© 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-1 Managing Correspondences and Mail...

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© 2009 The McGraw-Hill Companies, Inc. All rights reserved

Managing Correspondences and Mail

PowerPoint® presentation to accompany:

Medical AssistingThird Edition

Booth, Whicker, Wyman, Pugh, Thompson

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7.1 List the supplies necessary for creating and mailing professional-looking correspondence.

7.2 Identify the types of correspondence used in medical office communications.

7.3 Describe the parts of a letter and the different letter and punctuation styles.

7.4 Compose a business letter.

Learning Outcomes

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7.5 Explain the tasks involved in editing and proofreading.

7.6 Describe the process of handling incoming and outgoing mail.

7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.

Learning Outcomes (cont.)

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Introduction Written materials demonstrate ability to

Communicate Conduct business

Professional image is conveyed in written correspondence

Written documents = legal records

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Correspondence and ProfessionalismLearning to

Create Receive

Send

correspondence properly ensures positive, effective communication between your office and others.

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Letterhead paper Envelopes

Labels InvoicesStatements

Choosing Correspondence Supplies

SuppliesSupplies

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Choosing Correspondence Supplies (cont.)

Letterhead Formal business stationary Doctor’s or office’s name,

address, phone number printed at the top

Correspondence with Patients Colleagues Venders

Medical Practice, Inc.111 One Dr.

Any, St. 11111111-111-1111

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Letterhead Cotton fiber bond

More expensive than other types of paper (sulfite bond)

Watermark

Sizes Standard or letter size – 8½ x 11 inches Legal size – 8½ x 14 inches


Medical Practice, Inc.111 One Dr.

Any, St. 11111111-111-1111

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Envelopes Should match letterhead Types of envelopes

Correspondence or business – No. 10 Invoices or statements – No. 6 to No. 10 Payment-return envelopes Tan Kraft or clasp envelopes – large bulky documents Padded envelopes – send items that may be damaged

during mail handling


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Labels Printed, computerized address labels can save a

large amount of time Invoices and statements

Preprinted invoices Preprinted statements Computer-generated invoices and statements Superbills Data mailers


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What three things do written materials of a medical office convey or demonstrate?

ANSWER: Written materials convey the ability of the medical office staff to communicate and to conduct business, as well as demonstrate a professional image that reflects on the entire office staff.

Apply Your Knowledge

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Written Correspondence Form of communication Purpose - to explain, clarify, or provide information Types

Referrals Scheduling Patient reports Patient education Insurance/billing information Cover or form letters

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Parts of a Business Letter Margin - 1 inch is standard

Dateline Month, day, and year Begins 3 lines below letterhead on line 15

Inside address Includes information needed for correct delivery

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Parts of a Business Letter (cont.)

Attention line Used when letter is sent to specific person in a

company

Salutation Written greeting such as “Dear” May use business title or department if name is

not known Two lines below inside address

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Subject line Used to bring attention to subject (optional) Two lines below salutation

Body Begins two lines below salutation or subject line Text is single-spaced and double-spaced between

paragraphs

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Complimentary closing Placed two lines below body “Sincerely” is commonly used

Signature block Places writer’s name on first line and business

title on second line Three to four lines below complimentary closing

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Identification line Letter writer’s initials followed by a colon or slash mark

and the typist’s initials (KB/SF) Two lines below the signature block

Notations May be abbreviated as Encl, Enc, or Encs Copy notation (cc) appears after the enclosure notation Includes information such as number of enclosures and

letter recipients

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Punctuation Styles

Open Mixed

Written Correspondence (cont.)

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Punctuation Styles Open punctuation uses no punctuation after

these items in a letter The word Attention in the attention line

The salutation

The complimentary closing

The signature block

The enclosure and copy notations

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Mixed Punctuation includes the following: A colon after Attention in the attention line

A colon after the salutation

A comma after the complimentary closing

A colon or period after the enclosure notation

A colon after the copy notation

Punctuation Styles (cont.)

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Letter Format One-inch margins on the left and right for

8 ½-inch paper

Letter should be centered on the page

Single-space body of letter and double-space between paragraphs

Short sentences with no more than 20 words on an average

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Letter Format (cont.)

Have at least two sentences per paragraph

Divide paragraphs longer than 10 lines into two paragraphs

For multi-page letters, use letterhead for first page only

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Letter Style DescriptionFull-Block Lines are typed flush left

No indented paragraphsMost commonly used in medical office

Modified-Block

Dateline, complimentary closing, signature block and notations are aligned at the center of page or to the right

Traditional, balanced appearance


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Letter Style DescriptionModified-Block with Indented Paragraphs

Paragraphs are indented ½ inch

Simplified Modification of full-block style Most modern letter style No salutation, courtesy title, or closing Has a subject line in all capital letters Too informal for medical office

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What should the medical assistant do if a mailing is to be sent to an organization to request x-ray films, but no specific name or title is given to address it to? Which of the following would you use?

A. To Whom It May ConcernB. Attention: To Whom It May ConcernC. Dear Sir/MadamD. Dear Radiology Department


ANSWER:

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Effective Writing Identify your reading audience

Tone of letter (formal or relaxed)

Know the purpose of the letter

Be clear and concise Don’t use unnecessary words Message should be easily understood

Use active voice when possible Passive voice is best when relaying negative news

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Effective Writing (cont.)

Be polite and courteous

Check Spelling Accuracy of dates and monetary figures Grammar

Avoid leaving “widows and orphans” (dangling words and phrases)

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All professional correspondence must be written in a way that conveys information clearly. What do you need to know when preparing to write any form of office communication?

ANSWER: You must know who you are writing to, i.e., a physician, patient, vendor, or fellow staff member.

Good Job!

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Editing Check for

Factual accuracy Logical flow Conciseness Clarity Tone

Proofreading Check for errors

Grammatical Spelling Format

Have another person proofread if possible

Editing and Proofreading

NEVER skip editing and proofreading steps!

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Tools for Editing And Proofreading

Dictionary

Medical dictionary

Physician’s Desk Reference (PDR)

English grammar andusage manual

Word processing spell checker

Editing and Proofreading (cont.)

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Editing Editing ensures that documents are

Accurate

Clear

Complete

Free of grammatical errors

Logically organized

Written in appropriate style

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Editing (cont.)

Language usage Learn basic grammar

rules Ask: “Is this the best

way to convey what I want to say?”

Style Appropriate to reader

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Editing (cont.)

Content - logical flow of thought State purpose Discuss one topic at a time Change paragraphs when changing topics List events in chronological order Stick to subject Select words carefully Proofread what you write

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Proofreading Proofread and put aside

Have coworker proofread document

Three types of errors Formatting Data Mechanical

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Proofreading (cont.)

Formatting errors Positioning parts of a letter Indenting, line length, line spacing Avoid by following office style

Data errors Mistyping monetary figures Avoid by double-checking

figures or having someone else check them

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Proofreading (cont.)

Mechanical errors Spelling, punctuation, spacing between words,

division of works Avoid by

Learning basic spelling, punctuation, and word division rules

Checking for transposed characters or words Avoiding dividing words at the end of a line

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A letter must be sent to current employees that have exceeded their number of absences according to office policy. Which of the following would be most appropriate?

A. Dear _____, The attendance policy of this office requires that….B. Dear _____, You have violated the attendance policy of this ….C. Dear _____, Are you aware that you have missed “X” days….


ANSWER: This correspondence must communicate the facts in a soft manner while getting the point across. The first response begins with identifying the “fact” or policy followed by the individual’s performance and is less subjective or punitive.

Nice Work!

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Preparing Outgoing Mail Signing letters

If you sign for the doctor, place your initials after the doctor’s signature

Preparing the envelope Use USPS guidelines for addressing

envelopes Address placement Address format

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Preparing Outgoing Mail (cont.)

Folding and inserting the mail Type of envelope determines the

way a letter should be folded Small envelope – fold letter in half Business-size envelope – fold in thirds

(fold bottom up then top down) Window envelope – accordion fold so address appears in the

window

Be sure letters are signed and all enclosures are included

Be sure address on letter matches envelope

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ANSWER: When preparing envelopes for mailing office correspondence, you should use USPS guidelines.

How should you prepare envelopes for mailing office correspondence?

Stamp of Approval!

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Mailing Equipment and Supplies Letterhead, blank stationery,

envelopes

Available from USPS, private delivery companies, and office supply stores Forms Labels Packaging supplies

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Mailing Equipment and Supplies (cont.)

Airmail supplies Letters and packages must be

labeled “AIRMAIL” on all sides Available for mail to foreign countries

Envelopes for Overnight Delivery Services USPS and other companies require the use of their

own mailing materials for next day delivery

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Mailing Equipment and Supplies (cont.)

Postal rates, scales, and meters Rates and

regulations change periodically, so keep current rates on-hand at the medical office

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In addition to letterhead, blank stationary, and envelopes, what other mailing supplies might be needed for a medical office?

ANSWER: A medical office may need forms, labels, and packaging supplies for items needing special attention.

Good Answer!

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USPS – Regular Mail Service First-class mail

Must weigh no more than 11 oz.

Cost is based on weight

Mail is forwarded at no extra cost

Fourth-class mail Also called parcel post

and is used for items weighing between 1 lb. and 70 lb.

Rates are based on weight and distance

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USPS – Regular Mail Service (cont.)

Priority Mail Useful for heavier

items requiring faster delivery

USPS offers a flat rate for any items that can fit into the priority envelope

USPS guarantees delivery within 2–3 days

Express Mail The quickest service Delivery service

available every day Rates vary with weight Items automatically

insured against loss or damage

Special flat rate also available

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USPS – Special Postal Services Special delivery

Deliveries made before regular mail delivery

Limited hours and distance limits availability

Certified mail Offers a guarantee that the item

has been received Requires signature of recipient

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USPS – Special Postal Services (cont.)

Return receipt requested Offers proof of who received

the item and when they received it

Registered mail Used to send valuable, important items Evidence provided of mailing and delivery to sender First-class and priority mail can be registered

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USPS – Special Postal Services (cont.)

International mail USPS offers surface

and airmail services to most foreign countries

International mail classes are similar to domestic mail classes

Tracing mail Service used if a piece

of certified or registered mail does not reach its destination on time

The original receipt must be presented to locate the item

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Delivery Service Description

United Parcel Service (UPS)

Provides overnight letter and express services

Packages insured

Express Delivery Services

Federal Express DHL

Messengers or Carriers Local area same-day delivery

Other Delivery Services

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Confidential laboratory results

Signed and dated contract materials

Patient invoice and billing statements

Which type of mail would you use to send each of the following:

C or DC or D

AA


A. First Class MailB. Priority MailC. Certified MailD. Registered Mail

ANSWER:

C or DC or D

Right!

111 One Drive

Any, ST 11111

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Sort

Open

Record

Annotate

Distribute

Processing Incoming Mail

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Processing Incoming Mail (cont.) Sorting and Opening

Mail is often sorted according to its priority Urgent, registered mail, etc. Personal or confidential mail First class, airmail, and Priority

Mail Packages Advertisements and catalogues

Do not sort mail in a cluttered area

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Processing Incoming Mail (cont.)

Recording – daily mail log Mail received Follow-up correspondence

Annotating Outline key points Write reminders, comments, or

suggestions

Distributing Deliver items to mail recipients

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Processing Incoming Mail (cont.) Handling Drug and Product SamplesDO

Place only nonprescriptionproducts in patient areas according to office policy

Sort and store other prescription items in locked cabinet

Destroy out-dated samples

DO NOT Give patients sample

without the physician approval

Fail to document in patient record when samples are given per the physician request

Discard medication samples in trash cans

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What are the steps for processing incoming mail?


ANSWER: The steps for processing incoming mail are• Sorting• Opening• Recording• Annotating• Distributing

CORRECT!

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In Summary Proper and efficient management of correspondence and

mail is essential to promoting a positive, professional office image.

It is important to choose appropriate supplies and letter styles, as well as to edit and proofread correspondence.

Be familiar with types of mail and delivery services to choose the most appropriate service for mailing needs.

Handle incoming mail responsibly.

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If a fellow wants to be a nobody in the business world, let him neglect sending the mailman to somebody on his behalf.

—Abraham Lincoln

© 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-1 Managing Correspondences and Mail...

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Transcript of © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-1 Managing Correspondences and Mail...