Written Communications and Mail Processing

Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.

Written Communications and Mail Processing

Chapter 13

Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 2

Introduction

Written communications are a reflection of the physician and his or her office staff.

All written communications should be professional, accurate, complete, and effective in getting across the intended message.


This chapter will examine:

Responsibilities of the medical assistant with regard to equipment and supplies

Common sizes of letterhead stationery

Parts of speech

References for the medical assistant’s library

Answering business correspondence

Value of communications portfolios

Letter styles and parts of a business letter


Importance of Written Communications

Promotes a good impression of the physician and the office staff

Enhances the art of effective communication

Promotes better healthcare by providing accurate information about and to the patient


Types of Written Communications

Letters

Memorandums

Orders for supplies

Email

Facsimiles

Medical records

Instructions for patients


Writing Skills and Composing Tips for Business Letters

Keep the length to about one page.

Carefully organize the letter.

Read the letter several times to determine what needs to be addressed in the answer.

Highlight questions asked or materials requested.

Decide on answers to questions.

Verify information.


More Writing Tips

Keep sentences short.

Put only one idea in each sentence.

Eliminate superfluous wording.

Use layman’s terms.

Match the physician’s degree of formality.


Sentence Errors

Three main errors in sentences:

Sentence fragment

Run-on sentence

Comma splice


Letter Styles

Four basic styles

Block

Modified block or standard

Modified block indented

Simplified


Block Letter Style

All lines flush to the left margin

Very efficient

Less attractive


Block Letter Style (cont’d)


Modified Block Letter Style

Dateline, complimentary closing, and typewritten signature all begin at the center.

All other lines begin flush with the left margin.


Modified Block Letter Style (cont’d)


Modified Block with Indented Paragraphs

Identical to block except that the first line of each paragraph is indented five spaces.


Modified Block with Indented Paragraphs (cont’d)


Simplified

All lines flush with the left margin.

Salutation replaced with all-capital subject line on the third line below the subject line.

Omit the complimentary closing.

Enter an all-capital typewritten signature below the body of the letter.


Simplified (cont’d)


Spacing and Margins

Business letters are usually single-spaced.

First typed entry goes on the third line below the letterhead.

Typing on continuation pages begins 1 inch from the top.

Side margins 1 to 1½ inches on each side.

Minimum of 1-inch margin on the bottom.


Parts of Letters

Heading

Opening

Body

Closing


Heading

Includes letterhead and dateline.

Usually centered at the top of the page.

Includes the name of the physician or group and the address.

Usually includes the telephone number and medical specialties.

Dateline consists of the name of the month written in full, the day, and the year.


Opening

Consists of inside address, salutation, and the optional attention line.

Inside address

Starts flush with left margin

Contains name and address of the person to whom the letter is addressed


Opening

Use courtesy titles.

Follow names with academic degrees.

Do not use both a courtesy title and a degree that means the same thing.

Incorrect: Dr. Rick Tips, M.D.

Correct: Dr. Rick Tips

Rick Tips, M.D.


Opening

Salutation

Introductory greeting

Flush with left margin

Second line below last line of address

Usually followed by a colon


Opening

Attention line

Optional

Flush with left margin

Second line below inside address


Body

If used, subject line is placed on the second line below the salutation.

Includes message of the letter.


Closing

Includes:

Complimentary closing

Typed signature

Reference initials

Special notations


Postscripts

Place emphasis on an idea or statement.

May express an afterthought.

Follow letter style when using postscripts.


Continuation Pages

Heading for continuation pages includes:

Name of the addressee

Page number

Date

Headings begin on the seventh line from the top of the page.


Signing the Letter

Physician usually signs:

Letters with medical advice

Letters to medical societies

Referral and consultation reports

Medical reports to insurance companies

Personal letters

Medical Assistant signs:

Routine letters

Orders for office supplies

Notifications to patients about surgery or hospital arrangements

Collection letters

Letters of solicitation


More Types of Written Communications

Telephone messages

Name of the person being called

Name of person calling

Caller’s contact telephone numbers

Reason for the call

Action to be taken

Date and time of call

Initials of person taking the call


More Types of Written Communications

Email messages

Faxes

Memorandums


Developing a Portfolio

Consists of sample letters that are used in various situations.

Letters can be added to the portfolio when created.

Store letters on the computer and make changes as necessary.

Saves time when composing correspondence.


U.S. Postal Service

Independent establishment of the executive branch of the U.S. government

Operates independently of the government

Second oldest federally established department or agency in the United States


Mail Processing

Incoming mail usually includes:

General correspondence

Payments for services

Bills for office purchases

Insurance claim forms to be completed

Laboratory reports

Hospital reports

Medical society mailings

Professional journals

Promotional literature and advertising


Opening the Mail

Follow office policy.

Do not open mail that is marked “personal.”

Use a methodic system to open and process mail efficiently.


Annotating

Read each item of mail.

Underline significant words or phrases.

Note in the margin what action needs to be taken.

Code for filing if the letter needs no reply.


Responding to Mail

Read through the annotations.

Draft a reply.

Review the original letter, and make certain that all issues have been addressed.

Allow the physician to review the reply, if necessary.

Make a copy for the appropriate file.

Send the correspondence.


Mail Requiring Special Handling

Payment receipts

Insurance information

Drug samples

Vacation mail


Handling Vacation Mail

Determine:

Is this important enough that the physician should be contacted?

Should it be forwarded for immediate attention?

Should it be answered now, explaining the delay because the physician is out of the office?

Can the mail wait for attention until the physician returns?


Outgoing Mail

Fold and insert letters correctly.

Address the envelopes accurately.

Follow OCR guidelines on envelopes.

Always use a return address.


Cost-Saving Mailing Procedures

Use ZIP codes.

Presort mail.

Use correct postage.

Take advantage of bulk mail if possible. Bulk mail is a form of mailing large volumes of information which is presorted by zip code.


Postage Meters

Most efficient way of stamping mail. Can print postage on adhesive strips or directly on the envelope.

Metered mail does not have to be canceled or postmarked, so it moves faster to its destination.


Classifications of Mail

Express Mail

Available 7 days a week, 365 days a year

Sunday and holiday delivery between major markets

For items up to 70 lb and 108 inches in combined length and girth

Fastest mail service offered by the USPS



First-class mail

Letters, postal cards, postcards, and business reply mail.

13 oz or less.

Current first-class mail rate is $0.41.



Priority Mail

First-class mail over 13 oz.

Maximum weight 70 lb.

Always mark packages as priority mail if not placed in a box purchased from USPS.



Bound printed matter

Advertising, promotional, directory, or editorial material

Must be securely bound

Cannot have the nature of personal correspondence

Cannot be over 15 lb



Media mail Books Film Manuscripts Printed music Printed test materials Sound recordings Play scripts Printed educational

charts Binders and loose-leaf

papers

Includes computer recorded media, such as CDs and diskettes.

Media mail cannot contain advertising or weight over 70 lb.


Special Services

Insured mail

Insurance for coverage against loss or damages

Available for priority mail, first-class mail, parcel post


Special Services

Registered/Certified mail

Additional protection for all classes of mail.

Sender can request evidence/proof of delivery.

Registered mail can be traced.

Accounted for by number from time of mailing to time of delivery.


Special Services

Postal money orders

Convenient way of mailing money

Amounts up to $700


Special Services

Special delivery

Mail of any class can be sent special delivery.

Does not speed delivery to designated post office.

Does ensure immediate delivery once it arrives at the designated post office.


Special Services

Special handling

Fees in addition to required postage

Increases speed of delivery for third- and fourth-class mail

Used for unusual items that need special handling, including live animals


Special Services

Certified mail

For mail without intrinsic value

Items such as contracts, deeds, mortgages, bank books, checkbooks, etc.

Can receive return receipt

Does not provide insurance coverage unless purchased separately


Special Services

Certificate of mailing

Provides proof of mailing.

Obtain form at the post office.

Clerk postmarks the receipt, initials it, and returns it to the mailer.

Serves as acknowledgement of mail arriving at the post office and being mailed.


Private Delivery Services

Federal Express

United Parcel Service

Emery

Airborne Express

DHL

Written Communications and Mail Processing

Documents

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