1. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Chapter 10 Written Communication

2. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Correspondence in the Medical Office Interoffice Communication – Informal, memo-style communication – Usually specific to one concern Informal Notes and Personal Letters – Usually, personal and informal in nature, written on a first-name basis Professional Letters

3. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Correspondence in the Medical Office Form Letters – Examples: for referrals, consults, annual examination reminders, collection letters, school and work releases, suppliers of equipment and materials, and other correspondence necessary to the office operation Templates – An electronic file or pre-printed document with a pre-designed, customizable, format

4. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Correspondence in the Medical Office Information Sheets – Specific instructions about exams and tests – Given to patients to reinforce and remind Clinical email – Immediate exchange of information – Comply with all HIPAA guidelines and security measures

5. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communication and HIPAA Communications with PHI require special handling Always adhere to laws of confidentiality as well as ethical principles

6. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Release of Information Forms Examples of when ROI forms are used – Patient personal use – Life insurance questionnaire – Disability insurance questionnaire Examples of when ROI forms are not needed – Requesting consultation from a specialist – Specialist providing results to the provider – Providing information to a hospital – To an insurance company for payment

7. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Notice of Privacy Practices Form that explains how the office adheres to HIPAA regulations regarding PHI Patients are asked to sign a form indicating they have received a copy of the NOPP

8. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Writing Guidelines Prepare written communication with: – Proper grammar – Proper punctuation – All words spelled correctly Use resources from books, word processing programs, and the Internet – See Table 10-2

9. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Writing Guidelines Spelling – Check the spelling of any word you don’t know, or aren’t sure if you’ve spelled correctly – Use spell check, but don’t rely on it exclusively Example: “Their” versus “There” – Review the rules of spelling in Figure 10-1

10. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Spelling Tips In your mind, try to picture the word Pronounce the word correctly, several times Write the word, dividing it into syllables and inserting accent marks Write or type the word, several times When in doubt, use a dictionary Make a list of words you frequently misspell

11. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Writing Guidelines Parts of speech (see Table 10-3) – Noun > person, place, thing – Pronoun> I, you, he, she, we, they – Verb > action of the sentence – Adjective > describes a noun: little, good – Adverb> describes a verb: quickly, well

12. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Writing Guidelines Parts of speech – Preposition> shows relationship Above, below, between – Conjunction> connects words and phrases And, or, but, because – Interjection> expresses emotion Wow, hurray, oh

13. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Sentence Structure Write in complete thoughts (clause) – A simple sentence is one independent clause – A compound sentence has two or more independent clauses, separated by a comma – A complex sentence has one independent clause and at least one dependent clause – A compound-complex sentence has at least two independent clauses, and at least one dependent clause

14. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Proofreading All written communication should be proofread before it is sent Use spell check Perform a human spell check!

15. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Parts of a Letter Letter Style: Modified Block

16. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Letter Style: Full Block

17. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Composing a Letter Determine the information that needs to be included in the letter Determine the letter style, font, and size Compose a rough draft Proofread and prepare final copy Sign or give to the sender to sign

18. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Consultation Letters One of the most common letters received Content of a consultation letter – Reason for the appointment – Date and time of the appointment – Call the office if there are questions – The office’s phone number – Whether prior authorization is required

19. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Incoming Mail Many types of mail arrives at the office

20. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Incoming Mail Will need to open, sort, process, and distribute incoming mail Office policy determines procedures to follow – There may be special procedures for mail received during vacations

21. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Sending Mail Preparing the envelope – Addressing – Folding – Stamping