Chapter 17 Written Communication

Chapter 17

Written Communication

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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


Components of Good Writing

• Logical organization
• Attention to detail
• Correct spelling, grammar, and format
• Complete and accurate


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


Preparing to Write

• Determine purpose
– Inform
– Persuade
– Gather information
– Encourage action
• Generate ideas for content
• Consider readers


Question

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


Answer

• False
• Written document may have more than one
purpose


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


Preparing to Write

• Organize content
1. Introduction
2. Body
3. Conclusion


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 draft


Question

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


Answer

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


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


Spell Your Way to Success

• Spelling errors can have serious
consequences
– Confusion
– Medical errors
• Latin- and Greek-based medical terms can
be difficult


Spelling Tools

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


Question

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


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
when adding suffix
– Changing final y to ie
– Adding k to words ending in c when adding
suffix
– Making words plural


Spelling Tips

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


Question

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


Answer

• B. February
• February
– Correct spelling


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


Grammar at a Glance

• Focus areas:
– Capitalization
– Punctuation
– Writing numbers correctly
– Writing titles correctly


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.


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


Business Letters

• Business letters create important link
between patients, health care
providers, and professionals
– E.g., appointment, collection, consultation, inqu
iry


Form Letters

• Save time
• Personalize with word processing software
• Sign personally when possible


Organization of a Business Letter

1. Introduction
– State purpose of letter
2. Body
– Provide information and explanation
3. Conclusion
– Summarize
– State action reader should take, if any


Business Letter Formats

• Full block
– All lines even with left margin
• Block
– All lines even with left margin except
date, closing, and signature


Business Letter Formats

• Modified block
– First sentences of paragraphs indented five
spaces


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


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


Answer

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


Mailing Business Letters

• Preparing letters for mailing
– Use plain paper for second (and following)
page
• Fold properly


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


Memos

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


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


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


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


Minutes of Meetings

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


Minutes of Meetings

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


Question

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


Answer

• True
• Minutes of meetings can serve as official
documents


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


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


Confidentiality of Written Materials

• Must be inaccessible to unauthorized
individuals
• Respect confidentiality at all times
• Any document with patient’s name is
confidential


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


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


Chapter 17 Written Communication

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