Written Communications



Written Communications



Key Terms























Introduction to Written Communication


Until 20 years ago, almost all written communication between the medical office and other parties was managed by letters or forms and mailed through the U.S. Postal Service. Today, it is also common to transmit data electronically or by fax, and these data can be viewed and/or printed in written form. Regardless of how the written material is transmitted, however, written communication must still adhere to professional standards. The medical assistant is often responsible for preparing letters, memoranda, reports, and other types of written communication. To do this professionally requires thorough knowledge of grammar, spelling, format, and the technology that supports modern methods of producing written documents. In addition, the medical assistant must be familiar with the implications of Health Insurance Portability and Accountability Act (HIPAA) regulations regulating access to patient health information. These regulations were covered in detail in Chapter 3. The procedure for obtaining consent to release information from the medical record was discussed in Chapter 36.



Business Letters


Letters leaving the medical office—whether sent to a referring physician, an attorney, another business, or an insurance company—require proper formatting. Some letters may be dictated by the physician and transcribed by the medical assistant. He or she may also compose and send letters independently. The medical office may also use form letters and/or templates for routine matters. A template is a standard form to which additional data can be added as needed.




Parts of a Business Letter









End Notations

Various pieces of information may be given in notations at the bottom of the letter, generally with a blank line between each item. The order of the end notations may vary according to the preference of the office. A reference notation notes the initials of the person who composed the letter (in uppercase) followed by the initials of the person who typed or keyed the letter (in lowercase). If the letter contains enclosures, such as a log of visits and/or billing records, this is noted in the enclosure notation, on the second line below the title. “Enclosure” or “Enc.” may be used for one enclosure. “Enclosures” followed by the number in parentheses is used for more than one enclosure. This alerts the recipient to make sure that everything the sender intended to include actually accompanies the letter. A copy notation (distribution notation) identifies the recipient(s). The letter “c” is used, followed by a colon and the name(s) of those who are receiving copies. Figure 42-1 shows a business letter with the parts of the letter identified.


image
Figure 42-1 Sample business letter with the parts of the letter identified.


Format of Business Letters



Setting up a Letter

When preparing letters using a word processing program, the first step is to set the margins. The top margin of the letter should be large enough to accommodate the letterhead (usually 2 to image inches). The side margins may be 1 to 2 inches. Wider margins are used for a short letter. The body of the letter is single spaced.


In writing a business letter, a generally accepted font is Times New Roman 12 point. The entire letter should be created in the same font. The word processing program may include a letter wizard, which formats the letter automatically. It is also possible to use or create a letter template so that all letters from the office have the same format.


If the letter has two pages, a header should be placed at the left top margin of the second page with the name of the recipient, the page number, and the date.



Letter Styles



• Full block style: The letterhead may be centered, but all other lines are left justified, which means that they start at the left margin on the page. This allows rapid entry of information and easy formatting. A double space is left between the end of one paragraph and the beginning of the next (Figure 42-2).


image
Figure 42-2 Sample letter—full block style.

• Modified block style: All lines in the inside address, salutation, and body of the letter and reference lines are left justified, and there are double spaces between paragraphs. However, the date line, complimentary close, and signature lines begin in the center of the letter or are sometimes right justified (aligned with the right margin) (Figure 42-3).


image
Figure 42-3 Sample letter—modified block style.

• Semiblock style (also called modified block with indented paragraphs): All lines in the inside address, salutation, and body of the letter and reference lines are left justified. Paragraphs are indented five to eight spaces, and there are double spaces between paragraphs. The date line, complimentary close, and signature lines begin in the center of the letter or are sometimes right justified. Semiblock style is the same as modified block style, except that the first sentence of each new paragraph is indented (Figure 42-4).


image
Figure 42-4 Sample letter—semiblock style (also called modified block with indented paragraphs).

• Simplified letter style: This style resembles a memorandum. Instead of a salutation, a subject line typed all in capital letters is placed three lines below the inside address, and the complimentary close and signature lines are replaced by an all–capital-letter signature five lines below the letter’s body (Figure 42-5).


image
Figure 42-5 Sample letter—simplified style.


Composing a Business Letter


A medical assistant may be asked to create a form letter to send to patients or compose a business letter to order supplies, request information, or handle a problem. In addition to using a professional tone, it is important to use correct grammar and spelling to convey the desired information.


Before beginning the letter, it is a good idea to jot down the important points to cover in the letter and check to make sure they are presented in a logical order. If the office sends similar letters fairly often, it is helpful to review the wording of old letters. Once the content has been established, the medical assistant should enter the letter into the word processing program using the letter style preferred by the medical office. If he or she is unsure about the wording of the letter, a draft letter can be printed for the office manager and/or physician to review.


The letter should be proofread for accuracy, grammar, and spelling before the final version is printed. Because letters represent the medical practice, they must be as accurate and professional as possible (Procedure 42-1).



image Procedure 42-1   Composing a Business Letter



Outcome


Compose and key a business letter.



Equipment/Supplies





1. Procedural Step. Assemble materials, determine the address of the recipient, and decide on a format for the letter.


2. Procedural Step. Formulate the content for the business letter. List and organize the essential content to be sure all necessary information is included.


3. Procedural Step. Insert the date on the second or third line below the letterhead. For block style, the date is at the left margin. For modified block style and semiblock style, the date begins at the center of the line.


4. Procedural Step. Place the inside address four to 10 lines below the date at the left margin. If using a computer, adjust the number of spaces below the date line after the letter has been keyed so that the body of the letter is centered on the page.


5. Procedural Step. Place the salutation on the second line below the inside address. The salutation should include a title and the person’s last name (e.g., Dear Dr. Gordon, Dear Mrs. Wilson, Dear Rev. Meyers). It is followed by a colon.


    Principle. A business letter is more formal than personal correspondence.


6. Procedural Step. If desired, place a subject line on the second line below the salutation. A subject line begins with the Latin abbreviation “re” (meaning about) followed by a colon. The abbreviation is usually capitalized (e.g., RE: Annual meeting on Thursday, June 12, 2010).


    Principle. Although optional, a subject line helps the recipient identify the subject of the letter before reading it.


7. Procedural Step. Begin the body of the letter on the second line below the salutation (or subject line, if used). The body of the letter is single spaced and double-spaced between paragraphs. In block and modified block letter styles, the paragraphs begin at the left margin. If semiblock style is used, indent the first line of each paragraph five to eight spaces.


8. Procedural Step. The final paragraph of the letter should summarize the contents and/or most important ideas.


9. Procedural Step. Place the complimentary close on the second line below the final paragraph of the body of the letter. For the block letter style, the complimentary close begins at the left margin. For the modified block letter style, it begins at a tab directly below the date line. The complimentary close is followed by a comma.


10. Procedural Step. Drop down four lines and insert the first and last name of the sender followed by his or her credentials. Begin the typed signature directly under the complimentary close. Place a job title, if appropriate, on the next line.


    Principle. Typing the name under the handwritten signature facilitates a response because the signature may be difficult to read.


11. Procedural Step. If necessary, add a reference line, enclosure notation, and/or distribution notation, below the typed signature at the left margin. Double space between each notation. If you compose and key your own letter, a reference line is unnecessary. If you compose and key a letter for someone else, place your initials in lowercase letters. If you key a letter that was dictated by the person signing the letter, place his or her initials (uppercase) followed by your initials (lowercase) separated by a colon or slash. The enclosure notation may be written out or abbreviated “Enc.” The number of enclosures is placed in parentheses if there is more than one. The distribution notation identifies individuals who receive a copy of the letter. The letter “c” followed by a colon is used with the name of the individual receiving a copy.


    Principle. The person who receives the letter is entitled to know who prepared the letter and who received copies. If the number of enclosures is indicated, it is easier to tell if all intended material is enclosed with the letter.


12. Procedural Step. If the letter is longer than one page, the second page should be printed or typed on stationery of the same quality and weight as the letterhead stationery, beginning 1 inch from the top. Include the name of the recipient, the date, and the page number in the top left corner. Space the letter so that at least two lines of the body of the letter continue to the second page.


13. Procedural Step. Spell-check the letter and proofread it carefully. If using a computer, print the letter.


    Principle. A business letter should not contain errors. If errors are present, the credibility and professionalism of the sender may be doubted.


14. Procedural Step. Obtain the appropriate signature or sign the letter below the complimentary close.


15. Procedural Step. Make a photocopy of the letter for your files and for any individual who will receive a copy of the letter.


    Principle. Copies of all business letters are retained in case there are questions or further correspondence is necessary.


16. Procedural Step. Prepare an envelope (see Chapter 43, Procedure 43-3) and place the letter in the designated area to be prepared for mailing. If the letter concerns a patient, a copy of the letter is filed in the patient’s medical record. Other letters (e.g., letters to suppliers) are usually filed in folders by subject.

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Apr 16, 2017 | Posted by in NURSING | Comments Off on Written Communications

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