Flexible working: retention tool or management headache?

Flexible working is a hot topic for practice owners and managers. As employee expectations evolve and profit margins are squeezed, practices are increasingly looking beyond pay to attract and retain good people.

Flexible working can be both an opportunity and a challenge. It has the potential to improve recruitment, retention and employee engagement, but only when requests are managed fairly, consistently and with the needs of both the employee and the practice in mind.

The reality is that flexible working is neither a magic solution nor a problem to be avoided. It is simply one of the many factors that practices need to consider.

The challenge is understanding what the law requires, what flexibility is realistically possible within a dental practice and how to approach requests fairly and consistently.

Why are flexible working requests increasing?

The short answer is because what people want from work has changed.

Many employees are looking for greater control over how they balance work and personal commitments. For some, this may be childcare responsibilities. For others, it could be caring responsibilities, health considerations, study commitments or simply a desire for greater work-life balance.

Flexible working has also become part of the recruitment conversation. Candidates increasingly want to understand not just what a role pays, but how it fits into their wider lives.

This does not mean every employee expects to work remotely or dramatically reduce their hours. In many cases, employees are looking for relatively small adjustments that make a meaningful difference to their quality of life.

The law

The law is constantly changing in this area and therefore it is important to take legal advice to ensure the correct, up to date process is followed and to reduce the risk of any Employment Tribunal claim which can be time consuming, costly and incredibly stressful.

Common misconceptions

Flexible working is often accompanied by strong opinions, but some of the assumptions surrounding it are not always accurate.

"If I agree one request, I'll have to agree them all."

Not necessarily.

Every request should be considered on its own merits. Consistency is important, but consistency does not mean treating every request identically. It means following a fair process and applying the same principles when making decisions.

"Flexible working only benefits employees."

In some cases, flexible arrangements can improve employee engagement, reduce turnover and support recruitment efforts. Given the ongoing challenges around attracting and retaining talent, this can be a significant benefit for practices.

"It's too difficult in dentistry."

Dental practices face operational challenges that many other sectors do not. Appointment books need to be covered, surgeries need to be staffed and patient care must come first.

This can lead some practice owners and managers to conclude that flexible working simply isn't practical. However, flexibility does not have to mean accommodating every request or fundamentally changing how the practice operates.

In reality, dentistry already contains many examples of flexible working. Part-time schedules, varied working days and tailored arrangements for associates are common across the profession.

The challenge is often not whether flexibility is possible, but how it can be managed fairly while maintaining service levels and supporting the wider team.

That is why every request should be considered individually. What works for one role, team or practice may not work for another. The key is approaching requests with an open mind while remaining clear about the operational needs of the business.

Managing requests consistently and fairly

Consistency is one of the biggest areas of risk for employers.

Employees are far more likely to accept an outcome they dislike if they believe the process was fair.

A practical approach is to ask the same questions each time a request is received:

• What is the employee asking for?

• What business impact could it have?

• Could adjustments reduce that impact?

• Have similar requests been made previously?

• If the request cannot be accommodated, what are the objective reasons why?

  
  

Documenting these discussions can also be invaluable if decisions are challenged later.

Balancing employee expectations with business needs

Perhaps the biggest mistake organisations make is treating flexible working as a simple yes-or-no decision.

In reality, the most successful outcomes often come from collaborative conversations.

Rather than focusing immediately on whether a request can be granted exactly as proposed, focus on understanding what problem the employee is trying to solve.

For example, an employee requesting fewer hours may actually be looking for greater flexibility around childcare arrangements. A different working pattern might achieve the same objective while maintaining service levels within the practice.

These conversations require openness, creativity and trust on both sides.

A practical opportunity, not just a legal obligation

Flexible working can feel challenging, particularly in a sector where patient care and operational demands must come first.

However, practices that approach requests thoughtfully often find they gain valuable insights into what matters most to their team. In some cases, small adjustments can strengthen engagement, improve retention and help employees feel more valued.

If this topic has raised questions about managing flexible working requests, balancing operational needs or ensuring your approach is legally compliant, we can help.

Our Oracle HR & Employment Law Service provides ongoing support for practice owners and managers navigating people challenges. With the reassurance of a fixed-fee service, you can pick up the phone whenever you need advice, knowing support is there when you need it.

When you get in touch, you'll speak directly with a member of our team who understands the realities of running a dental practice and can help you work through the issue with confidence.

So, why not get in touch and see how we can support you?

Call us on 0330 088 2275 or email info@buxtoncoates.com.