Written Communication

1. Chapter 17
Written Communication

2. Written Communication
• Vital to health care delivery
– Provide important links between patients,
professionals, and facilities
• Many kinds of documents
– E.g., reports, charts, records, letters
• Ability to write clearly and correctly
– Mark of professionalism

3. Components of Good Writing
• Logical organization
• Attention to detail
• Correct spelling, grammar, and format
• Complete and accurate

4. Organizing Content
• Organize so reader can follow easily
• All types of documents should be well
organized
• Written material must stand on its own
– No chance for reader questions or feedback

5. Preparing to Write
• Determine purpose
– Inform
– Persuade
– Gather information
– Encourage action
• Generate ideas for content
• Consider readers

6. Question
• True or False:
– It is best to have only one purpose for a written
document.

7. Answer
• False
• Written document may have more than one
purpose

8. Question
• True or False:
– It is best to avoid using medical terminology in
materials written for patients.

9. Answer
• True
• Most patients do not know meanings of
medical terms

10. Preparing to Write
• Organize content
1. Introduction
2. Body
3. Conclusion

11. Starting to Write
• Options:
– Create formal outline
– Create informal outline
– Draw diagram
• Mind map

12. Starting to Write
• Write first draft quickly
– Focusing on content
• Correct grammar and spelling when writing
final draft

13. Question
• Using a mind map to organize content
when writing is especially appropriate for
_____ learners.
A. Auditory
B. Kinesthetic
C. Visual

14. Answer
• C. Visual
• Mind maps
– Types of diagrams
– Most useful for visual learners

15. Starting to Write
• First sections of sample formal outline:
I. Introduction
A. Threat to health
B. Vaccine available
II.Symptoms
A. Loss of appetite
B. Fatigue

16. Spell Your Way to Success
• Spelling errors can have serious
consequences
– Confusion
– Medical errors
• Latin- and Greek-based medical terms can
be difficult

17. Spelling Tools
• General English dictionary
• Medical dictionaries
• Word books for health care specialties
• Online dictionaries
• Computerized spell-checkers
• Pharmaceutical reference guides

18. Question
• True or False:
– Using the spell-checker that comes with word
processing software is usually enough to
ensure correct spelling in a document.

19. Answer
• False
• Spell-checkers cannot identify words
spelled correctly but used incorrectly
– E.g., to, too, two

20. Spelling Tips
• Learn major spelling rules
– i before e except after c
– When to drop final e or double final consonant
when adding suffix
– Changing final y to ie
– Adding k to words ending in c when adding
suffix
– Making words plural

21. Spelling Tips
• Memorize words that are look-alikes
• Review tricky words regularly
• Set weekly goals to learn correct spelling of
select words

22. Question
• Which of the following is the correct
spelling for the second month of the year?
A. Febuary
B. February
C. Februery

23. Answer
• B. February
• February
– Correct spelling

24. Learning Strategies for Spelling
• Write words several times
• Spell words out loud
• Make flashcards
• List words on wall chart
• Create rhymes or associations
• Make personal dictionary

25. Grammar at a Glance
• Grammar is set of rules that determine
structure of a language
• Focus areas:
– Capitalization
– Punctuation
– Writing numbers correctly
– Writing titles correctly

26. Grammar at a Glance
• Correct grammar reflects favorably on
professional and facility
– Sign of good education, competence, and
professionalism

27. Question
• Which of the following sentences is
punctuated correctly?
A. It’s time for Mr. Howard’s medication.
B. Its time for Mr. Howard’s medication.
C. It’s time for Mr. Howards medication.

28. Answer
• A. It’s time for Mr. Howard’s medication.
• Apostrophe
– Used for contractions
• It’s = it is
– Used to show possession
• Mr. Howard’s medication

29. Business Letters
• Business letters create important link
between health care providers and
their patients and colleagues
– E.g., appointment, collection, consultation,
inquiry

30. Form Letters
• Save time
• Personalize with word processing software
• Sign personally when possible

31. Organization of a Business Letter
1. Introduction
– State purpose of letter
1. Body
– Provide information and explanation
1. Conclusion
– Summarize
– State action reader should take, if any

32. Business Letter Formats
• Block
– All lines even with left margin
• Modified block
– All lines even with left margin except date,
closing, and signature

33. Business Letter Formats
• Semi-block
– First sentences of paragraphs indented five
spaces

34. Business Letter Contents
• Sender’s contact
information
• Date
• Recipient’s address
• Salutation (greeting)
• Subject line
• Complimentary closing
• Keyed and written
signatures
• Reference initials
• Enclosure notation

35. Question
• On a business letter written by medical
assistant Jennifer for Dr. Ramon, the
reference initials refer to:
A. Dr. Ramon
B. Jennifer
C. Dr. Ramon and Jennifer

36. Answer
• C. Dr. Ramon and Jennifer
• Reference initials refer to both Dr. Ramon
and Jennifer

37. Mailing Business Letters
• Preparing letters for mailing
– Use plain paper for second (and following)
page
• Fold properly

38. Mailing Business Letters
• Address envelope
– Use all caps
– Do not punctuate
– Use zip code
– Do not write in lower-right-hand corner
– Include return address in upper-left-hand corner

39. Memos
• Purpose:
– Share information within organization
• E.g., policy changes, schedules

40. Memos
• Guidelines:
– May print or send electronically
– Write clearly and concisely
– Make easy to understand
– Ensure value exists for recipient
• Avoid excessive numbers of memos

41. Meeting Agendas
• Reason for meeting
• Date and location
• Start and end times
• Topics to be discussed
• What attendees should bring, if applicable
• Guest speaker(s), if applicable

42. Minutes of Meetings
• Documents meeting
• Informs those who did not attend
• Creates record of facility business
• Serves as guide for next meeting agenda
• Provides resource for future reference

43. Minutes of Meetings
• Contents:
– Date and time meeting called to order
– Members present
– Acceptance/correction of previous minutes
– Announcements or new business

44. Minutes of Meetings
• Contents:
– Short write-up of discussions
– Date and time of next meeting
– Time of adjournment
– Signature of person taking minutes

45. Question
• True or False:
– Minutes of meetings can serve as documents
for regulatory purposes.

46. Answer
• True
• Minutes of meetings can serve as official
documents

47. Written Education Materials
for Patients
• Important part of effective patient education
• Example topics:
– Nutrition
– Preparing for diagnostic test or surgery
– Self-exams
– Quitting smoking
– Wound care

48. Written Education Materials
for Patients
• Be accurate and well organized
• Use appropriate reading level
• Avoid technical language
• Use illustrations, if appropriate
• Maintain in computerized files

49. Confidentiality of Written Materials
• Must be inaccessible to unauthorized
individuals
• Respect confidentiality at all times
• Any document with patient’s name is
confidential

50. Proofreading Written Work
• All written work should be proofread
– Verify content
– Check organization
– Read aloud
– Check spelling by reading backward
– Use spelling and grammar checkers

51. Proofreading Written Work
• Print out documents if difficult to proof on
computer screen
• If unsure, check with qualified person
• Have written work checked as required by
facility