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MED 160
Chapter 10 notes
| Question | Answer |
|---|---|
| What is letterhead? | Formal business stationery with the office name, address, contact info, and sometimes associates listed |
| When is letterhead used in a document? | Only on the first page of a letter |
| What type of paper is used for additional pages after the first? | Plain paper matching the same color and bond as the letterhead |
| What is cotton fiber bond (rag bond)? | A high-quality, more expensive paper that often contains a watermark |
| What is a watermark? | A pattern visible when held to light that indicates high-quality paper |
| What is sulfite bond paper? | A less expensive alternative to cotton fiber bond |
| What are standard and legal paper sizes? | Standard: 8½ × 11 inches; Legal: 8½ × 14 inches |
| What is embossing? | A process where letters or designs are pressed into paper, often in black, gold, or silver |
| What is the most common business envelope size? | No. 10 envelope (4½ × 9½ inches) |
| What are window envelopes used for? | To display the address printed on the document inside |
| Why are window envelopes useful? | They save time and reduce errors from retyping addresses |
| What are padded envelopes used for? | Protecting items that could be damaged (e.g., slides) |
| What are tan kraft (clasp) envelopes used for? | Sending large or bulky documents |
| What are data mailers? | Computer-generated envelopes used for batch mailings like paychecks, invoices, and reminders |
| What are two types of business envelopes an office typically has? | Lower-quality (black return address) for everyday use Higher-quality (color-matched) for professional correspondence |
| What is the main benefit of address labels? | Speeds up bulk mailings |
| How can offices organize frequently used labels? | Print full pages and store them alphabetically |
| What software can be used to create labels? | Excel or databases using templates |
| What is an invoice? | A document listing products or services provided |
| What is a statement? | A summary of total amounts owed, including charges and payments |
| What is included in a patient statement? | Services rendered, payments received, and outstanding balances |
| What are the types of statements? | Preprinted, computer-generated, and superbills (encounter forms) |
| What impression does written communication create? | It shapes how the reader views the practice based on appearance and tone |
| What are the key qualities of professional writing? | Clear, concise, polite, and appropriate |
| Why is it important to consider your audience? | It determines tone (formal vs. relaxed) and wording |
| What should you know before writing a letter? | The purpose of the letter and what message you need to convey |
| Why should writing be concise? | To make the message clear, easy to understand, and efficient |
| What does “avoid unnecessary words” mean? | Use the simplest, most direct way to say something |
| What does clarity in writing mean? | The message is easy to understand |
| Why is politeness important in communication? | It reflects professionalism and respect |
| What should always be checked before sending a document? | Spelling, grammar, dates, and monetary figures |
| What should NOT be used in office communication? | Slang and emojis |
| What is active voice? | The subject performs the action (e.g., “The assistant completed the report.”) |
| What is passive voice? | The subject receives the action (e.g., “The report was completed by the assistant.”) |
| Why is active voice preferred? | It is more direct and lively |
| When should passive voice be used? | To soften negative or sensitive information |
| What are “widows and orphans”? | Words or short phrases left alone at the top or bottom of a page or paragraph. |
| Why should widows and orphans be avoided? | They make documents look unprofessional and disrupt readability |
| What is a noun? | A person, place, thing, or idea |
| What is a pronoun? | A word that replaces a noun |
| What is a verb? | A word that shows action or a state of being |
| What is an adjective? | A word that describes a noun or pronoun |
| What is an adverb? | A word that describes a verb, adjective, or another adverb |
| What is a preposition? | A word that shows relationships between words (e.g., in, on, at) |
| What is a conjunction? | A word that joins words or phrases (e.g., and, but, or) |
| What is an interjection? | A word that expresses strong emotion (e.g., “Wow!”) |
| When can words be divided? | According to pronunciation, between compound words, after prefixes, before suffixes, etc |
| When should words NOT be divided? | Leaving only one letter on a line Separating suffixes like -sion, -tial Leaving part of a word alone at end of paragraph |
| What should always be capitalized? | Proper names Titles before names Days, months, holidays Organizations Geographic locations |
| How are most plurals formed? | Add s or es |
| What is the plural of words ending in “us”? | Drop “us” and add i (e.g., calculus → calculi) |
| What is the plural of words ending in “um”? | Drop “um” and add a (e.g., atrium → atria) |
| How do you form a possessive for a singular noun? | Add apostrophe + s (‘s) |
| How do you form a possessive for plural nouns ending in s? | Add only an apostrophe (’) |
| When should numerals be used? | Numbers 11 and greater Money amounts Statistics/lab results With symbols or abbreviations |
| What punctuation rule applies to large numbers? | Use commas for numbers over three digits (except account numbers) |
| What are templates used for? | Prewritten documents saved for repeated use |
| Why are templates useful? | They save time and improve efficiency |
| What must you do after editing a template? | Save it under a different file name |
| Why reread a modified template? | To ensure all necessary changes were made |
| What is the benefit of cut, copy, and paste? | Saves time by reusing text instead of retyping |
| What types of documents does a medical assistant prepare? | Routine documents, correspondence, transcriptions from dictation, and documents from notes |
| What is the purpose of patient correspondence? | To explain, clarify, or provide instructions or information |
| Name examples of office correspondence. | Referral letters Appointment scheduling/canceling letters Insurance reports Test instructions/results Billing questions Supply or equipment orders |
| What is letterhead? | The preprinted portion of business stationery |
| What is the dateline? | The date (month spelled out, day, year) placed about 3 lines below the letterhead |
| What is a delivery notation? | A line indicating special delivery (e.g., CERTIFIED MAIL) |
| What is the inside address? | The recipient’s full name and address, typed at the left margin |
| What is an attention line? | Used when addressing a company but directing the letter to a specific person |
| What is the salutation? | A greeting (e.g., Dear Mr. Smith:) followed by a colon |
| What is a subject line? | A short phrase (2–3 words, all caps) summarizing the letter’s topic |
| What is the body of the letter? | The main message, single-spaced with double spacing between paragraphs |
| What is the complimentary closing? | A polite ending (e.g., Sincerely,) placed below the body |
| What is the signature block? | The writer’s name and title |
| What is the identification line? | Initials of the writer and typist |
| What are notations in a letter? | Notes about enclosures (Encl) and copies sent (C:) |
| How should a recipient’s name be formatted with titles? | Use either “Dr. John Smith” OR “John Smith, MD” (not both) |
| How should street names and numbers be written? | Spell out numbers less than 10 Spell out street names (e.g., Street, Drive) |
| How should state and ZIP code be written? | Use 2-letter USPS abbreviation + ZIP (and ZIP+4 if known) |
| What are standard margins for business letters? | 1 inch on all sides |
| How should the body of a letter be spaced? | Single-spaced with double spacing between paragraphs |
| How long should sentences be? | About 20 words or fewer |
| How long should paragraphs be? | Fewer than 10 lines, with at least 2–3 sentences |
| How should multipage letters be formatted? | First page: letterhead Additional pages: plain paper Include heading with name, date, and page number |
| What is full-block style? | All text is aligned flush left |
| What is modified-block style? | Date, closing, and signature are centered or slightly right |
| What is modified-block with indented paragraphs? | Same as modified-block, but paragraphs are indented |
| What is simplified letter style? | No salutation or closing Subject line in all caps All text flush left Writer’s name in caps at the end |
| What is open punctuation? | No punctuation after salutation, closing, etc. |
| What is mixed punctuation? | Colon after salutation Comma after closing Colon after attention line |
| What are memos used for? | Informal communication within an office |
| What are the main parts of a memo heading? | TO: FROM: DATE: SUBJECT: |
| How are memos commonly sent in large practices today? | Through e-mail blasts |
| Why is electronic communication widely used today? | It is fast, convenient, and preferred by many people for daily communication |
| Why must medical office communication remain professional? | Because patient information is important and must be clear, concise, and accurate |
| What is considered electronic media under HIPAA? | Devices like magnetic tapes, disks, CDs, and portable drives that store or transfer patient data |
| How must electronic patient information be handled? | With the same confidentiality as paper records |
| Are e-mail and text messages secure forms of communication? | No, they can be intercepted |
| What is required before communicating with patients via e-mail or text? | Signed written patient consent |
| What happens after a patient gives e-mail consent? | They agree to communicate with the provider and possibly the provider’s staff |
| What is a patient portal? | A system that allows patients to communicate, access records, and pay bills online |
| Why is the patient’s e-mail stored in the EHR? | So it is easily accessible for authorized staff |
| What should you verify at each patient visit? | The patient’s e-mail address (along with other demographics) |
| Who owns e-mails sent through office systems? | The medical office (not private) |
| What rule should you follow before sending an e-mail? | “Would I be okay with my supervisor seeing this?” |
| Why is e-mail monitoring important in offices? | To ensure proper use and protect patient information |
| What is phishing? | Fraudulent e-mails used to gain unauthorized access to information |
| What should you do before opening attachments from unknown senders? | Verify the source or contact IT/manager |
| Why should you be cautious with external e-mails? | They may contain malware or viruses |
| Why is e-mail management important? | To avoid losing important information and stay within storage limits |
| What should you do regularly with your inbox? | Check it often and delete unwanted e-mails |
| Should you open unknown e-mails? | No, especially if the sender is unidentifiable |
| What should you do if an e-mail has no subject line? | Reply to confirm legitimacy before opening |
| What is spam? | Unwanted or potentially harmful e-mail |
| How can you organize important e-mails? | Create subfolders for long-term storage |
| Why set time limits for e-mails? | To manage storage and retention |
| What should you do with e-mails containing PHI? | Save them for records |
| What are “rules” in e-mail systems? | Automatic sorting tools for organizing messages into folders |
| What should you do with high-priority folders? | Check them multiple times daily |
| What is editing? | Checking for accuracy, clarity, logical flow, conciseness, and tone |
| What is proofreading? | Checking for grammar, spelling, and formatting errors |
| Why are editing and proofreading important? | They ensure professional, accurate, and clear communication |
| Who else should review your document? | A coworker or another person |
| What does a dictionary provide? | Spelling, definitions, pronunciation, word division, and parts of speech |
| What is a medical dictionary used for? | Checking spelling and meaning of medical terms |
| Why must medical dictionaries be updated? | New terms are constantly added |
| What is the purpose of a thesaurus? | To find synonyms and avoid repetition |
| What is the Physicians’ Desk Reference (PDR)? | A yearly guide with drug information, usage, and side effects |
| What is a limitation of spell-checkers? | They may miss correctly spelled but incorrect words (e.g., “form” vs. “from”) |
| Should spell-checkers be relied on alone? | No, always proofread manually |
| What should you do before adding a word to the spell-check dictionary? | Verify the correct spelling in a medical dictionary |
| Why is this important? | Incorrect spelling will be permanently accepted by the computer |
| When should you use spell-check in e-mails? | Before clicking “Send.” |
| Why should you wait before editing? | To review the document with fresh perspective |
| What should you review during editing? | Language, content, and style |
| What should you check in language usage? | Complete sentences, word choice, and appropriate tone |
| What kind of language should be avoided in business writing? | Informal phrases (e.g., “Thanks a million”) |
| What must a business letter include? | All necessary information |
| How should content be organized? | In a logical order with one idea per paragraph |
| What is a good way to structure a letter? | State purpose first One topic at a time Use chronological order Stay on topic |
| How does writing style vary? | It depends on the audience (patient vs. healthcare provider) |
| Example of style difference? | Patient: simple language (“gallbladder removal”) Provider: medical term (“cholecystectomy”) |
| What does proofreading check? | Formatting, data accuracy, and mechanical errors |
| What are the three types of errors? | Formatting, data, and mechanical |
| What are formatting errors? | Mistakes in spacing, alignment, or layout |
| How can you avoid formatting errors? | Check spacing and alignment Follow office style consistently |
| What are data errors? | Incorrect numbers, figures, or values |
| Why are data errors serious? | They can affect bills, patient care, and records |
| How do you prevent data errors? | Double-check figures or have someone verify them |
| What are mechanical errors? | Errors in spelling, grammar, punctuation, and word usage |
| Give examples of mechanical errors | Misspelled words Missing or repeated words Transposed letters |
| How can you avoid mechanical errors? | Learn grammar rules Use references Check carefully Avoid word division errors |
| Why is word division less of an issue with computers? | Word processors automatically wrap text to the next line |
| What must be done after creating, editing, and proofreading a letter? | Sign the letter, prepare the envelope, fold and insert the letter, and apply postage |
| Who typically signs business letters? | The provider (practitioner) |
| What should you do if authorized to sign for the provider? | Sign the provider’s name and add your initials |
| What should you do if the provider signs their own letters? | Place letters in a folder labeled “For Your Signature.” |
| When should urgent letters be given to the provider? | Immediately |
| What must you check before giving letters for signature? | Ensure all enclosures are included |
| What are letter-folding machines used for? | Folding large volumes of mail (letters, invoices, newsletters, etc.) |
| How fast are manual folding machines? | About 200 pieces per hour |
| What is required for faster folding? | An automatic feeder |
| What items should NOT be placed in folding machines? | Stapled pages |
| What devices help organize or improve machine performance? | Batch counters Stackers Joggers |
| What is an inserter? | A machine that places folded documents into envelopes |
| What is a C-fold (letter fold)? | Fold bottom third up, then top third down |
| What is a Z-fold (accordion fold)? | Fold bottom third up, then top third back |
| What fold is used for window envelopes? | Z-fold (so address shows in window) |
| What fold is used for standard business envelopes? | C-fold |
| How are letters folded for small envelopes? | Folded in half lengthwise |
| Why does USPS use OCR (optical character readers)? | To automatically read and sort mail |
| What must be followed for OCR to read addresses? | Proper size, placement, and formatting of the address |
| What side margins must be left clear on envelopes? | 1 inch on both left and right sides |
| What space must be left in the bottom right corner? | A clear area for barcode printing |
| Where must the address be located on the envelope? | Within the OCR-readable area, near the bottom center |
| What type of font should be used for addresses? | Plain fonts (e.g., Arial, Times New Roman) |
| How should address lines be spaced? | Single-spaced |
| Should punctuation be used in addresses? | No, OCR cannot read it well |
| What format should addresses follow? | Block format |
| What must the last line of an address include? | City, state, and ZIP code (ZIP+4 if possible) |
| How should ZIP+4 codes be written? | with a hyphen (e.g., 12345-6789) |
| How are two addresses (PO box + street) handled? | Mail goes to the address directly above city/state/ZIP |
| Where should “Attention:” be placed? | On the first line before the company name |
| Where should suite or apartment numbers go? | On the same line as the street address |
| How should foreign addresses be written? | Country name on the last line in ALL CAPS |
| Where are delivery notations placed? | Two lines below postage, in all caps |
| Where are handling instructions placed? | Three lines below the return address |
| Should these notations be in the OCR area? | No, they must be outside the readable area |
| What are alternatives to electronic communication for sending documents? | USPS mail and private delivery services (e.g., UPS, FedEx, DHL) |
| What supplies are needed to handle mail efficiently? | Letterhead, envelopes, forms, labels, packaging, and shipping materials |
| Who provides special mailing supplies? | USPS and private delivery companies (UPS, FedEx) |
| What is airmail used for today? | Mainly for international mail and some packages |
| How is airmail identified? | With airmail stickers or “AIRMAIL” written on all sides |
| When are overnight delivery services used? | When items must arrive the next day |
| What do most overnight services require? | Use of their specific envelopes and materials |
| What should you check before mailing a letter? | Ensure all documents and enclosures are included |
| What is the final step before mailing? | Apply postage and place in designated pickup area |
| What is first-class mail used for? | Letters, postcards, invoices (most office correspondence) |
| What is the weight limit for first-class mail? | 11 ounces or less |
| What happens if mail exceeds 11 ounces? | It must be sent Priority Mail |
| What is media mail used for? | Books and educational printed materials |
| What cannot be sent by media mail? | CDs and digital storage devices |
| What is Standard Post used for? | Packages weighing 1–70 pounds that don’t need fast delivery |
| What is Priority Mail® used for? | Faster delivery (1–3 days) for heavier items |
| What is a key feature of Priority Mail®? | Flat-rate shipping (based on container size, not weight) |
| What is the fastest USPS service? | Priority Mail Express™ |
| What does Priority Mail Express™ offer? | Overnight delivery and automatic insurance |
| What is certified mail? | Mail requiring a signature as proof of delivery |
| Why is certified mail important? | It provides legal proof the item was received |
| What does a return receipt provide? | Proof of who received the item and when |
| When is registered mail used? | For valuable or irreplaceable items |
| What does registered mail provide? | Tracking and proof of mailing and delivery |
| What types of international mail does USPS offer? | Priority Mail Express International® Priority Mail International® First-Class Mail International® |
| How should international addresses be handled? | Follow USPS guidelines and include destination country |
| When can you trace mail? | If certified, registered, or tracked mail is delayed |
| What is needed to trace mail? | Original receipt or tracking number |
| Name three major private delivery companies | UPS, FedEx, DHL |
| What services do private carriers offer? | Package delivery, overnight shipping, and express services |
| Are packages insured with private carriers? | Yes, usually up to a minimum amount (e.g., $100) |
| What affects delivery cost with private companies? | Weight, distance, delivery speed, and service type |
| Why is mail important in a medical office? | It connects the office with patients and other professionals |
| Why should mail be processed at a specific time each day? | To ensure efficiency and avoid missing important items |
| What are the steps in processing mail? | Sorting, opening, recording, annotating, and distributing |
| What is the first step in handling mail? | Sorting the mail |
| Where should mail be sorted? | In an uncluttered area |
| What should you do with personal or confidential mail? | Do not open it; place it unopened on the addressee’s desk |
| What type of mail is high priority? | Certified, registered, overnight, courier, or special delivery mail |
| How should mail be sorted after opening? | According to priority and office procedures |
| What is recording mail? | Keeping a daily log of incoming mail |
| What information is included in a mail log? | Mail received, follow-up actions, and completion dates |
| Why is recording mail important? | Helps track and trace correspondence |
| What does annotating mean? | Highlighting or adding notes, comments, or instructions to mail |
| Give an example of annotating. | Writing “please sign here” next to a signature line |
| What else may be done during annotating? | Attaching patient charts or related documents |
| What is the last step in processing mail? | Distributing it to the appropriate person |
| How should mail be organized before distribution? | Sorted into batches by type or priority |
| Who might receive different batches? | Provider (important correspondence) Billing supervisor (payments) Office staff |
| How should mail be presented for distribution? | In file folders with high-priority items on top |
| Where should nonprescription samples be placed? | In patient treatment areas (as directed) |
| Where should new prescription samples be placed? | In the provider’s office for review |
| Where should other samples be stored? | In a locked cabinet |
| How should samples be organized? | By category (e.g., antibiotics, painkillers) |
| Can medical assistants give samples to patients? | Only if directed by the physician |
| What must be done if samples are given to patients? | Document it in the patient’s chart with the date |
| How should outdated samples be disposed of? | According to state and DEA regulations |
| Why should medications not be flushed or thrown in the trash? | It is unsafe and harmful to the environment |
| What is a safe way to dispose of medications? | Use biomedical waste services or pharmacy disposal programs |
Created by:
Felicia26