Effective Written Communication in Healthcare

1. Chapter 17 Written Communication

2. Written Communication • Vital to health care delivery • Provide important links between patients, professionals, and facilities • Many kinds of documents • E.g., reports, charts, records, letters • Ability to write clearly and correctly • Mark of professionalism

3. Components of Good Writing • Logical organization • Attention to detail • Correct spelling, grammar, and format • Complete and accurate

4. Organizing Content • Organize so reader can follow easily • All types of documents should be well organized • Written material must stand on its own • No chance for reader questions or feedback

5. Preparing to Write • Determine purpose • Inform • Persuade • Gather information • Encourage action • Generate ideas for content • Consider readers

6. Question • True or False: • It is best to have only one purpose for a written document.

7. Answer • False • Written document may have more than one purpose

8. Question • True or False: • It is best to avoid using medical terminology in materials written for patients.

9. Answer • True • Most patients do not know meanings of medical terms

10. Preparing to Write • Organize content • Introduction • Body • Conclusion

11. Starting to Write • Options: • Create formal outline • Create informal outline • Draw diagram • Mind map

12. Starting to Write • Write first draft quickly • Focusing on content • Correct grammar and spelling when writing final draft

13. Question • Using a mind map to organize content when writing is especially appropriate for _____ learners. • Auditory • Kinesthetic • Visual

14. Answer • C. Visual • Mind maps • Types of diagrams • Most useful for visual learners

15. Starting to Write • First sections of sample formal outline: • Introduction • Threat to health • Vaccine available • Symptoms • Loss of appetite • Fatigue

16. Spell Your Way to Success • Spelling errors can have serious consequences • Confusion • Medical errors • Latin- and Greek-based medical terms can be difficult

17. Spelling Tools • General English dictionary • Medical dictionaries • Word books for health care specialties • Online dictionaries • Computerized spell-checkers • Pharmaceutical reference guides

18. Question • True or False: • Using the spell-checker that comes with word processing software is usually enough to ensure correct spelling in a document.

19. Answer • False • Spell-checkers cannot identify words spelled correctly but used incorrectly • E.g., to, too, two

20. Spelling Tips • Learn major spelling rules • i before e except after c • When to drop final e or double final consonant when adding suffix • Changing final y to ie • Adding k to words ending in c when adding suffix • Making words plural

21. Spelling Tips • Memorize words that are look-alikes • Review tricky words regularly • Set weekly goals to learn correct spelling of select words

22. Question • Which of the following is the correct spelling for the second month of the year? • Febuary • February • Februery

23. Answer • B. February • February • Correct spelling

24. Learning Strategies for Spelling • Write words several times • Spell words out loud • Make flashcards • List words on wall chart • Create rhymes or associations • Make personal dictionary

25. Grammar at a Glance • Grammar is set of rules that determine structure of a language • Focus areas: • Capitalization • Punctuation • Writing numbers correctly • Writing titles correctly

26. Grammar at a Glance • Correct grammar reflects favorably on professional and facility • Sign of good education, competence, and professionalism

27. Question • Which of the following sentences is punctuated correctly? • It’s time for Mr. Howard’s medication. • Its time for Mr. Howard’s medication. • It’s time for Mr. Howards medication.

28. Answer • A. It’s time for Mr. Howard’s medication. • Apostrophe • Used for contractions • It’s = it is • Used to show possession • Mr. Howard’s medication

29. Business Letters • Business letters create important link between health care providers and their patients and colleagues • E.g., appointment, collection, consultation, inquiry

30. Form Letters • Save time • Personalize with word processing software • Sign personally when possible

31. Organization of a Business Letter • Introduction • State purpose of letter • Body • Provide information and explanation • Conclusion • Summarize • State action reader should take, if any

32. Business Letter Formats • Block • All lines even with left margin • Modified block • All lines even with left margin except date, closing, and signature

33. Business Letter Formats • Semi-block • First sentences of paragraphs indented five spaces

34. Business Letter Contents • Sender’s contact information • Date • Recipient’s address • Salutation (greeting) • Subject line • Complimentary closing • Keyed and written signatures • Reference initials • Enclosure notation

35. Question • On a business letter written by medical assistant Jennifer for Dr. Ramon, the reference initials refer to: • Dr. Ramon • Jennifer • Dr. Ramon and Jennifer

36. Answer • C. Dr. Ramon and Jennifer • Reference initials refer to both Dr. Ramon and Jennifer

37. Mailing Business Letters • Preparing letters for mailing • Use plain paper for second (and following) page • Fold properly

38. Mailing Business Letters • Address envelope • Use all caps • Do not punctuate • Use zip code • Do not write in lower-right-hand corner • Include return address in upper-left-hand corner

39. Memos • Purpose: • Share information within organization • E.g., policy changes, schedules

40. Memos • Guidelines: • May print or send electronically • Write clearly and concisely • Make easy to understand • Ensure value exists for recipient • Avoid excessive numbers of memos

41. Meeting Agendas • Reason for meeting • Date and location • Start and end times • Topics to be discussed • What attendees should bring, if applicable • Guest speaker(s), if applicable

42. Minutes of Meetings • Documents meeting • Informs those who did not attend • Creates record of facility business • Serves as guide for next meeting agenda • Provides resource for future reference

43. Minutes of Meetings • Contents: • Date and time meeting called to order • Members present • Acceptance/correction of previous minutes • Announcements or new business

44. Minutes of Meetings • Contents: • Short write-up of discussions • Date and time of next meeting • Time of adjournment • Signature of person taking minutes

45. Question • True or False: • Minutes of meetings can serve as documents for regulatory purposes.

46. Answer • True • Minutes of meetings can serve as official documents

47. Written Education Materialsfor Patients • Important part of effective patient education • Example topics: • Nutrition • Preparing for diagnostic test or surgery • Self-exams • Quitting smoking • Wound care

48. Written Education Materialsfor Patients • Be accurate and well organized • Use appropriate reading level • Avoid technical language • Use illustrations, if appropriate • Maintain in computerized files

49. Confidentiality of Written Materials • Must be inaccessible to unauthorized individuals • Respect confidentiality at all times • Any document with patient’s name is confidential

50. Proofreading Written Work • All written work should be proofread • Verify content • Check organization • Read aloud • Check spelling by reading backward • Use spelling and grammar checkers