Written and Electronic Documents 10 Written and Electronic Documents

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.

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.

Introduction Written documentation Reflection of the office Legal documents Prepare with Accuracy Attention to detail Communication skills—verbal, nonverbal, and written—are important in nearly every profession. Written documents demonstrate the office staff’s ability to communicate and conduct business. The community as a whole may often evaluate an entire medical practice by the work of one employee. The skill demonstrated in the creation of a simple business document reflects on the medical skills of the physician and the practice. Written documents also serve as legal records so they must be accurately prepared with attention to detail. The medical assistant’s administrative role includes the creation of consistently accurate and clear documents.

Professionalism and Document Preparation Learning to  Create correspondence properly ensures positive, effective communication between your office and others.   Receive Send Learning Outcome: 10.1 Explain why well-written documents are important to the image of the medical practice. Well-written, neatly prepared correspondence is one of the most important means of communicating a professional image for the medical office.

Letterhead Formal business stationary All professional correspondence Name and address Associates Phone and fax numbers Website information and e-mail All professional correspondence Learning Outcome: 10.2 Describe the types of document supplies that will be used in a medical office. The first step in preparing professional-looking documents is choosing the right supplies. Letterhead – formal business stationery on which the doctor’s (or practice’s) name and address are printed. Letterhead is used for all professional, written correspondence coming from the office. Letterhead is used only for the first page of a letter. Letterhead paper can be cotton fiber bond. The most popular cotton bond used for letterhead is 25% cotton because it is economical. Businesses, including medical practices, use sulfite bond paper for portfolios, folders, and other items that need an attractive and durable paper. The two most common letterhead paper sizes are standard and legal. Formal invitations or announcements may be engraved or embossed.

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 Learning Outcome: 10.2 Describe the types of document supplies that will be used in a medical office. Envelopes are used for correspondence, invoices, and statements. Business letterhead and matching envelopes are printed together on higher quality paper. While letterhead format for statements and invoices may be the same, these documents and their envelopes are usually printed on a lower quality paper. The most common envelope size used for correspondence is the No. 10 envelope. Envelopes used for invoices and statements usually have a transparent window that allows the address on the invoice or statement to show through. Smaller payment return envelopes are often included along with the statement Tan Kraft envelopes, or clasp envelopes are used to send large or bulky documents. Padded envelopes are used to send documents or materials, like slides, that may be damaged in the normal course of mail handling. The stock and quality of the envelope should always match the stationery. An office typically has two grades of envelopes with a return address. Data mailers are produced by a computer and used by larger businesses and hospitals for batch mailings of items like paychecks, appointment reminders, and some invoices.

Professionalism and Document Preparation (cont.) Labels Invoices and statements Preprinted statements Computer-generated invoices and statements Superbills or encounter forms Learning Outcome: 10.2 Describe the types of document supplies that will be used in a medical office. Address labels, printed from a computerized mailing list, can facilitate the process of addressing envelopes for bulk mailings. Excel databases can also be set up to print labels and to insert names and addresses in standardized formats known as templates Labels: Used for mass mailings, such as a notice of change in office hours to a large number of patients. Invoices and Statements The term invoice is usually used when billing for products. Because a physician provides a service, most medical bills are referred to as statements.

Apply Your Knowledge Right! 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? Learning Outcomes: 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. ANSWER: The medical assistant should have looked for an envelope that matched the letterhead paper used. Right!

Effective Writing Impression of the physician or office Appearance Message Well written, polite and concise Letters Patient instructions E-mails Learning Outcome: 10.2 Describe the types of document supplies that will be used in a medical office. The recipient will form a fairly quick impression of the physician or the office based on the appearance of a document and the way the message in the document makes the recipient feel. All written communication must be clear and well written, and must politely and concisely convey the appropriate information to the recipient. Use clear and concise language, the active voice, and an appropriate style.

Effective Writing (cont.) Identify your reading audience Be concise Don’t use unnecessary words Show clarity Use active voice Use passive voice for negative news Learning Outcome: 10.3 Outline the general guidelines to effective writing. General guidelines for more effective writing: Before you write, know the type of person (audience) to whom you are writing. Be concise. Use short sentences. Be brief. Be specific. Do not use unnecessary words. Show clarity in your writing. State your message so that it can be understood easily. Use the active voice whenever possible. Use the passive voice to soften the impact of negative news.

Effective Writing (cont.) Be polite and courteous Check Spelling Dates and monetary figures Grammar – no slang Avoid leaving “widows and orphans” Learning Outcome: 10.3 Outline the general guidelines to effective writing. Guidelines continued: Always be polite and courteous. Always check spelling and the accuracy of dates and monetary figures. Always check your grammar. Do not use slang. Avoid leaving “widows and orphans” or dangling words and phrases. These are words and short phrases at the end or beginning of paragraphs that are left to sit alone at the top or bottom of a page or column or separated from the rest of the thought. Do not start a paragraph at the bottom of a page if the rest of the sentence must be continued on the next page.

ADJECTIVES and ADVERBS Grammar Excellence is essential Parts of speech Rules of writing Templates Cut, copy, and paste NOUNS and VERBS PLURALS ADJECTIVES and ADVERBS Learning Outcome: 10.3 Outline the general guidelines to effective writing. Excellent grammar is essential for every medical assistant who composes professional documents. (No “texting” short cuts.) Refer to Table 10-1 The Parts of Speech. There are also basic rules of writing that should be followed when composing professional correspondence. Refer to Table 10-2 Basic Rules of Writing. Because certain information in an office is used repeatedly, commonly used paragraphs and even entire letter formats, or templates, are often used in many practices. These templates or bodies of text are saved in the computer for quick and easy repeated access. Minor changes can be made specific to the requirements of the document or letter. When making changes to a template, make sure to read the document carefully after completing your work to ensure that all necessary changes have been made It is also helpful to use the cut, copy, and paste features in word processing software to quickly piece together a document that uses sentences or paragraphs from other documents. Large and small bodies of text can easily be moved or copied from document to document, instead of re-keying information. These features help to save time for the medical assistant. CAPITALIZATION

Apply Your Knowledge Match the following: 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 Learning Outcome: 10.3 Outline the general guidelines to effective writing.

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 Learning Outcome: 10.3 Outline the general guidelines to effective writing. As a medical assistant, you will be responsible for preparing routine documents and correspondence at the physician’s request. The purpose of most patient correspondence is to explain, clarify, or give instructions or other information. Correspondence includes: Letters of referral Letters about scheduling, canceling, or rescheduling appointments Patient reports for insurance companies Instructions for examinations or laboratory tests Answers to insurance or billing questions Cover letters or form letters to order supplies, equipment, or magazine subscriptions.

Parts of a Business Letter Letterhead Dateline – 3 lines below letterhead Inside address Includes information needed for correct delivery Two to four spaces below dateline Learning Outcome: 10.3 Outline the general guidelines to effective writing. Letterhead – the preprinted portion of formal business stationery. Dateline – consists of the month, day, and year. It should begin about three lines below the preprinted letterhead text on approximately line 15. The month should always be spelled out, and there should be a comma after the day. Inside Address – contains all the necessary information for the letter’s correct delivery. Place on the left margin Include a courtesy title and the intended recipient’s full name. Include the company name, if applicable. Use numerals for the street address, except the single numbers one through nine. Spell out numerical names of streets if they are numbers less than ten Include the full city name; do not abbreviate. Use the two-letter state abbreviation recommended by the U.S. Postal Service. Leave one space between the state and the zip code; include the zip+4 code.

Parts of a Business Letter (cont.) Attention line Salutation Written greeting followed by title and last name May use business title or department if name is not known Subject line Learning Outcome: 10.3 Outline the general guidelines to effective writing. Attention Line – used when a letter is addressed to a company but sent to the attention of a particular individual. Salutation – greeting followed by Mr., Mrs., or Ms., and the person's last name. It is keyed at the left margin on the second line below the inside address and followed by a colon. Subject Line – sometimes used to bring the subject of the letter to the reader's attention. If used, it should be keyed on the second line below the salutation. The subject line should be limited to two or three words and should be keyed in all capital letters.

Parts of a Business Letter (cont.) Body Two lines below salutation or subject line Single-spaced, two lines between paragraphs Complimentary closing Signature block Identification line Learning Outcome: 10.3 Outline the general guidelines to effective writing. Lists in body of letter Set list apart from the rest of the text by leaving an extra line of space above and below it Indent five to ten spaces from each margin Single-space within items Leave an extra line between items Complimentary Closing – placed two lines below the last line of the body. Capitalize only the first word of the closing. Signature Block – contains the writer's name on the first line and the writer's business title on the second line. The block is aligned with the complimentary closing and typed three to four lines below it, to allow space for the signature.

Parts of a Business Letter (cont.) Notations May be abbreviated as Encl, Enc, or Encs Copy notation (c:) Number of enclosures and copy recipients Learning Outcome: 10.3 Outline the general guidelines to effective writing. Notations – include information such as the number of enclosures that are included with the letter and the names of other people who will be receiving copies of the letter. Place one to two lines below signature block or identification line.

Letter Format 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 Learning Outcome: 10.3 Outline the general guidelines to effective writing. The margin is the space around the edges of a form or letter that is left blank. The standard setting for margins in business correspondence is one inch (left and right margins) for 8 ½ inch-wide paper. Roughly center the letter on the page according to the length of the letter. Single-space the body of the letter. Double-space between paragraphs. Use short sentences (no more than 20 words on average).

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 Learning Outcome: 10.3 Outline the general guidelines to effective writing. Include at least two to three sentences in each paragraph. Divide long paragraphs of more than 10 lines of type into shorter ones. Use letterhead for the first page and matching plain bond paper for the subsequent pages. Use a 1-inch margin at the top, and include a heading with the addressee name, date, and page number on all subsequent pages. The text of the letter should continue about three lines below the heading.

Letter Styles Letter Style Description Full-Block Lines are typed flush left No indented paragraphs Modified-Block Dateline, complimentary closing, signature block, and notations are aligned at the center of the page or to the right Learning Outcome: 10.3 Outline the general guidelines to effective writing. Four common letter styles are used for different purposes. Full-block-style letters are quick and easy to write because there are no indented paragraphs to slow the typist. Block style is one of the most common formats used in the medical office. The modified-block letter style is similar to full block but differs in that the dateline, complimentary closing, signature block, and notations are aligned and begin at the center of the page or slightly to the right (Figure 10-4). This type of letter has a traditional, balanced appearance.

Letter Styles (cont.) Letter Style Description Modified-Block with Indented Paragraphs Paragraphs are indented ½ inch Simplified Modification of full-block style No salutation, courtesy title, or closing Subject line in all capital letters Too informal for medical office Learning Outcome: 10.3 Outline the general guidelines to effective writing. The simplified letter style is a modification of the full-block style. The subject line summarizes the letter’s main point but does not actually use the word subject. All text is typed flush left. The complimentary closing is omitted, and the sender’s name and title are typed in capital letters in a single line at the end of the letter. Note that this letter style always uses open punctuation, so it is both easy to read and quick to type.

Punctuation Styles Open punctuation uses no punctuation after The word Attention The salutation The complimentary closing The signature block The enclosure and copy notations Learning Outcome: 10.3 Outline the general guidelines to effective writing. Two different punctuation styles are used in correspondence: open punctuation and mixed punctuation. Remain consistent and true to the chosen style throughout the letter.

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 : , Learning Outcome: 10.3 Outline the general guidelines to effective writing. Refer to Procedure 10-1 Creating a Professional Letter :

Interoffice Memorandum (Memo) Informal written communication within an office INTEROFFICE MEMORANDUM TO: FROM: DATE: SUBJECT: Learning Outcome: 10.3 Outline the general guidelines to effective writing. Memos generally facilitate informal written communication within an office. The heading for a memo generally consists of the following components, written in all caps, followed by a colon: TO: FROM: DATE: SUBJECT: Printed memos have been replaced by “email blasts” in larger practices.

Apply Your Knowledge Correct! 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 ANSWER: Learning Outcome: 10.3 Outline the general guidelines to effective writing. Correct!

Written Communication Using Electronic Format Must be grammatically correct HIPAA applies Electronic media E-mail Not secure Signed written consent Learning Outcome: 10.5 Explain why it is important to have a signed written consent from the patient for email communications. Electronic communication is the preferred method of communication for many people. For this reason, professional, grammatically-correct writing is largely unused by an increasingly big segment of the population. Communication from a medical office is too important not to be presented clearly and concisely at all times. Electronic Media and Email to Patients Transmissions that are physically moved from one location to another using magnetic tape, disk, compact disk, or any other portable computer drive must be handled in the same confidential manner as patient paper records. All patient information is protected by HIPAA law and is to be guarded by the healthcare provider. The same holds true for email transmissions to and from patients. Email is not considered a secure method of communication. As with cell phone communication, information can be intercepted by someone who was not the intended recipient. Before undertaking email communication with a patient, be sure to have a signed written consent for email communication on file. Some of the EHR programs include an email component.

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 Learning Outcome: 10.5 Explain why it is important to have a signed written consent from the patient for email communications. Internet etiquette and rules are important. The American Medical Informatics Association and Health are two professional organizations that have established policies relating to email. Always remember the office computer system belongs to the office and the practice owners have the right to monitor and even limit the access you have to the computer system. Managing Email - limited amount of storage makes it important to manage the documents you send, receive, keep, and delete, so that documents and emails that may be needed later are retrievable. Check your office email regularly and delete unwanted emails. Do not open unidentifiable emails, even if they appear to be sent from someone you trust. The office should have up-to-date antivirus software running, but always be very cautious of unsolicited emails. Set up subfolders for emails that have to be kept for an indefinite period of time. Set time limits for deleting or retaining messages. Save all email responses that contain PHI (protected health information).

Apply Your Knowledge Good Job! 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. Learning Outcome: 10.5 Explain why it is important to have a signed written consent from the patient for email communications. Good Job!

Editing and Proofreading Check for Factual accuracy Logical flow Conciseness Clarity Tone Proofreading Check for errors Grammatical Spelling Formatting Learning Outcome: 10.6 Describe the tasks involved in editing and proofreading a document. Editing and proofreading take place after you create the first draft of any document, on paper or electronic format. Have another person to proofread your work as well. NEVER skip editing and proofreading steps!

Tools for Editing and Proofreading Thesaurus Physician’s Desk Reference (PDR) English grammar and usage manual Dictionary Medical Dictionary Learning Outcome: 10.6 Describe the tasks involved in editing and proofreading a document. Most references can be accessed on the Internet or in book form. The online version is the most up-to-date reference. Dictionary – definitions of words as well as how to spell, divide, and pronounce a word and what part of speech it is. Medical Dictionary – medical terms Thesaurus – provides synonyms to help you avoid repetition in writing. Physicians’ Desk Reference (PDR) – a dictionary of medications. Consult the PDR for the correct spelling of a particular drug or for other information about its usage, side effects, contraindications, and other information. English Grammar and Usage Manuals – answer questions concerning grammar and word usage. Word Processing Spell checkers Pick up many spelling errors Often provide suggestions for correct spelling Do not detect all spelling errors – do not use as only method of error detection Word Processing Spell Checker

Editing Process Language usage Content – logical thought pattern Grammar Formal Content – logical thought pattern Style – appropriate to reader Learning Outcome: 10.6 Describe the tasks involved in editing and proofreading a document. The editing process ensures that a document is accurate, clear, and complete; free of grammatical errors; organized logically; and written in an appropriate style. Language Usage – learn basic grammar rules When in doubt, refer to a grammar handbook or reference manual. Content – a business letter should contain all the necessary information the writer intends to convey. Create a clean, concise letter by: Stating the purpose of the letter in the first sentence Discussing one topic at a time Changing paragraphs when you change topics Listing events in chronological order Sticking to the subject Selecting words carefully Reading before printing Style – use a writing style that is appropriate to the reader.

Proofreading Three types of errors Formatting Data Mechanical Learning Outcome: 10.6 Describe the tasks involved in editing and proofreading a document. After editing a document, put it aside for a short time before proofreading it. Also have a coworker proofread your work. Someone else will often notice errors that you may have missed. The three types of errors Formatting Errors – involve the positioning of the various parts of a letter. Avoid by: Making sure that the indentions are consistent, that the spacing is correct, and that the text is centered from left to right and top to bottom. Following the office style consistently throughout the document. Data Errors – involve mistyping monetary figures. Avoid by verifying the accuracy of all figures by checking them twice or by having another coworker check them. Mechanical Errors – spelling, punctuation, spacing between words, and division of words as well as reversing words or characters, typing them twice, or omitting them altogether. Avoid mechanical errors by: Learning basic spelling, punctuation, and word division rules Checking carefully for transposed (misplaced) characters or words. Not dividing words at the end of a line.

Apply Your Knowledge Spot On! 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. Learning Outcome: 10.6 Describe the tasks involved in editing and proofreading a document. Spot On!

Preparing Outgoing Mail Signing letters Using a letter folding and inserting machine Save time Different types of folds Learning Outcome: 10.7 Outline the steps for preparing a completed letter for mailing. Signing Letters If you have been authorized to sign letters, you should sign the doctor’s name and place your initials after the doctor’s signature. If the physician prefers to sign all letters, you should place the letter on her desk in a file folder marked “For Your Signature.” Make sure that all enclosures are included with the letter and that they remain with the letter when it is returned to you with the physician’s signature. Using a Letter Folding and Inserting Machine Helps minimize the amount of time staff spends preparing large volumes of outgoing mail. Letter-folding machines can make many different types of folds.

Preparing Outgoing Mail (cont.) Manually folding a letter Type of envelope Small Regular, business Window Include enclosures Learning Outcome: 10.7 Outline the steps for preparing a completed letter for mailing. The proper way to fold a document depends on the type of envelope into which the letter will fit. Small envelope – fold the enclosure in half lengthwise, and insert it. Regular, business-size envelope – fold the letter in thirds. Fold the bottom third up first, then the top third down, and insert the letter. Window envelope – use an accordion fold so the address appears in the window Be sure to include any enclosures that have been noted within the letter at the time it is being folded.

Preparing Outgoing Mail (cont.) Preparing the envelope Use USPS guidelines Address placement Address format Learning Outcome: 10.7 Outline the steps for preparing a completed letter for mailing. The USPS uses electronic optical character readers (OCRs) to help speed mail processing. OCRs read the last two lines of an address and sort the mail accordingly. Address Placement – for reading by the OCR, the address must be placed in a certain location on the envelope. Refer to text for specifics. Address Format: some of the format requirements are Type or machine-print the address. Single-space the lines and use the block format. Do not punctuate. Use only USPS-approved abbreviations for location designations. The line above the city, state, and zip code should contain the street address or post office box number. The last line of the address must include the city, state, and zip code.

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. Learning Outcome: 10.7 Outline the steps for preparing a completed letter for mailing. Stamp of Approval!

Mailing Options Mailing Equipment and Supplies Letterhead, blank stationery, envelopes Standard supplies Forms Labels Packaging supplies Learning Outcomes: 10.8 Explain the differences among the different types of mail services offered by the USPS. The proper equipment and supplies will help you handle the mail efficiently and cost-effectively. The USPS provides forms, labels, and packaging for items that need special attention, like airmail, Priority Mail, Express Mail, certified mail, or registered mail. Private delivery companies, like United Parcel Service (UPS) and Federal Express (FedEx), also provide shipping supplies to their customers.

Mailing Equipment and Supplies Airmail supplies Envelopes for overnight delivery services Postal rates, scales and meters Learning Outcomes: 10.8 Explain the differences among the different types of mail services offered by the USPS. Airmail Supplies are available for some packages and for most mail going to foreign countries. Envelopes for Overnight Delivery Services – overnight delivery services are available through the USPS and private companies. Most companies require the use of their own envelopes and mailing materials. Postal Rates, Scales, and Meters – rates and regulations change periodically, and every medical office should have a copy of the latest guidelines.

U.S. Postal Service Delivery First-class mail 11 ounces or less Cost is based on weight Forwarded at no extra cost Second class mail Media mail Learning Outcomes: 10.8 Explain the differences among the different types of mail services offered by the USPS. Before posting mail make sure the envelope or package is complete with all noted enclosures and materials included. Apply the proper postage, and place the postmarked envelope or package in the area of your office designated for mail pickup. The USPS offers a variety of domestic and international delivery services for letters and packages. First-class mail – standard postage rate is for items 1 ounce or less, not larger than 6 1/8 inches high, 11 ½ inches wide, and 1/4 inch thick. Second-class mail – delivery of newspapers and periodicals only; usually not used in medical offices. Media mail (third-class mail) – printed material weighing less than 16 ounces; not often used by medical offices

U.S. Postal Service Delivery (cont.) Parcel Post Bound printed material Priority mail Express mail Learning Outcomes: 10.8 Explain the differences among the different types of mail services offered by the USPS. Parcel Post – for items not requiring speedy delivery Items weighing between 1 lb. and 70 lb. Rates are based on weight and distance Bound Printed Matter – a rate applied to promotional advertising, directories, and other types of advertisements (minimum of 300 pieces). Priority Mail – useful for heavier items that require quicker delivery than is available for Fourth-Class Mail. Rate varies with the item’s weight and the distance it must travel Flat rate envelopes and boxes are also available The USPS guarantees delivery in 2 to 3 days Express Mail – quickest USPS service Rates vary, depending on the weight and the specific service A special flat-rate envelope is also available. Items are automatically insured against loss or damage

U.S. Postal Service Delivery (cont.) Special services Online postage Special delivery Certified mail Return receipt Learning Outcomes: 10.8 Explain the differences among the different types of mail services offered by the USPS. Online postage Purchase postage online using software approved by USPS USPS.com also sells postage and shipping and mailing supplies online Special Delivery Delivery of the item is typically made before the regularly scheduled mail delivery. This service is available within certain distance limits and during certain hours. Certified mail Offers a guarantee that the item has been received. Requires the postal carrier to obtain a signature on delivery When signature card is returned, place it in patient’s file Card is legal document that proves document was not only mailed, but also received Return receipt requested Available for small additional fee The receipt indicates who received the item and when When receipt is received, place it in patient’s file Receipt is legal document that proves document was not only mailed, but also received

U.S. Postal Service Delivery (cont.) Special services Registered mail Delivery confirmation International mail Tracing mail Learning Outcomes: 10.8 Explain the differences among the different types of mail services offered by the USPS. Registered Mail Use to send items that are valuable, irreplaceable, or otherwise important Provides sender with evidence of mailing and delivery Provides security tracked as an item is transported through the postal system Delivery confirmation Available for additional fee Item is assigned a tracking number International Mail Both surface (via ship) and airmail service to most foreign countries. Information on rates and fees is available from the post office. Tracing Mail If registered or certified mail does not reach its destination by the expected time. Present your original receipt for the item.

Other Delivery Services Companies UPS FedEx DHL Messengers or couriers Learning Outcomes: 10.8 Explain the differences among the different types of mail services offered by the USPS. Companies provide mail and package delivery services UPS, FedEx, and DHL are three of the largest and most popular of these companies Deliver packages and provide overnight letter and express services Fees depend on the service(s) provided Packages are automatically insured against theft or damage Messengers or Couriers Before email and options like FedEx and UPS were widely used, local messenger or courier services were popular for deliveries made within a local area. Now interoffice couriers are still used by some large organizations—like hospitals with multiple satellite locations

Apply Your Knowledge Which type of mail would you use to send each of the following: ANSWER: Confidential laboratory results C Advertisement about a new service B Patient invoice and billing statements A Learning Outcomes: 10.8 Explain the differences among the different types of mail services offered by the USPS. A. First class mail B. Bound printed matter C. Certified mail D. Express mail 111 One Drive Any, ST 11111 Right!

Processing Incoming Mail Steps Distributing Annotating Recording Learning Outcome: 10.9 Describe the steps involved in processing incoming mail. Sorting and Opening

Processing Incoming Mail (cont.) Sorting and Opening Follow a regular procedure Sort by priority Recording Daily mail log Mail received Follow-up correspondence Learning Outcome: 10.9 Describe the steps involved in processing incoming mail. Always sort the mail in an uncluttered area to avoid mixing it with other paperwork. Place personal or confidential mail on the addressee’s desk unopened. Sort the remaining mail according to priority. Top priority – overnight mail delivery, registered mail, certified mail, or special delivery. Second – personal or confidential mail Third – first-class mail, airmail, and Priority Mail items Fourth – packages Fifth – magazines and newspapers Sixth – advertisement and catalogs Follow a regular sorting procedure each time to avoid missing any steps. Refer to Procedure 10-5 Sorting and Opening Mail Recording Keep a log of each day’s mail. List the mail received Indicate follow-up correspondence and the date correspondence is completed. This method helps in tracing items and keeping track of correspondence.

Processing Incoming Mail (cont.) Annotating Outline key points Write reminders, comments, or suggestions Distributing Handling drug and product samples Learning Outcome: 10.9 Describe the steps involved in processing incoming mail. Annotating Underlining or highlighting key points or writing reminders, comments, and suggestions in the margins or on self-adhesive notes May involve pulling a patient’s chart or any previously received, related correspondence from a file and attaching it to the letter. Distributing After reviewing the mail and making annotations, sort the letters into separate batches for distribution. Each batch should be presented to the appropriate person in a file folder or arranged with the highest-priority items on top. Handling Drug and Product Samples Procedures vary from office to office. Never give samples to patients or use them yourself unless directed by the physician. If the doctor directs you to give samples to a patient, make sure to write this information in the patient’s chart and date the entry. When a box of samples is outdated, you should dispose of them following state and DEA regulations.

Apply Your Knowledge CORRECT! Match the following: highlighting key points follow a regular procedure keep a log place in a folder with highest priority items on top attaching prior correspondence to a letter indicate follow-up and date it is completed use a priority system C A B ANSWER: Sorting and Opening Recording Annotating Distributing D C Learning Outcome: 10.9 Describe the steps involved in processing incoming mail. B A CORRECT!

In Summary 10.1 Well-written, neatly prepared documents are one of the most important means of communicating a professional image for the medical practice. 10.2 Document supplies used in a medical office include: letterhead and matching plain bond paper; matching envelopes for professional correspondence; lesser bond envelopes of varying sizes for other types of correspondence; padded envelopes and data mailers; and labels and statements. Go to CONNECT to see activities on Creating a Letter Template and Using a Letter Template

In Summary (cont.) 10.3 Know the type of person to whom you are writing and the purpose of the letter. Use clarity. Check spelling, grammar, and accuracy. 10.4 A medical office uses different types of documents and correspondence. Also, internal documents like memos may be used to provide staff information. 10.5 All patient information, regardless of the form, is protected by HIPAA law and is to be guarded by the healthcare provider. Before undertaking email communication with a patient, a signed written consent for email communication must be on file. 10.3 Know the type of person to whom you are writing. Know the purpose of the letter and be concise, brief, and specific in meeting that purpose, using clarity in the writing. Use active voice whenever possible, being polite and courteous. Check spelling, grammar, and accuracy. Avoid leaving “windows and orphans.” 10.4 The different types of documents and correspondence used in a medical office include: letters of referral; letters about scheduling, canceling, or rescheduling appointments; patient reports for insurance companies; instructions for examinations or laboratory tests; answers to insurance or billing questions; and cover letters or form letters to order supplies, equipment, or magazine subscriptions. Also, internal documents like memos may be used to provide staff information. 10.5 All patient information, regardless of the form, is protected by HIPAA law and is to be guarded by the healthcare provider. Email is not considered a secure method of communication because information can be intercepted and received by someone who is not the intended recipient. Before undertaking email communication with a patient, a signed written consent for email communication must be on file.

In Summary (cont.) 10.6 Editing involves checking a document for factual accuracy, logical flow, conciseness, clarity, and tone. Proofreading involves checking a document for grammatical, spelling, and formatting errors. 10.7 After you have created, edited, and proofread a letter, it must be prepared for mailing. This preparation includes having the letter signed, preparing the envelope, and folding and inserting the letter into the envelope. Be sure to include any enclosures noted in the letter when folding it for insertion into the envelope.

In Summary (cont.) 10.8 The mail delivery options offered by the USPS include: special delivery, certified mail, return receipt requested, registered mail, and delivery confirmation. 10.9 The steps involved in processing incoming mail include: sorting and opening, recording, annotating, and distributing. Go to CONNECT to see activities on Creating a Letter Template and Using a Letter Template .

End of Chapter 10 If a fellow wants to be a nobody in the business world, let him neglect sending the mailman to somebody on his behalf. —Abraham Lincoln