Most dental office employees—whether receptionists, assistants, or hygienists—are committed professionals who care deeply about their patients and take pride in their work. Dentists, often focused on clinical responsibilities, may not always fully recognize the day-to-day contributions of their team. But make no mistake: a dedicated staff is the foundation of a successful dental practice.
You can feel the difference when you walk into a dental office where the team is happy and cohesive. Patients can sense it too—warm smiles, smooth workflows, and genuine communication make for a positive experience. Conversely, it’s just as easy to detect when something is off.
We’ve all been in offices where tension hangs in the air. Staff might avoid eye contact, communication is curt, and the overall vibe is cold or uneasy. In many cases, this kind of toxic environment can be traced back to a single disruptive team member.
Is the Dentist Always Aware?
Sometimes dentists are unaware of interpersonal issues among staff, especially if the toxic behavior is subtle or hidden behind a facade of professionalism. But more often, dentists do sense something is wrong—they just aren’t sure what to do about it.
High staff turnover, low morale, and patient complaints are red flags. These signs shouldn’t be ignored.
Unhappy vs. Toxic Employees
There’s a crucial distinction between a temporarily unhappy employee and a truly toxic one.
- A good employee going through a rough patch—like a personal crisis, family issues, or health concerns—deserves empathy and support. With time and encouragement, they often bounce back and become stronger team players.
- A toxic employee, on the other hand, consistently breeds conflict, undermines morale, and resists improvement. Their negativity spreads, affecting patient care, disrupting team dynamics, and driving good employees away.
Sometimes, toxic employees hold senior roles or have been with the practice for years. In such cases, other team members may feel intimidated or powerless to speak up. Even patients may be reluctant to voice their discomfort—yet the damage continues.
The Right Course of Action
A dentist must stay attuned to the culture and climate of their practice. Open lines of communication, regular staff meetings, and anonymous feedback opportunities can help surface issues before they escalate.
But when it becomes clear that an employee is truly toxic and unwilling to change, the solution is straightforward: termination.
While it’s never an easy decision, it’s often the only path to restoring a healthy, productive work environment. Be sure to document the issues, follow legal protocols, and comply with all federal and state employment laws, especially regarding discrimination and fair labor practices.
In Summary
- Support struggling but sincere employees with empathy.
- Identify and address toxic behavior quickly.
- Don’t let one person poison the culture of your entire practice.
- Protect your team, your patients, and your peace of mind.
Good employees are hard to find—and worth keeping. Toxic ones? They should never be kept around, no matter how experienced or entrenched they may seem.
– Bill Otten & Kim Rey
