Written Communication
This is the most common business letter format and has all elements aligned at the left margin.
What is full block format?
This type of mail is appropriate for routine correspondence, such as sending a patient a letter about test results.
What is First-Class Mail?
When answering a telephone in a healthcare practice, this is the first thing the caller should hear.
What is the name of the facility?
A patient calls the clinic reporting chest pain. This is how the call should be classified.
What is an emergency?
True or false: Medical confidentiality requirements apply to telephone conversations just as they do to other forms of communication.
What is true?
A professional business letter typically uses this type of line spacing.
What is single spacing?
This service provides protection against loss or damage to a mailed item.
What is insurance?
The vocabulary specific to a particular profession is known by this term.
What is jargon?
According to the chapter, a call involving an animal bite falls into this category.
What is urgent but not an emergency?
When discussing confidential patient information by telephone, the MA must make sure this does not happen.
What is having the conversation overheard by unauthorized individuals?
This punctuation mark should follow the salutation in a professional business letter, such as "Dear Ms. Jones."
What is a colon?
If you need proof that an item was mailed—but not necessarily proof of delivery—you would request this.
What is a certificate of mailing?
This term describes the depth of a tone or sound.
What is pitch?
During an emergency call, the MA should never do this until help has reached the patient.
What is hang up?
A patient calls to complain about the care they received. The MA should never argue with the patient or do this when responding to the complaint.
What is place blame?
Unlike a full block letter, this letter format indents paragraphs and places the date, closing, and signature block near the center or right.
What is semiblock format?
A patient-termination letter may need to be sent using this service, which provides evidence of mailing and, with the added service, evidence of delivery.
What is certified mail with return receipt?
The MA uses this process to determine whether a call should be put through immediately or whether a message should be taken.
What is screening?
A patient calls because their condition has not improved and asks the MA to recommend an over-the-counter medication. This is what the MA should do.
What is avoid recommending medication and follow office protocol/refer the concern appropriately?
A caller refuses to give their name but insists on speaking directly with the physician. According to proper telephone procedure, the MA should do this.
What is refuse to put the unidentified caller directly through to the physician?
This business letter format eliminates the salutation and closing, with the signature immediately following the body and the sender's name typed in capital letters.
What is simplified letter format?
This mail service is appropriate when sending a valuable item that requires a high level of protection and security.
What is registered mail?
According to the chapter, this is the minimum number of pieces of information needed to take a telephone message correctly.
What is seven?
A patient calls for abnormal test results. The MA may provide those results only under this circumstance.
What is when authorized by the provider?
When transferring a telephone call to another staff member, failing to provide this information before completing the transfer is considered unprofessional.
What is the caller's name/identity?