Identifying (and Preventing) Toxic Work Culture at Your Clinic

Just because pet owners often leave your veterinary practice happier than when they arrived, doesn’t mean your team members always do the same. You may have your own suspicions about toxicity in your workplace—especially if you’re reading this article—or you may already know what it feels like to work in an environment that’s tense and uneasy.

More than just a bad vibe, we’re discussing how an unhealthy work space can risk operational inefficiency and burnout among your veterinary team. See all the ways you can identify and prevent clinic friction to keep your team poised under pressure, ultimately putting toxic work culture in the past.

Take the Toxicity Prevention Quiz

This quiz can quickly help you identify a toxic work environment so you can stay in the know and ahead of the warning signs. Answer these questions as objectively as possible with either yes or no. Then, add up the total number of questions you’ve answered yes to:

1. There’s good communication in my clinic.
2. There’s low turnover among staff.
3. Employees rarely call out sick or get injured on the job.
4. Employees feel comfortable requesting and taking time off.
5. Employees are motivated and interested in the work they do.
6. Employees are open-minded and inclusive of other team members.
7. My clinic has a human resources department or representative that’s easily accessible and approachable at any time.
8. Employees have room to grow, and are inspired and challenged daily.
9. Employees treat their managers with respect and are comfortable communicating their needs.
10. My clinic has regular open performance reviews and one-on-one meetings.

Here’s what your results could mean:

• Answered yes for 1 to 3 questions: Your clinic could be showing signs of toxicity. It’s most likely time to take action and repair your environment as soon as possible.
• Answered yes for 4 to 6 questions: Your workplace doesn’t seem as healthy as it could be, and may need some improvements.
• Answered yes for 7 to 10 questions: Nice! Your work culture seems like it’s in a good place, but could probably benefit from a few improvements.

Preventing a Toxic Work Environment

We know veterinary clinics face unique pressures, from the emotional toll to the overall fast-paced environment of pet care. That’s why taking strategic steps toward a healthy and supportive workplace is especially important. If you want to promote a positive atmosphere in your veterinary practice, here are some key areas you can focus on:

1. Define Values and Policies

Developing a clear mission statement and core values for your clinic is key for defining your brand and instilling your culture. Not only that, but establishing and consistently enforcing policies against harassment, bullying, and gossip is crucial. All of this information should be clearly displayed in your practice, and serve as a guide for how staff should always interact and behave.

More than being clearly displayed in your clinic, the policies themselves should be clearly written and communicated to each and every team member. When everyone understands and stays true to your clinic’s values and policies, it creates a more respectful and unified workplace.

2. Lead by Example

If you’re a manager of any level, leading by example is a must. That’s because, as a leader, you set the tone for your entire veterinary team. Modeling respect, accountability, and vulnerability will foster a safe workplace that welcomes and encourages open communication. When your team feels secure in raising concerns without fear, you promote a more transparent and collaborative environment that makes it easier to stay focused on the patients you’re caring for, without friction.

That’s why you should make it clear to your team that bullying or negativity is never tolerated, and encourage an emphatic workplace by reminding your staff that everyone is doing their absolute best. As a leader, you should remain involved and actively listen to your team so you can stay alert and address any issues as soon as they arise.

3. Encourage (and Provide) Clear Communication

Clear communication in your veterinary clinic is critical. Holding regular team meetings and providing your team with efficient communication channels will help ensure that every staff member is on the same page at all times. You should also ask for regular feedback and host staff meetings at least once a month. Having these platforms and meetings in place makes it easier for employees to voice their opinions and share ideas, letting everyone feel heard.

It’s also important to be there for your team through both the good and the bad times by providing an option for anonymous grievances about the clinic, team members, and management. Encouraging open communication and actively seeking feedback can build trust and ensure that everyone is aligned with your clinic’s goals and values, ultimately helping you identify and solve problems before they escalate.

4. Involve Staff in Hiring and Onboarding

Let your team members participate in the hiring process so that they know their input matters. After all, they’ll be working alongside and possibly even training potential new hires, so their feedback is super valuable in choosing the right fit for your practice.

Once a candidate has accepted a position on the team, make sure that you onboard them according to your clinic’s employee handbook. Giving each employee a consistent and thorough onboarding process will provide peace of mind that all team members know the same policies and values as one another, and that every employee is equipped with the information they need to interact and behave accordingly.

5. Teach Conflict Resolution

Sometimes problems are unavoidable, which is why it’s important to train your team on how to deal with conflict before it happens. Offering a step-by-step resolution protocol for all employees to follow as needed can be a great guide and constant reminder on how they can deal with conflict in the clinic. For example, you could have a neutral third party moderate a dispute, and then encourage your team to work toward a positive outcome.

Managers and staff members should also be able to identify and take action around illegal behaviors as soon as they’re alerted to them. Harassment and discrimination of any kind should be taken seriously to prevent the behavior from continuing or escalating any further.

6. Promote Work-Life Balance

Let’s be honest: everyone needs time off, but it’s especially true for veterinary professionals. The demanding nature of veterinary work can negatively impact your staff’s well-being, and a lack of work-life balance leads employees to a multitude of issues: calling out sick, physical manifestations of stress, burnout, poor attitude, low productivity. Give your team enough rest between shifts by thoughtfully scheduling your employees and offering days off when you can.

Respecting time off from the clinic and letting staff take regular breaks can prevent burnout and improve their overall job satisfaction. You can also consider offering wellness programs or benefits that support your staff, like mental health resources, fitness programs, or flexible working arrangements. These initiatives can help staff feel supported and valued, leading to a much more positive work environment.

7. Show Recognition 

Recognition is rewarding for your veterinary staff’s hard work. You should always give thanks to your employees and consider offering regular raises, retention bonuses, and promotions as much as possible. You can also keep your team content by making sure there’s vertical mobility in your clinic, allowing your team members to grow with the company and improve their skills.

Never choose favorites—promote people based on merit and likeability, not one or the other. Good leaders are motivating, empathetic, emotionally intelligent, and have an adaptable mindset that pushes all of their employees toward success, no matter what.

8. Establish an Equal Workload

Making sure there’s a fair distribution of tasks and work among your veterinary team is a great way to avoid friction in your clinic. When your team feels overworked and undervalued, it can quickly lead to burnout and resentment. This can negatively impact the quality of pet care they’re providing, and risk turning loyal clients away from your clinic.

Set your team up for success by clearly defining roles, responsibilities, and goals to help them manage expectations easier. With careful consideration into their day-to-day tasks, you’ll be able to reduce these types of daily stressors for your team and keep employees motivated to come into work each day.

Put Toxicity in the Past

Toxic culture is never a good thing for any work environment, but the good thing is that you can take actionable and strategic steps toward identifying, resolving, and preventing toxicity in your veterinary practice. Clearly defining your values and policies, modeling the right leadership traits, encouraging open and honest communication, promoting a healthy work-life balance, and showing recognition for your team members are a few key factors in creating a positive workplace culture. When staff members are happy, they can focus more on keeping clients happy—by providing excellent care to their pets.