Written and Electronic Documents

1. 10 Written and Electronic Documents

2. Learning Outcomes (cont.) 10.1 Explain why well-written documents are important to the image of the medical practice. 10.2 Describe the types of document supplies that will be used in a medical office. 10.3 Outline the general guidelines to effective writing. 10.4 List and explain the purpose of different types of documents used in a medical office. 10.5 Explain why it is important to have a signed written consent from the patient for e-mail communications.

3. Learning Outcomes (cont.) 10.6 Describe the tasks involved in editing and proofreading a document. 10.7 Outline the steps for preparing a completed letter for mailing. 10.8 Explain the differences among the different types of mail services offered by the USPS. 10.9 Describe the steps involved in processing incoming mail.

4. Introduction • Written documentation • Reflection of the office • Legal documents • Prepare with • Accuracy • Attention to detail

5. Professionalism and Document Preparation Learning to Create correspondence properly ensures positive, effective communication between your office and others.  Receive Send

6. Formal business stationary Name and address Associates Phone and fax numbers Website information and e-mail All professional correspondence Letterhead

7. Envelopes • No. 10 – most common size • Grade of paper • A less expensive stock and quality for everyday documents • A more expensive stock and quality for professional correspondence

8. Professionalism and Document Preparation (cont.) • Labels • Invoices and statements • Preprinted statements • Computer-generated invoices and statements • Superbills or encounter forms

9. Apply Your Knowledge 1. How does the quality of writing materials reflect back on a medical practice? ANSWER: Quality of writing materials conveys a professional image that reflects on the entire office staff. 2. When sending correspondence to another physician’s office, the medical assistant used the first envelope he came across. It was an envelope used for invoices and he put the address label over the window. What should he have done? ANSWER: The medical assistant should have looked for an envelope that matched the letterhead paper used. Right!

10. Effective Writing • Impression of the physician or office • Appearance • Message • Well written, polite and concise • Letters • Patient instructions • E-mails

11. Identify your reading audience Be concise Don’t use unnecessary words Show clarity Use active voice Use passive voice for negative news Effective Writing (cont.)

12. Effective Writing (cont.) • Be polite and courteous • Check • Spelling • Dates and monetary figures • Grammar – no slang • Avoid leaving “widows and orphans”

13. Grammar • Excellence is essential • Parts of speech • Rules of writing • Templates • Cut, copy, and paste NOUNS and VERBS PLURALS ADJECTIVES and ADVERBS CAPITALIZATION

14. Apply Your Knowledge Nice Work! Match the following: ANSWER: Adjectives Interjections Possessives Word division Nouns Verbs Adverbs Conjunctions Join words or phrases together Describes nouns and pronouns Shows ownership Show strong emotion Describes movement Describe verbs According to pronunciation Describes a person, thing, idea

15. Medical Office Documents and Correspondence • Types of correspondence • Letters of referral • Letters concerning appointments • Patient reports for insurance companies • Instructions for examinations or laboratory tests • Answers to insurance or billing questions • Cover letters or form letters

16. Letterhead Dateline – 3 lines below letterhead Inside address Includes information needed for correct delivery Two to four spaces below dateline Parts of a Business Letter

17. Attention line Salutation Written greeting followed by title and last name May use business title or department if name is not known Subject line Parts of a Business Letter (cont.)

18. Body Two lines below salutation or subject line Single-spaced, two lines between paragraphs Complimentary closing Signature block Identification line Parts of a Business Letter (cont.)

19. Notations May be abbreviated as Encl, Enc, or Encs Copy notation (c:) Number of enclosuresand copy recipients Parts of a Business Letter (cont.)

20. Margins – one inch for 8 ½-inch wide paper Letter should be centered on the page Single-space body of letter and double-space between paragraphs Short sentences with no more than 20 words on an average Letter Format

21. Letter Format (cont.) • Have at least two or three sentences per paragraph • Divide paragraphs longer than 10 lines into shorter paragraphs • For multipage letters, use letterhead for first page only

22. Letter Styles

23. Letter Styles (cont.)

24. Punctuation Styles • Open punctuation uses no punctuation after • The word Attention • The salutation • The complimentary closing • The signature block • The enclosure and copy notations

25. Punctuation Styles (cont.) • Mixed Punctuation includes • A colon after Attention • A colon after the salutation • A comma after the complimentary closing • A colon or period after the enclosure notation • A colon after the copy notation : , :

26. Informal written communication within an office Interoffice Memorandum (Memo)

27. Apply Your Knowledge ANSWER: What should the medical assistant do if a mailing is to be sent to an organization to request x-ray films, but no specific name or title is given to address it to? Which of the following would you use? • To Whom It May Concern • Attention: To Whom It May Concern • Dear Sir/Madam • Dear Radiology Department Correct!

28. Written Communication Using Electronic Format • Must be grammatically correct • HIPAA applies • Electronic media • E-mail • Not secure • Signed written consent

29. Interoffice Email • Not private • Management • Check office email regularly • Do not open unidentifiable emails • Use subfolders • Set time limits for deleting or retaining messages • Save responses containing PHI

30. Apply Your Knowledge Why is it important to have a signed consent for email communication from a patient? ANSWER: HIPAA law applies to email communication. Since emailing is not a secure form of communication, PHI could be intercepted by someone other than the intended recipient. Good Job!

31. Editing Check for Factual accuracy Logical flow Conciseness Clarity Tone Proofreading Check for errors Grammatical Spelling Formatting Editing and Proofreading NEVER skip editing and proofreading steps!

32. Tools for Editing and Proofreading Thesaurus Physician’s Desk Reference (PDR) English grammar and usage manual Dictionary Medical Dictionary Word Processing Spell Checker

33. Editing Process • Language usage • Grammar • Formal • Content – logical thought pattern • Style – appropriate to reader

34. Proofreading • Three types of errors • Formatting • Data • Mechanical

35. Apply Your Knowledge What is the difference between editing and proofreading ? ANSWER: Editing is the process of checking a document for factual accuracy, logical flow, conciseness, clarity, and tone. Proofreading is the process of checking a document for grammatical, spelling, and formatting errors. Spot On!

36. Preparing Outgoing Mail • Signing letters • Using a letter folding and inserting machine • Save time • Different types of folds

37. Preparing Outgoing Mail (cont.) • Manually folding a letter • Type of envelope • Small • Regular, business • Window • Include enclosures

38. Preparing Outgoing Mail (cont.) • Preparing the envelope • Use USPS guidelines • Address placement • Address format

39. Apply Your Knowledge How should you prepare envelopes for mailing office correspondence? ANSWER: When preparing envelopes for mailing office correspondence, you should use USPS guidelines. • Stamp of Approval!

40. Mailing Options • Mailing Equipment and Supplies • Letterhead, blank stationery, envelopes • Standard supplies • Forms • Labels • Packaging supplies

41. Mailing Equipment and Supplies • Airmail supplies • Envelopes for overnight delivery services • Postal rates, scales and meters

42. First-class mail 11 ounces or less Cost is based on weight Forwarded at no extra cost Second class mail Media mail U.S. Postal Service Delivery

43. U.S. Postal Service Delivery (cont.) • Parcel Post • Bound printed material • Priority mail • Express mail

44. U.S. Postal Service Delivery (cont.) • Special services • Online postage • Special delivery • Certified mail • Return receipt

45. U.S. Postal Service Delivery (cont.) • Special services • Registered mail • Delivery confirmation • International mail • Tracing mail

46. Other Delivery Services • Companies • UPS • FedEx • DHL • Messengers or couriers

47. Apply Your Knowledge Confidential laboratory results Advertisement about a new service Patient invoice and billing statements 111 One Drive Any, ST 11111 Which type of mail would you use to send each of the following: ANSWER: C B A A. First class mail B. Bound printed matter C. Certified mail D. Express mail Right!

48. Processing Incoming Mail Distributing Steps Annotating Recording Sorting and Opening

49. Processing Incoming Mail (cont.) • Sorting and Opening • Follow a regular procedure • Sort by priority • Recording • Daily mail log • Mail received • Follow-up correspondence

50. Annotating Outline key points Write reminders, comments, or suggestions Distributing Handling drug and product samples Processing Incoming Mail (cont.)