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BVA Congress: Build Confidence Handling Tricky Conversations In The Consultation Room Post-CMA Investigation
4 days ago 
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The British Veterinary Association (BVA) has created two dedicated BVA Congress sessions to help vets navigate challenging client interactions, including tense situations in the consultation room and difficult conversations about costs, following the Competition and Markets Authority’s (CMA) investigation into veterinary services for household pets.
With a focus on client interactions, the sessions in the BVA Congress theatre will explore how to navigate challenging conversations about cost and tense situations in the consultation room, giving practical tips and techniques on how to handle them with clarity and confidence.
Hot Topic: When the consulting room gets difficult: Practical approaches to tense encounters – chaired by BVA Senior Vice President Rob Williams with speakers Neerja Muncaster, Senior Lecturer in Veterinary Clinical Practice, Co-Admissions Tutor – University of Surrey; and Lara Wilson, Regional Clinical Lead – CVS.
This in-depth and practical session, at 1.30pm on Thursday 19 November 2026, focuses on what to say in the moment to keep conversations constructive and relationships strong. Through real-life examples and short, memorable scripts, our expert panellists will show how to de‑escalate emotion, clarify misunderstandings and steer the conversation without losing goodwill.
The session will reflect on actual experiences to help identify common triggers for tension and apply quick, effective techniques to keep conversations constructive and introduce short, adaptable phrases and scripts which can help to deescalate emotion and clarify misunderstandings.
Hot Topic: Money matters: Navigating difficult cost conversations with confidence – chaired by BVA Senior Vice President Rob Williams with speakers Francesca Verney, Founder and Veterinary Surgeon – PetPeople Vets; Brian Faulkner, Veterinary Clinician and Business Consultant – Vetology Ltd; and Cat Henstridge, CEO – Vet Pursuits.
The second session, which takes place at 2pm on Friday 20 November 2026, focuses on practical tools for handling uncomfortable discussions about money with confidence and helping clients to better understand the value of veterinary care. Using case studies from practices and simple, repeatable phrases, the panel will show how to explain fees transparently, manage expectations early and keep discussions calm, fair and professional.
British Veterinary Association President Dr Gwen Rees FRCVS said: “Difficult conversations about cost and tense situations in the consultation room are sadly not new to our profession, but since the start of the CMA investigation more than two years ago, we know many of you are experiencing them more frequently. These sessions will give you some tools to use when discussions get difficult, to help you handle them with more confidence so you can maintain and build on your strong relationships with your clients.”
BVA Congress is back at London Vet Show at the Excel from 19-20 November this year. BVA members can currently book their tickets for £467, saving 15 per cent off the lowest advertised rate for the event, which will include sessions discussing the issues that matter most to the veterinary profession, CPD and networking opportunities.
Find the full two-day programme of sessions for BVA Congress and book your member discounted tickets at: https://london.vetshow.com/
CMA webinar taking place today - CMA’s Final Orders: everything you need know to get ready and get compliant
Zoom: 8-9pm, Wednesday 11 November
BVA members can join a live BVA webinar this evening where BVA Senior Vice President Rob Williams and BVA President Gwen Rees will go through the practical steps small animal or mixed animal practices need to take to get ready and compliant with the Competition and Markets Authority’s mandatory measures which are rolling out following the conclusion of its investigation into vet services for household pets.
The session will bring clarity and accuracy to help navigate the CMA’s mandatory requirements.
Find out more and register now here.
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