02/06/2026
This post stopped me in my tracks. đź’™
A family still navigating grief after losing their baby received a bill — 6 months after the test, already past due before it even arrived in their letterbox. No context. No explanation. Just a single invoice that cracked open 12 months of loss all over again.
I want to talk about something we don’t say enough:
Administration is client care
Every invoice, every letter, every follow-up — or lack of one — lands in someone’s real life. Sometimes on the worst days of that life. We need to remember that, behind our invoices and emails are real people experiencing real emotions.
Trauma-informed care isn’t only the domain of clinicians. It lives in:
✅ Sending correspondence promptly, so it doesn’t arrive months later out of nowhere
✅ Including context — a simple covering note can make all the difference.
âś… Having systems that flag when a client may be particularly vulnerable
âś… Following up with people before a bill becomes a shock. A phone call to explain that an invoice is due, asking how a client would like to receive this, this personal connection matters
âś… Checking: when this lands, how will it feel to receive it?
The dates in this post tell the full story — a service in December, the invoice raised in March, printed in May, due in April, and received by the family in June. A bill that was already overdue before the family even saw it.
That’s not a billing problem. It’s not a single admin officers problem. That’s a systems and culture problem.
When organisations invest in good administration practices — timely, clear, compassionate communication underpinned by clear processes — they are investing in the wellbeing of the people they serve.
To the family who shared this: thank you for your courage in speaking up. I’m so sorry for your loss, and I’m sorry this was added to your pain.
And to every administration professional reading this: your work matters more than people realise.
Let’s invest in administration processes and procedures. It is the secure base that underpins client care 💙
A little over 12 months ago my wife and I lost our 4th baby... ...we have had a series of tests over time to try to determine the cause ...no answers after all testing which is difficult ...well yesterday we received a bill (not a reminder) for a test from nearly 6 months ago ...with no explanation....
