written communications chapter 6. 2 written communications learning objectives state the importance...
TRANSCRIPT
Chapter 6 2
Written Communications Learning Objectives
State the importance of good written communication skills to the administrative medical assistant.
Compose written communications, applying correct letter formatting and letter styles.
Prepare a professional report. Describe techniques for proofreading and
editing. List the procedures for opening and sorting mail. Describe mail classifications.
Chapter 6 3
Key Terms Annotate Bibliography Block-style letter Certified mail Editing Electronic mail
service Endnotes Express Mail First draft
Footnotes Insured mail Media Mail Modified-block-style
letter Open punctuation Priority Mail Proofreading Registered mail Restricted delivery
Chapter 6 4
Key Terms (cont’d)
Return receipt Simplified-style letter Standard punctuation Title page
Chapter 6 5
Effective Speakingand Writing
Appropriate tone Pleasant, positive, and reassuring
Clear purpose, aim, or goal Directed to the “listener” Correct English
Grammar, spelling, and punctuation Complete information given
Chapter 6 6
Why Choose Written Communications?
To give complex directions or instructions
For efficiency To document an event or fact To provide confidentiality
Chapter 6 7
Letter Styles Block style
All lines begin at left margin
Use standard or open punctuation
Standard punctuation uses colon after salutation and comma after closing
Open punctuation uses no punctuation outside body of letter
Chapter 6 8
Letter Styles (cont’d)
Modified-block style Date, complimentary
close, and signature lines begin at center
Other lines begin at left margin
Paragraphs may be indented
Use standard or open punctuation
Chapter 6 9
Letter Styles (cont’d)
Simplified style All lines begin at left
margin Substitute subject line
for salutation Omit complimentary
close Use open punctuation
Chapter 6 10
Letter Styles (cont’d)
Subsequent pages Use blank paper; do
not use letterhead Use a 1-inch top
margin Page heading
Recipient’s name Date of letter Page number
Chapter 6 11
Types of Correspondence Letters of acknowledgment Letters of information Referral and consultation letters Follow-up letters Interoffice memorandums
Chapter 6 12
Letters of Acknowledgment
Lets sender know that A request is being handled, OR An item has been received
Form letters may be used Written by physician or medical
office assistant Includes
Date item or request was received Description of item received Acknowledgment of inquiry
Chapter 6 13
Letters of Information Clear and complete information Instructions related to treatment
usually signed by physician Other letters may be written and
signed by the administrative medical assistant
Chapter 6 14
Referral and Consultation Letters
Referral letters Physician is transferring patient’s care to
another physician Consultation letters
Physician is asking another physician to examine a patient and report back
Chapter 6 15
Follow-Up Letters Short reminders
Give details of the original request Be clear about the action you want taken
Chapter 6 16
InterofficeMemorandums
For internal use Standard headings
To, From, Date, Subject, etc.
No inside address or complimentary close
Chapter 6 17
PreparingProfessional Reports
Articles, books, speeches Drafts
Double- or triple-spaced Several versions
Final manuscript Various formats
Chapter 6 18
Format of Reports Title page Text
Page numbering Headings Italics and
underscoring Quotations
Notes Footnotes or endnotes
Illustrations Bibliography
Style manuals
Chapter 6 19
Proofreading and Editing
Proofreading The careful reading and examination of a
document for the sole purpose of finding and correcting errors
Editing The assessment of a document to determine
its clarity, consistency, and overall effectiveness
Chapter 6 20
Proofreading Methods Proofreading on the computer screen
Using spell checkers Homonyms such as their/there/they’re
Proofreading symbols Standard way of marking corrections
Chapter 6 21
Proofreading Techniques
Read for content Check for correct grammar, spelling,
punctuation, usage Check the format Check all numbers for accuracy and
consistency of usage style Check important data and facts Use spell check and grammar
features
Chapter 6 22
Proofreading and Editing Common errors
Keyboarding errors Transpositions Spacing errors
Edit for Clarity Organization Consistency of format and style
Chapter 6 23
Processing Mail Important items
Registered or certified mail Overnight delivery service mail
Regular first-class mail Physician’s personal mail Periodicals and newspapers Advertisements Samples
Chapter 6 24
Incoming Mail Sort by category and importance Open all mail not marked
“Personal” Check the contents of the
envelope Attach enclosures
Stamp date of receipt Check to see if envelope must be
kept
Chapter 6 25
Incoming Mail (cont’d)
Attach patient’s chart to correspondence regarding the patient
Pull relevant files for business correspondence
Annotate as necessary Handle routine business matters
Chapter 6 26
Outgoing Mail Professional correspondence
Concerns patients, clinical matters, and research
Business correspondence Concerns management of the office,
insurance companies, suppliers, and patient billing
Personal correspondence Pertains to physician’s personal life
Chapter 6 27
Mail Classifications First-class mail Priority Mail Express Mail
Overnight delivery Parcel Post Media Mail
More information available at www.usps.gov
Chapter 6 28
Mail Services Certified mail
Proof of mailing Record of delivery
Insured mail Up to $5,000
Registered mail Valuables
Return receipt Provides sender with
evidence of delivery
Certificate of mailing Proof of mailing; not
proof of delivery Signature
confirmation Provides date and
time of delivery Restricted delivery
Specific addressee
Chapter 6 29
Electronic Mail Services Post Electronic Courier Service
(PosteCS) Secure transmission over the Internet
Electronic track-and-confirm feature Electronic bill paying and stamp
purchasing
Chapter 6 30
Other Shippers Courier services such as
UPS Federal Express (FedEx) DHL Worldwide Express
Most guarantee next day delivery Second-day air and ground delivery
also available Door-to-door service Web sites to track packages and
calculate fees
Chapter 6 31
Quizregistered
Editing
proofreading
False, that is block style.
The process of checking a document specifically for finding and correcting errors is _____________.
Valuables should be sent __________ mail.
In the modified-block style letter, all lines begin at the left margin. (T/F)
_________ is the assessment of a document to determine its clarity, consistency, and overall effectiveness.
Chapter 6 32
Critical Thinking Why is it important to send letters to
patients rather than simply telephone?
Writing creates a permanent record of the information exchanged with the patient and may be more efficient than oral communication. It preserves patient confidentiality. Mail services such as certified mail or signature confirmation also establish the actions of the physician in contacting the patient.