WRITTEN COMMUNICATIONS Chapter 6 WRITTEN COMMUNICATIONS

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

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

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

Effective Speaking and 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

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

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

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

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

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

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

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

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

Proofreading and Editing 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 Regular first-class mail 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 Business 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

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

Mail Services Certified mail Insured mail Registered 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

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

False, that is block style. Quiz Valuables should be sent __________ mail. registered The process of checking a document specifically for finding and correcting errors is _____________. proofreading _________ is the assessment of a document to determine its clarity, consistency, and overall effectiveness. 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