In all the chapters the Case Studies represent situations similar to those that the medical assistant may encounter in daily practice. Students are encouraged to consider the case study as they read each chapter.

Paula and Tom are medical assistants whose duties include making sure the daily correspondence is created and on the physician's desk before they go home at the end of the day. Today, they are working together to complete these tasks.

Paula will key into the computer letters of referral to other physicians. She is using a template saved within the computer to easily and quickly turn out many different letters. She is simply keying in different fields of information with the specifics for each patient referral. She then prints out a draft copy for proofreading and review by the physician or office manager. Once reviewed, corrected, and approved, she will print out the final letters onto the more expensive letterhead of the office. She will also copy the address from the letters and complete a mailing envelope for each letter.

Tom is assisting as he takes each completed letter and attaches all materials noted as enclosures to each letter. He then folds each letter and its enclosures carefully and inserts them into the properly addressed envelope. Next, he determines the weight of each envelope and the best choice for mailing it. He sorts the mailing into separate piles for different mail handling. The routine mailing is run through the stamp machine. The appropriate forms for the specialty mailing are created and attached. Tom makes sure copies of all mailings are carefully placed in the patient's chart. Both Paula and Tom know the importance of careful and accurate handling of all patient correspondence.

As you read this chapter, consider the following questions:

1. Why is it important to accurately and carefully prepare correspondence for an ambulatory setting?

2. What could the poor management of documents and correspondence mean to a medical practice?

3. What are the differences between the language used in an informal or casual letter and that used in a formal or professional business letter?

4. What are some appropriate shortcuts that can assist in the daily management of correspondence and mailing?

5. What are some factors to consider in choosing the best mode of delivery for letters and parcels?