1. WRITTEN COMMUNICATIONS
Chapter 6
WRITTEN COMMUNICATIONS

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.
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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
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4. Key Terms (cont’d) Return receipt Simplified-style letter
Standard punctuation
Title page
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5. Effective Speaking and 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
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6. Why Choose Written Communications?
To give complex directions or instructions
For efficiency
To document an event or fact
To provide confidentiality
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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
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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
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9. Letter Styles (cont’d)
Simplified style
All lines begin at left margin
Substitute subject line for salutation
Omit complimentary close
Use open punctuation
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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
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11. Types of Correspondence
Letters of acknowledgment
Letters of information
Referral and consultation letters
Follow-up letters
Interoffice memorandums
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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
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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
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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
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15. Follow-Up Letters Short reminders Give details of the original request
Be clear about the action you want taken
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16. Interoffice Memorandums
For internal use
Standard headings
To, From, Date, Subject, etc.
No inside address or complimentary close
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17. Preparing Professional Reports
Articles, books, speeches
Drafts
Double- or triple-spaced
Several versions
Final manuscript
Various formats
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18. Format of Reports Title page Text Notes Illustrations Bibliography
Page numbering
Headings
Italics and underscoring
Quotations
Notes
Footnotes or endnotes
Illustrations
Bibliography
Style manuals
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19. Proofreading and Editing
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
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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
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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
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22. Proofreading and Editing
Common errors
Keyboarding errors
Transpositions
Spacing errors
Edit for
Clarity
Organization
Consistency of format and style
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23. Processing Mail Important items Regular first-class mail
Registered or certified mail
Overnight delivery service mail
Regular first-class mail
Physician’s personal mail
Periodicals and newspapers
Advertisements
Samples
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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
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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
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26. Outgoing Mail Professional correspondence Business 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
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27. Mail Classifications First-class mail Priority Mail Express Mail
Overnight delivery
Parcel Post
Media Mail
More information available at
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28. Mail Services Certified mail Insured mail Registered 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
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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
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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
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31. False, that is block style.
Quiz
Valuables should be sent __________ mail.
registered
The process of checking a document specifically for finding and correcting errors is _____________.
proofreading
_________ is the assessment of a document to determine its clarity, consistency, and overall effectiveness.
Editing
In the modified-block style letter, all lines begin at the left margin. (T/F)
False, that is block style.
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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.
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