1. OFFICE COMMUNICATIONS Chapter 3 © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED

2. LEARNING OUTCOMES: WHEN YOU FINISH THIS CHAPTER YOU WILL BE ABLE TO 3.1 List the steps of the communication cycle and give an example of a barrier to each step. 3.2 Explain how the verbal message is affected by nonverbal communication. 3.3 Apply effective written communication techniques to compose written medical office correspondence. 3.4 Explain how proper triage of patients during a phone conversation can assist the office environment. 3.5 Recall and explain two different types of scheduling options and provide examples of practices that would be most suited to each of the schedules. 3.6 Recall 5 of the 10 steps in processing incoming mail and discuss related safety recommendations. © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-2

3. annotate decodingExpress Mail bibliographyDelivery on Confirmation feedback bound printed matterdouble booking appointments first class mail Certificate of mailingeditingfirst draft Certified Mail encodingfootnote chief complaint/CCendnotesinsured mail cluster schedulingemergencyMedia Mail Collect on deliveryestablished patient (EP) message modified block style letter Priority Mailtelephone etiquette new patient (NP)proofreadingtitle page no showsregistered mailtriage optical character reader (OCR) Restricted Delivery urgent open/fixed office hours return receiptwave scheduling open punctuationscreening callsZIP Parcel PostSignature Confirmation of Delivery ZIP+4 POSTNET Special Handling © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED KEY TERMS 3-3

4. CHAPTER KEY TERMS annotate --writes necessary or helpful notes in the margin or on an attached self-stick note bibliography -- All the works consulted by the writer, including items given in notes, are listed, alphabetically by author bound printed matter -- classification of mail is used for any material permanently bound by materials such as glue, staples, or spiral binding Certificate of mailing -- a certificate which provides only proof of an item’s having been mailed © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-4

5. KEY TERMS (CONTINUED) Certified Mail --used to maintain evidence that the correspondence was mailed chief complaint/CC -- the reason for the visit, are used when making appointments cluster scheduling -- arranges for a certain number of patients (such as six) to come between 9 a.m. and 10 a.m.,then arranges for the next six patients who call to arrive between 10 a.m. and 11 a.m. Collect on delivery -- have the USPC collect the recipient’s payments and, if necessary, postage © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-5

6. KEY TERMS (CONTINUED) decoding -- the receiver’s application of meaning to the transmitted message Delivery Confirmation -- provides proof by the date, zip code, and time of delivery double booking appointments -- extra appointments are entered in a second column beside the regularly scheduled appointments editing -- is the assessment of a document to determine its clarity, consistency, and overall effectiveness © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-6

7. KEY TERMS (CONTINUED) encoding -- Giving words and gestures to ideas endnotes -- Notes that are grouped together at the end of the report emergency -- of an urgent nature established patient (EP) -- a patient who has seen the physician or a physician of the same specialty in the same practice in the last three years © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-7

8. KEY TERMS (CONTINUED) Express Mail --overnight delivery to most destinations feedback -- the receiver’s responses, helps the sender determine if successful communication has occurred first class mail -- includes all correspondence, whether handwritten or typewritten; all bills and statements of accounts; and all materials sealed against postal inspection and weighing 13 ounces or less first draft -- first complete keying of the manuscript footnote -- Notes that are positioned at the bottom of the page on which the reference © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-8

9. KEY TERMS (CONTINUED) insured mail -- to cover mailings for loss or damages Media Mail -- mailing items such as books, catalogs, sound recordings, video recordings message -- Communication between individuals or groups © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-9

10. KEY TERMS (CONTINUED) modified block style letter -- similar to those of a block letter, but with these two exceptions: Position the date line, complimentary closing, and signature line at a Tab stop placed at 3.25" Begin all other lines at the left margin or, if you wish, indent new paragraphs 0.5" new patient (NP) -- patient who has not seen the physician or a physician of the same specialty in the same practice in the last three years no shows -- if the patient fails to keep an appointment and does not call to cancel © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-10

11. KEY TERMS (CONTINUED) optical character reader (OCR) -- first-class mail is primarily processed by an optical character reader (OCR) which reads the address open/fixed office hours -- during which the physician is in the office and available to see patients open punctuation -- Do not use any punctuation after the salutation or complimentary closing Parcel Post -- is used for mailing certain items—books, catalogs, other printed matter, or merchandise—not weighing more than 70 pounds and no more than 130 inches in length and girth POSTNET -- a bar code consisting of a series of long and short vertical lines © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-11

12. KEY TERMS (CONTINUED) Priority Mail -- offers two- to three-day service to most domestic destinations proofreading -- the careful reading and examination of a document for the sole purpose of finding and correcting errors registered mail -- sender gets a receipt at the time of mailing, and a delivery record is kept by the USPS Restricted Delivery -- permits a sender to authorize delivery only to the addressee or the addressee’s authorized agent return receipt -- provides the sender with evidence of delivery © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-12

13. KEY TERMS (CONTINUED) screening calls -- evaluating calls to decide on the appropriate action Signature Confirmation of Delivery -- proof of delivery by signature Special Handling -- used when mailing are unusual or requires extra handling telephone etiquette -- professional conversation during phone calls title page -- the first manuscript page triage -- determine how soon a patient needs to be seen © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-13

14. KEY TERMS (CONTINUED) wave scheduling --combine open/fixed office hours with scheduled appointments ZIP -- (Zone Improvement Plan) is a standardized, numerical code which is assigned by the USPS ZIP + 4-- The four-digit extension provides very specific details for delivery, such as a building number, floor number, office number 3-14 © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED

15. 3.1 LIST THE STEPS OF THE COMMUNICATION CYCLE AND GIVE AN EXAMPLE OF A BARRIER TO EACH STEP. The communication cycle has five steps:  Origination of the message by the sender  Encoding of the message by the sender  Transmission of the message  Receiving and decoding of the message by the receiver  Checking for understanding through feedback © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-15

16. 3.2 EXPLAIN HOW THE VERBAL MESSAGE IS AFFECTED BY NONVERBAL COMMUNICATION. When our verbal message says one thing but our body language communicates another, we confuse our audience and lose credibility  Facial Expression  Tone of Voice  Eye Contact  Body Movement and Posture  Space  Appearance © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-16

17. 3.3 COMPOSE AN EFFECTIVE AND EFFICIENT WRITTEN BUSINESS COMMUNICATION. Written correspondences are a reflection of the medical practice and its employees  The communication has an appropriate tone  The communication has a clear purpose, aim, or goal.  The message is directed to a person, or “listener,” who is to receive it.  Correct English is used—including acceptable grammar, spelling, and punctuation.  Complete information is given in a direct, concise, and courteous way. © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-17

18. Reasons for Written Rather Than Oral Communication  Giving complex directions or instructions  Being efficient  Documenting an event or a fact  Providing for confidentiality © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-18 3.3 COMPOSE AN EFFECTIVE AND EFFICIENT WRITTEN BUSINESS COMMUNICATION (CONTINUED)

19. 3.4 EXPLAIN HOW PROPER TRIAGE OF PATIENTS DURING A PHONE CONVERSATION CAN ASSISTANT THE OFFICE ENVIRONMENT. The main channel of communication between the patient and physician is the telephone. Almost all patients make their first contact with the physician by phone. © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-19

20. 3.5 RECALL AND EXPLAIN TWO TYPES OF SCHEDULING OPTIONS AND PROVIDE EXAMPLES OF PRACTICES THAT WOULD BE MOST SUITED TO EACH OF THE SCHEDULES. Two methods of scheduling appointments are open and fixed hours.  Open scheduling  Wave scheduling © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-20

21. 3.6 RECALL 5 OF THE 10 STEPS FOR PROCESSING INCOMING MAIL AND DISCUSS RELATED SAFETY RECOMMENDATIONS. When processing incoming mail, the assistant should follow the practice’s policies and procedures for handling incoming mail:  Open all letters except those marked “Personal” or “Confidential.  Check the contents of each envelope carefully  Stamp the date on each item to show when it was received.  Attach enclosures to each item.  Carefully put aside checks from patients to be recorded and deposited later. © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-21

22. 3.6 RECALL 5 OF THE 10 STEPS FOR PROCESSING INCOMING MAIL AND DISCUSS RELATED SAFETY RECOMMENDATIONS. (C0NTINUED)  Check to be sure the envelope is empty and is not needed before discarding it.  Write a reminder on the calendar or in the follow-up (tickler) file about material that is being sent separately.  Attach the patient’s chart to correspondence regarding the patient. Place such correspondence in a high-priority area on the physician’s desk.  If a business letter responds to a request, pull the relevant file and attach the letter to it.  Set aside correspondence that can be answered. © 2012 THE MCGRAW-HILL COMPANIES, INC. ALL RIGHTS RESERVED 3-22