WRITTEN COMMUNICATIONS

WRITTEN COMMUNICATIONS Chapter 6

Written Communications • Learning Objectives • State the importance of good written communication skills to the administrative medical assistant. • Compose written communications, applying correct letter formatting and letter styles. • Prepare a professional report. • Describe techniques for proofreading and editing. • List the procedures for opening and sorting mail. • Describe mail classifications. Chapter 6

Annotate Bibliography Block-style letter Certified mail Editing Electronic mail service Endnotes Express Mail First draft Footnotes Insured mail Media Mail Modified-block-style letter Open punctuation Priority Mail Proofreading Registered mail Restricted delivery Key Terms Chapter 6

Return receipt Simplified-style letter Standard punctuation Title page Key Terms (cont’d) Chapter 6

Effective Speakingand Writing • Appropriate tone • Pleasant, positive, and reassuring • Clear purpose, aim, or goal • Directed to the “listener” • Correct English • Grammar, spelling, and punctuation • Complete information given Chapter 6

Why Choose Written Communications? • To give complex directions or instructions • For efficiency • To document an event or fact • To provide confidentiality Chapter 6

Block style All lines begin at left margin Use standard or open punctuation Standard punctuation uses colon after salutation and comma after closing Open punctuation uses no punctuation outside body of letter Letter Styles Chapter 6

Modified-block style Date, complimentary close, and signature lines begin at center Other lines begin at left margin Paragraphs may be indented Use standard or open punctuation Letter Styles (cont’d) Chapter 6

Simplified style All lines begin at left margin Substitute subject line for salutation Omit complimentary close Use open punctuation Letter Styles (cont’d) Chapter 6

Subsequent pages Use blank paper; do not use letterhead Use a 1-inch top margin Page heading Recipient’s name Date of letter Page number Letter Styles (cont’d) Chapter 6

Types of Correspondence • Letters of acknowledgment • Letters of information • Referral and consultation letters • Follow-up letters • Interoffice memorandums Chapter 6

Letters of Acknowledgment • Lets sender know that • A request is being handled, OR • An item has been received • Form letters may be used • Written by physician or medical office assistant • Includes • Date item or request was received • Description of item received • Acknowledgment of inquiry Chapter 6

Letters of Information • Clear and complete information • Instructions related to treatment usually signed by physician • Other letters may be written and signed by the administrative medical assistant Chapter 6

Referral and Consultation Letters • Referral letters • Physician is transferring patient’s care to another physician • Consultation letters • Physician is asking another physician to examine a patient and report back Chapter 6

Follow-Up Letters • Short reminders • Give details of the original request • Be clear about the action you want taken Chapter 6

For internal use Standard headings To, From, Date, Subject, etc. No inside address or complimentary close InterofficeMemorandums Chapter 6

PreparingProfessional Reports • Articles, books, speeches • Drafts • Double- or triple-spaced • Several versions • Final manuscript • Various formats Chapter 6

Title page Text Page numbering Headings Italics and underscoring Quotations Notes Footnotes or endnotes Illustrations Bibliography Style manuals Format of Reports Chapter 6

Proofreading and Editing • Proofreading • The careful reading and examination of a document for the sole purpose of finding and correcting errors • Editing • The assessment of a document to determine its clarity, consistency, and overall effectiveness Chapter 6

Proofreading Methods • Proofreading on the computer screen • Using spell checkers • Homonyms such as their/there/they’re • Proofreading symbols • Standard way of marking corrections Chapter 6

Proofreading Techniques • Read for content • Check for correct grammar, spelling, punctuation, usage • Check the format • Check all numbers for accuracy and consistency of usage style • Check important data and facts • Use spell check and grammar features Chapter 6

Proofreading and Editing • Common errors • Keyboarding errors • Transpositions • Spacing errors • Edit for • Clarity • Organization • Consistency of format and style Chapter 6

Processing Mail • Important items • Registered or certified mail • Overnight delivery service mail • Regular first-class mail • Physician’s personal mail • Periodicals and newspapers • Advertisements • Samples Chapter 6

Incoming Mail • Sort by category and importance • Open all mail not marked “Personal” • Check the contents of the envelope • Attach enclosures • Stamp date of receipt • Check to see if envelope must be kept Chapter 6

Incoming Mail (cont’d) • Attach patient’s chart to correspondence regarding the patient • Pull relevant files for business correspondence • Annotate as necessary • Handle routine business matters Chapter 6

Outgoing Mail • Professional correspondence • Concerns patients, clinical matters, and research • Business correspondence • Concerns management of the office, insurance companies, suppliers, and patient billing • Personal correspondence • Pertains to physician’s personal life Chapter 6

First-class mail Priority Mail Express Mail Overnight delivery Parcel Post Media Mail More information available at www.usps.gov Mail Classifications Chapter 6

Certified mail Proof of mailing Record of delivery Insured mail Up to $5,000 Registered mail Valuables Return receipt Provides sender with evidence of delivery Certificate of mailing Proof of mailing; not proof of delivery Signature confirmation Provides date and time of delivery Restricted delivery Specific addressee Mail Services Chapter 6

Electronic Mail Services • Post Electronic Courier Service (PosteCS) • Secure transmission over the Internet • Electronic track-and-confirm feature • Electronic bill paying and stamp purchasing Chapter 6

Other Shippers • Courier services such as • UPS • Federal Express (FedEx) • DHL Worldwide Express • Most guarantee next day delivery • Second-day air and ground delivery also available • Door-to-door service • Web sites to track packages and calculate fees Chapter 6

Quiz registered • Valuables should be sent __________ mail. • _________ is the assessment of a document to determine its clarity, consistency, and overall effectiveness. • The process of checking a document specifically for finding and correcting errors is _____________. proofreading Editing • In the modified-block style letter, all lines begin at the left margin. (T/F) False, that is block style. Chapter 6

Critical Thinking • Why is it important to send letters to patients rather than simply telephone? Writing creates a permanent record of the information exchanged with the patient and may be more efficient than oral communication. It preserves patient confidentiality. Mail services such as certified mail or signature confirmation also establish the actions of the physician in contacting the patient. Chapter 6

WRITTEN COMMUNICATIONS