When people think about what makes dental practice successful, they usually think of clinical expertise, technology, or patient volume. All of those matter, of course — but there’s one factor that often gets overlooked: culture.
Culture is the invisible heartbeat of a practice. It’s how your team interacts, how patients feel when they walk through the door, and how leadership sets the tone every single day. And in pediatric and orthodontic practices, where patient experience is everything, culture isn’t just a “nice-to-have.” It’s the difference between thriving and struggling.
At Vitana, our HR team has seen firsthand how a strong, people-first culture impacts retention, patient experience, and even profitability. Let’s dive into why it matters — and how to build it.
Why Culture Matters in Dentistry
1. Employee Retention
Let’s be real: hygienists, assistants, and front desk staff are in high demand everywhere. If your culture is toxic, they’ll find another practice faster than you can say “scaler.” On the flip side, when employees feel respected, supported, and connected to a larger purpose, they stick around. And in dentistry, retention is gold — replacing one hygienist can take months and cost thousands in recruiting, onboarding, and training.
2. Patient Experience
Happy teams = happy patients. Parents and kids pick up on the energy in your office. If your team is stressed, burned out, or disconnected, patients feel it. But when your culture is warm, supportive, and people-first, patients notice — and they come back. They also tell their friends which is the best marketing you’ll ever get.
3. Profitability
Here’s the part that makes CFOs smile: strong culture isn’t just about feelings, it’s about dollars. Engaged employees are more productive, practices with lower turnover spend less on recruiting, and patients who love their experience spend more and refer more. Culture pays for itself many times over.
Steps to Create a People-First Culture
Building a strong culture isn’t about having a ping-pong table in the breakroom or free pizza Fridays (though hey, those don’t hurt). It’s about intentional leadership and everyday practices that show people they matter. Here are some of the steps we’ve seen that make the biggest difference:
1. Leadership Training
Culture flows from the top down. Office managers, lead hygienists, and practice leaders set the tone — and not everyone naturally knows how to lead well. That’s why leadership training is critical.
- Teach people management. How to give feedback, how to recognize good work, how to handle conflict — these are skills, not instincts.
- Focus on emotional intelligence. Leaders who listen, empathize, and connect build trust quickly.
- Model the behavior. If leaders stay calm under pressure, communicate clearly, and treat everyone with respect, the team will follow.
When your leaders show up as coaches instead of just bosses, culture shifts in a big way.
2. Employee Recognition
People don’t leave jobs where they feel valued. Recognition doesn’t have to mean giant bonuses (though no one will say no to those). Sometimes it’s as simple as saying, “Hey, I saw how you handled that upset parent — you did a fantastic job.”
At Vitana, we encourage practices to build in regular recognition moments, like:
- Shout-outs during morning huddles.
- Monthly awards for teamwork or patient care.
- Notes of appreciation from leadership.
- Peer-to-peer recognition — letting staff celebrate each other.
The key is consistency. A one-time “thank you” feels nice. A culture of recognition feels powerful.
3. Engagement Surveys
Want to know how your team is really doing? Ask them.
Engagement surveys are one of the most effective ways to take the pulse of your culture. They don’t have to be complicated — a few well-crafted questions about workload, communication, and team morale can reveal a lot.
The important part? Follow-through. Employees need to see that their feedback isn’t going into a black hole. When leaders respond with “We heard you, and here’s what we’re doing,” trust goes up and engagement skyrockets.
4. Clear Communication
So many culture issues come down to one thing: nobody knows what’s going on.
- Policies change, but no one explains why.
- Expectations are set but not reinforced.
- Decisions are made, but staff hear them through the grapevine.
Fixing this is simple but powerful: communicate clearly, communicate often, and be transparent. Even if the news isn’t perfect, people appreciate being in the loop.
5. Investing in Growth
Culture thrives when people see a future for themselves. That’s why career pathing and professional development matter.
Whether it’s creating hygienist tier levels, offering continuing education, or mentoring office managers, showing employees that you’re invested in their growth keeps them engaged and loyal.
Case Example: Culture in Action
At one of our partner pediatric practices, turnover among hygienists was becoming a real challenge. Within a year, three had left, and recruiting replacements was draining time and money. Morale was slipping, and patients were starting to notice the revolving door.
When we dug in, the problem wasn’t pay — it was culture. Hygienists felt underappreciated, disconnected from leadership, and burned out.
Here’s what changed:
- Leadership training. The office manager received coaching on communication and recognition.
- Recognition rituals. The team launched a monthly “high five board” where staff could post shout-outs for each other.
- Feedback loop. We ran a quick engagement survey and acted on the results — including adjusting schedules to reduce burnout.
The result? Hygienist turnover dropped to zero the following year. Patient reviews improved, and the practice saved money on recruiting costs. Most importantly, the team felt valued again.
Why This Matters
Culture isn’t fluff. It’s not a poster on the wall or a one-time team-building event. It’s the daily experience of employees and patients — and in pediatric and ortho practices, that experience defines your success.
When you build a strong, people-first culture, you:
- Keep your best employees.
- Deliver unforgettable patient experiences.
- Strengthen profitability.
And the best part? Culture doesn’t just make business sense — it makes your practice a place people actually enjoy coming to every day.
If you’re a pediatric or orthodontic dental practice leader, don’t underestimate the power of culture. Technology can be copied. Pay rates can be matched. But culture? That’s your competitive edge.
Invest in your people, train your leaders, recognize great work, and keep communication open. When you do, you’ll see the difference — not just in your bottom line, but in the smiles of your staff and your patients.
Because at the end of the day, culture is what turns a dental practice into a dental family. 💙
