Written Communication Lecture Written Communication Medical Assistant

Introduction Written communication in the medical office includes sending notes, inter-office communications, form letters, information sheets, and business, professional and personal letters. The medical assistant responsible for preparing these communications needs to know how to perform this duty in a professional manner. Written communication skills must be flawless, as many people will view the letters or forms sent out and will receive a mental picture of you and your office. This lecture will present the necessary information and skills to complete medical correspondence. The handling of incoming and outgoing mail will also be discussed Copyright Charter College 2016. All Right Reserved

Letter Writing Word choice: avoid technical terms, gender bias, long sentences and excessive use of the pronoun “I”. Technical terminology: correct medical terminology is essential in letters to medical professionals. (The letter represents you and the office you work for.) Removing gender bias: gender neutral terms are preferred. Copyright Charter College 2016. All Right Reserved

Letter Writing (cont.) Sentence and paragraph length: a sentence should never exceed twenty words; paragraphs should contain from two to six sentences. Repetition, redundancy and inflated phrases: instead of “each and every,” use "on each". Active vs. passive voice: active is more effective; the subject of the sentence does the action. Microsoft Word will flag passive sentences and suggest turning into active. Project a positive tone: requires diplomacy and should never contain threats or derogatory comments. Copyright Charter College 2016. All Right Reserved

Composing Letters Heading Date Inside address Usually letterhead is used. Heading Must be current; typed 3 lines below letterhead; leave four blank lines after it. Date Typed at left margin and single spaced. Inside address Copyright Charter College 2016. All Right Reserved

Composing Letters (Cont.) Salutation A courteous greeting, typed at left margin; spaces two lines below inside address. A colon is used after formal greeting and comma after informal. “To whom it may concern” can be used if reader is unknown. Copyright Charter College 2016. All Right Reserved

Composing Letters (cont.) Closing Consists of complimentary close using courtesy words such as “Sincerely” or “Yours Truly”. Typed two spaces below the end of the body. Signature line is 4 spaces below close. Name and title divided by comma. Copyright Charter College 2016. All Right Reserved

Composing Letters (Cont.) Body Contains the purpose of the letter. Begins two spaces below the salutation. Typed single space with double space between paragraphs. Paragraphs can be blocked or indented depending on format of letter. Copyright Charter College 2016. All Right Reserved

Composing Letters (Cont.) Reference initials are placed in lower left margin in lower case. Enclosure notation is used when other documents are included with a notation. Copy notation is a copy of letter that is sent; it is noted at the bottom left.

Composing Letters (Cont.) Full block. Modified block. Modified block with indented paragraphs. Simplified letter style. Letter Styles Copyright Charter College 2016. All Right Reserved

Composing Letters (Cont.) Full Block Dateline, address, salutation, body of letter, complimentary close, typed signature, and initials are typed flushed with left margin. Popular because tabs are not needed. Copyright Charter College 2016. All Right Reserved

Block Letter Format Copyright Charter College 2016. All Right Reserved

Composing Letters (cont'd) Modified Block Most popular style. Dateline, complimentary close and typed signature begin a bit right of center. Modified block with indented paragraphs are used the least of the 3 styles. Copyright Charter College 2016. All Right Reserved

Modified Block Letter Format Copyright Charter College 2016. All Right Reserved

Modified Block with Indented Paragraph Copyright Charter College 2016. All Right Reserved

Composing Letters (cont.) Simplified letter style All lines are flush with left margin. Salutation omitted and replaced with subject line. Complimentary close is omitted and signature is typed in all capital letters on fifth line below body. Copyright Charter College 2016. All Right Reserved

Composing Letters (Cont.) Simplified Letter Style All lines are flush with left margin. Salutation omitted and replaced with subject line. Complimentary close is omitted and signature is typed in all capital letters on fifth line below body. Copyright Charter College 2016. All Right Reserved

Simplified Letter Format Copyright Charter College 2016. All Right Reserved

Composing Letters (Cont.) Proofreading and editing (see guidelines for proofreading in text). Problem areas to watch for (proofread at least twice). words ending in s apostrophes combinations of punctuation period commas double letters in words capital letters two letter words hyphens numbers dashes Copyright Charter College 2016. All Right Reserved

Folding Letters and Addressing Envelopes Copyright Charter College 2016. All Right Reserved

Composing Letters (Cont.) First class mail Letters weighing up to 11 oz. All first class mail over 11 oz is considered priority mail. Max weight for priority mail is 70 lbs. Second class mail Newspapers and periodicals. Third class mail Circular, printed booklets, catalogs weighing up to but not including 16 oz.

Composing Letters (Cont.) Known as parcel post, printed matter, books recordings. Cost computed by weight and zone destination. Fourth class mail Speedy delivery up to 70 lbs and 108 inches in length and girth Express mail For all classes of mail to provide prompt delivery to the destination post office. Special delivery Copyright Charter College 2016. All Right Reserved

Composing Letters (cont.) Certified Mail For an additional fee, restricted delivery to addressee only and a signed return receipt is required. Often used in office to prove patient received information sent Admissible in court! Copyright Charter College 2016. All Right Reserved

Special Postal Services Copyright Charter College 2016. All Right Reserved

Composing Letters (cont.) Also an additional fee. Security and signed releases for each step through which mail passes. Only first class and priority mail can be registered. Best method for valuables, as it may be insured up to $10,000. Registered Mail Copyright Charter College 2016. All Right Reserved

Alternative Ways to Communicate FAX machine—uses telephone lines Pagers Voice Mail Cellular Phones Conference calls—conducting conversations with several people in various locations at same time. Teleconferencing—like a conference call, everyone can hear each other at the same time; also uses cameras, speaker phones, television monitors. E-mail Internet Copyright Charter College 2016. All Right Reserved

Website Reference http://www.ehow.com/how_1370_write-formal-business.html Copyright Charter College 2016. All Right Reserved

Questions Name eight areas to consider when writing letters. What rules or guidelines do we need to be aware of when writing letters? What are the eight parts of speech? What are four letter styles? How important is it to proofread for errors? How many times should you proofread your document? Copyright Charter College 2016. All Right Reserved

Conclusion Copyright Charter College 2016. All Right Reserved