Once strictly a clinical approach, trauma-informed care (TIC) is now a pathway for improving consumer experience as well as clinical outcomes at most provider organizations. But for all the focus on the trauma-informed experience in recent years, I was surprised at an issue raised in a recent article, Why Trauma-Informed Care Must Include The Messages We Send. In an era of automated text programs, artificial intelligence (AI), and chatbots, I hadn’t thought about the automated communications that consumers and their families receive from provider organizations.

The point of the author was that many of the “personalized” automated communications that provider organizations use to contact consumers don’t recognize consumers’ lived experiences and can unintentionally recreate trauma. One example…