Impartial Clinical Advice Policy

Last updated: July 20, 2026

Issued in accordance with the Competition and Markets Authority (CMA) Veterinary Services Remedies Order 2026

Practice Name	MSK Vets
Practice Address	37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, LE13 0RG
Policy Owner	Greg McGarrell
Version	1.0
Date Issued	20 July 2026
Review Date	20 July 2027
Approved By	Greg McGarrell, CEO

1. Regulatory Compliance Statement

MSK Vets is committed to providing independent, impartial and evidence-based veterinary advice that places animal welfare and clients’ informed decision-making at the centre of every consultation.

This policy has been developed to support compliance with the Competition and Markets Authority (CMA) Veterinary Services Remedies Order 2026 and any associated guidance relating to impartial clinical advice, transparency and consumer choice.

The practice is committed to ensuring that all clinical recommendations are made solely on the basis of professional judgement and the welfare needs of the patient, free from inappropriate commercial influence or financial incentive.

2. Purpose

The purpose of this policy is to demonstrate how MSK Vets:

• Ensures clinical advice is impartial, objective and based on clinical evidence.
• Separates clinical decision-making from commercial considerations wherever possible.
• Supports clients in making informed treatment decisions.
• Maintains appropriate records to demonstrate compliance with regulatory requirements.

3. Scope

This policy applies to:

• All veterinary surgeons.
• Registered Veterinary Nurses.
• Animal Care Assistants.
• Reception and client care teams.
• Locum clinicians.
• Contractors undertaking clinical work on behalf of MSK Vets.

The policy applies to advice given:

• During consultations.
• By telephone.
• By email.
• In relation to diagnostics, referrals, medicines and products.

4. Statement of Clinical Independence

MSK Vets is committed to maintaining professional independence in every aspect of clinical care.

4.1 Clinical decisions are based solely on patient welfare

Treatment recommendations, diagnostic investigations, referrals and management plans are determined exclusively by:

• the patient’s clinical condition;
• current veterinary evidence;
• professional judgement; and
• the welfare interests of the animal.

No clinician is rewarded or incentivised according to:

• product sales;
• diagnostic revenue;
• referral income;
• consultation value; or
• individual treatment plan revenue.

4.2 Commercial Relationships

MSK Vets will not permit commercial arrangements with pharmaceutical companies, manufacturers, laboratories or suppliers to influence clinical advice.

Where any commercial relationship could reasonably be perceived as influencing professional advice, this will be disclosed where appropriate and managed in accordance with the practice’s conflicts of interest procedures.

4.3 Client Choice

Clients will be provided with clear, balanced information regarding available diagnostic and treatment options.

Where appropriate, clients will be informed of:

• alternative treatment options;
• referral options;
• expected benefits and risks;
• likely costs; and
• the option to seek a second opinion.

Clients will never be pressured into accepting a recommendation.

4.4 Informed Consent

Clinical recommendations will be communicated in a clear and understandable manner to support informed consent.

Clinicians will answer client questions honestly and provide sufficient information to enable informed decision-making.

4.5 Complaints Relating to Impartiality

Any client who believes advice has been influenced by commercial interests may submit a complaint.

Complaints should be directed to:

Practice CEO
Email: [email protected]
Telephone: 01664 778187

All complaints concerning impartiality will be investigated promptly and, wherever practicable, a written response will be provided within 10 working days.

5. Governance

This policy is owned by the Practice CEO and reviewed at least annually or sooner where:

• legislation changes;
• CMA guidance is amended;
• an impartiality complaint is upheld;
• ownership or governance arrangements change; or
• commercial relationships materially change.

All policy reviews will be documented.

6. Staff Responsibilities

All staff are responsible for maintaining professional impartiality.

Staff must:

• act in accordance with this policy;
• place animal welfare first;
• avoid allowing commercial considerations to influence advice;
• declare actual or potential conflicts of interest;
• avoid accepting gifts or incentives that could reasonably be perceived to influence professional judgement;
• support clients wishing to seek a second opinion or independent advice; and
• cooperate fully with any investigation concerning impartiality.

7. Training

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

• the principles of impartial clinical advice;
• conflicts of interest;
• informed consent;
• CMA requirements; and
• complaints relating to impartiality.

Training will be completed during induction and refreshed annually.

Training records will be retained as part of the practice’s compliance documentation.

8. Monitoring and Review

Compliance with this policy will be monitored through:

• complaint reviews;
• periodic clinical audits;
• staff declarations of conflicts of interest;
• annual policy reviews; and
• review of any regulatory updates affecting impartiality obligations.

9. Approval

This policy has been approved by:

Greg McGarrell
Chief Executive Officer

Signed: Greg McGarrell
Date: 20th July 2026

This policy is intended to support compliance with applicable CMA requirements relating to impartial veterinary advice. It should be read alongside the practice’s Complaints Policy, Conflicts of Interest Policy, Consent Policy and Data Protection Policy.