11/05/2026
Sirena, our Head RVN and Live Chat Manager, looks at the new CMA changes. She says:
CMA changes are coming, and we know a lot of veterinary practices are already starting to think about what this might mean in reality.
From the conversations we’ve had recently, the feeling seems to be pretty similar across the board: “It’s another thing to think about.”
And that’s completely understandable.
Practice teams are already having these conversations every day. Pricing, treatment options, medication questions, estimates, follow-up queries, worried clients needing reassurance… none of this is new.
But what may change is the expectation around how this information is shared, how easy it is for clients to access, and how much of it needs to be clearly explained or written down. That’s where it can start to feel like a lot.
Because these questions don’t usually arrive at the perfect time. They come in when reception is busy, when consults are running behind, when the phones are non-stop, or when the team is already stretched.
This is where our Veterinary Nurse-led Live Chat service can help.
Our RVN team can support communication around clinical care by answering initial questions, helping clients understand what may affect costs, talking through options, and providing written information clients can refer back to afterwards.
It simply gives practices another layer of support, helping clients feel heard and informed without every conversation falling back onto an already busy team.
As the CMA updates become clearer, many practices will be thinking about how to make these conversations manageable.
If that’s something your practice is looking at, we’d be happy to chat about how Kernow Vets Messaging could help.
