Download - IHC chapter 17 4th edition
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Chapter 17Written 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
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Components of Good Writing
• Logical organization• Attention to detail• Correct spelling, grammar, and format• Complete and accurate
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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
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Preparing to Write
• Determine purpose– Inform– Persuade– Gather information– Encourage action
• Generate ideas for content• Consider readers
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Question
• True or False:– It is best to have only one purpose for a written
document.
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Answer
• False• Written document may have more than one
purpose
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Question
• True or False:– It is best to avoid using medical terminology in
materials written for patients.
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Answer
• True• Most patients do not know meanings of
medical terms
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Preparing to Write
• Organize content1. Introduction2. Body3. Conclusion
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Starting to Write
• Options:– Create formal outline– Create informal outline– Draw diagram
• Mind map
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Starting to Write
• Write first draft quickly– Focusing on content
• Correct grammar and spelling when writing final draft
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Question
• Using a mind map to organize content when writing is especially appropriate for _____ learners.A. AuditoryB. KinestheticC. Visual
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Answer
• C. Visual• Mind maps
– Types of diagrams– Most useful for visual learners
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Starting to Write
• First sections of sample formal outline:I. Introduction
A. Threat to healthB. Vaccine available
II.SymptomsA. Loss of appetiteB. Fatigue
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Spell Your Way to Success
• Spelling errors can have serious consequences– Confusion– Medical errors
• Latin- and Greek-based medical terms can be difficult
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Spelling Tools
• General English dictionary• Medical dictionaries• Word books for health care specialties• Online dictionaries• Computerized spell-checkers• Pharmaceutical reference guides
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Question
• True or False:– Using the spell-checker that comes with word
processing software is usually enough to ensure correct spelling in a document.
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Answer
• False• Spell-checkers cannot identify words
spelled correctly but used incorrectly– E.g., to, too, two
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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
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Spelling Tips
• Memorize words that are look-alikes• Review tricky words regularly• Set weekly goals to learn correct spelling of
select words
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Question
• Which of the following is the correct spelling for the second month of the year?A. FebuaryB. FebruaryC. Februery
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Answer
• B. February• February
– Correct spelling
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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
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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
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Grammar at a Glance
• Correct grammar reflects favorably on professional and facility– Sign of good education, competence, and
professionalism
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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.
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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
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Business Letters
• Business letters create important link between health care providers and their patients and colleagues– E.g., appointment, collection, consultation,
inquiry
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Form Letters
• Save time• Personalize with word processing software• Sign personally when possible
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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
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Business Letter Formats
• Block– All lines even with left margin
• Modified block– All lines even with left margin except date,
closing, and signature
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Business Letter Formats
• Semi-block– First sentences of paragraphs indented five
spaces
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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
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Question
• On a business letter written by medical assistant Jennifer for Dr. Ramon, the reference initials refer to:A. Dr. RamonB. JenniferC. Dr. Ramon and Jennifer
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Answer
• C. Dr. Ramon and Jennifer• Reference initials refer to both Dr. Ramon
and Jennifer
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Mailing Business Letters
• Preparing letters for mailing– Use plain paper for second (and following)
page• Fold properly
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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
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Memos
• Purpose:– Share information within organization
• E.g., policy changes, schedules
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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
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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
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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
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Minutes of Meetings
• Contents:– Date and time meeting called to order– Members present– Acceptance/correction of previous minutes– Announcements or new business
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Minutes of Meetings
• Contents:– Short write-up of discussions– Date and time of next meeting– Time of adjournment– Signature of person taking minutes
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Question
• True or False:– Minutes of meetings can serve as documents
for regulatory purposes.
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Answer
• True• Minutes of meetings can serve as official
documents
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Written Education Materialsfor Patients
• Important part of effective patient education• Example topics:
– Nutrition– Preparing for diagnostic test or surgery– Self-exams– Quitting smoking– Wound care
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Written Education Materialsfor Patients
• Be accurate and well organized• Use appropriate reading level• Avoid technical language• Use illustrations, if appropriate• Maintain in computerized files
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Confidentiality of Written Materials
• Must be inaccessible to unauthorized individuals
• Respect confidentiality at all times• Any document with patient’s name is
confidential
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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
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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