WRITTEN COMMUNICATIONS

Chapter 6

Chapter 6 2

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 3

Key Terms 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

Chapter 6 4

Key Terms (cont’d)

Return receipt Simplified-style letter Standard punctuation Title page

Chapter 6 5

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 6

Why Choose Written Communications?

To give complex directions or instructions

For efficiency To document an event or fact To provide confidentiality

Chapter 6 7

Letter Styles 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

Chapter 6 8

Letter Styles (cont’d)

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

Chapter 6 9

Letter Styles (cont’d)

Simplified style All lines begin at left

margin Substitute subject line

for salutation Omit complimentary

close Use open punctuation

Chapter 6 10

Letter Styles (cont’d)

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

Chapter 6 11

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

Chapter 6 12

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 13

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 14

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 15

Follow-Up Letters Short reminders

Give details of the original request Be clear about the action you want taken

Chapter 6 16

InterofficeMemorandums

For internal use Standard headings

To, From, Date, Subject, etc.

No inside address or complimentary close

Chapter 6 17

PreparingProfessional Reports

Articles, books, speeches Drafts

Double- or triple-spaced Several versions

Final manuscript Various formats

Chapter 6 18

Format of Reports Title page Text

Page numbering Headings Italics and

underscoring Quotations

Notes Footnotes or endnotes

Illustrations Bibliography

Style manuals

Chapter 6 19

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 20

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 21

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 22

Proofreading and Editing Common errors

Keyboarding errors Transpositions Spacing errors

Edit for Clarity Organization Consistency of format and style

Chapter 6 23

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 24

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 25

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 26

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 27

Mail Classifications First-class mail Priority Mail Express Mail

Overnight delivery Parcel Post Media Mail

More information available at www.usps.gov

Chapter 6 28

Mail Services 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

Chapter 6 29

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 30

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 31

Quizregistered

Editing

proofreading

False, that is block style.

The process of checking a document specifically for finding and correcting errors is _____________.

Valuables should be sent __________ mail.

In the modified-block style letter, all lines begin at the left margin. (T/F)

_________ is the assessment of a document to determine its clarity, consistency, and overall effectiveness.

Chapter 6 32

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.