Medical assisting Administrative and clinical procedures (5e) Chapter 10 Written and electronic documents

After studying this chapter you will be able to: Explain why wellwritten documents are important to the image of the medical practice, describe the types of document supplies that will be used in a medical office, outline the general guidelines to effective writing, list and explain the purpose of different types of documents used in a medical office,...

CHAPTER 10 Written and Electronic Documents 10-2 Learning Outcomes (cont.) 10.1 Explain why well-written documents are important to the image of the medical practice 10.2 Describe the types of document supplies that will be used in a medical office 10.3 Outline the general guidelines to effective writing 10.4 List and explain the purpose of different types of documents used in a medical office 10.5 Explain why it is important to have a signed written consent from the patient for e-mail communications 10-3 Learning Outcomes (cont.) 10.6 Describe the tasks involved in editing and proofreading a document 10.7 Outline the steps for preparing a completed letter for mailing 10.8 Explain the differences among the different types of mail services offered by the USPS 10.9 Describe the steps involved in processing incoming mail 10-4 Introduction • Written documentation – Reflection of the office – Legal documents – Prepare with • Accuracy • Attention to detail 10-5 Professionalism and Document Preparation Learning to   Create Send  Receive correspondence properly ensures positive, effective communication between your office and others 10-6 Letterhead • Formal business stationary – – – – Name and address Associates Phone and fax numbers Website information and e-mail • All professional correspondence 10-7 Envelopes • No 10 – most common size • Grade of paper – A less expensive stock and quality for everyday documents – A more expensive stock and quality for professional correspondence 10-8 Professionalism and Document Preparation (cont.)  Labels  Invoices and statements – Preprinted statements – Computer-generated invoices and statements – Superbills or encounter forms 10-9 Apply Your Knowledge How does the quality of writing materials reflect back on a medical practice? ANSWER: Quality of writing materials conveys a professional image that reflects on the entire office staff When sending correspondence to another physician’s office, the medical assistant used the first envelope he came across It was an envelope used for invoices and he put the address label over the window What should he have done? ANSWER: The medical assistant should have looked for an envelope that matched the letterhead paper used 10-10 Effective Writing • Impression of the physician or office – Appearance – Message • Well written, polite and concise – Letters – Patient instructions – E-mails 10-42 U.S Postal Service Delivery • First-class mail – 11 ounces or less – Cost is based on weight – Forwarded at no extra cost • Second class mail • Media mail 10-43 U.S Postal Service Delivery (cont.) • Parcel Post • Bound printed material • Priority mail • Express mail 10-44 U.S Postal Service Delivery (cont.) • Special services – Online postage – Special delivery – Certified mail – Return receipt 10-45 U.S Postal Service Delivery (cont.) • Special services – Registered mail – Delivery confirmation – International mail – Tracing mail 10-46 Other Delivery Services • Companies – UPS – FedEx – DHL • Messengers or couriers 10-47 Apply Your Knowledge Which type of mail would you use to send each of the following: ANSWER: Confidential laboratory results C Advertisement about a new service B Patient invoice and billing statements A A First class mail B Bound printed matter C Certified mail D Express mail 111 One Drive Any, ST 11111 Right! 10-48 Processing Incoming Mail Distributing Annotating Recording Sorting and Opening 10-49 Processing Incoming Mail (cont.) • Sorting and Opening – Follow a regular procedure – Sort by priority • Recording – Daily mail log – Mail received – Follow-up correspondence 10-50 Processing Incoming Mail (cont.) • Annotating – Outline key points – Write reminders, comments, or suggestions • Distributing • Handling drug and product samples 10-51 Apply Your Knowledge Match the following: ANSWER: A.Sorting and Opening B.Recording C.Annotating D.Distributing C A B D C B A highlighting key points follow a regular procedure keep a log place in a folder with highest priority items on top attaching prior correspondence to a letter indicate follow-up and date it is completed use a priority system 10-52 In Summary 10.1 10.2 Well-written, neatly prepared documents are one of the most important means of communicating a professional image for the medical practice Document supplies used in a medical office include: letterhead and matching plain bond paper; matching envelopes for professional correspondence; lesser bond envelopes of varying sizes for other types of correspondence; padded envelopes and data mailers; and labels and statements 10-53 In Summary (cont.) 10.3 Know the type of person to whom you are writing and the purpose of the letter Use clarity Check spelling, grammar, and accuracy 10.4 A medical office uses different types of documents and correspondence Also, internal documents like memos may be used to provide staff information 10.5 All patient information, regardless of the form, is protected by HIPAA law and is to be guarded by the healthcare provider Before undertaking email communication with a patient, a signed written consent for email communication must be on file 10-54 In Summary (cont.) 10.6 Editing involves checking a document for factual accuracy, logical flow, conciseness, clarity, and tone Proofreading involves checking a document for grammatical, spelling, and formatting errors 10.7 After you have created, edited, and proofread a letter, it must be prepared for mailing This preparation includes having the letter signed, preparing the envelope, and folding and inserting the letter into the envelope Be sure to include any enclosures noted in the letter when folding it for insertion into the envelope 10-55 In Summary (cont.) 10.8 The mail delivery options offered by the USPS include: special delivery, certified mail, return receipt requested, registered mail, and delivery confirmation 10.9 The steps involved in processing incoming mail include: sorting and opening, recording, annotating, and distributing 10-56 End of Chapter 10 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 .. .10- 2 Learning Outcomes (cont.) 10. 1 Explain why well -written documents are important to the image of the medical practice 10. 2 Describe the types of document supplies that will be used in a medical. .. used in a medical office 10. 3 Outline the general guidelines to effective writing 10. 4 List and explain the purpose of different types of documents used in a medical office 10. 5 Explain why it is... office and others 10- 6 Letterhead • Formal business stationary – – – – Name and address Associates Phone and fax numbers Website information and e-mail • All professional correspondence 10- 7 Envelopes