Chapter 10: Written and Electronic Communication

What correspondence supplies might a medical assistant be responsible for ordering?

- Statements -envelopes -Labels -invoices -letterhead paper

When you start a new thought, start a new paragraph as well. Create a clean, concise letter by:

- Stating the purpose of the letter in the first sentence -Discussing one topic at a time -Changing paragraphs when you change topics or ideas -Listing events in chronological order -Sticking to the subject -Carefully selecting words

Capitalization

- proper names - all titles, positions, or indications of family relation when preceding a proper name or in place of a proper noun - Days of the week, months, holidays - names of organizations and membership designations -racial, religous, and political designaitons - adjectives, nouns, and verbs that are derived from proper nouns - Specific addresses and geographic locations -Sums of money written in legal or business documents - Titles, headings of books, magazines, and newspapers

Plurals

-Add s or es to most singular nouns - With medical terms ending in is, drop the us abd add es: metastasis/metastases - With terms ending in um, drop the um and add a: diverticulum/diverticula - With terms ending in us, drop the us and add i: calculus/calculi (with the exception of virus/viruses and sinus/sinuses -With terms ending in a, keep the a and add e: vertebra/vertebrae

Guidelines for effective writing

-Before you write, know the type of person to whom you are writing so you can decide if the tone should be formal or more relaxed - Know the purpose of the letter before you begin, and make sure your letter accurately conveys that purpose - Be concise, use short sentences, be brief and be specific - Show clarity in your writing -Use the active voice whenever possible. Voice shows whether the subject of a sentence is acting or is being acted upon. - Use the passive voice, however, to soften the impact of negative news

The following management tools will help you to manage your inbox and your saved emails

-Check your office email regularly, emptying any unwanted emails -Do not open any unidentifiable e-mails, even if they appear to be sent from someone you trust

Which parts of a letter are placed at the left margin in the modified-block style?

-Identification line and notations

The purpose of most patient medical correspondence is to explain, clarify, or give instructions or other info. Including:

-Letters of referral -Letters about scheduling, canceling, or rescheduling appointments -Patients reports for insurance companies -Instructions for examinations or laboratory tests -Answers to billing questions -Cover letters or form letters to order supplies, equipment, or magazine subscriptions

which of the following are included in the notation section of a business letter?

-Names of other people who will be recieving copies of the letter -Number of enclosures

If there is no subject line topic, contact the sender by simply hitting reply (without opening the contents) to see if that person actually sent it or if it is spam. The office should have up-to-date antivirus software running, but always be cautious of unsolicited emails.

-Set up subfolders for emails that have to be kept for an indefinite period of time -Set time limits for deleting or retaining messages -Save all email responses that contain protected health info (PHI)

Letter Format

-The margin is the space around the edges of a form or letter that is left blank. The standard setting for margins in business correspondence is 1 nich (left and right margins) for paper - Roughly vertically center the letter on the page according to the length of the letter on the page according to the length of the paper. For shorter letters, you can use wider margins and start the address farther down the page. For longer letters, use standard margins but start higher up on the page. - Single-space the body of the letter. Double space between paragraphs or parts of the letter - Use short sentences (no more than 20 words on average) -Include at least two or three sentences in each paragraph -Avoid long paragraphs;use paragraphs of fewer than 10 lines

Inside Addresses should include

-key, or type, the inside address on the left margin, two to four lines down from the date. It should be two, three, or four lines in length. -Include a courtesy title and the intended recipient's full name. (Mr, Ms, Mrs) -Include the intended receiver's title on the same line with the name, separated by a comma, or on the line below it -Include the company name, if applicable -Use numerals for the street address, except the single numbers one through nine, which should be spelled out -Spell out numerical names of streets if they are numbers less than ten -Spell out the words Street, Drive, and so on -Include the full city name and do not abbreviate -Use the two-letter state abbreviation recommended by the USPS -Leave one space between the state and the zip code; include the zip + 4 code if known

A medical assistant is responsible for creating which types of correspondence?

-letters of referal - letters about scheduling, canceling, or researching appointments -patient reports for insurance companies instructions for examinations or laboratory tests -Answers to insurance or biling questions -Cover letters or form letters to order supplies, equipment, or magazine subscriptions

What is the standard setting for the margins in business correspondence?

1 inch

Address order

1. Addressee's name 2. Addressee's department 3. Addressee's company 4. Street address and post office box number 5. city, state, and zipcode

The address block

1. Addressee's name 2. Addressee's department 3. Addressee's company 4. Street address or post office box number 5. City, state, and zip code

Sorting and Opening Mail

1. Check the address on each letter orpackage to be sure that it has been delivered to the correct location. 2. Sort the mail into piles according to priority and type of mail. Your system may include the following: -Top priority (items that were sent for overnight delivery , in addition to items sent by registered or certified mail delivery. - Second priority (personal or confidential mail) -Third priority (first-class mail, airmail, and Priority Mail items. Should be divided into payments recieved, insurance forms, reports, and other correspondence. -Fourth priority (packages) -Fifth priority (magazines and newspapers) -Sixth priority (advertisements and catalogs)

Steps for sorting and opening mail

1. Check the mail was delivered to the correct address 2. Sort mail into piles according to priority 3.Set aside mail labeled "confidential" 4. Open all letters 5. Compare the number of enclosures with the number listed on the lettter 6. Stamp each piece of correspndence with the date to document its receipt

Standard, or letter-size, paper is 8.5 x _______ inches and ised used for most general business documents

11

The signature block is located ________ lines below the complimentary closing

3 to 4

What is the first step in preparing a professional-looking document?

Choosing the right supplies

Content

A business letter should contain all the necessary info the writer intends to convey. The content of a letter should follow a logical thought pattern. Place related thoughts and ideas in paragraphs, with one paragraph for each thought or idea. A paragraph should include the message you want to convey and any supporting info.

What helps to create orofessional correspondence that refelcts well on a practice?

Clear language and the active voice

Physician's Desk Reference (PDR)

A reference manual of medications. Provides up to date info on both prescription and nonprescription OTC drugs. Used to find the correct spelling of a particular drug or for other info about its usage, side effects, contraindictions, and other info.

Salutation

A written greeting such as "Dear"- followed by Mr., Ms., etc. and the person's last name. The salutation should be keyed at the left margin on the second line below the inside address. A colon should follow. When you do not know the name, it is becoming common practice to use the business title or department in the salutation, as in "Dear Sir:" or "Dear Laboratory Director:" or "Dear Claims Representative." This avoids confusion if you do not know the gender of a person.

Electronic Media and E-mail to Patients

According to HIPPA law, transmissions that are physically removed from one location to another using magnetic tape, disk, compact disk, or any other portable computer drive are considered electronic media. When used to transport patient info, the portable device and the info it contains must be handled in the same confidental manner as patient paper records. All patient info, regardless of the form, is protected by HIPPA law and is to be guarded by the healthcare provider. The same hilds true for the email transmissions to and from patients. E-mails are not considered a secure method of communication because like cell phones, info can be intercepted and so received by someone who was not eh intended recipient. Before undertaking e-mail communication with a patient be sure to have a signed written consent for e-mail communication on file.

Invoices and Statements

An invoice lists a product or service rendered and is used when billing for that product and service. A statement is a summary of total amounts owed, including outstanding charges as well as payments recieved. Patient statements include items such as services renderd, payments recieved, and outstanding balances. There are different types of statements: preprinted statements, computer-generated statements, and superbills (encounter forms).

Processing Incoming Mail

An office often has an established procedure for handling the mail. It is bst to set aside a specific time of the day to process all the imcoming mail at once rather than trying to do a little bit at a time. Although it sounds simple, processing mail involves the following steps: 1.Sorting 2.Opening 3.Recording 4.Annotating 5. Distributing

Notations

Are at the bottom of the letter and may include an identification of any items enclosed with the letter (enclosures) and names the initials of other people to whom a copy of the letter is being sent. Examples include office brochures, appointment cards, and forms that the patient should complete.

Interoffice Memoranda (Memos)

Are periodically used by medical offices, clinics, and hospitals. Most word processing software has templates for formatting interoffice memos. Memos generally facilitate informal written communication within an office.

editing

Checking a document for factual accuracy and logical flow.

Proofreading

Checking a document for grammar, spelling, accuracy, logical flow, clarity, and format errors.

Signature block

Contain the writer's name on the first line and the writer's business title on the second line. The block is aligned with the complimentary closing and typed three to four lines below it, to allow space for the signature. It is located 3 to 4 lines below the complimentary closing

Inside Address

Contains all the necessary information for the letter's correct delivery to the intended recipient. It spells out the name and address of the person to whom the letter is being sent.

What info does an inside address contain?

Courtesy title

Modified-Block Style

Dateline, complimentary closing, and signature block are aligned and begin at the center, or slightly to the right of the center, and has a traditional, balanced appearance.

Editing

Ensures that a document is accurate, clear, and complete; organized logically; and written in an appropriate style. Checking for factual accuracy, logical flow, conciseness, clarity, and tone.

Mechanical Errors

Errors in spelling, grammar, punctuation, spacing between words, and division of words. Make sure that your word processing spell-checker includes a medical terminology dictionary; otherwise, medical terms may be overlooked. Mechanical errors also include reversing words or characters, typing them twice, or ommiting them altogether.

Most letters, postcard, and invoices generated in a medical office are sent by _______ mail.

First class mial

Where are notations located in a business letter?

Flush left, two lines below the identification line

Style

Use a writing style that is appropriate to the reader. A letter to a patient is likely to require a different style than one written to a healthcare provider.

Medical dictionary

For medical terms that are unfamiliar

First Class Mail

Most correspondence generated in a medical office-letters, postcards, and invoices- is sent by first-class mail. Items must weigh 11 ounces or less to be considered first-class.

Which of the following is placed at the left margin in Modified-block style with indented paragraphs?

Identification line

A notation section of a business letter should include:

If the letter includes enclosures, type "Enc, "Encl", or "Ends". Flush left, two lines below the identification line. Check your office style to determine whether to use punctuation. Then list the items that are being enclosed with the letter. When noting copies sent to other recipients, use a separate line two lines below the enclosure line and begin with the line "C" or "c". Follow this with the names and titles or in some cases the initials, of people who will receive copies of the letter.

Signing Letters

If you have been authorized to sign letters, you should sign the practitioner's name and place your initals after the provider's signature. If the provider prefers to sign all letters, you should place the letter on her desk in a file folder marked "For Your Signature."

Where is the salutation in a business letter?

In the left margin on the second line below the inside address, followed by a colon.

Which of the following are uses for Excel databases in medical correspondence?

Inserting info in templates and printing address labels

Data Errors

Involve mistyping monetary or other figures, such as the balance on a patient statement.

Simplified Style

Is a modification of the full-block style. The salutation is omitted, eliminating the need for a courtesy title. A subject line in all capital letters is placed between the address and the body of the letter. The subject line summarizes the letter's main point but does not actually use the word subject. All text is typed flush left, the complimentary closing is omitted, and the sender's name and title are typed in capital letters in a single line at the end of the letter. This letter style is easy and quick to type but in most medical office situations it may be too informal.

Managing emails

Is imperative on a professional level. Most offices limit the amount of storage each user has, so it is important to manage the documents you send, revieve, keep and delete so that documents and emails that may be needed later are not inadvertenly "lost in the system."

Why is it important for a medical assistant to learm to create, send , and recieve correspondence?

It ensures postive, effective communication between your office and others. It is one of the important means of communicating a professional image of the medical office.

Recording

Keep a log of each day's mail. This daily record lists the mail recieved and indicates follow-up correspondence and the date correspondence is completed. This method helps in tracing items and keeping track of correspondence.

Using a Letter-Folding and Inserting Machine

Large offices and hospitals often have letter-folding equipment, which can help minimize the amount of time staff spends preparing large volumes of outgoing mail. Letter folders also are used for creating folded brochures. In addition to folding letters, a mechanical practice may use folding and inserting machines for a variety of items, including invoices, newsletters, checks, statements, letters, and flyers.

signature block

writer's name and business title

Language usage

Make sure all sentences are complete and if they are the best way to convey what you are saying. Do the word choices reflect the tone of the document?

What are three types of proofreading errors?

Mechanical, data and formatting

In order for OCRs to read properly, what size envelopes should be used?

No smaller than 3.5 by 5 inches and no larger than 6.0 by 11.5

Which envelopes are used for mailing invoices and statements?

No. 6 to No.10

Certified Mail

Offers a guarantee that the item has been mailed and received by the correct party - requires a signature upon delivery. The card should be added to the patient' sfile and combined with return receipt, this document is evidence that the document was not only mailed but also received.

Where is the inside address in a business letter?

On the left margin,2-4 spaces down from the date

Full-Block Style

Or the block style, is typed with all lines flush left. This style may include a subject line two lines below the salutation. Block style letters are quick and easy towrite because all lines begin at the left margin. It is one of the most common formats used in the medical office.

How does the modified-block style with indented paragraphs differ from the traditional modified-block style?

Paragraphs are indented 1/2 an inch

English grammar manual

Questions about punctuation or capitalization

Tools for editing and proof reading

Reference books, up-to-date dictionaries, medical dictionaries, and a Physicians Desk Reference (PDR)

Letterhead

Refers to formal business stationery on which the practice name and address are printed at the top, often with the names of the associates in the practice included. In most cases, the office phone and fax numbers are listed along with the office website info and email address. Letterhead is used for all professional, written correspondence coming from the office, but it is important to note that letterhead is used only for the first letter of the page.

Registerd Mail

Send items that are valuable, irreplaceable, or otherwise important. Provides the sender with evidence of mailing and delivery. It also provides the security that an item is being tracked as it is transported through the postal system.

Subject Line

Sometimes used to bring the subject of the letter to the reader's attention. The subject line is not required, but if it is used, it should be keyed on the second line below the salutation. The subject line may flush with the left margin, indented five spaces, or centered on the page. The subject line should be limited to two or three words and should be keyed in all capital letters to caputure the reader's attention.

Which of the following are used for envelopes with a transparent window?

Statements and invoices

In what ways should envelopes match the stationery used?

Stock and Quality

Mailing Equipment and Supplies

The USPS provides forms, labels, and packaging for items that need special attention, such as airmail, Priority Mail, Priority Express, certified mail, or registered mail. Private delivery companies, such as United Parcel Service (UPS) and Federal Express (FedEX), also provide shipping supplies to their customers.

How would the style of a letter to a patient differ from that of a letter to a physician?

The letter to the physician would contain proper medical terminology

Priority Mail Express

The quickest USPS service guarantees overnight delivery. Deliveries are made 365 days a year though rate vary depending on the weight and specific service.

Effective Writing

The recipient will form a fairly quick impression of the practitioner or the office based on the appearance of the document and the way the message in the document makes the recipient feel, be it in a letter, patient instructions, or even an e-mail. All written communication must be clear and well written, and it must politely and concisely convey the apporpriate info to the recipient. To create effective, professional correspondence that refelcts well on the practice, be sure that you use clear and concise language, the active voice, and an appropriate style.

Formatting Errors

These errors involve the positioning of the various parts of a letter. They may include errors in indenting, line length, or line spacing. To avoid these errors take the following two steps: 1. Scan the letter to make sure that the indentions are consistent, that the spacing is correct, and that the text is centered from left to right and top to bottom. 2. Follow the office style consistently throughout the document

mixed punctuation

This style includes the following punctutation marks used in specific instances: -A colon after Attention in the attention line - A colon after the salutation - A comma after the complimentary closing -A colon or period after the enclosure notation -A colon after the copy notation

Open Punctuation

This style uses no punctuation after the following items when they appear in a letter: -The word Attention in the attention line -The salutation -The signature block -The enclosure and copy notations

Types of priority mail

Top priority- overnight mail second priority-confidential mail third priority-first class mail fourth priority- packages fifth- magazines and newspapers

Punctuation Styles

Two different punctuation styles are used in correspondence: Open punctuation and Mixed punctuation

Attention line

Used when a letter is addressed to a company but sent to the attention of a particular individual. If you do not know the individual's name, call the company directly to inquire about the appropriate contact person's name. A colon between the word (attention) and the person's name is optional. Place the attention line two lines below the inside address.

Priority Mail

Useful for heavier items that require quicker delivery than is available for Standard Past. Any first-class item that weighs up to 70 pounds requires Priority Mail service. Although the rate for Priority Mail varies with the item's weight and the distance it must travel, the USPS offers a flate rate for all material that can fit into its special Priority Mail envelopes and boxes, regardless of weight. The USPS guarantees delivery takes 1 to 3 business days and is tracked using the USPS Tracking system.

optical character readers (OCR)

What the USPS uses to help the speed mail processing

Labels

You may choose to set up a system for frequently used labels. Many practices write insurance inquiries and other business letters to the same address repeatedly. For fast and easy access, it is helpful to print out labels of the same address a full page at a time. Pages of labels can be then stored in alphabetized folders near the transcription desk. Excel databases can also be set up to print labels and to insert names and addresses in standardized formats known as templates.

If a letter needs to have the address face out a business envelope window, it should be folded into which shape?

Z

What is the correct way to show ownership with singular nouns

add an apotrophe followed by an "s"

proofreading

checking a document for grammatical, spelling, and formatting errors

In an idenification line, the typist's initals are followed by a slash or a

colon

prepositions

connect words demonstrating a relationship between nouns, pronouns, or other words (at, by, from, on, to , of, into, with)

noun

describe a person, place, thing, concept, thought, or idea (medical assistant)

verbs

describe movement or expresses a condition or a state. (speak,walk, type,laugh,etc.)

adjectives

describe nouns and pronouns or explain which one, how many, or what kind. They also include articles that introduce nouns. (talented, playful, musical)

adverbs

describe verbs, adjectives, or other adverbs and explain when, where, how, and to what extent (slowly, always, truly)

Full-block letter style may include a subject line 2 lines below the

salutation

In a simplified letter style, which part of the letter is ommited?

salutation

notations are located

flush left, two lines below the identification line

thesaurus

for synonyms of a word you are using

Where is the writer's or sender's business title located in a signature block?

second line

conjunctions

join words or phrases together (an, or, nor, but)

What letterhead is most commonly used for lengthy official documents and measures 8.5 x 14 inches?

legal

Which of the following is a plural word?

metastases

inside address

name and address of the person to whom a letter is being sent.

Info that appears on business letterhead

office name and address

interjections

shoe string feeling or emotion. Often used followed by an exclamation point or a comma if used in professional writing. (HELP!!!CALL 911!!!)

Superbills or encounter forms are examples of

statements

clarity

stating a message so that it can be understood easily

Most word processing software ____ for formatting interoffice memos

templates

Annotating

to underline or highlight key points of the letter or to write reminders, comments, or suggested actions in the margins or on self-adhesive notes

consice

using brief, specific sentences