1. 1 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Written Communications and Mail Processing Chapter 13

2. 2 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Introduction Written communications are a reflection of the physician and his or her office staff. All written communications should be professional, accurate, complete, and effective in getting across the intended message.

3. 3 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. This chapter will examine:  Responsibilities of the medical assistant with regard to equipment and supplies  Common sizes of letterhead stationery  Parts of speech  References for the medical assistant’s library  Answering business correspondence  Value of communications portfolios  Letter styles and parts of a business letter

4. 4 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Importance of Written Communications  Promotes a good impression of the physician and the office staff  Enhances the art of effective communication  Promotes better health care services by providing accurate information about and to the patient

5. 5 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Types of Written Communications  Letters  Memorandums  Orders for supplies  Email  Facsimiles  Medical records  Instructions for patients

6. 6 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Written Communications as a Public Relations Tool  Public relations tells the organization’s story.  Presents the organization in the best possible light.  Communicates all of the positive aspects of the business.

7. 7 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Reflection on the Physician  Everything that happens in the office is a reflection on the physician and staff.  Written communications must be well written and grammatically correct.

8. 8 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Writing Skills and Composing Tips for Business Letters  Keep the length to about one page.  Carefully organize the letter.  Read the letter several times to determine what needs to be addressed in the answer.  Highlight questions asked or materials requested.  Decide on answers to questions.  Verify information.

9. 9 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. More Writing Tips  Keep sentences short.  Put only one idea in each sentence.  Eliminate superfluous wording.  Use layman’s terms.  Match the physician’s degree of formality.

10. 10 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Grammar Review  Good grammar is essential for medical assistants who deal with written communications.  Knowledge of the parts of speech and sentence structure is crucial when writing a professional letter or document.

11. 11 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Speech Nouns  Person, place, or thing.  Thought, idea, or concept.  Common nouns are general persons, places, or things.  Proper nouns are specific. Examples: freedom, bank, Mrs. Adams, Dallas

12. 12 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Speech Pronouns  Replace nouns  Provide writer with shortcuts so that proper nouns are not constantly repeated Examples: he, she, it, us, they

13. 13 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Speech Verbs  Action words that express movement.  Linking verbs express a condition or state of being. Examples: runs, drove, typed Linking verbs: is, am, are, was, be, been

14. 14 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Speech Adjectives  Describe nouns and pronouns  May show which one, how many, what kind Examples: golden, mangy, crooked Articles: a, an, the

15. 15 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Speech Adverbs  Describe verbs, adjectives, or other adverbs  Specify when, where, to what extent, or how Examples: unusually, never, quite

16. 16 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Speech Prepositions  Connecting words that show a relationship between nouns, pronouns, or other words in a sentence Examples: by, from, of, to, in, at, with, into, on

17. 17 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Speech Conjunctions  Join words or phrases Examples: and, or, nor, but

18. 18 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Speech Interjections  Show strong feeling  Usually followed by an exclamation point or a comma Examples: Ouch! Wow!

19. 19 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Making Sense of Sentences Types of Sentences  Declarative  Interrogatory  Imperative  Exclamatory

20. 20 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Sentence Structure Three basic patterns:  Subject-predicate  Subject-object  Subject-complement

21. 21 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Sentence Errors Three main errors in sentences:  Sentence fragment  Run-on sentence  Comma splice

22. 22 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Personal Tools  Up-to-date standard dictionary  Medical dictionary  Composition handbook  English-language reference manual  Thesaurus  List of troublesome spelling words

23. 23 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Personal Tools  Templates will also help the medical assistant in building a portfolio.  Templates guide or offer a pattern for new documents.  Templates are available as an online help for the business environment, most at no cost to the user.

24. 24 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Equipment and Supplies  Know how to use available equipment and keep it in good working order.  Keep equipment manuals available.  Use high-quality supplies.  These factors will help the medical assistant produce high-quality documents.

25. 25 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Equipment Computers  Letters and documents can be saved and used repeatedly after minor changes are made.  Add graphics, compute figures, and use multimedia to enhance the appearance and effectiveness of documents.

26. 26 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Equipment Copiers  Maintain the copier for best reproduction.  Change toner cartridges when necessary.

27. 27 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Equipment Scanners  Provide high resolution  Produce images of written text and documents  Can be used to store documents more efficiently than with paper copies

28. 28 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Equipment Printers  Benefits of the all-in-one printer  Print  Fax  Copy  Scan  Laboratory-quality photo printing  Wireless connectivity

29. 29 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Supplies Stationery  Paper quality affects the impact of the communication on the reader Paper types  All sulfite (wood pulp)  All-cotton fiber (rag)

30. 30 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Supplies Stationery—Substance number  Based on the weight of a ream consisting of 500 sheets of 17- 22-inch paper.  Based on the weight of a ream consisting of 500 sheets of 17- × 22-inch paper.  The larger the number, the heavier the paper.  Common weights are 16, 20, and 24 lb.

31. 31 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Sizes and Types of Letterhead Paper Letterhead paper is available in four basic sizes: Standard or Letter8½ 11 inches Standard or Letter8½ × 11 inches Monarch or Executive 8¼ 10½ inches Monarch or Executive 8¼ × 10½ inches Baronial5½ 8½ inches Baronial5½ × 8½ inches Legal8½ 14 inches Legal8½ × 14 inches

32. 32 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Continuation Pages  Second and continuing pages of letterhead.  Plain bond paper matching the letterhead.  Always use matching paper for continuation pages.

33. 33 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Envelopes Basic sizes and types  No. 10 (general business size)  No. 6¾ (often used for statements)  Window

34. 34 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Letter Styles Four basic styles  Block  Modified block or standard  Modified block indented  Simplified

35. 35 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Block Letter Style  All lines flush to the left margin  Very efficient  Less attractive

36. 36 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Block Letter Style

37. 37 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Modified Block Letter Style  Dateline, complimentary closing, and typewritten signature all begin at the center.  All other lines begin flush with the left margin.

38. 38 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Modified Block Letter Style

39. 39 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Modified Block with Indented Paragraphs  Identical to block except that the first line of each paragraph is indented five spaces.

40. 40 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Modified Block with Indented Paragraphs

41. 41 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Simplified  All lines flush with the left margin.  Salutation replaced with all-capital subject line on the third line below the subject line.  Omit the complimentary closing.  Enter an all-capital typewritten signature below the body of the letter.

42. 42 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Simplified

43. 43 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Spacing and Margins  Business letters are usually single spaced.  First typed entry goes on the third line below the letterhead.  Typing on continuation pages begins 1 inch from the top.  Side margins 1 to 1½ inches on each side.  Minimum of 1-inch margin on the bottom.

44. 44 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Parts of Letters  Heading  Opening  Body  Closing

45. 45 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Heading  Includes letterhead and dateline  Usually centered at the top of the page  Includes the name of the physician or group and the address  Usually includes the telephone number and medical specialties  Dateline consists of the name of the month written in full, the day, and the year

46. 46 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Opening Consists of inside address, salutation, and the optional attention line. Inside address  Starts flush with the left margin  Contains the name and address of the person to whom the letter is addressed

47. 47 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Opening  Use courtesy titles.  Follow names with academic degrees.  Do not use both a courtesy title and a degree that means the same thing. Incorrect: Dr. Rick Tips, M.D. Correct: Dr. Rick Tips Rick Tips, M.D.

48. 48 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Opening Salutation  Introductory greeting  Flush with left margin  Second line below last line of address  Usually followed by a colon

49. 49 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Opening Attention line  Optional  Flush with left margin  Second line below inside address

50. 50 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Body  If used, the subject line is placed on the second line below the salutation.  Includes the message of the letter.

51. 51 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Closing Includes:  Complimentary closing  Typed signature  Reference initials  Special notations

52. 52 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Postscripts  Place emphasis on an idea or statement  May express an afterthought  Follow letter style when using postscripts

53. 53 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Continuation Pages Heading for continuation pages includes:  Name of the addressee  Page number  Date Headings begin on the seventh line from the top of the page. Continuation page headings are single spaced.

54. 54 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Signing the Letter Physician usually signs:  Letters with medical advice  Letters to medical societies  Referral and consultation reports  Medical reports to insurance companies  Personal letters Medical Assistant signs:  Routine letters  Orders for office supplies  Notifications to patients about surgery or hospital arrangements  Collection letters  Letters of solicitation

55. 55 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. More Types of Written Communications Telephone messages  Name of the person being called  Name of person calling  Caller’s contact telephone numbers  Reason for the call  Action to be taken  Date and time of the call  Initials of person taking the call

56. 56 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. More Types of Written Communications  Email messages  Faxes  Memorandums

57. 57 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Disclaimers Many email messages contain a disclaimer stating that email is not a secure form of communication and that the message is intended only for the person to whom it is sent.

58. 58 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Editing  Most documents are edited prior to being mailed or delivered.  Proofread all documents.  Mark changes.  Learn software programs and their editing capabilities.

59. 59 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Developing a Portfolio  Portfolios consist of sample letters that are used in various situations.  Letters can be added to the portfolio when created.  Store letters on the computer and make changes as necessary.  Saves time when composing correspondence.

60. 60 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. U.S. Postal Service  Independent establishment of the executive branch of the U.S. government  Operates independently of the government  Second oldest federally established department or agency in the United States

61. 61 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Mail Processing Incoming mail usually includes:  General correspondence  Payments for services  Bills for office purchases  Insurance claim forms to be completed  Laboratory reports  Hospital reports  Medical society mailings  Professional journals  Promotional literature and advertising

62. 62 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Opening the Mail  Follow office policy.  Do not open mail that is marked “personal.”  Use a methodic system to open and process mail efficiently.

63. 63 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Annotating  Read each item of mail.  Underline significant words or phrases.  Note in the margin what action needs to be taken.  Code for filing if the letter needs no reply.

64. 64 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Responding to Mail  Read through the annotations.  Draft a reply.  Review the original letter, and make certain that all issues have been addressed.  Allow the physician to review the reply, if necessary.  Make a copy for the appropriate file.  Send the correspondence.

65. 65 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Mail Requiring Special Handling  Payment receipts  Insurance information  Drug samples  Vacation mail

66. 66 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Handling Vacation Mail Determine:  Is this important enough that the physician should be contacted?  Should it be forwarded for immediate attention?  Should it be answered now, explaining the delay because the physician is out of the office?  Can the mail wait for attention until the physician returns?

67. 67 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Outgoing Mail  Fold and insert letters correctly.  Address the envelopes accurately.  Follow OCR guidelines on envelopes.  Always use a return address.

68. 68 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Cost-Saving Mailing Procedures  Use ZIP codes.  Presort mail.  Use correct postage.  Take advantage of bulk mail if possible.

69. 69 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Postage Meters  Most efficient way of stamping mail. Can print postage on adhesive strips or directly on the envelope.  Metered mail does not have to be canceled or postmarked, so it moves faster to its destination.

70. 70 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Postage Meters

71. 71 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Classifications of Mail Express Mail  Available 7 days a week, 365 days a year  Sunday and holiday delivery between major markets  For items up to 70 lb and 108 inches in combined length and girth  Fastest mail service offered by the U.S. Postal Service  Automatically insured up to $100 free of charge

72. 72 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Classifications of Mail First-class mail  Letters, postal cards, postcards, and business reply mail  13 oz or less  Current first-class mail rate is $0.44 (effective 5/11/09)

73. 73 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Forever Stamps  First issued in 2007  Used on first-class mail one ounce or less  Always valid, no matter what the purchase price

74. 74 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Classifications of Mail Priority Mail  First-class mail over 13 oz.  Maximum weight 70 lb.  Always mark packages as priority mail if not placed in a box purchased from the U.S. Postal Service.

75. 75 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Classifications of Mail Media mail  Books  Film  Manuscripts  Printed music  Printed test materials  Sound recordings  Play scripts  Printed educational charts  Binders and loose-leaf papers Includes computer recorded media, such as CDs and diskettes. Media mail cannot contain advertising or weight over 70 lb.

76. 76 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Special Services Insured mail  Insurance for coverage against loss or damages  Available for priority mail, first-class mail, parcel post

77. 77 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Special Services Registered mail  Additional protection for all classes of mail.  Sender can request evidence of delivery.  Registered mail can be traced.  Accounted for by number from time of mailing to time of delivery.

78. 78 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Special Services Postal money orders  Convenient way of mailing money  Amounts up to $700

79. 79 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Special Services Special delivery  Mail of any class can be sent special delivery.  This service does not speed delivery to the designated post office.  The service does ensure immediate delivery once it arrives at the designated post office.

80. 80 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Special Services Special handling  Fees in addition to required postage  Increases speed of delivery for third- and fourth-class mail  Used for unusual items that need special handling, including live animals

81. 81 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Special Services Certified mail  For mail without intrinsic value  Items such as contracts, deeds, mortgages, bank books, checkbooks, etc.  Can receive a return receipt  Does not provide insurance coverage unless purchased separately

82. 82 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Special Services Certificate of mailing  Provides proof of mailing  Obtain form at the post office  Clerk postmarks the receipt, initials it, and returns it to the mailer  Serves as acknowledgment of mail arriving at the post office and being mailed

83. 83 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Private Delivery Services  Federal Express  United Parcel Service  Emery  Airborne Express  DHL

84. 84 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Special Services  Forwarding mail  Obtaining a changed address  Recalling mail  Returned mail  Tracing lost mail

85. 85 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Email Messages  Not guaranteed to be a secure form of communication  Consider the alternatives  Add a disclaimer to outgoing email

86. 86 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Faxed Messages  Use the disclosure statement.  Call ahead to alert the person who is receiving the fax.  Promote confidentiality.

87. 87 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Standard mail  Advertising  Promotional  Directory  Editorial material

88. 88 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Business Mail  Benefits  Acquire new customers  Retain and grow current customers  Fulfill orders and transactions

89. 89 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Nonprofit Mail  Nonprofit organizations are eligible for additional discounts  Search the U.S. Postal Service website for more information

90. 90 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Using Mail Merge  Useful to create a group of documents similar in text  Personalize mail instead of addressing all letters to “Dear patients”  Use for letters, emails, faxes and labels

91. 91 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Summary of Scenario  Make an attempt to get along with all office employees.  Remember that all written communication is a reflection of the physician and practice.

92. 92 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Closing Comments  Make certain that all communication is written in a professional manner.  Office staff members must be able to read what is written many years later.  English skills are vitally important to the medical assistant.