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Written Communications and Mail Processing Chapter 13 Copyright © 2011, 2007, 2004 by Saunders, Written Communications and Mail Processing Chapter 13 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1

Introduction Written communications are a reflection of the physician and his or her office 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 2

This chapter will examine: Responsibilities of the medical assistant with regard to equipment and 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 3

Importance of Written Communications Promotes a good impression of the physician and the office Importance of Written Communications Promotes a good impression of the physician and the office staff Enhances the art of effective communication Promotes better health care by providing accurate information about and to the patient Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 4

Types of Written Communications Letters Memorandums Orders for supplies email Facsimiles Medical records Instructions Types of Written Communications Letters Memorandums Orders for supplies email Facsimiles Medical records Instructions for patients Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 5

Written Communications as a Public Relations Tool Public relations tells the organization’s story. Presents Written Communications as a Public Relations Tool Public relations tells the organization’s story. Presents the organization in the best possible light. Communicates all of the positive aspects of the business. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 6

Reflection on the Physician Everything that happens in the office is a reflection on Reflection on the Physician Everything that happens in the office is a reflection on the physician and staff. Written communications must be well written and grammatically correct. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 7

Writing Skills and Composing Tips for Business Letters Keep the length to about one 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 8

More Writing Tips Keep sentences short. Put only one idea in each sentence. Eliminate 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 9

Grammar Review Good grammar is essential for medical assistants who deal with written communications. 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 10

Parts of Speech Nouns Person, place, or thing. Thought, idea, or concept. Common nouns Parts of Speech Nouns Person, place, or thing. Thought, idea, or concept. Common nouns are general persons, places, or things. Proper nouns are specific. Examples: freedom, bank, Mrs. Adams, Dallas Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 11

Parts of Speech Pronouns Replace nouns Provide writer with shortcuts so that proper nouns Parts of Speech Pronouns Replace nouns Provide writer with shortcuts so that proper nouns are not constantly repeated Examples: he, she, it, us, they Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 12

Parts of Speech Verbs Action words that express movement. Linking verbs express a condition Parts of Speech Verbs Action words that express movement. Linking verbs express a condition or state of being. Examples: runs, drove, typed Linking verbs: is, am, are, was, been Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 13

Parts of Speech Adjectives Describe nouns and pronouns May show which one, how many, Parts of Speech Adjectives Describe nouns and pronouns May show which one, how many, what kind Examples: golden, mangy, crooked Articles: a, an, the Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 14

Parts of Speech Adverbs Describe verbs, adjectives, or other adverbs Specify when, where, to Parts of Speech Adverbs Describe verbs, adjectives, or other adverbs Specify when, where, to what extent, or how Examples: unusually, never, quite Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 15

Parts of Speech Prepositions Connecting words that show a relationship between nouns, pronouns, or Parts of Speech Prepositions Connecting words that show a relationship between nouns, pronouns, or other words in a sentence Examples: by, from, of, to, in, at, with, into, on Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 16

Parts of Speech Conjunctions Join words or phrases Examples: and, or, nor, but Copyright Parts of Speech Conjunctions Join words or phrases Examples: and, or, nor, but Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 17

Parts of Speech Interjections Show strong feeling Usually followed by an exclamation point or Parts of Speech Interjections Show strong feeling Usually followed by an exclamation point or a comma Examples: Ouch! Wow! Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 18

Making Sense of Sentences Types of Sentences Declarative Interrogatory Imperative Exclamatory Copyright © 2011, Making Sense of Sentences Types of Sentences Declarative Interrogatory Imperative Exclamatory Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 19

Sentence Structure Three basic patterns: Subject-predicate Subject-object Subject-complement Copyright © 2011, 2007, 2004 by Sentence Structure Three basic patterns: Subject-predicate Subject-object Subject-complement Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 20

Sentence Errors Three main errors in sentences: Sentence fragment Run-on sentence Comma splice Copyright Sentence Errors Three main errors in sentences: Sentence fragment Run-on sentence Comma splice Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 21

Personal Tools Up-to-date standard dictionary Medical dictionary Composition handbook English-language reference manual Thesaurus List Personal Tools Up-to-date standard dictionary Medical dictionary Composition handbook English-language reference manual Thesaurus List of troublesome spelling words Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 22

Personal Tools Templates will also help the medical assistant in building a portfolio. Templates Personal Tools Templates will also help the medical assistant in building a portfolio. Templates guide or offer a pattern for new documents. Templates are available as an online help for the business environment, most at no cost to the user. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 23

Equipment and Supplies Know how to use available equipment and keep it in good Equipment and Supplies Know how to use available equipment and keep it in good working order. Keep equipment manuals available. Use high-quality supplies. These factors will help the medical assistant produce high-quality documents. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 24

Equipment Computers Letters and documents can be saved and used repeatedly after minor changes Equipment Computers Letters and documents can be saved and used repeatedly after minor changes are made. Add graphics, compute figures, and use multimedia to enhance appearance and effectiveness of documents. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 25

Equipment Copiers Maintain the copier for best reproduction. Change toner cartridges when necessary. Copyright Equipment Copiers Maintain the copier for best reproduction. Change toner cartridges when necessary. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 26

Equipment Scanners Provide high resolution Produce images of written text and documents Can be Equipment Scanners Provide high resolution Produce images of written text and documents Can be used to store documents more efficiently than with paper copies Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 27

Equipment Printers Benefits of the all-in-one printer Print Ø Fax Ø Copy Ø Scan Equipment Printers Benefits of the all-in-one printer Print Ø Fax Ø Copy Ø Scan Ø Lab-quality photo printing Ø Wireless connectivity Ø Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 28

Supplies Stationery Paper quality affects impact of the communication on the reader Paper types Supplies Stationery Paper quality affects impact of the communication on the reader Paper types All sulfite (wood pulp) All-cotton fiber (rag) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 29

Supplies Stationery—Substance number Based on the weight of a ream consisting of 500 sheets Supplies Stationery—Substance number Based on the weight of a ream consisting of 500 sheets of 17 - x 22 -inch paper. The larger the number, the heavier the paper. Common weights are 16, 20, and 24 lb. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 30

Sizes and Types of Letterhead Paper Letterhead paper is available in four basic sizes: Sizes and Types of Letterhead Paper Letterhead paper is available in four basic sizes: Standard or Letter Monarch or Executive Baronial Legal 8½ x 11 inches 8¼ x 10½ inches 5½ x 8½ inches 8½ x 14 inches Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 31

Continuation Pages Second and continuing pages of letterhead. Plain bond paper matching the letterhead. Continuation Pages Second and continuing pages of letterhead. Plain bond paper matching the letterhead. Always use matching paper for continuation pages. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 32

Envelopes Basic sizes and types No. 10 (general business size) No. 6¾ (often used Envelopes Basic sizes and types No. 10 (general business size) No. 6¾ (often used for statements) Window Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 33

Letter Styles Four basic styles: Block Modified block or standard Modified block indented Simplified Letter Styles Four basic styles: Block Modified block or standard Modified block indented Simplified Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 34

Block Letter Style All lines flush to the left margin Very efficient Less attractive Block Letter Style All lines flush to the left margin Very efficient Less attractive Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 35

Block Letter Style (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Block Letter Style (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 36

Modified Block Letter Style Dateline, complimentary closing, and typewritten signature all begin at the Modified Block Letter Style Dateline, complimentary closing, and typewritten signature all begin at the center. All other lines begin flush with the left margin. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 37

Modified Block Letter Style (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint Modified Block Letter Style (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 38

Modified Block with Indented Paragraphs Identical to block except that the first line of Modified Block with Indented Paragraphs Identical to block except that the first line of each paragraph is indented five spaces. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 39

Modified Block with Indented Paragraphs (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an Modified Block with Indented Paragraphs (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 40

Simplified All lines flush with the left margin. Salutation replaced with all-capital subject line 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 41

Simplified (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. Simplified (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 42

Spacing and Margins Business letters are usually single-spaced. First typed entry goes on the 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 43

Parts of Letters Heading Opening Body Closing Copyright © 2011, 2007, 2004 by Saunders, Parts of Letters Heading Opening Body Closing Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 44

Heading Includes letterhead and dateline Usually centered at the top of the page Includes 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 45

Opening Consists of inside address, salutation, and the optional attention line. Inside address Starts 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 46

Opening Use courtesy titles. Follow names with academic degrees. Do not use both a 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, M. D. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 47

Opening Salutation Introductory greeting Flush with left margin Second line below last line of Opening Salutation Introductory greeting Flush with left margin Second line below last line of address Usually followed by a colon Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 48

Opening Attention line Optional Flush with left margin Second line below inside address Copyright Opening Attention line Optional Flush with left margin Second line below inside address Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 49

Body If used, subject line is placed on the second line below the salutation. Body If used, subject line is placed on the second line below the salutation. Includes message of the letter. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 50

Closing Includes: Complimentary closing Typed signature Reference initials Special notations Copyright © 2011, 2007, Closing Includes: Complimentary closing Typed signature Reference initials Special notations Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 51

Postscripts Place emphasis on an idea or statement May express an afterthought Follow letter Postscripts Place emphasis on an idea or statement May express an afterthought Follow letter style when using postscripts Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 52

Continuation Pages Heading for continuation pages includes: Name of the addressee Page number Date 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. Continuation page headings are singlespaced. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 53

Signing the Letter Physician usually signs: Medical Assistant signs: Letters with medical Routine letters Signing the Letter Physician usually signs: Medical Assistant signs: Letters with medical Routine letters advice Orders for office Letters to medical supplies societies Notifications to Referral and patients about surgery consultation reports or hospital arrangements Medical reports to insurance companies Collection letters Personal letters Letters of solicitation Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 54

More Types of Written Communications Telephone messages Name of the person being called Name 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 55

More Types of Written Communications Email messages Faxes Memorandums Copyright © 2011, 2007, 2004 More Types of Written Communications Email messages Faxes Memorandums Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 56

Disclaimers Many email messages contain a disclaimer stating that email is not a secure Disclaimers Many email messages contain a disclaimer stating that email is not a secure form of communication and that the message is intended only for the person to whom it is sent. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 57

Editing Most documents are edited prior to being mailed or delivered. Proofread all documents. Editing Most documents are edited prior to being mailed or delivered. Proofread all documents. Mark changes. Learn software programs and their editing capabilities. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 58

Developing a Portfolio Portfolios consist of sample letters that are used in various situations. Developing a Portfolio Portfolios consist 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 59

U. S. Postal Service Independent establishment of the executive branch of the U. S. 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 60

Mail Processing Incoming mail usually includes: General correspondence Payments for services Bills for office 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 61

Opening the Mail Follow office policy. Do not open mail that is marked “personal. Opening the Mail Follow office policy. Do not open mail that is marked “personal. ” Use a methodic system to open and process mail efficiently. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 62

Annotating Read each item of mail. Underline significant words or phrases. Note in the 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 63

Responding to Mail Read through the annotations. Draft a reply. Review the original letter, 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 64

Mail Requiring Special Handling Payment receipts Insurance information Drug samples Vacation mail Copyright © Mail Requiring Special Handling Payment receipts Insurance information Drug samples Vacation mail Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 65

Handling Vacation Mail Determine: Is this important enough that the physician should be contacted? 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? Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 66

Outgoing Mail Fold and insert letters correctly. Address the envelopes accurately. Follow OCR guidelines Outgoing Mail Fold and insert letters correctly. Address the envelopes accurately. Follow OCR guidelines on envelopes. Always use a return address. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 67

Cost-Saving Mailing Procedures Use ZIP codes. Presort mail. Use correct postage. Take advantage of Cost-Saving Mailing Procedures Use ZIP codes. Presort mail. Use correct postage. Take advantage of bulk mail if possible. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 68

Postage Meters Most efficient way of stamping mail. Can print postage on adhesive strips 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 69

Postage Meters (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Postage Meters (cont’d) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 70

Classifications of Mail Express Mail Available 7 days a week, 365 days a year 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 Automatically insured up to $100 free of charge Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 71

Classifications of Mail First-class mail Letters, postal cards, postcards, and business reply mail 13 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. 44 (effective 5/11/09) Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 72

Forever Stamps First issued in 2007 Used on first-class mail 1 oz or less Forever Stamps First issued in 2007 Used on first-class mail 1 oz or less Always valid, no matter what the purchase price Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 73

Classifications of Mail Priority Mail First-class mail over 13 oz. Maximum weight 70 lb. 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 74

Classifications of Mail Media mail Books Film Manuscripts Printed music Printed test materials Sound Classifications of Mail 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 75

Special Services Insured mail Insurance for coverage against loss or damages Available for priority Special Services Insured mail Insurance for coverage against loss or damages Available for priority mail, first-class mail, parcel post Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 76

Special Services Registered mail Additional protection for all classes of mail. Sender can request 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. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 77

Special Services Postal money orders Convenient way of mailing money Amounts up to $700 Special Services Postal money orders Convenient way of mailing money Amounts up to $700 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 78

Special Services Special delivery Mail of any class can be sent special delivery. This Special Services Special delivery Mail of any class can be sent special delivery. This service does not speed delivery to designated post office. The service does ensure immediate delivery once it arrives at the designated post office. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 79

Special Services Special handling Fees in addition to required postage Increases speed of delivery 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 80

Special Services Certified mail For mail without intrinsic value Items such as contracts, deeds, 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 81

Special Services Certificate of mailing Provides proof of mailing Obtain form at the post 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 Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 82

Private Delivery Services Federal Express United Parcel Service Emery Airborne Express DHL Copyright © Private Delivery Services Federal Express United Parcel Service Emery Airborne Express DHL Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 83

Special Services Forwarding mail Obtaining a changed address Recalling mail Returned mail Tracing lost Special Services Forwarding mail Obtaining a changed address Recalling mail Returned mail Tracing lost mail Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 84

email Messages Not guaranteed to be a secure form of communication Consider the alternatives email Messages Not guaranteed to be a secure form of communication Consider the alternatives Add a disclaimer to outgoing email Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 85

Faxed Messages Use the disclosure statement. Call ahead to alert the person who is Faxed Messages Use the disclosure statement. Call ahead to alert the person who is receiving the fax. Promote confidentiality. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 86

Standard mail Advertising Promotional Directory Editorial material Copyright © 2011, 2007, 2004 by Saunders, Standard mail Advertising Promotional Directory Editorial material Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 87

Business Mail Benefits Acquire new customers Ø Retain and grow current customers Ø Fulfill Business Mail Benefits Acquire new customers Ø Retain and grow current customers Ø Fulfill orders and transactions Ø Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 88

Non-Profit Mail Non-Profit organizations are eligible for additional discounts Search the USPS website for Non-Profit Mail Non-Profit organizations are eligible for additional discounts Search the USPS website for more information Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 89

Using Mail Merge Useful to create a group of documents similar in text Personalize Using Mail Merge Useful to create a group of documents similar in text Personalize mail instead of addressing as “Dear patients” Use for Letters, emails, faxes and labels Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 90

Summary of Scenario Make an attempt to get along with all office employees. Remember Summary of Scenario Make an attempt to get along with all office employees. Remember that all written communication is a reflection of the physician and practice. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 91

Closing Comments Make certain that all communication is written in a professional manner. Office Closing Comments Make certain that all communication is written in a professional manner. Office staff members must be able to read what is written many years later. English skills are vitally important to the medical assistant. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 92