List five types of correspondence medical assistants might need to prepare

LETTERS

A variety of written documents are generated in the dental office, but none are as important as the letters that seek to enhance public relations with patients and professional colleagues. These letters should be original and create a professional image. Most important, these letters should be one that the administrative assistant is proud to mail from the office.

With the use of word processing in the dental office, the dreaded task of creating an original letter each time one is needed is eliminated. Today’s administrative assistant can have a supply of sample letters stored as templates in an electronic file. When necessary, the assistant can transform the sample into an original letter that is professional and can be personalized within minutes.

The types of written communication most commonly sent from a dental office include thank you notes for referral of patients, letters of appreciation, birthday or holiday greetings, congratulatory letters, sympathy messages, patient transfer letters or letters of consultation, recall notices, collection letters, order letters, and newsletters.

Thank You for Referral Letter

The dentist should be appreciative of the confidence expressed by a patient who refers a new patient to the office and should acknowledge such a referral with a personally signed letter. Although this letter should mention the name of the referred patient, it should never divulge any confidential information about the treatment. However, if this letter is to be sent to a physician or another dentist, a reference statement may be made about the patient’s diagnosis and/or prognosis, if this was discussed with the patient and the patient has signed the appropriate disclosure forms. Several examples of this type of thank you letter are shown in . Note that the differences in content vary according to the situation.

Figure 9-1 A, Thank you for referral letter. B, Informal thank you for referral letter to a patient who is a personal friend of the dentist. C, General thank you for referral letter. D, Thank you for referral letter to a colleague.

Letter of Appreciation to a Cooperative Patient

A cooperative patient is often overlooked and taken for granted. Often one thinks only of the patient who creates frustration. A dentist should acknowledge a patient who is prompt for appointments, maintains a regular payment plan, and cooperates with prescribed home care plans. This is an opportunity to give sincere compliments. When the opportunity presents itself, try writing a letter as in and see how appreciative the patients are. A letter of appreciation should be sincere, state the purpose briefly, and be written as though conversing with the patient in person.

Figure 9-2 Letter of appreciation to a cooperative patient.

Birthday Letter and Holiday Greetings

Patients, especially children and older adults, like to be recognized on their birthdays. These letters should be cheerful and friendly. shows a letter that could be sent to an older adult on a special birthday. Another method of handling this form of public relations is to send a birthday card. Many professional stationers provide appropriate greeting cards for all occasions and dental specialties (see ).

Figure 9-3 Birthday letter to an older adult.

Figure 9-4 Birthday card. (Courtesy Patterson Office Supplies Champaign, IL.)

Congratulatory Letter

Through conversations with patients and via the daily newspaper, the administrative assistant may learn the outstanding achievements of patients. Such accomplishments should not go unnoticed by the dental office staff. A letter sent to congratulate a patient must be sent promptly. Include how the event was learned of and include a sincere expression of congratulations (see ). Congratulations can also be sent for the birth of a child, a wedding, or a graduation. A greeting card or brief letter is appropriate.

Figure 9-5 Congratulatory letter.

Referral for Consultation or Treatment

During the treatment of a patient, it is often necessary to call upon the services of a specialist. A series of letters may be sent between the two dental offices concerning the patient’s treatment. A good example of such an experience is the transfer of a patient to an orthodontist for treatment (see ). shows examples of several forms of communication that might be used during a patient’s treatment. Note that the specialist’s office has used a basic format that provides information about the patient’s treatment. This letter can be stored electronically, or a pre-prepared form can be used in a specialty office, such as an orthodontics office, because there is a large patient volume and a similarity of basic treatment. Regardless of the type of form used, note that in each case the patient’s name is referenced, the message is brief, and each tooth or condition is diagrammed or written out completely to avoid error in interpretation.

Figure 9-6 Referral of a patient to an orthodontist.

Figure 9-7 A, Basic form letter from an orthodontist to welcome a new patient. Diagnosis text from the patient’s record may be inserted. B, Basic form letter from an orthodontist to a referring dentist upon examination of a patient. C, Letter to a patient confirming consultation appointment and explaining the process. D, Final letter from an orthodontist to a referring dentist informing of completed treatment. E, Requisition used by an orthodontist to refer a patient for extraction. (Courtesy JG Clinthorne, D.D.S., and HL Kim, D.M.D., Ann Arbor, MI.)

If the administrative assistant begins working in an established dental practice, the stationery supplies will already be available. However, he or she may have to choose business supplies if asked to order them. Many of these supplies are listed in Chapter 6.

The office stationery (letterhead) is usually selected on the basis of simplicity, neatness, and quality. Bond paper, because of its quality, is often used. It can be made from all-cotton fiber (sometimes called rag), all-sulfite (a wood pulp), or any proportion of the two. High-cotton fiber bond indicates quality and prestige, and it ages without deterioration or chemical breakdown.

The following information may be used as a guide for future stationery needs:

• A color theme for stationery items, such as letterheads, envelopes, appointment cards, prescription pads, medicine envelopes, and notepads, may be used. Color coordinates such as light and dark brown or blue, or contrasting tones of gray with black print are attractive combinations. Most dental stationery supply or chain office supply houses have samples of stationery stock and logo designs from which to select.

• A popular alternative to purchasing stationery is to create the letterhead using appropriate computer software. A fine bond paper can be purchased. When a new letter is to be keyboarded, the letterhead is removed from the file where it is stored, the letter is prepared, and then it is printed on bond paper. This becomes less expensive and allows for more frequent changes and creativity. Clip art is available that makes it easy to create a professional letterhead that provides the office staff many options. Labels with the same clip art and office information can also be created in this manner. It is important that the labels selected are compatible with the office printer.

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LetterheadsMatching Envelopes

Standard office use:

Business size 8 ½× 11 in.

Usually 16# or 20# bond, 25% cotton fiber (rag)

Executive use:

Standard and Monarch size

(Monarch size: 7¼ × 10 in.)

Usually 24# bond, 100% cotton-fiber

No. 10 (4 ⅛ × 9 ½ in.)

Same weight and fiber content as letterhead

No. 10 and No. 7 (3 ⅞ × 7 ½ in.)

Same weight and fiber content as letterhead

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CHARACTERISTICS OF AN EFFECTIVE LETTER

Effective letters that generate good public relations have certain common elements. Keep in mind that direct, simple writing is easier to read. The best word depends on context: the situation, the purpose, the audience, and the words used. Following are some general guidelines:

• Use words that are accurate, appropriate, and familiar. Accurate words mean what is wanted to say. Appropriate words convey the attitudes wanted to create and fit well with the other words in the document. Familiar words are easy to read and understand.

• Use technical terminology sparingly. The exception to this rule is if the administrative assistant is communicating with another professional and needs to describe a condition or treatment in technical terms. However, when communicating with patients or laypersons, it is wise to use a “plain English” equivalent instead of a technical term.

• Use active verbs most of the time. This is common in writing for a job application or referring a patient to a specialist. If the verb describes something that the subject is doing, the verb is active. If the verb describes something that is being done to the grammatical subject, the verb is passive.
Active: I recommend that the patient’s third molar be removed.
Passive: It was recommended by me for the patient to have the third molar removed.
Active: I can expose digital radiographs.
Passive: Digital radiography is something I could do.

• Tighten the writing. Eliminate words that say nothing. Combine sentences to eliminate unnecessary words. Put the meaning of the sentence into the subject and verb. Cut words if the idea is already clear from other words in the sentence. Substitute single words for wordy phrases.
Wordy: Keep this information in the patient’s file for future reference.
Tighter: Keep this information for reference.
or: File this information.

Phrases beginning with of, which, and that can often be shortened.

Wordy: The issue of most importance

Tighter: The most important issue.

Wordy: The estimate that is enclosed

Tighter: The enclosed estimate

Wordy: It is the case that Registered Dental Assistants are more qualified clinicians in the office.

Tighter: Registered Dental Assistants are more qualified clinicians in the office.

Combine sentences to eliminate unnecessary words. In addition to saying words, combining sentences focuses the reader’s attention on key points, makes your writing sound more sophisticated, and sharpens the relationship between ideas, thus making your writing more coherent.

Wordy: I conducted a survey by telephone on Monday April 17th. I questioned 18 dental assistants, some Registered Dental Assistants, and some Certified Dental Assistants, who according to the state directory were all currently working. The purpose of this survey was to find out how many of them were performing advanced functions that were delegated by the state. I also wanted to find out if there were any differences between their salaries.

Tighter: On Monday April 17th, I phoned Registered and Certified working dental assistants to determine (1) if they were performing the state delegated advanced functions, and (2) whether there was a distinction between salaries for these two credentials.

• Vary sentence length and sentence structure: A readable letter mixes sentence lengths and varies sentence structure. A really short sentence is under 10 words and can add punch to your letter. Really long sentences of 30 to 40 words can raise a danger flag.

A simple sentence has one main clause:

We will open a new office this month.

A compound sentence has two main clauses joined with and, but, or, or another conjunction. Compound sentences are used best when the ideas in the two clauses are closely related.

[Clause 1]We have hired three new dental assistants, and [Clause 2]they will complete their orientation next week.

[Clause 1]We hired a new intern, but [Clause 2]she will be unable to begin work until the end of the month.

Complex sentences have one main and one subordinate clause; they are good for showing logical relationships.

[Subordinate clause] When the new office opens, [Main clause] we will have an open house for local dentists and offer refreshments and door prizes.

[Subordinate clause] Because we already have a strong patient base in Livingston County, [Main clause] we expect the new office will be as successful as the Ann Arbor office.

• Use parallel structure: Parallel structure puts words, phrases, or clauses in the same grammatical and logical form. Clarity eliminates long, meaningless words and uses language that the reader will understand. Thus it is certain that each statement will not be misinterpreted.
Nonparallel: The position is prestigious, challenging, and also offers good money.
Parallel: The position offers prestige, challenge, and good money.
Nonparallel: The steps in the planning process include:
Determining the objectives
An idea of who the reader is
A list of the facts
Parallel: Determine the objective
Consider the reader
Gather the facts

• Put your readers in your sentences: Use second person pronouns (you) rather than third person (he, she, one) or first person (I) to give your writing a greater team approach. The “you” approach to letter writing requires the writer to place the reader at the center of the message. When writing the letter, put yourself in place of the reader.
Third person: References for patients in this office are made by our office manager, and the patient will be contacted as soon as the appointment has been confirmed with the specialist.
Second person: Once you are referred to a specialist, you will receive a confirmation of your appointment from our office manager.

The “you” approach to letter writing requires the writer to place the reader at the center of the message.

In addition to the ideas presented in the preceding, the administrative assistant should review the basic characteristics of effective correspondence. These factors should be used in a review of the letter before it is sent. Remember that the letter sent from the dental office is representative of the quality of work or treatment produced in that practice and should contain the following characteristics:

• Completeness: Include all necessary data the reader needs to make a decision or take action.

• Conciseness: State the information briefly.

• Confidentiality: Release information only about the case that is relative to the contents of the letter and only after the patient has given consent to release specific information.

• Courtesy: Use good manners for good public relations. Don’t make derogatory statements.

• Accuracy: Make sure all of the data are correct. Check details carefully. Use correct spelling and grammar.

• Neatness: Avoid smudges, tears, or wrinkles.

• Positive language: Use positive words that indicate helpfulness and caring ().

• Orientation to reader: Use “you-oriented” pronouns.

BOX 9-1

Positive and Negative Words

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Positive WordsNegative WordsI willI’m sorryCongratulationsComplaintConcernDifficultPleasureUnpleasantThank youNoSatisfactoryCan’tI canCarelessWelcomeErrorInconvenientDisappointed

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PARTS OF A BUSINESS LETTER

A review of the parts of a business letter and the proper placement and purpose for each part is appropriate before selecting a letter style creating the letter. Most business letters contain the following parts:

• Date line

• Inside address (letter address)

• Salutation

• Body

• Complimentary close

• Keyboarded signature

• Reference initials

• Special notations such as attention line, subject line, or enclosures

When using most word processing software, many preformatted letter styles are available. Dates are automatic, and in most systems alignment and letter parts are already defined.