Yes, every vet in clinical practice must take steps to provide 24-hour emergency first aid and pain relief, but you do not have to provide it personally. The RCVS allows you to share cover with other practices or outsource it to a dedicated emergency service. What you cannot do is leave clients without a clear, published route to that service.
What does the RCVS actually require?
The duty comes from the RCVS Code of Professional Conduct and is explained in its supporting guidance, chapter 3. The core points (RCVS supporting guidance, chapter 3):
- Vets in practice are required to take steps to provide 24-hour emergency first aid and pain relief to animals, according to their skills and the situation.
- This "does not mean that veterinary surgeons must personally provide the service". They are not expected to be constantly on duty, but they must ensure that when off duty, clients are directed to another appropriate service (paragraph 3.4).
- Vets are encouraged to co-operate, for example through shared arrangements between local practices or a dedicated emergency service clinic (3.5), and these arrangements should be made before an emergency arises and confirmed in writing (3.6).
- The purpose is to attend to the animal's initial and essential welfare needs. In some cases, euthanasia may be appropriate (3.7).
So the question for a practice owner is not "do we open all night?" but "is our route to out-of-hours care real, written down and clearly communicated?"
What are the options for cover?
| Model | How it works | What to check |
|---|---|---|
| Own rota | Your vets take turns on call | Rest, safety for lone visits, protocols for on-duty staff (3.28) |
| Shared rota | Several local practices share on-call | Written terms, fair split, reasonable travel for clients |
| Dedicated emergency provider | Out-of-hours calls go to an emergency clinic | Adequacy checked at the start and reviewed regularly (3.30) |
Whichever you choose, RCVS guidance says clients should only be expected to travel reasonable distances, taking local conditions into account (3.33), and staffing and arrangements should match the likely workload and be reviewed on an ongoing basis (3.29).
Outsourced contracts also changed in September 2026. Under the CMA's vets Order, third-party out-of-hours contracts must not have notice periods longer than 12 months, which makes switching provider easier (CMA guidance).
What must clients be told?
This is where many practices fall short, and it is the part your phones and website carry. Paragraph 3.23 says vets should provide clients with full details of their 24-hour emergency cover and make it publicly available, including:
- relevant telephone numbers
- location details
- when the out-of-hours service is available
- the nature of the service provided
- the likely initial costs of the service
The information should be given at the start of the relationship, with regular reminders, and updated promptly if it changes (3.24). The RCVS suggests using all possible means: leaflets, posters, the website, social media and vaccination record cards (3.25). If you outsource, it is not acceptable to say you provide 24-hour cover "without providing full information about the service" (3.27).
The CMA Order now backs this up. Practices must publish clear information about out-of-hours care, including, where it is outsourced, the provider's identity, telephone numbers, premises and web addresses, when it is available and the nature of the service (CMA guidance). The out-of-hours consultation fee also goes on your standard price list.
Who answers the phone, and what can they say?
When someone rings worried that an animal needs emergency attention, the vet should decide and advise whether attention is needed immediately or can reasonably wait (3.10). Vets are responsible for any telephone advice they give (3.11).
Support staff have a narrower role. Paragraph 3.12 says vets should ensure support staff "do not suggest a diagnosis or clinical opinion", are advised to pass on any request for urgent attention to a veterinary surgeon, and are trained to recognise when a client needs to speak directly to a vet.
That gives you a clear rule for anyone, or anything, answering your phone:
- Do not judge how urgent it is.
- Give the published out-of-hours route accurately.
- Pass urgent requests to a vet quickly, with the key details.
This is the job Remi does on a practice line. It answers at any hour, gives owners the out-of-hours arrangements you have set, takes a detailed message, and puts urgent calls through to the vet or provider you choose, telling them who is calling and why before connecting. It never gives veterinary advice and is not an emergency service. If you want to see that alongside an existing out-of-hours provider, here is how an AI receptionist for vet practices works.
Do we have to attend away from the practice?
Not automatically. In all but exceptional circumstances, the RCVS says companion animals are best served by being brought to a practice with full equipment and facilities (3.36). Owners are responsible for transporting their animals, including in emergencies (3.21). A vet is not obliged to attend away from the practice unless, in their professional judgement, it is appropriate (3.39). If you decline, inform the owner and document the advice and reasons (3.38).
Safety counts too. Vets are not expected to tolerate threatening or violent behaviour, and may decline a visit where they have overriding personal safety concerns (3.41 to 3.43).
What about costs out of hours?
The RCVS notes there are no statutory fees and out-of-hours services generally cost more. Likely costs and payment arrangements should be discussed early, but first aid and pain relief should not be delayed while that happens (3.54 to 3.55). Publishing the out-of-hours consultation fee in advance means fewer arguments at 2am.
Checklist: is your 24-hour cover compliant?
- Written arrangement with your rota partners or emergency provider
- Provider adequacy checked at the start and reviewed regularly
- Out-of-hours phone number, address, hours, type of service and likely initial cost published
- Same details on your website, posters, leaflets and new-client information
- Out-of-hours fee on your CMA price list
- Phone message and call handling point to the right service every night, weekend and bank holiday
- Reception trained not to give clinical opinions and to pass urgent requests to a vet
- Notice period in any outsourced contract no longer than 12 months
The short version
The RCVS requires every vet in practice to take steps to provide 24-hour emergency first aid and pain relief, but you can meet that duty through a shared rota or an emergency provider. Make the arrangement in writing before it is needed, check it is adequate, and tell clients the full details: numbers, location, hours, type of service and likely initial cost. Reception should give that route accurately and pass urgent calls to a vet, never judge urgency themselves.