Transcript BLUE CROSS/BLUE SHIELD

Chapter 6
WRITTEN
COMMUNICATIONS
Written Communications
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Learning Objectives
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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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Key Terms
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Annotate
Bibliography
Block-style letter
Certified mail
Editing
Electronic mail
service
Endnotes
Express Mail
First draft
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Footnotes
Insured mail
Media Mail
Modified-block-style
letter
Open punctuation
Priority Mail
Proofreading
Registered mail
Restricted delivery
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Key Terms
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(cont’d)
Return receipt
Simplified-style letter
Standard punctuation
Title page
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Effective Speaking
and Writing
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Appropriate tone
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Clear purpose, aim, or goal
Directed to the “listener”
Correct English
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Pleasant, positive, and reassuring
Grammar, spelling, and punctuation
Complete information given
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Why Choose Written
Communications?
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To give complex directions or
instructions
For efficiency
To document an event or fact
To provide confidentiality
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Letter Styles
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Block style
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All lines begin at left
margin
Use standard or open
punctuation
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Standard punctuation
uses colon after
salutation and comma
after closing
Open punctuation uses
no punctuation outside
body of letter
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Letter Styles
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(cont’d)
Modified-block
style
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Date, complimentary
close, and signature
lines begin at center
Other lines begin at
left margin
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Paragraphs may be
indented
Use standard or open
punctuation
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Letter Styles
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(cont’d)
Simplified style
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All lines begin at left
margin
Substitute subject line
for salutation
Omit complimentary
close
Use open punctuation
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Letter Styles
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(cont’d)
Subsequent pages
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Use blank paper; do
not use letterhead
Use a 1-inch top
margin
Page heading
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Recipient’s name
Date of letter
Page number
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Types of Correspondence
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Letters of acknowledgment
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Letters of information
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Referral and consultation letters
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Follow-up letters
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Interoffice memorandums
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Letters of
Acknowledgment
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Lets sender know that
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A request is being handled, OR
An item has been received
Form letters may be used
Written by physician or medical
office assistant
Includes
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Date item or request was received
Description of item received
Acknowledgment of inquiry
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Letters of Information
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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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Referral and
Consultation Letters
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Referral letters
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Physician is transferring patient’s care to
another physician
Consultation letters
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Physician is asking another physician to
examine a patient and report back
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Follow-Up Letters
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Short reminders
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Give details of the original request
Be clear about the action you want taken
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Interoffice
Memorandums
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For internal use
Standard headings
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To, From, Date,
Subject, etc.
No inside address
or complimentary
close
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Preparing
Professional Reports
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Articles, books, speeches
Drafts
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Double- or triple-spaced
Several versions
Final manuscript
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Various formats
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Format of Reports
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Title page
Text
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Notes
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Page numbering
Headings
Italics and
underscoring
Quotations
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Illustrations
Bibliography
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Footnotes or endnotes
Style manuals
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Proofreading
and Editing
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Proofreading
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The careful reading and examination of a
document for the sole purpose of finding and
correcting errors
Editing
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The assessment of a document to determine
its clarity, consistency, and overall
effectiveness
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Proofreading Methods
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Proofreading on the computer screen
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Using spell checkers
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Homonyms such as their/there/they’re
Proofreading symbols
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Standard way of marking corrections
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Proofreading
Techniques
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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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Proofreading and Editing
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Common errors
 Keyboarding errors
 Transpositions
 Spacing errors
Edit for
 Clarity
 Organization
 Consistency of format and style
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Processing Mail
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Important items
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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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Incoming Mail
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Sort by category and importance
Open all mail not marked
“Personal”
Check the contents of the
envelope
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Attach enclosures
Stamp date of receipt
Check to see if envelope must be
kept
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Incoming Mail
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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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Outgoing Mail
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Professional correspondence
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Business correspondence
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Concerns patients, clinical matters, and
research
Concerns management of the office,
insurance companies, suppliers, and patient
billing
Personal correspondence
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Pertains to physician’s personal life
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Mail Classifications
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First-class mail
Priority Mail
Express Mail
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More information
available at
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www.usps.gov
Overnight delivery
Parcel Post
Media Mail
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Mail Services
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Certified mail
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Up to $5,000
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Provides sender with
evidence of delivery
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Proof of mailing; not
proof of delivery
Signature
confirmation
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Valuables
Return receipt
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Certificate of
mailing
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Registered mail
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Proof of mailing
Record of delivery
Insured mail
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Provides date and
time of delivery
Restricted delivery
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Specific addressee
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Electronic Mail Services
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Post Electronic Courier Service
(PosteCS)
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Secure transmission over the Internet
Electronic track-and-confirm feature
Electronic bill paying and stamp
purchasing
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Other Shippers
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Courier services such as
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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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Quiz
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registered mail.
Valuables should be sent __________
The process of checking a document
specifically for finding and correcting errors
proofreading
is _____________.
Editing
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is the assessment of a document
to determine its clarity, consistency, and
overall effectiveness.
 In the modified-block style letter, all lines
begin at the left margin. (T/F)
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False, that is block style.
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Critical Thinking
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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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