1. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 17 Written Communication

2. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Written Communication 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. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Components of Good Writing Logical organization Attention to detail Correct spelling, grammar, and format Complete and accurate

4. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Preparing to Write Determine purpose –Inform –Persuade –Gather information –Encourage action Generate ideas for content Consider readers

6. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Question True or False: –It is best to have only one purpose for a written document.

7. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Answer False Written document may have more than one purpose

8. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Question True or False: –It is best to avoid using medical terminology in materials written for patients.

9. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Answer True Most patients do not know meanings of medical terms

10. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Preparing to Write Organize content 1.Introduction 2.Body 3.Conclusion

11. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Starting to Write Either: –Create formal outline –Create informal outline –Draw diagram Mind map

12. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Starting to Write Write first draft quickly –Focusing on content Correct grammar and spelling when writing final draft

13. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Question Using a mind map to organize content when writing is especially appropriate for _____ learners. A.Auditory B.Kinesthetic C.Visual

14. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Answer C. Visual Mind maps –Types of diagrams –Most useful for visual learners

15. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Spell Your Way to Success Spelling errors can have serious consequences –Confusion –Medical errors Latin- and Greek-based medical terms can be difficult

17. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Spelling Tools General English dictionary Medical dictionaries Word books for health care specialties Online dictionaries Computerized spell-checkers Pharmaceutical reference guides

18. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Answer False Spell-checkers cannot identify words spelled correctly but used incorrectly –E.g., to, too, two

20. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Spelling Tips Memorize words that are look-alikes Review tricky words regularly Set weekly goals to learn correct spelling of select words

22. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Question Which of the following is the correct spelling for the second month of the year? A.Febuary B.February C.Februery

23. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Answer B. February February –Correct spelling

24. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Grammar at a Glance Focus areas: –Capitalization –Punctuation –Writing numbers correctly –Writing titles correctly

26. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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.

27. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

28. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Business Letters Business letters create important link between patients, health care providers, and professionals –E.g., appointment, collection, consultation, inquiry

29. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Form Letters Save time Personalize with word processing software Sign personally when possible

30. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

31. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Business Letter Formats Full block –All lines even with left margin Block –All lines even with left margin except date, closing, and signature

32. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Business Letter Formats Modified block –First sentences of paragraphs indented five spaces

33. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

34. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

35. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Answer C. Dr. Ramon and Jennifer Reference initials refer to both Dr. Ramon and Jennifer

36. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Mailing Business Letters Preparing letters for mailing –Use plain paper for second (and following) page Fold properly

37. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

38. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Memos Purpose: –Share information within organization E.g., policy changes, schedules

39. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

40. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

41. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

42. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Minutes of Meetings Contents: –Date and time meeting called to order –Members present –Acceptance/correction of previous minutes –Announcements or new business

43. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Minutes of Meetings Contents: –Short write-up of discussions –Date and time of next meeting –Time of adjournment –Signature of person taking minutes

44. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Question True or False: –Minutes of meetings can serve as documents for regulatory purposes.

45. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Answer True Minutes of meetings can serve as official documents

46. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

47. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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

48. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Confidentiality of Written Materials Must be inaccessible to unauthorized individuals Respect confidentiality at all times Any document with patient’s name is confidential

49. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Proofreading Written Work All written work should be proofread –Verify content –Check organization –Read aloud –Check spelling by reading backwards –Use spelling and grammar checkers

50. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. 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