Chapter 17Written Communication     © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied,     duplicat...
Written Communication• Vital to health care delivery  – Provide important links between    patients, professionals, and fa...
Components of Good Writing•   Logical organization•   Attention to detail•   Correct spelling, grammar, and format•   Comp...
Organizing Content• Organize so reader can follow easily• All types of documents should be well  organized• Written materi...
Preparing to Write• Determine purpose  – Inform  – Persuade  – Gather information  – Encourage action• Generate ideas for ...
Question• True or False:  – It is best to have only one purpose for a written    document.            © 2012 Cengage Learn...
Answer• False• Written document may have more than one  purpose          © 2012 Cengage Learning. All Rights Reserved. May...
Question• True or False:  – It is best to avoid using medical terminology in    materials written for patients.           ...
Answer• True• Most patients do not know meanings of  medical terms          © 2012 Cengage Learning. All Rights Reserved. ...
Preparing to Write• Organize content  1. Introduction  2. Body  3. Conclusion            © 2012 Cengage Learning. All Righ...
Starting to Write• Either:  – Create formal outline  – Create informal outline  – Draw diagram     • Mind map            ©...
Starting to Write• Write first draft quickly  – Focusing on content• Correct grammar and spelling when writing  final draf...
Question• Using a mind map to organize content  when writing is especially appropriate for  _____ learners.  A. Auditory  ...
Answer• C. Visual• Mind maps  – Types of diagrams  – Most useful for visual learners            © 2012 Cengage Learning. A...
Starting to Write• First sections of sample formal outline:  I. Introduction    A. Threat to health    B. Vaccine availabl...
Spell Your Way to Success• Spelling errors can have serious  consequences  – Confusion  – Medical errors• Latin- and Greek...
Spelling Tools•   General English dictionary•   Medical dictionaries•   Word books for health care specialties•   Online d...
Question• True or False:  – Using the spell-checker that comes with word    processing software is usually enough to    en...
Answer• False• Spell-checkers cannot identify words  spelled correctly but used incorrectly  – E.g., to, too, two         ...
Spelling Tips• Learn major spelling rules  – i before e except after c  – When to drop final e or double final consonant  ...
Spelling Tips• Memorize words that are look-alikes• Review tricky words regularly• Set weekly goals to learn correct spell...
Question• Which of the following is the correct spelling  for the second month of the year?  A. Febuary  B. February  C. F...
Answer• B. February• February  – Correct spelling            © 2012 Cengage Learning. All Rights Reserved. May not be scan...
Learning Strategies for Spelling•   Write words several times•   Spell words out loud•   Make flashcards•   List words on ...
Grammar at a Glance• Focus areas:  – Capitalization  – Punctuation  – Writing numbers correctly  – Writing titles correctl...
Question• Which of the following sentences is  punctuated correctly?  A. It’s time for Mr. Howard’s medication.  B. Its ti...
Answer• A. It’s time for Mr. Howard’s medication.• Apostrophe  – Used for contractions     • It’s = it is  – Used to show ...
Business Letters• Business letters create important link  between patients, health care  providers, and professionals  – E...
Form Letters• Save time• Personalize with word processing software• Sign personally when possible           © 2012 Cengage...
Organization of a Business Letter1. Introduction  – State purpose of letter2. Body  – Provide information and explanation3...
Business Letter Formats• Full block  – All lines even with left margin• Block  – All lines even with left margin except   ...
Business Letter Formats• Modified block  – First sentences of paragraphs indented five    spaces            © 2012 Cengage...
Business Letter Contents• Sender’s contact                                      • Complimentary closing  information      ...
Question• On a business letter written by medical  assistant Jennifer for Dr. Ramon, the  reference initials refer to:  A....
Answer• C. Dr. Ramon and Jennifer• Reference initials refer to both Dr. Ramon  and Jennifer           © 2012 Cengage Learn...
Mailing Business Letters• Preparing letters for mailing  – Use plain paper for second (and following)    page• Fold proper...
Mailing Business Letters• Address envelope  – Use all caps  – Do not punctuate  – Use zip code  – Do not write in lower-ri...
Memos• Purpose:  – Share information within organization    • E.g., policy changes, schedules             © 2012 Cengage L...
Memos• Guidelines:  – May print or send electronically  – Write clearly and concisely  – Make easy to understand  – Ensure...
Meeting Agendas•   Reason for meeting•   Date and location•   Start and end times•   Topics to be discussed•   What attend...
Minutes of Meetings•   Documents meeting•   Informs those who did not attend•   Creates record of facility business•   Ser...
Minutes of Meetings• Contents:  – Date and time meeting called to order  – Members present  – Acceptance/correction of pre...
Minutes of Meetings• Contents:  – Short write-up of discussions  – Date and time of next meeting  – Time of adjournment  –...
Question• True or False:  – Minutes of meetings can serve as documents    for regulatory purposes.           © 2012 Cengag...
Answer• True• Minutes of meetings can serve as official  documents           © 2012 Cengage Learning. All Rights Reserved....
Written Education Materials             for Patients• Important part of effective patient education• Example topics:  – Nu...
Written Education Materials               for Patients•   Be accurate and well organized•   Use appropriate reading level•...
Confidentiality of Written Materials• Must be inaccessible to unauthorized  individuals• Respect confidentiality at all ti...
Proofreading Written Work• All written work should be proofread  – Verify content  – Check organization  – Read aloud  – C...
Proofreading Written Work• Print out documents if difficult to proof on  computer screen• If unsure, check with qualified ...
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Chapter 17 Written Communication

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Chapter 17 Written Communication

  1. 1. Chapter 17Written Communication © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  2. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  3. 3. Components of Good Writing• Logical organization• Attention to detail• Correct spelling, grammar, and format• Complete and accurate © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  4. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  5. 5. Preparing to Write• Determine purpose – Inform – Persuade – Gather information – Encourage action• Generate ideas for content• Consider readers © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  6. 6. Question• True or False: – It is best to have only one purpose for a written document. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  7. 7. Answer• False• Written document may have more than one purpose © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  8. 8. Question• True or False: – It is best to avoid using medical terminology in materials written for patients. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  9. 9. Answer• True• Most patients do not know meanings of medical terms © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  10. 10. Preparing to Write• Organize content 1. Introduction 2. Body 3. Conclusion © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  11. 11. Starting to Write• Either: – Create formal outline – Create informal outline – Draw diagram • Mind map © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  12. 12. Starting to Write• Write first draft quickly – Focusing on content• Correct grammar and spelling when writing final draft © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  13. 13. Question• Using a mind map to organize content when writing is especially appropriate for _____ learners. A. Auditory B. Kinesthetic C. Visual © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  14. 14. Answer• C. Visual• Mind maps – Types of diagrams – Most useful for visual learners © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  15. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  16. 16. Spell Your Way to Success• Spelling errors can have serious consequences – Confusion – Medical errors• Latin- and Greek-based medical terms can be difficult © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  17. 17. Spelling Tools• General English dictionary• Medical dictionaries• Word books for health care specialties• Online dictionaries• Computerized spell-checkers• Pharmaceutical reference guides © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  18. 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. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  19. 19. Answer• False• Spell-checkers cannot identify words spelled correctly but used incorrectly – E.g., to, too, two © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  20. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  21. 21. Spelling Tips• Memorize words that are look-alikes• Review tricky words regularly• Set weekly goals to learn correct spelling of select words © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  22. 22. Question• Which of the following is the correct spelling for the second month of the year? A. Febuary B. February C. Februery © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  23. 23. Answer• B. February• February – Correct spelling © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  24. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  25. 25. Grammar at a Glance• Focus areas: – Capitalization – Punctuation – Writing numbers correctly – Writing titles correctly © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  26. 26. 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. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  27. 27. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  28. 28. Business Letters• Business letters create important link between patients, health care providers, and professionals – E.g., appointment, collection, consultation, inqu iry © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  29. 29. Form Letters• Save time• Personalize with word processing software• Sign personally when possible © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  30. 30. Organization of a Business Letter1. Introduction – State purpose of letter2. Body – Provide information and explanation3. Conclusion – Summarize – State action reader should take, if any © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  31. 31. Business Letter Formats• Full block – All lines even with left margin• Block – All lines even with left margin except date, closing, and signature © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  32. 32. Business Letter Formats• Modified block – First sentences of paragraphs indented five spaces © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  33. 33. Business Letter Contents• Sender’s contact • Complimentary closing information • Keyed and written• Date signatures• Recipient’s address • Reference initials• Salutation (greeting) • Enclosure notation• Subject line © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  34. 34. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  35. 35. Answer• C. Dr. Ramon and Jennifer• Reference initials refer to both Dr. Ramon and Jennifer © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  36. 36. Mailing Business Letters• Preparing letters for mailing – Use plain paper for second (and following) page• Fold properly © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  37. 37. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  38. 38. Memos• Purpose: – Share information within organization • E.g., policy changes, schedules © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  39. 39. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  40. 40. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  41. 41. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  42. 42. Minutes of Meetings• Contents: – Date and time meeting called to order – Members present – Acceptance/correction of previous minutes – Announcements or new business © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  43. 43. Minutes of Meetings• Contents: – Short write-up of discussions – Date and time of next meeting – Time of adjournment – Signature of person taking minutes © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  44. 44. Question• True or False: – Minutes of meetings can serve as documents for regulatory purposes. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  45. 45. Answer• True• Minutes of meetings can serve as official documents © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  46. 46. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  47. 47. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  48. 48. Confidentiality of Written Materials• Must be inaccessible to unauthorized individuals• Respect confidentiality at all times• Any document with patient’s name is confidential © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  49. 49. Proofreading Written Work• All written work should be proofread – Verify content – Check organization – Read aloud – Check spelling by reading backwards – Use spelling and grammar checkers © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
  50. 50. 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 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.

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