedures or referrals will never be made primarily for financial gain or commercial advantage.

4.2 Separation of clinical and commercial interests

The practice does not operate individual clinician sales targets linked to:

• Revenue generation.
• Product sales.
• Diagnostic testing volumes.
• Referral numbers.
• Specific treatment plans.

No veterinary surgeon or registered veterinary nurse is rewarded or incentivised on the basis of recommending particular products, services, procedures or suppliers.

Clinical staff are expected to exercise independent professional judgement at all times.

4.3 Transparency in treatment recommendations

When discussing treatment options, Lanes Vets Ltd will provide clients with clear and balanced information regarding:

• The clinical rationale for recommendations.
• Reasonable alternative treatment options, where appropriate.
• Expected benefits and risks.
• Likely costs where available.
• Expected outcomes and prognosis.

Clients will be given sufficient time and information to make informed decisions and will not be subjected to undue pressure to proceed with treatment.

5. Referrals and second opinions

Referrals are recommended only when considered clinically appropriate and in the interests of patient welfare.

Clients are entitled to:

• Request a second opinion.
• Seek treatment elsewhere.
• Request referral to another veterinary provider.
• Obtain copies of their pet’s clinical records in accordance with applicable regulations.

Lanes Vets Ltd supports informed client choice and will not discourage clients from seeking independent advice.

Where ownership links or commercial relationships exist with referral providers, these will be disclosed where required by legislation or professional guidance.

6. Product and medication recommendations

Recommendations for medications, therapeutic diets, supplements, diagnostics and other veterinary products are made solely on the basis of clinical suitability.

When recommending products, clinicians will consider:

• Clinical evidence.
• Patient-specific requirements.
• Welfare outcomes.
• Availability of appropriate alternatives.

Product recommendations will not be influenced by supplier incentives, rebates or commercial agreements.

7. Conflicts of interest

Lanes Vets Ltd is committed to identifying and appropriately managing conflicts of interest.

Employees must declare any actual, potential or perceived conflict, including:

• Financial interests in veterinary-related businesses.
• Consultancy arrangements.
• Supplier relationships.
• Ownership interests.
• Personal relationships that could influence professional judgement.

Declarations should be made to the Practice Manager or Clinical Director.

A register of declared conflicts of interest will be maintained and reviewed annually.

8. Complaints relating to impartiality

Any client who believes that clinical advice has been influenced by commercial interests may raise a complaint through the practice complaints procedure.

Complaints should be directed to the Feedback Team at feedback@lanesvets.com.

All complaints relating to impartiality will:

• Be investigated objectively.
• Be documented and reviewed.
• Receive a formal written response.
• Be used to identify opportunities for improvement where necessary.

Where appropriate, findings may be incorporated into staff training and policy reviews.

9. Documentation and audit

Lanes Vets Ltd will maintain records to demonstrate compliance with this policy, including:

• Complaints and investigations.
• Conflict of interest declarations.
• Staff training records.
• Policy review records.
• Clinical audits.
• Client communication records where relevant.

These records will be retained in accordance with the practice’s record retention procedures and made available to regulators upon legitimate request.

10. Staff responsibilities

All staff are required to:

• Follow this policy at all times.
• Place animal welfare at the centre of decision-making.
• Provide honest and balanced information to clients.
• Avoid situations that may compromise professional independence.
• Declare conflicts of interest promptly.
• Participate in required training activities.
• Cooperate with any audit, review or investigation relating to impartiality.

11. Training

All clinical and client-facing staff will receive training on:

• CMA Veterinary Services Order requirements.
• Clinical independence and impartiality.
• Informed consent.
• Management of conflicts of interest.
• Client communication and transparency.

Training will be completed during induction, annually thereafter, and following any significant regulatory change. Training records will be maintained as part of the practice’s compliance documentation.

12. Governance and review

Responsibility for implementation of this policy rests with the Clinical Director and Practice Management Team.

This policy will be reviewed:

• Annually.
• Following significant regulatory changes.
• Following any upheld complaint relating to impartiality.
• Following any material change in ownership, structure or commercial arrangements.

A record of policy reviews and amendments will be retained.