LESSON 9: Written Communicaiton

Matching: Order of the parts of a business letter

1- Letterhead 2- Date line 3- Inside address 4- Subject line 5- Salutation 6- Body 7- Complimentary closing 8- Keyed signature 9- Reference initials 10- Enclosure notation 11- Copy notation

Processing Incoming Mail

>sorting, opening, recording, annotating, and distributing >A medical assistant should also understand the office policy for sorting and distributing incoming mail. Use a letter opener to open all mail and look into the envelope to make sure that all contents have been removed. Stamp the date it was received in the office, and attach the envelope to the letter with a paper clip. The different types of mail received daily in a medical office are listed below. >Checks from patients >Checks and explanation of benefits from insurance companies >Letters from patients >Invoices, statements and bills >Patients' medical records >Referring physician reports >Laboratory reports >Procedure reports >Professional journals >Advertisements >Magazines for the reception area For offices with EHRs, letters and reports will be scanned into the patients' records after the physician has reviewed and initialed. Letters addressed to a specific staff person, such as the office manager, and confidential letters should not be opened. Instead, deliver the mail directly to the recipient. You've learned a lot so far! If you haven't written many business letters, you may not know what the parts of a business letter are and how they work together. Let's take an in-depth look at that now.

What is the misspelled word in the following? "Cardiac rhythm is regular. There is trace adema bilaterally. There are no carotid bruits."

A Adema. B Rhythm. C Bilaterally. D Bruits. A

What is the process of reading a document and checking for correct grammar, spelling, punctuation, and capitalization?

A Automation. B Keying. C Proofreading. D Composing. C

Which of these words means "a written record of what took place during a meeting"?

A Email. B Memorandum. C Agenda. D Minutes. D

Where would the fax number of the sender of a correspondence be located?

A Keyed signature. B Body of the letter. C Letterhead. D Inside address. C

As a medical assistant, what type of mail should you never open unless you have permission?

A Letters from other physicians. B Letters from insurance companies. C Letters marked personal or confidential. D Letters from lawyers. C

What's the two-letter state abbreviation for Maine?

A ME B MN C MA D MI A

Why is an agenda important for a medical office staff meeting?

A Meetings need direction in order to produce results. B It provides a paper to take notes on. C It's easy to email the agenda to everyone before the meeting. D Having a preplanned agenda keeps the meeting brief. A

Quiz quiz: "Sincerely yours" is an example of what?

A Subject line. B Complimentary closing. C Salutation. D Reference initials. B

What is one reason to use a postscript (abbreviated P.S.) on a letter?

A To express an afterthought. B To identify any enclosures. C To show who composed the letter. D To indicate a continuation page. A

What type of mail should be directed to the billing office?

A Travel magazines. B Medical journals. C Requests for copies of medical records. D Checks from patients. D

Copy Notation

A copy notation lets the recipient know who else is receiving a copy of the letter. If you're sending a copy of the letter to someone else (or to several others), add the notation "cc:" followed by the names of the person or persons who are also receiving copies. Put each recipient of a copy on a separate line. >cc: Alice Aiken, M.D. Grant Pitt Timothy Walters

Keyed Signature

A printed signature line is a courtesy to the reader in case the handwritten signature isn't legible. Type the signature at least four lines below the complimentary closing. If you wish, you can add the title or position of the sender underneath the printed signature. >Roger Barnett, M.D.Associate Professor of Neurosurgery >Darlene Fisher, M.D.Chief of Medical Staff

Format for Meeting Minutes

A standard format for the minutes would include . . . >The names of those in attendance >The reading and approval of the minutes from the last meeting >The status of old or unfinished business >New business, announcements, and concerns This is similar to the agenda I just described, but an agenda is a summary of what's going to happen in a meeting, and minutes are a summary of what actually happened.

Parts of a Typical Agenda

A typical agenda includes: >Welcome >Attendance >Reading of minutes of previous meeting >Unfinished business >New business >Topics discussed at each meeting Adjournment Topics that should be a part of each staff meeting might include HIPAA compliance issues, infection control, and the financial status of the practice.

Quiz: What's the difference between meeting minutes and a meeting agenda?

A. A meeting agenda comes before the meeting, while meeting notes come after. B. Meeting minutes summarize what's going to happen at a meeting, while a meeting agenda summarizes what actually happened. C. A meeting agenda is more formal, and meeting minutes are less formal. D. A meeting agenda describes issues and problems in detail, while meeting minutes are brief and can be read in a minute or two. A

Which of these is an appropriate subject heading for an email you'd send as part of your job?

A. HIPAA COMPLIANCE UPDATE B. Alexander Higgins lab results delayed C. Early closing for holiday weekend :-) D. Pnumonia diagnosis E. None of these. There's no need to include subject headings in work emails. B

QUIZ: Why is it important to write clear, concise, accurate letters while you're at work?

A. People will be impressed with your command of highly technical language. B. Doing so makes your boss look good. C. People will be impressed that you've included as many details as possible. D. It saves time if you get the message right the first time so you don't have to send a second letter clarifying what you want. D *Accurate spelling and careful proofreading will help you write top-quality letters and emails

Which of these is the correct way to write a date on a business letter?

A. You don't need to include the date in a business letter. B. June 11, 2017 C. 6/11/2017 B

Address Format

Automated mail processing machines, not people, read addresses. If you follow the format shown here when you address an envelope, your letter or package is a lot more likely to reach its destination. Address component: Name or attention line: Example: MS SARAH ASHER Address component: Company: Example: BLUE CROSS BLUE SHIELD OF NORTH CAROLINA Address component: Address: Example: 6300 CAPITAL BOULEVARD Address component: City, State, ZIP Example: RALEIGH NC 27616-2578 If you don't know the ZIP code, you can look it up at the United States Postal Service website (in the Resources for Further Learning section). In many cases, the USPS site will give you the five digits of the ZIP code plus an extra four digits that specifies a much smaller location—such as one building or even one floor of a building. Using the extra four digits can get your letter there faster.

Why Does Accurate Spelling Matter?

Be careful about relying on the spell-check function of your word processing software. If you mistakenly key in "A SPAT complete blood count was ordered" instead of "A STAT complete blood count was ordered," the spell-checker won't detect the error because the incorrect term is an actual word. Nor can a spell-checker distinguish between homonyms (words that sound the same but have different meanings), such as "humorous" and "humerus". The spell-checker comes in handy, but it doesn't replace careful and thorough proofreading.

Small Errors Matter

Before you present any correspondence to a doctor for his or her signature, you've got to proofread the document. Remember, if there are errors in written communications, patients may also mistrust the quality of the care. Your textbook has a list of frequently misspelled words and a list of frequently misused words, so please check those out. Common errors in written correspondence include the following. Click on the errors to reveal the correct written communication. >Sentence fragments. Make sure each sentence can stand alone as an independent thought *Topic- When the appointment was over. Information- She requested a work excuse when the appointment was over. >Omitted commas. Use commas to prevent confusion, separate items in a series, or between two independent clauses separated by and, but, or, for, nor, yet, so. *Topic- While they are eating family should wait in the lobby. Information-While they are eating, family should wait in the lobby. *Topic- The patient's diagnoses are sickle cell anemia hypertension asthma and osteoarthritis. Information- The patient's diagnoses are sickle cell anemia, hypertension, asthma, and osteoarthritis. *Topic- He was admitted to the hospital last year and he underwent a right knee replacement. Information- He was admitted to the hospital last year, and he underwent a right knee replacement. >Apostrophe errors. Be careful with it's/its, you're/your, they're/their, we're/were and who's/whose. *Topic- Its not a good idea to drink sugary soda. Information- It's not a good idea to drink sugary soda. *Topic- Their admitting him to the hospital tonight. Information- They're admitting him to the hospital tonight. >Easily confused words. Use a dictionary to make the right choice. *Topic-The patient should follow my advise and stick to a 1200-calorie diet. Information-The patient should follow my advice and stick to a 1200-calorie diet. *Topic- The patient was told to loose 10 pounds in the next month. Information- The patient was told to lose 10 pounds in the next month.

Why Does Written Communication Matter?

Effective communication is the foundation of a medical practice. And communication not only involves verbal and listening skills, as you learned in earlier lessons, but also written messages. Accurate and appropriate written correspondence conveys a professional image of your employer and of you. When correspondence is clear, concise, courteous, and error-free, people are more likely to consider the physician to be organized and competent. Written communication also provides a permanent record in the event of a lawsuit, so it's important to use careful and accurate wording.

In a business letter, get to the point by the last paragraph.

FALSE (GET TO THE POINT IN THE FIRST PARAGRAPH)

Include a subject line in every business letter.

FALSE (Subject lines are optional for business letters but required for business emails.)

You can rely on your computer's spell-checker to find all misspelled words.

FALSE (Your spell-checker doesn't know some medical terms and won't flag a misused word that's spelled correctly.)

Quiz: In most formal meetings, new business comes first

False (People usually discuss unfinished business before moving on to new business.)

Distribute an action report within 48 hours.

False (its within 24 hours)

Tips for Professional Email

Follow these tips to ensure that each email you send creates a positive impression. >Reply within one business day. >Include a subject line that's clear and specific about the content of the email. >Emails are a very efficient means of communication. Keep them brief, but provide all important details. >When making points, number or bullet each point. >Don't put words in ALL CAPS. That's the digital equivalent of yelling. >Emoticons, smiley faces, emoji, and colorful backgrounds aren't appropriate. >Don't use chat abbreviations such as "smh" for "shaking my head." >Use the "high priority" option sparingly. >Don't forward an email unless you have the sender's permission. >Include your name at the bottom of the email. The recipient may not recognize your email address. >Proofread your email, checking for spelling and grammar mistakes.

Enclosure Notation

If you're including something other than the letter in the envelope, add an enclosure notation two lines below the reference initials. This notifies the recipient that separate materials, such as patient records, are included with the letter. Specify how many enclosures there are. >Enclosure >Enclosures (3)

Complimentary Closing

Indent the closing phrase so it's at the center of your page. Capitalize only the first word of the closing, and include a comma at the end. The style you can use in the complimentary close can vary in formality depending on how well you know the person you're writing to. >Very formal Respectfully, >Somewhat formal Sincerely yours, or Sincerely, >Informal Best wishes, or Thank you,

Creating an Action Report

Most meetings should produce an action report―something that states what will be done, who will do it, and when it will be completed. Distribute action reports within 24 hours of the meeting. That way everyone who attended will understand what responsibilities and deadlines they have.

Differences Between Business Email and Social Email

Just about all of us use email in our day-to-day lives. As we discussed in an earlier lesson, patient portals now allow patients to exchange emails with their healthcare provider and staff. Whenever you send an email on the job, you're representing your employer and your colleagues. A workplace email is much different from a social email. It's fine to use abbreviations such as LOL (laughing out loud) or smh (shaking my head) when you're sending a message from your home account to your Aunt Muriel. But when you're working in a healthcare environment, it's essential that your emails be accurate, appropriate, and professional.

Helpful Tips for Business Correspondence

Maybe you're a terrific writer already—you're great at sending email, and people tell you they love to read the holiday letter you send out each year. But there's a difference between social correspondence and professional correspondence. Patients, colleagues, and consultants expect you to follow these guidelines while you're at work. >Get to the point in the first paragraph. >Include all the necessary information. You shouldn't need to send a second letter to clarify the first one. >Make the content clear and direct to avoid any misunderstanding. >Use language that the reader will understand. >Use proper punctuation, spelling, grammar, and sentence structure. >Proofread the finished letter carefully.

Examples of Letters

Medical office correspondence is often in the form of letters and email. Here are some examples of letters that you may need to compose on the job. >A billing specialist sends a letter to an insurance company to appeal a payment decision. >The provider that you work for responds to a Medicare inquiry. >A consultant sends a letter to the referring physician regarding the assessment of the patient. >A provider sends a new patient a welcome letter. >One of your patients asks for a medical letter to keep a utility company from shutting off service. >Workers' compensation requests a summary of the patient's condition. >A former employee asks for a letter of recommendation. Once you've finished this lesson, you'll have a much better idea of what is appropriate and inappropriate to include in these letters.

Meeting Minutes

Medical practices often have several types of meetings: staff meetings, other planned meetings, and emergency meetings. A written record of what happened during a meeting is called the minutes. Minutes provide a record of all decisions made at the meeting, and they also provide details of the meeting to anyone unable to attend.

Why Create a Meeting Agenda?

Meetings need direction if they're going to produce results. An agenda structures the content and the flow of the meeting. The agenda outlines key topics to be covered and allows each staff member to arrive prepared with input or questions related to the topics. If a meeting strays from the relevant topics, participants may become disengaged . . . and that means they're less likely to attend future meetings.

Reference Initials

Near the bottom of the letter should be reference initials. Put the initials of the person signing the letter first in uppercase letters, add a colon (:) or a slash mark (/), and then put your initials in lowercase letters. >Roger Barnett, M.D.Associate Professor of NeurosurgeryRB:ns >Darlene Fisher, M.D.Chief of Medical StaffDF:kem Reference initials are helpful if someone else has a question about the letter and needs to figure out who typed it or keyed it in, as opposed to who signed it. Your initials will be on every business letter you send . . . and that's one more reason to make sure that every letter is as accurate as you can make it!

Which part of the letter appears at the top?

THE LETTERHEAD

An agenda structures the flow and content of an upcoming meeting.

TRUE

QUIZ: Smiley faces and other emoticons and emoji are fine in social email.

TRUE

Body of the Letter

The body is where you write the content of the letter, and that content should be clear and concise. Single-space each paragraph, and put a line of blank space between paragraphs. You can either indent the first line of each paragraph five spaces or leave it lined up with the left margin. However, whichever style you choose, be consistent for each paragraph in the letter. Your textbook includes examples of business letters, so please check those out.

Date Line

The date is usually two to three lines below the letterhead. Always write this out—July 8, 2017 rather than 07/08/17. Otherwise you might accidentally transpose the month and day.

Inside Address

The inside address lines up with the left margin and includes the name and address of the recipient of the letter. To write the outside address, use the U.S. Postal Service format, which we'll discuss later on in this lesson. Include either a personal title (Dr., Mr., Mrs., or Ms.) or a credential (M.D., D.O., D.C., D.P.M.). Don't include both. Addressing a recipient as Dr. Monica Akitunde, M.D. or Mr. Cameron McSorley, Esq. is confusing. Here are what some common credentials mean. Credentials: M.D. Meaning: Doctor of medicine (from the Latin medicinae doctor) Credentials: D.O. Meaning: Doctor of Osteopathic Medicine Credentials: D.C. Meaning: Doctor of Chiropractic Credentials: D.P.M. Meaning: Doctor of Podiatric Medicine Credentials: R.N. Meaning: Registered Nurse Credentials: L.P.N. Meaning: Licensed Practical Nurse (can perform simple medical tasks if supervised by a doctor or a registered nurse) Credentials: Esq. Meaning: Esquire (this title indicates that the person is a lawyer)

Components of a Professional Letter: Letterhead

The letterhead is information printed at the top of the stationery that contains the following information about the sender of the correspondence: >Name >Address >Phone >Fax >Email >Logo, if used

Salutation

The salutation (or greeting) is lined up with the left margin on the second line below the inside address or subject line. It begins with "Dear" and includes the person's title and last name. Use the person's title and last name, and end the line with a colon. >Dear Dr. Hammond: If you typically address the person by his or her first name, it is acceptable to use the first name only in the salutation. >Dear Maxine: If you're unsure whether the person is male or female, use the full name in a salutation. >Dear Taylor Smith:

Subject Line

The subject line isn't necessary, but it can be helpful to immediately convey the subject of the letter. If you use a subject line, line it up with the left margin on the second line below the inside address. Subject lines start with "Re:" which means "In regards to." The subject line should be brief and to the point. A patient's name is often on the subject line. Other examples include: >Re: Vacation Schedule >Re: Medicare Policy Changes >Re: ICD-10 Training

Other examples of misspelled topics: They are examples and you have to find which ones are misspelled (have not done it yet)

Topic- Lab tests revealed a (staphylococcous, staphylococcus) infection Information- Staphylococcus is a type of bacteria. Topic- The operation on the patient's (ileum, illeum) was successful. Information- The ileum is part of the small intestine. Topic- In childhood, the patient was diagnosed with (rheumatic, roomatic) fever. Information-A rheumatic illness affects joints and muscles. Topic- The patient's (cirosis, cirrhosis) is advanced. Information- Cirrhosis means scarring of the liver. Topic- Please resend the prescription, as your earlier fax was (eligible, illegible). Information- Illegible is correct here. It means impossible to read. Eligible means having the right to do something or get something. Topic- Three (patients, patience) have reported food poisoning. Information- Patients is correct. Patients are the sick people who visit healthcare providers. Patience means able to deal with delays or suffering. Topic- The burn should (heel, heal) within three weeks.Heal is correct in this sentence. Information- To heal means to become healthy again. Your heel is part of your foot. Topic- I advised the patient to (insure, ensure) his health. Information- Insure is the right choice here. When you insure your health, you buy a policy that pays for part of your medical care. To ensure is to make certain that something happens.

Tips for Addressing Mail

Use these tips for addressing correspondence to prevent your mail from becoming delayed or misrouted. >All capital letters >No punctuation >Simple type fonts or legible handwriting >One space between city and state >Use the official two-letter state abbreviations. >Two spaces between state and ZIP code >If the address appears inside a window, make sure the address doesn't slip out of view.

How soon should you reply to a business-related email?

Within one business day if possible (You may be in a meeting, or you may need to gather information before you can give an accurate reply.)

If you're typing or keyboarding a business letter for someone else, what should you add to it so that the reader knows who typed it?

reference initials

a b s e s s

false

c o l l o n o s c o p y

false

h e m o r h a g e

false

o p t h a l m o l o g y

false

QUIZ FOR SPELLING: p e r s c r i p t i o n

false (spelled prescription)

It's important to create an agenda after the meeting ends.

false (you create an action report after the meeting ends)

A l z h e i m e r ' s

true

c i r r h o s i s

true

p n e u m o n i a

true

s e d e n t a r y

true

t a c h y c a r d i a

true

An agenda is a summary of what's going to happen in a meeting.

true (Agendas are an important part of planning meetings.)

Minutes are a written record of what happened during the meeting.

true (Minutes are an important part of documenting meetings.)