CMA Module 2- Ch 20: Written Communications

Q: What are common forms of written correspondence in a medical office?

A: Referral letters, consultation notes, exam reminders, and patient education sheets.

Q: What are templates used for?

A: Standardized, predesigned documents for efficiency and consistency.

Q: What should all emails in healthcare follow?

A: HIPAA compliance and office privacy policies.

Q: How can email viruses be prevented?

A: Verify sender, avoid unknown attachments, and use antivirus software.

Q: What is the purpose of HIPAA communication rules?

A: To protect patient privacy in all forms of communication.

Q: What is a Notice of Privacy Practices (NPP)?

A: A form that explains how a facility handles personal health information.

Q: What are effective spelling tips?

A: Visualize, pronounce, write in syllables, and use a dictionary.

Q: Why is punctuation important?

A: It clarifies meaning and makes writing easier to read.

Q: What must you always do before sending written communication?

A: Proofread for grammar, spelling, and accuracy.

Q: What are components of a business letter?

A: Letterhead, date, inside address, greeting, body, closing, and signature.

Q: What should consultation letters include?

A: Reason for visit, date/time, contact info, and insurance authorization if needed.

Q: What is the process for handling incoming mail?

A: Open, sort, process, and distribute per office policy.

Q: What are the main steps for preparing mailings?

A: Addressing, folding, and stamping correctly.

Q: How do you send confidential correspondence securely?

A: Use registered mail with signature confirmation per HIPAA.

What are the main forms of written communication in a medical office?

Email, form letters, EHR entries, and business letters.

What is interoffice communication?

Communication exchanged within the office among colleagues or departments.

What is the purpose of interoffice communication?

To share internal information or updates between coworkers or providers.

What are informal notes used for?

Personal or casual communication within the office.

When are personal letters written?

For friendly or personal correspondence such as congratulations or thanks.

Who might a provider ask to write a personal letter?

A medical assistant.

What are professional letters used for?

To correspond with other healthcare professionals or boards about practice-related matters.

Give examples of professional letter topics.

Medical society elections, journal submissions, or ethics inquiries.

What are form letters?

Prewritten templates used to communicate routine business information.

Give an example of a form letter.

Appointment reminders or physical exam notices.

What’s an advantage of form letters?

They save time and ensure consistent information.

How are form letters completed?

By filling in specific patient or appointment details.

What is one main benefit of using email in medical offices?

Quick and cost-efficient communication.

Why is email productivity higher than postal mail?

Messages and reports can be sent instantly.

What is a key disadvantage of using email?

Tone can be misinterpreted without face-to-face cues.

What law governs email security in healthcare?

HIPAA (Health Insurance Portability and Accountability Act).

Why must emails be encrypted and password-protected?

To maintain confidentiality and prevent unauthorized access.

Who owns workplace emails?

The employer or organization.

The company owns workplace email. What does this mean for employees?

The company can review or search email messages.

Why must caution be used with forwarding emails?

Forwarding may violate privacy or expose sensitive data.

Can deleted emails be recovered?

Yes, they can be retrieved for legal evidence.

What is one major legal risk of careless email use?

HIPAA violations or court evidence in civil/criminal cases.

Why should you avoid informal writing styles in emails?

It can appear unprofessional or unclear.

What should be avoided in professional email writing?

Slang, emojis, or overly brief 'text-message' language.

How should professional emails be written?

Clear, complete, polite, and to the point.

What does 'company policy' prohibit forwarding?

Internal procedures, patient data, or confidential files.

What should you do before opening email attachments?

Verify the sender and check for suspicious subjects.

What software helps prevent email viruses?

Antivirus protection software.

Why should healthcare employees be cautious with 'freedom of speech' in email?

Comments can be misused or lead to disciplinary action.

What must patients sign to allow information release?

A release of information form.

When is a release not required?

When sharing info for care, consultation, or billing.

Who can receive patient info without new authorization?

Specialists, hospitals, and insurance providers for care or payment.

What does the 'Notice of Privacy Practices' explain?

How the office protects patient data under HIPAA.

Who is allowed access to patient records?

Only staff who need to view them for patient care.

How are numbers under 10 written?

Spelled out (e.g., 'two').

How are numbers 10 and above written?

As numerals (e.g., '12').

Why is accuracy essential in medical writing?

Errors can cause miscommunication or legal issues.

What should be checked before sending written material?

Spelling, punctuation, grammar, and context.

What is the basic rule for sentence structure?

One sentence = one complete thought.

How should referral notes or patient charts be written?

Concise and factual.

How should medical articles or reports be written?

In a more detailed and varied style.

What punctuation marks are commonly used in writing?

Periods, commas, semicolons, question marks, quotation marks, etc.

What are examples of correct capitalization?

Names, holidays, geographic places, and trademarked titles.

What are the three main letter styles?

Full block, modified block, and modified block with indents.

Describe full block style.

All elements start at the left margin.

Describe modified block style.

The date and closing are indented to the center.

Describe modified block with indented paragraphs.

Same as modified block but paragraphs are also indented.

Which letter style is most common in business?

Full block style.

What is included in a full block letter?

Dateline, address, salutation, body, closing, and signature — all left aligned.

Why is proper mail handling important in a medical office?

To ensure timely, confidential, and accurate communication.

How should incoming mail be sorted?

By priority and source (patients, providers, insurance, etc.).

What is the first step before opening mail?

Check for personal or suspicious envelopes.

What supplies are needed to open mail?

Letter opener, date stamp, paperclip, and stapler.

What should be done with suspicious mail?

Do not open; contact authorities or the post office.

How should cash received in mail be handled?

Count with a witness and sign a receipt.

Who must review patient-related mail before filing?

The physician.

How should meeting notices be handled?

Delivered promptly to the provider.

What should be done with professional journals?

Filed or placed in the reading area for later reference.

How should drug samples be managed?

Logged into inventory and stored securely.

What can be done with unneeded drug samples?

Donated to community clinics or service groups.

What should be done with mail during provider vacation?

Forward to on-call provider or designated staff.

Should urgent medical matters wait for return?

No, they must be addressed immediately.

Why should original documents not be mailed?

To protect against loss; only copies should be sent.

What should be done when mailing several envelopes?

Number consecutively and track them.

What should an office do if temporarily closed?

Request post office to hold mail.

What are the five main U.S. mail classifications?

Priority Mail Express, Priority Mail, First-Class Mail, Standard Post, and Media Mail.

Which mail class is fastest for urgent deliveries?

Priority Mail Express.

Which mail class is used for standard office correspondence?

First-Class Mail.

Which service is best for books and educational materials?

Media Mail.

What is Standard Post used for?

Large or heavy non-urgent items.

What is the key principle of written communication?

Clarity, professionalism, and accuracy.

Why is proofreading essential?

To correct grammar, spelling, and ensure professionalism.

What can poor writing skills cause?

Miscommunication or loss of credibility.

Why is HIPAA central to all correspondence?

It ensures patient confidentiality and legal compliance.

What is the best practice before sending any message?

Review for accuracy, tone, and confidentiality.

What is certified mail?

Provides proof of mailing at time of mailing and the date and time of delivery or attempted delivery. Requires your signature when delivered to you. Return receipt can be added to confirm delivery.

What is insured mail?

Provides coverage against loss or damage up to $5000.Return receipt can be added to confirm delivery.

What is registered mail?

Provides maximum security. Includes proof of mailing at time of mailing and date and time of delivery or attempted delivery. insurance can be added up to $25,000. Return receipt can be added to confirm delivery.