1. Chapter 17 Written Communication

2. Vital to health care delivery –Provide important links between patients, professionals, and facilities Many kinds of documents –E.g., reports, charts, records, letters Ability to write clearly and correctly –Mark of professionalism

3. Components of Good Writing Logical organization Attention to detail Correct spelling, grammar, and format Complete and accurate

4. Organizing Content Organize so reader can follow easily All types of documents should be well organized Written material must stand on its own –No chance for reader questions or feedback

5. Preparing to Write Determine purpose –Inform –Persuade –Gather information –Encourage action Generate ideas for content Consider readers

6. Question True or False: –It is best to have only one purpose for a written document.

7. Answer False Written document may have more than one purpose

8. Question True or False: –It is best to avoid using medical terminology in materials written for patients.

9. Answer True Most patients do not know meanings of medical terms

10. Preparing to Write Organize content 1.Introduction 2.Body 3.Conclusion

11. Starting to Write Options: –Create formal outline –Create informal outline –Draw diagram Mind map

12. Starting to Write Write first draft quickly –Focusing on content Correct grammar and spelling when writing final draft

13. Question Using a mind map to organize content when writing is especially appropriate for _____ learners. A.Auditory B.Kinesthetic C.Visual

14. Answer C. Visual Mind maps –Types of diagrams –Most useful for visual learners

15. Starting to Write First sections of sample formal outline: I.Introduction A.Threat to health B.Vaccine available II.Symptoms A.Loss of appetite B.Fatigue

16. Spell Your Way to Success Spelling errors can have serious consequences –Confusion –Medical errors Latin- and Greek-based medical terms can be difficult

17. Spelling Tools General English dictionary Medical dictionaries Word books for health care specialties Online dictionaries Computerized spell-checkers Pharmaceutical reference guides

18. Question True or False: –Using the spell-checker that comes with word processing software is usually enough to ensure correct spelling in a document.

19. Answer False Spell-checkers cannot identify words spelled correctly but used incorrectly –E.g., to, too, two

20. Spelling Tips Learn major spelling rules –i before e except after c –When to drop final e or double final consonant when adding suffix –Changing final y to ie –Adding k to words ending in c when adding suffix –Making words plural

21. Spelling Tips Memorize words that are look-alikes Review tricky words regularly Set weekly goals to learn correct spelling of select words

22. Question Which of the following is the correct spelling for the second month of the year? A.Febuary B.February C.Februery

23. Answer B. February February –Correct spelling

24. Learning Strategies for Spelling Write words several times Spell words out loud Make flashcards List words on wall chart Create rhymes or associations Make personal dictionary

25. Grammar at a Glance Grammar is set of rules that determine structure of a language Focus areas: –Capitalization –Punctuation –Writing numbers correctly –Writing titles correctly

26. Grammar at a Glance Correct grammar reflects favorably on professional and facility –Sign of good education, competence, and professionalism

27. Question Which of the following sentences is punctuated correctly? A.It’s time for Mr. Howard’s medication. B.Its time for Mr. Howard’s medication. C.It’s time for Mr. Howards medication.

28. Answer A. It’s time for Mr. Howard’s medication. Apostrophe –Used for contractions It’s = it is –Used to show possession Mr. Howard’s medication

29. Business Letters Business letters create important link between health care providers and their patients and colleagues –E.g., appointment, collection, consultation, inquiry

30. Form Letters Save time Personalize with word processing software Sign personally when possible

31. Organization of a Business Letter 1.Introduction –State purpose of letter 2.Body –Provide information and explanation 3.Conclusion –Summarize –State action reader should take, if any

32. Business Letter Formats Block –All lines even with left margin Modified block –All lines even with left margin except date, closing, and signature

33. Business Letter Formats Semi-block –First sentences of paragraphs indented five spaces

34. Business Letter Contents Sender’s contact information Date Recipient’s address Salutation (greeting) Subject line Complimentary closing Keyed and written signatures Reference initials Enclosure notation

35. Question On a business letter written by medical assistant Jennifer for Dr. Ramon, the reference initials refer to: A.Dr. Ramon B.Jennifer C.Dr. Ramon and Jennifer

36. Answer C. Dr. Ramon and Jennifer Reference initials refer to both Dr. Ramon and Jennifer

37. Mailing Business Letters Preparing letters for mailing –Use plain paper for second (and following) page Fold properly

38. Mailing Business Letters Address envelope –Use all caps –Do not punctuate –Use zip code –Do not write in lower-right-hand corner –Include return address in upper-left-hand corner

39. Memos Purpose: –Share information within organization E.g., policy changes, schedules

40. Memos Guidelines: –May print or send electronically –Write clearly and concisely –Make easy to understand –Ensure value exists for recipient Avoid excessive numbers of memos

41. Meeting Agendas Reason for meeting Date and location Start and end times Topics to be discussed What attendees should bring, if applicable Guest speaker(s), if applicable

42. Minutes of Meetings Documents meeting Informs those who did not attend Creates record of facility business Serves as guide for next meeting agenda Provides resource for future reference

43. Minutes of Meetings Contents: –Date and time meeting called to order –Members present –Acceptance/correction of previous minutes –Announcements or new business

44. Minutes of Meetings Contents: –Short write-up of discussions –Date and time of next meeting –Time of adjournment –Signature of person taking minutes

45. Question True or False: –Minutes of meetings can serve as documents for regulatory purposes.

46. Answer True Minutes of meetings can serve as official documents

47. Written Education Materials for Patients Important part of effective patient education Example topics: –Nutrition –Preparing for diagnostic test or surgery –Self-exams –Quitting smoking –Wound care

48. Written Education Materials for Patients Be accurate and well organized Use appropriate reading level Avoid technical language Use illustrations, if appropriate Maintain in computerized files

49. Confidentiality of Written Materials Must be inaccessible to unauthorized individuals Respect confidentiality at all times Any document with patient’s name is confidential

50. Proofreading Written Work All written work should be proofread –Verify content –Check organization –Read aloud –Check spelling by reading backward –Use spelling and grammar checkers

51. Proofreading Written Work Print out documents if difficult to proof on computer screen If unsure, check with qualified person Have written work checked as required by facility