9781579476298

Handbook of Medical Office Communications: Effective Letters, Memos, and E-Mails

by
  • ISBN13:

    9781579476298

  • ISBN10:

    1579476295

  • Edition: 1st
  • Format: Nonspecific Binding
  • Copyright: 2004-12-14
  • Publisher: AMERICAN MEDICAL ASSOCIATION

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Summary

Reference is designed for helping medical office staff in both patient-related and employee-related communications. Covers the process of planning, organizing, formatting, writing, composing, and editing the most frequently used documents in medical practice. Accompanying CD-ROM offers useful templates. Softcover. DNLM: Correspondence--Handbooks.

Table of Contents

Preface xi
About the Author xiii
About the Coker Group xv
The Importance of a Well-Written Communication
1(6)
Patient Relations and Satisfaction
1(3)
Figure 1-1: Patient Satisfaction Pledge
2(1)
Correlation of Patient Education to Patient Satisfaction
3(1)
Obtaining Communication on Patient Satisfaction
3(1)
Figure 1-2: We Care Card
4(1)
Employee Relations and Satisfaction
4(2)
Figure 1-3: Sample Welcome Letter
5(1)
Conclusion
6(1)
Endnote
6(1)
The Letter and Memo Writing Process
7(10)
Preparation
7(2)
Overcoming Writer's Block
8(1)
Figure 2-1: Defining a Response
8(1)
Composition
9(2)
Figure 2-2: Using an Outline
9(1)
Figure 2-3: Mind Mapping Your Thoughts
10(1)
Editing
11(5)
Table 2-1: Reviewer's Checklist for the Writing Process
11(1)
Strengthening Your Writing Style: When Less Is Better
12(4)
Conclusion
16(1)
Endnotes
16(1)
The Professional Letter
17(10)
Components
17(6)
Letterhead
17(1)
Figure 3-1: Letterhead
18(1)
Date
19(1)
Inside Address
19(1)
Figure 3-2: Second Sheet
20(1)
Salutation
21(1)
Body of the Letter
22(1)
Complimentary Closing
22(1)
Signature Line
22(1)
Options
23(3)
Special Notations
23(1)
Subject Line
23(1)
Reference Initials
24(1)
Enclosure Notation
24(1)
Delivery Identification
24(1)
Copy Notation
25(1)
Postscript
25(1)
Conclusion
26(1)
The Format of a Professional Communication
27(8)
Formats
27(2)
Top Margins
28(1)
Bottom Margins
28(1)
Left and Right Margins
28(1)
Vertical Alignment
28(1)
Multiple-Page Letters
28(1)
Styles
29(1)
Extreme (Full) Block Format
29(1)
Modified Block (Standard) Format
29(1)
Modified Block (Indented) Format
29(1)
Simplified Format
29(1)
Readability
29(3)
Figure 4-1: Extreme Block Letter
30(1)
Figure 4-2: Simplified Letter
31(1)
Conclusion
32(3)
Envelopes, Labels, and Delivery
35(14)
United States Postal Service
35(11)
Delivery Address
35(2)
Figure 5-1: Addressing an Envelope
37(1)
Return Address
38(1)
Simplified Addressing
39(1)
Special Address Services (Ancillary Service Endorsements)
39(1)
Table 5-1: Addressing Guidelines
39(1)
Permits and Postage
40(1)
Precanceled Stamps
41(1)
Postage Meter
41(1)
Permit Imprint
41(1)
Figure 5-2: Postage From a Postage Meter
41(1)
Figure 5-3: Permit Imprint Indicia
42(1)
Additional Resources for Business Mailers
43(1)
USPS Terminology
43(2)
USPS Calendar
45(1)
Special Delivery Options
45(1)
Other Carriers
46(1)
Conclusion
47(2)
Common Letters
49(14)
Introductions
49(3)
Figure 6-1: Introduction Letter for a New Associate
50(1)
Figure 6-2: Introduction Letter for a New Telephone System
51(1)
Thank You
52(1)
Requests
53(2)
Figure 6-3: Letter of Request
54(1)
Announcements
55(1)
Marketing
55(1)
Apology
56(1)
Employment
57(1)
Proposals
57(1)
Request for Proposals
58(1)
Credit Adjustments
59(1)
Complaints
60(1)
Collection
60(1)
Sympathy
61(1)
Conclusion
61(2)
Effective Memos
63(8)
Formats
63(4)
Figure 7-1: Memo Notifying of a Meeting
64(1)
Figure 7-2: Memo on Policy
65(1)
Headings
66(1)
Body of the Memo
66(1)
Readability
67(1)
Announcements
67(1)
News
68(1)
Meeting Notifications
68(1)
Policies
68(1)
Requests
69(1)
Responses
69(1)
Reminders
69(1)
Conclusion
70(1)
Effective Patient Communications
71(10)
Information
72(1)
Consent
72(1)
Reminders
72(1)
Other Examples
72(5)
Figure 8-1: Sample Information Document
73(1)
Figure 8-2: Sample Patient Informed Consent Form
74(2)
Figure 8-3: Sample Information and Consent
76(1)
Figure 8-4: Sample Reminder Card
77(1)
Conclusion
77(1)
Endnote
77(4)
Figure 8-5: Sample Patient Information Letter
78(1)
Figure 8-6: Sample Patient Education Document
79(2)
Appropriate E-mail Use
81(8)
Form
81(1)
Etiquette
82(1)
Function
82(2)
Figure 9-1: Patient-Physician E-mail
84(1)
Privacy
84(1)
Instant Messaging
85(2)
Figure 9-2: E-mail Correspondence Authorization Form
86(1)
Figure 9-3: Physician-Staff Instant Messaging Communication
87(1)
Conclusion
87(1)
Endnotes
87(2)
Appendix A Tips for Letter-writing Ease and Proficiency
89(4)
Numbers
89(1)
Commonly Mistaken Words
89(1)
Names and Titles
90(1)
Abbreviations for Forms of Address, Titles, and Academic Degrees
90(1)
Religious Salutations
91(2)
Appendix B Templates for Physician-related Employment Correspondences
93(16)
Practice Opening for Associate
94(1)
Practice Opportunity Form
95(1)
Response to Inquiry Regarding Practice Opening
96(1)
Unsolicited Application Rejection: Negative Response
97(1)
Unsolicited Application Rejection: Positive Response
98(1)
Invitation to Interview: Unstructured
99(1)
Invitation to Interview: Structured
100(1)
Postinterview Rejection: General
101(1)
Postinterview Rejection: Specific
102(1)
Past Employment and Training References Request
103(1)
Confidential Reference Form
104(1)
Past Employment Disclosure Authorization
105(1)
Offer of Employment
106(1)
Introduction to Staff
107(1)
Introduction Letter for a New Associate
108(1)
Appendix C Templates for Staff-related Employment Correspondences
109(8)
Offer of Employment
110(1)
Prior Employment Verification
111(1)
Response Form
112(1)
Reference Check
113(1)
Reply Form
114(1)
Notice to Staff Regarding New Hire
115(1)
Orientation Introduction
116(1)
Appendix D Templates for Human Resources-related Internal Practice Correspondences
117(24)
Performance Appraisal: Improved
118(1)
Performance Appraisal: Poor
119(1)
Probationary Period: Successful Completion
120(1)
Probationary Period: Unsuccessful Completion
121(1)
Probation Period: Unsuccessful Completion With Extension of Probation
122(1)
Disciplinary Action: Warning
123(1)
Disciplinary Action: Reprimand
124(1)
Disciplinary Action: Suspension
125(1)
Termination: Without Cause, Immediate
126(1)
Termination: Without Cause, With Two Weeks' Notice
127(1)
Termination: Lack of Work or Downsizing
128(1)
Restructuring of Practice
129(1)
Cobra: Death of Employee
130(1)
Cobra: Divorce or Legal Separation
131(1)
Cobra: Employee With Medicare
132(1)
Response to Request for Payout of Pension Benefits After Termination
133(1)
Personal Policies
134(1)
Unused Vacation
135(1)
Overutilization of Benefits
136(1)
Reference for Departing Employee: Favorable
137(1)
Departing Employee: Verification of Dates of Service
138(1)
Confidentiality Agreement
139(1)
Confidentiality Agreement Form
140(1)
Appendix E Templates for Other Human Resources-related Internal Practice Correspondences
141(10)
Departing Physician
142(1)
Sale of Practice
143(1)
Practice Merger
144(1)
Congratulations: Promotion Within Practice
145(1)
Congratulations: Outside Award or Recognition
146(1)
Condolences
147(1)
Change of Location
148(1)
Opening a Satellite Office
149(2)
Appendix F Templates for Patient-directed External Practice Correspondences
151(18)
Welcome to New Patient
152(1)
Response to Patient With a Complaint
153(1)
Condolences to Spouse on Death of Spouse
154(1)
Condolences to Parent on Death of Child
155(1)
Examination or Test Results: Normal/Negative
156(1)
Examination or Test Results: Abnormal/Positive
157(1)
Appointment Reminder Notice
158(1)
Patient Satisfaction
159(1)
Patient Satisfaction Survey
160(1)
Payment Collection: Early Intervention
161(1)
Payment Collection: Mid Intervention
162(1)
Payment Collection: Nonresponse From Insurers (Letter to Patient)
163(1)
Payment Collection: Late Intervention
164(1)
Patient Financial Review Form
165(1)
Patient Dismissal for Various Reasons
166(1)
Announcing a New Health Care Provider to Patients
167(1)
Opening a Satellite Office
168(1)
Appendix G Templates for Insurance Company-directed External Practice Correspondences
169(10)
Medicare: Administrative Law Judge Appeal
170(1)
Medicare: Request for Review of Denied Claim
171(1)
Medicare: US Department of Health and Human Services Appeals Board
172(1)
Inadvertent Coding Error
173(1)
Possible Termination of Participation Status
174(1)
Directory Error
175(1)
Lack of Timely Payments
176(1)
Unidentified Payment(s)
177(1)
Overpayments
178(1)
Appendix H Templates for Drug Company-directed External Practice Correspondences
179(8)
Establishing Visit Parameters
180(1)
Samples, Instructions, or Literature
181(1)
Sponsor of Charity or Event
182(1)
Grant for Education in Health Care Careers
183(1)
Free Prescription Medication for Needy Patients
184(1)
Thank You
185(2)
Appendix I Templates for Physician-directed External Practice Correspondences
187(4)
Requesting Patient Consultation
188(1)
Thank You for Patient Referral
189(1)
Invitation to Speak
190(1)
Appendix J Templates for Home Health Agency-directed External Practice Correspondences
191(8)
Assuming Care
192(1)
Orders to Be Followed
193(1)
Transfer of Patient to Long-term Care
194(1)
Care Complaint
195(1)
Compliments on Care
196(1)
Termination of Care
197(1)
Request for Care
198(1)
Appendix K Templates for Other External Practice Correspondences
199(10)
Termination of Participation in HMO: Letter to Employers
200(1)
Nonbinding Letter of Intent for Merger
201(4)
Nondisclosure Agreement
205(3)
Nonfulfillment of Obligations by Government Contractor: Letter to Legislator
208(1)
Appendix L Templates for Correspondences Regarding the Opening of a Practice
209(16)
Insurance: Requesting Information
210(1)
Insurance: Requesting Participation Status
211(1)
Seeking an Accountant
212(1)
Seeking an Attorney
213(1)
Seeking a Medical Management Consultant
214(1)
Obtaining a State Medical License
215(1)
Obtaining a City or County Business License
216(1)
Obtaining a Drug Enforcement Administration (DEA) Certificate
217(1)
Seeking Hospital Privileges
218(1)
Requesting Subscriptions From a Central Sources
219(1)
Requesting Bids for Copiers
220(1)
Requesting Proposals for Computer Hardware or Software
221(1)
Real Estate: Renting or Buying Office Space
222(1)
Real Estate: Rental Agreement Modification
223(2)
Appendix M Templates for Correspondences Regarding the Closing of a Practice
225(20)
Notifying Employees
226(1)
Notifying Patients
227(1)
Notifying Hospitals
228(1)
Notifying Colleagues
229(1)
Notifying Insurance Companies
230(1)
Notifying Lessor
231(1)
Notifying Utilities
232(1)
Notifying Professional Liability Insurer
233(1)
Notifying Other Insurers
234(1)
Notifying the Drug Enforcement Administration (DEA)
235(1)
Notifying Specialty Board
236(1)
Notifying Medical Societies
237(1)
Records: Storage Inquiry
238(1)
Records: Microfilm Inquiry
239(1)
Records: Advisory to Patients on Disposition of Records
240(1)
Uncollected Accounts: Billing Company or Collection Agency Inquiry
241(1)
Uncollected Accounts: Patient Advisory
242(1)
Terminating Subscriptions: From a Central Source
243(1)
Terminating Services
244(1)
Resources 245(2)
Index 247

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