NHA Written & Electronic Communication

Written & Electronic Communication

Slide 1

Written and Electronic Communication

Written communication can occur with emails, letters, faxes, and

chat features and are included in the permanent legal records.

Communicating using written words must adhere to the

professional and respectful requirements for the MA. It must also

follow HIPAA guidelines for privacy, security, and confidentiality.

Written communications must be grammatically correct and free

from errors, as they are representative of the MA and the

healthcare facility

Slide 2

Slide 3

Types of Written Communications

■ Letters

■ Memorandums

■ Orders for supplies

■ Email

■ Facsimiles

■ Medical records

■ Instructions for patients

Slide 4

Grammar Review

■ Good grammar is essential for medical assistants who

deal with written communications.

■ Knowledge of the parts of speech and sentence

structure is crucial when writing a professional letter or
document.

Slide 5

Letter Styles:Four basic styles

●Full block format. All lines are flush with the left margin.

●Modified block format. The address and body are left justified,

and the rest start at the center of the document.

●Modified block format with indented paragraphs. The

address is left justified and, the rest start at the center of the

document with indented paragraphs.

●Simplified format. The information is left justified, and it does

not include a salutation or complimentary closing.

Slide 6

Block Letter Style

■ All lines flush to the left margin

■ Very efficient

■ Less attractive

Multiple Choice

Which letter style has all lines flush with the left margin?

• 
  Modified block format

• 
  Modified block format with indented paragraphs

• Full block format

• 
  Simplified format

Multiple Choice

How is the Block Letter Style described in terms of efficiency?

• 
  Inefficient

• 
  Very efficient

• 
  Moderately efficient

• 
  Not mentioned

Slide 7

Modified Block Letter Style

■ Dateline, complimentary closing, and typewritten

signature all begin at the center.

■ All other lines begin flush with the left margin Identical

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

Modified Block with Indented Paragraphs

Identical to block except that the first line of each

paragraph is indented five spaces.

Multiple Choice

In the Modified Block Letter Style, where do the dateline, complimentary closing, and typewritten signature begin?

• Top left corner of the page
• Bottom right corner of the page
• Center of the page, aligned with the date in the heading
• Left side of the page, aligned with the recipient's address

Multiple Choice

How is the Modified Block Letter Style different from the block letter style in terms of paragraph indentation?

• The first line of each paragraph is indented ten spaces.

• The first line of each paragraph is aligned with the left margin.

• The first line of each paragraph is indented five spaces.

• There is no indentation in the paragraphs.

Multiple Choice

In which letter style is the address and body left justified, and the rest start at the center of the document?

• Indented style
• Semi-block style
• Full block style
• Modified block style

Slide 8

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.

Multiple Choice

Which of the following formats is correct for a modified block professional business letter?

• ​Keep flush with the left margin.

• Leave two lines between the closing and the typed signature.

• ​Center the closing of the letter and the typed signature.

• Omit the date and the typed signature.

Multiple Choice

What is a characteristic of the simplified letter format?

• Simple layout with no indentations, left-justified date, recipient's address, salutation, body paragraphs, and a closing
• Complex layout with multiple indentations
• Right-justified date and recipient's address
• No salutation or closing

Multiple Choice

Where should the salutation be placed in a simplified letter format?

• At the top of the letter

• Directly below the subject line

• On the third line below the subject line

• At the bottom of the letter

Multiple Choice

What should be omitted in a simplified letter format?

• The subject line

• The complimentary closing

• The date

• The sender's address

Slide 10

Parts of Letters

■ Heading

■ Opening

■ Body

■ Closing

Slide 9

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.

Multiple Choice

Which type of medical correspondance is a Medical Assistant allowed to write?

• A medical report for an insurance carrier

• A referral letter for a patient to an outside provider

• A letter containing medical advice to the parents of a child

• A notification letter to a patient about surgery arrangements

Multiple Choice

Typing on continuation pages in a business letter begins how many inches from the top?

• 0.5 inch

• 1 inch

• 1.5 inches

• 2 inches

Multiple Choice

What is the purpose of the opening in a letter?

• To provide the main message or information

• To greet the recipient and state the reason for writing

• To include the sender's and recipient's addresses

• To conclude the letter and provide contact information

Multiple Choice

Where is the main message or information of the letter found?

• Heading

• Opening

• Body

• Closing

Multiple Choice

What is typically included in the closing part of a letter?

• The main message or information

• The greeting and reason for writing

• The date and recipient's address

• The sender's signature and farewell

Slide 13

More Types of Written Communications

■ Email messages

■ Faxes

■ Memorandums

Multiple Choice

What is the subject of the memorandum shown in the example?

• Company expansion

• Office rental

• Employee hiring

• Facility location

Multiple Choice

Who is the memorandum addressed to?

• Stanley Barr

• George Walker

• The employees

• The management

Slide 18

Classifications of Mail

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.

■ Certified Mail :Certified mail can be used to ensure the letter has been received

by the intended party in circumstances where it is imperative that the information is
received. An example of this would be if a patient needs to be informed of concerning
lab results and cannot be reached by phone or email or if a provider makes the
decision to terminate a relationship with a patient.

■

Multiple Choice

What is Certified Mail used for?

• To ensure the letter has been received by the intended party

• To track the package online

• To insure the contents of the mail

• To expedite the delivery process

Multiple Choice

Which of the following scenarios is an example of when Certified Mail might be used?

• A friend sending a birthday card

• A company sending a promotional brochure

• A patient being informed of concerning lab results

• A retailer sending a catalog

Slide 11

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

Multiple Choice

Who usually signs letters with medical advice?

• Medical Assistant

• Nurse

• Physician

• Hospital Administrator

Multiple Choice

What type of letters does a Medical Assistant usually sign?

• Referral and consultation reports

• Personal letters

• Routine letters

• Letters to medical societies

Multiple Choice

Who is responsible for signing notifications to patients about surgery or hospital arrangements?

• Physician

• Medical Assistant

• Nurse Practitioner

• Chief Medical Officer

Slide 12

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

Multiple Choice

What information should be included in a telephone message?

• Name of the person being called, caller's favorite color, date and time of call, action to be taken

• Name of the person being called, name of person calling, caller's contact telephone numbers, reason for the call

• Caller's contact telephone numbers, reason for the call, action to be taken, initials of person taking the call

• 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

Slide 14

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

Multiple Choice

Incoming mail for a medical office may include which of the following reports?

• Laboratory reports

• Financial reports

• Market research reports

• Educational reports

Slide 15

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.

Multiple Choice

What should you do after reading each item of mail according to the slide?

• Discard the mail

• Underline significant words or phrases

• Rewrite the mail

• Summarize the mail in a report

Multiple Choice

What should you note in the margin when annotating mail?

• Your personal opinions

• The date you received the mail

• What action needs to be taken

• The sender's address

Slide 16

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

Slide 17

Classifications of Mail

First-class mail

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

■ 13 oz or less.

■ Current first-class mail rate is $0.39.

Slide 19

Special Services

Registered mail

■ Additional protection for all classes of mail.

■ Sender can request evidence of delivery.

■ Registered mail can be traced.

■ Accounted for by number from time of mailing to time of

delivery.

Multiple Choice

What can the sender request when using registered mail?

• A discount on future mailings.

• Evidence of delivery.

• A faster delivery service.

• Anonymity of the sender.

Multiple Choice

What is one of the benefits of using registered mail?

• It is cheaper than regular mail.

• It can only be sent internationally.

• It offers additional protection for all classes of mail.

• It cannot be tracked.

Slide 20

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

Slide 21

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.