The #1 Mistake That Leads to High Staff Turnover in Dental Practices

Introduction

High staff turnover is a chronic issue in many dental practices, creating operational instability, lowering patient satisfaction, and driving up costs. While there are a number of factors contributing to high employee turnover, one factor stands out above the rest: lack of effective leadership and communication.

In this article, we’ll explore why poor leadership and communication are the root cause of high staff turnover, how they manifest in dental practices, and actionable strategies to address the issue.

The True Cost of High Staff Turnover

Before identifying the core mistake, it’s essential to understand the financial and operational consequences of losing staff regularly:

• Increased Recruitment and Training Costs: Onboarding new team members costs time and money. According to the Society for Human Resource Management (SHRM), replacing a salaried employee costs an average of 6-9 months of their salary. This is due to both the cost of talent acquisition, if you are using an agency, and to the loss of production while training a new hire if you lost a productive staff member. Although having training systems in place can help to reduce this cost, having a disruption in operations due to turnover is always a nuisance and can certainly slow down momentum.
• Lower Team Morale: When colleagues constantly leave, remaining employees may feel demotivated or overburdened. Especially if the loss is due to poor leadership or a lack of employee growth (these go hand in hand).

Turnover doesn’t just hurt profitability—it affects the overall culture and reputation of your practice.

The #1 Mistake: Poor Leadership and Communication

Effective leadership is the cornerstone of any successful business, including dental practices. When leadership and communication falter, staff members feel undervalued, confused, and unmotivated. Here’s how this mistake plays out:

1. Lack of Clear Expectations and Accountability

Inconsistent or unclear expectations lead to frustration and confusion. Team members are unsure of their responsibilities or performance standards. Without clear guidelines, staff may:

• Make repeated mistakes due to miscommunication.
• Feel micromanaged or, conversely, neglected.
• Experience burnout from undefined or excessive workloads.

Solution:

• Clearly outline job roles and expectations during onboarding.
• Implement weekly team meetings to review progress made by the team on production goals and actions to take in the coming week.
• Use clear standard operating procedures, put in writing as policy, to reduce ambiguity and give clarity on exactly what is expected of your team for key operations in the office – for example, what should occur during a New Patient Visit or how exactly should new leads into the office be handled. (MGE provides guidance on these points, in our New Patient Workshop, should you have any questions.)

2. Failure to Recognize and Appreciate Staff

As mentioned in one of my video tips, when employees feel undervalued, they become disengaged and produce less. Dental practices often focus heavily on patient care and overlook the importance of staff morale. Failing to acknowledge employee contributions may foster ill will, but at the very least it won’t incentivize your team members to help you grow or produce their best.

Solution:

• Regularly recognize and reward exceptional performance.
• Implement small but meaningful incentives (e.g., weekly review games, bonuses per referral generated, or team activities outside the office).
• Ensure to have great rewards for hitting targets that go above and beyond usual and expected collections. If your average collections are $75,000 per month, have a game to hit $100,000 with a $250 bonus to each full-time employee given as a reward. This bonus can be more or less depending on your profit margins and how significant an increase this would be to your practice.

3. Poor Communication of Vision and Goals

Employees want to feel they are contributing to a larger purpose. If the practice’s mission, goals, and values are not clearly communicated, staff can become disconnected and disinterested.

Solution:

• Create a clear and compelling vision statement that aligns your team.
• Hold regular team meetings to share practice goals and progress. I would recommend having this team meeting at least once a month or once a quarter if you have also established weekly team meetings as mentioned above.
• Involve staff in decision-making processes when appropriate.

4. Inadequate Training and Development Opportunities

Employees who feel stagnant or unchallenged are more likely to leave. Dental practices often prioritize patient care over employee growth, but this leads to disengagement and high turnover over time. The research is loud and clear: employees want to be in an environment where they know they have growth opportunities and access to tools and training that will allow them to take advantage of those opportunities.

Solution:

• Provide consistent opportunities for skill-building and cross-training.
• Invest in continuing education for dental assistants, hygienists, and administrative staff.
• Promote from within when possible, offering clear career advancement paths.

How to Cultivate Strong Leadership and Communication in Your Practice

Improving leadership and communication doesn’t require a complete overhaul. Here are practical strategies dental practice owners can implement to reduce turnover:

1. Lead by Example

As the practice owner, your leadership sets the tone for the entire team. Demonstrate the values you want to see, such as empathy, respect, and accountability.

• Be transparent about goals and challenges. Ensure to talk about expectations, and highlight wins and advances often.
• Actively listen to staff concerns and take appropriate action.
• Model positive communication and conflict resolution skills.

2. Prioritize Staff Development

Employees who feel invested in are more likely to stay. Offer development opportunities such as:

• Leadership training for senior staff.
• Mentorship programs pairing new hires with experienced employees.
• Cross-training to enhance skill sets and create career mobility.

3. Foster a Supportive Team Culture 

Create an environment where employees feel valued and supported.

• Organize team-building activities outside of work hours.
• Encourage collaboration and recognize team efforts.
• Celebrate wins, both big and small, to build a sense of accomplishment.

Conclusion

The #1 mistake that leads to high staff turnover in dental practices is poor leadership and communication. By addressing this issue head-on, practice owners can foster a positive work environment, improve employee retention, and ultimately enhance patient care and profitability. Clear expectations, regular feedback, employee recognition, and professional development are the keys to reducing turnover and building a loyal, motivated team. If you’re really looking to level up your leadership skills, I would highly recommend signing up for the MGE Power Program.

Investing in your staff through effective leadership isn’t just good for retention—it’s good for business. By prioritizing communication and employee satisfaction, you’ll create a practice where both your team and your patients thrive.