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WRITTEN COMMUNICATIONS Chapter 6. 2 Written Communications Learning Objectives State the importance of good written communication skills to the administrative.

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Presentation on theme: "WRITTEN COMMUNICATIONS Chapter 6. 2 Written Communications Learning Objectives State the importance of good written communication skills to the administrative."— Presentation transcript:

1 WRITTEN COMMUNICATIONS Chapter 6

2 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.

3 Chapter 63 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

4 Chapter 64 Key Terms (cont’d) Return receipt Simplified-style letter Standard punctuation Title page

5 Chapter 65 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

6 Chapter 66 Why Choose Written Communications? To give complex directions or instructions For efficiency To document an event or fact To provide confidentiality

7 Chapter 67 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

8 Chapter 68 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

9 Chapter 69 Letter Styles (cont’d) Simplified style All lines begin at left margin Substitute subject line for salutation Omit complimentary close Use open punctuation

10 Chapter 610 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

11 Chapter 611 Types of Correspondence Letters of acknowledgment Letters of information Referral and consultation letters Follow-up letters Interoffice memorandums

12 Chapter 612 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

13 Chapter 613 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

14 Chapter 614 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

15 Chapter 615 Follow-Up Letters Short reminders Give details of the original request Be clear about the action you want taken

16 Chapter 616 Interoffice Memorandums For internal use Standard headings To, From, Date, Subject, etc. No inside address or complimentary close

17 Chapter 617 Preparing Professional Reports Articles, books, speeches Drafts Double- or triple-spaced Several versions Final manuscript Various formats

18 Chapter 618 Format of Reports Title page Text Page numbering Headings Italics and underscoring Quotations Notes Footnotes or endnotes Illustrations Bibliography Style manuals

19 Chapter 619 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

20 Chapter 620 Proofreading Methods Proofreading on the computer screen Using spell checkers Homonyms such as their/there/they’re Proofreading symbols Standard way of marking corrections

21 Chapter 621 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

22 Chapter 622 Proofreading and Editing Common errors Keyboarding errors Transpositions Spacing errors Edit for Clarity Organization Consistency of format and style

23 Chapter 623 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

24 Chapter 624 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

25 Chapter 625 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

26 Chapter 626 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

27 Chapter 627 Mail Classifications First-class mail Priority Mail Express Mail Overnight delivery Parcel Post Media Mail More information available at

28 Chapter 628 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

29 Chapter 629 Electronic Mail Services Post Electronic Courier Service (PosteCS) Secure transmission over the Internet Electronic track-and-confirm feature Electronic bill paying and stamp purchasing

30 Chapter 630 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

31 Chapter 631 Quiz registered 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.

32 Chapter 632 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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