Managing Correspondence and Mail

CHAPTER

© 2011 The McGraw-Hill Companies, Inc. All rights reserved.

7Managing

Correspondence and Mail


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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 Professionalism

Learning 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• Vendors

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• Data mailers



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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

• Letterhead

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

• Inside address – Includes information needed for correct

delivery – Two to four spaces below dateline


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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– Second line below inside address


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• Subject line – Used to bring attention to subject (optional)– Second line below salutation

• Body – Begins two lines below salutation or subject

line– Single-spaced within a paragraph– 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 and the typist’s initials (KB/SF or

KB:SF)– Two lines below the signature block

• Notations– May be abbreviated as Encl, Enc, or Encs– Copy notation (c:) appears after the enclosure

notation– Number of enclosures and copy recipients– One to two lines below signature block or

identification line


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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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Punctuation Styles (cont.)

• Mixed Punctuation includes the following:– Colon after Attention in the attention line

– Colon after the salutation

– Comma after the complimentary closing

– Colon or period after the enclosure notation

– Colon after the copy notation


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Letter Format Margins: One inch on the left and right for

8 ½-inch wide 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 or three sentences per paragraph

Divide paragraphs longer than 10 lines into shorter paragraphs

For multipage letters, use letterhead for first page only


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Letter Style DescriptionFull-Block • Lines are typed flush left

• No indented paragraphs• Most commonly used in medical office

Modified-Block

• Dateline, complimentary closing, signature block, and notations are aligned at the center of the 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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Interoffice Memorandum (Memo)

• Word processing software has templates

• Facilitate informal written communication within an office


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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 and Proofreading

Editing• Check for

– Factual accuracy– Logical flow– Conciseness– Clarity– Tone

Proofreading• Check for errors

– Grammatical – Spelling– Formatting

• Have another person proofread if possible

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.)

Thesaurus


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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 words– Be sure word processing spell checker has

medical terminology– Avoid mechanical errors

• Learn basic spelling, punctuation, and word division rules

• Check for transposed characters or words• Avoid 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

• Media mail (Third-Class Mail) Book rate mail

Books, catalogues Weight of less than 16

ounces

Authorized mailers


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USPS – Regular Mail Service (cont.)

• Parcel Post (Fourth-Class Mail) Used for items

weighing between 1 lb. and 70 lb.

Rates are based on weight and distance

• Bound Printed Material (Special Fourth-class mail)

Used for promotional advertising and directories

No personal correspondence

Bulk rates


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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

• Online postage

• 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

• Delivery confirmation


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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.)

• Sort and Open– Mail is often sorted according to

its priority• Urgent, registered mail, etc.• Personal or confidential mail• First class, airmail, and Priority Mail• Packages• Magazines and newspapers• Advertisements and catalogues

– Do not open personal mail without permission


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• Record – daily mail log – Mail received– Follow-up correspondence

• Annotate– Outline key points – Write reminders, comments,

or suggestions

• Distribute– Deliver items to mail

recipients


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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 outdated

samples properly

DO NOT Give patients samples

without the physician approval

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

Discard medication samples in trash cans or flush down sink or toilet


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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

7.1 Choose the right supplies for professional looking office correspondence.

– Letterhead

– Envelopes, labels

– Invoices

7.2 Medical assistants may be responsible for preparing– Routine

correspondence– Letters of referrals– Scheduling letters – Reports to insurance

companies– Instructions for exams

and lab reports


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In Summary (cont.)

7.3 Business letters

• Parts– Dateline– Subject line– Attention line– Body of letter– Complimentary closing– Signature block– Identification line– Notations

• Letter styles– Full-block– Modified-block– Modified block with

indented paragraphs– Simplified

• Punctuation styles– Open– Mixed


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In Summary (cont.)

7.4 Medical assistants should proofread and edit correspondence they create.

7.5 Keep reference tools available when editing and proofreading.

7.6 The processing incoming and outgoing mail includes properly sorting, opening, recording, annotating, and distributing the mail.

7.7 The United States Postal Service offers a variety of services for letters and packages and can now compete with other mail and package delivery services.


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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

End of Chapter 7

Documents

Managing Correspondence and Mail