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 client transparency.

This policy establishes how Lanes Vets Ltd ensures that clinical advice, treatment recommendations, referrals and prescribing decisions are made solely in the best interests of the patient and client, free from inappropriate commercial influence.

The practice is committed to complying with all relevant professional, regulatory and consumer protection requirements and to maintaining client confidence in veterinary services.

2. Purpose

The purpose of this policy is to ensure that:

• Clinical advice is impartial, evidence-based and centred on animal welfare.
• Veterinary professionals can exercise independent clinical judgement without influence from commercial pressures.
• Clients are provided with sufficient information to make informed decisions.
• Treatment recommendations remain transparent and objective.
• Conflicts of interest are appropriately identified and managed.
• The practice maintains an auditable framework demonstrating compliance with regulatory requirements.

3. Scope

This policy applies to:

• Veterinary surgeons.
• Registered Veterinary Nurses (RVNs).
• 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 in person, by telephone, email, written estimates, treatment plans and digital communication platforms.

4. Clinical Freedom and Independence

4.1 Professional Clinical Judgement

Every veterinary surgeon and RVN employed by Lanes Vets Ltd has the right and responsibility to exercise independent professional judgement.

Clinical decisions must be based on:

• Animal welfare considerations.
• Clinical findings and professional assessment.
• Current veterinary evidence and best practice.
• Relevant legal and professional obligations.
• The individual circumstances of the client and patient.

4.2 Separation of Clinical and Commercial Interests

Treatment recommendations shall never be made primarily for financial gain or commercial advantage.

Lanes Vets Ltd does not operate individual sales targets linked to:

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

No clinician will be pressured, penalised, rewarded or incentivised for recommending particular products, medications, suppliers, diagnostic tests or treatment pathways.

4.3 Contextualised Care

Lanes Vets Ltd supports a contextualised care approach.

Clinicians may offer a range of appropriate treatment options, from advanced interventions to more conservative management approaches, where clinically appropriate, taking account of:

• Patient welfare.
• Clinical needs.
• Client circumstances.
• Financial considerations.
• Practical limitations.

The provision of alternative options must never compromise professional standards or animal welfare obligations.

5. Impartial Clinical Advice

When discussing diagnostic or treatment options, clinicians will provide balanced information regarding:

• The clinical rationale for recommendations.
• Reasonable alternatives where available.
• Potential benefits and risks.
• Expected outcomes and prognosis.
• Likely costs.

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

6. Referrals, Second Opinions and Prescriptions

6.1 Referrals and Second Opinions

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

Clients may:

• 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.

Referral recommendations must be based on factors such as clinical expertise, facilities, location and the patient’s best interests.

6.2 Prescription Transparency

Clients must be informed of their right to request a written prescription if they wish to obtain medications from another supplier.

No member of staff should discourage or disadvantage a client for exercising this right.

7. Product and Medication Recommendations

Recommendations relating to medicines, therapeutic diets, supplements, diagnostics and other veterinary products will be made solely on the basis of clinical suitability.

Clinicians should consider:

• Clinical evidence.
• Patient-specific needs.
• Welfare outcomes.
• Availability of suitable alternatives.

Recommendations must not be influenced by supplier incentives, rebates or commercial agreements.

8. Transparency of Costs and Estimates

Lanes Vets Ltd recognises that cost transparency is an essential component of informed consent and client trust.

The practice will:

• Provide clear and itemised pricing information where reasonably available.
• Make routine procedure pricing available to clients where appropriate.
• Provide written estimates for significant treatments, procedures or hospitalisations.
• Keep clients informed of material changes to expected costs during treatment.

Where treatment costs are likely to increase significantly beyond previously discussed estimates, clients should be informed as soon as reasonably practicable.

9. Informed Consent

Informed consent is an ongoing process rather than a single signed document.

Before obtaining consent, clinicians should ensure that clients understand:

• The diagnosis or suspected condition.
• Available treatment options.
• Benefits and risks of proposed treatments.
• Alternative treatments, including conservative or palliative options where appropriate.
• Expected costs and potential ongoing expenses.
• Likely outcomes and prognosis.
• Inpatient care arrangements, including overnight care where relevant.

Clients must be provided with sufficient information to make an informed decision regarding their pet’s care.

10. Conflicts of Interest

Lanes Vets Ltd is committed to identifying and appropriately managing actual, potential and perceived conflicts of interest.

Staff must declare any relevant conflicts, 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.

Lanes Vets Ltd currently selects external laboratories, suppliers and referral providers based on service quality, clinical suitability and value for clients. Any relevant ownership links or commercial relationships will be disclosed where required by law or professional guidance.

11. Complaints Relating to Impartiality

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

Complaints will:

• Be investigated objectively.
• Be documented and reviewed.
• Receive a formal written response.
• Be used to support continuous improvement where appropriate.

12. Staff Support and Professional Guidance

Staff are encouraged to seek support where clinical, ethical or welfare considerations create difficult decision-making situations.

Support mechanisms include:

• Discussion with senior clinicians or directors.
• Peer consultation.
• Access to relevant professional guidance.
• Contact with professional advisory services where appropriate.

No employee will be disadvantaged for seeking ethical or professional support regarding a clinical decision.

13. Training, Documentation and Audit

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

• Staff training records.
• Conflict of interest declarations.
• Complaints and investigations.
• Clinical audits.
• Policy review records.
• Relevant client communication records.

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

• Clinical independence.
• Informed consent.
• Conflict management.
• Client communication and transparency.
• Relevant regulatory requirements.

Training will take place during induction and periodically thereafter.

14. Staff Responsibilities

All staff are required to:

• Place animal welfare at the centre of decision-making.
• Follow this policy at all times.
• Provide honest, balanced and transparent information.
• Declare conflicts of interest promptly.
• Protect professional independence.
• Participate in relevant training.
• Cooperate with audits and investigations where required.

15. 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.

Staff Acknowledgement

I confirm that I have read and understood the Clinical Freedom and Impartial Clinical Advice Policy and understand my responsibilities to provide independent, transparent and evidence-based advice in the best interests of patients and clients. I agree to comply with the requirements of this policy.