Written Communications

LEARNING OUTCOMES

Today one may ask if written communication is as important in the dental office as it has been in the past. The answer is a resounding yes. Because e-mail is such a widely used vehicle for communicating today, the administrative assistant will probably write more than in the past. Many professionals find themselves writing more than telephoning their colleagues.

Written communication in all of its forms remains extremely important. In addition to e-mail, the administrative assistant will use instant messaging via the Internet and write memorandums, letters, and reports. Effective written correspondence promotes good will for the office, whereas ineffectively written correspondence can cost the dental office greatly in unhappy patients and good will. The cost can include, but not limited to, loss of patients, profit, patient satisfaction, and good will.

Good business and professional writing should sound like a person talking to another person. Using an easy-to-read style makes the reader respond more positively to stated ideas. Make writing easier to read in two ways. First, make individual sentences and paragraphs easy to read so the reader can easily skim the first paragraph or read the entire document in as short a time as possible. Second, make the document visually pleasant and structure signposts that lead the reader through the document.

Good business and professional writing is closer to a conversation and less formal than the style of writing that has traditionally earned high marks on college essays and term papers. However, many dental professionals also use professional papers that are easy to read and use good visual impact.

Most people have several styles of talking, which they vary instinctively, depending on the audience. So it will be with writing in the dental office. A letter to a dentist regarding a professional technique or a letter to a dental supplier demanding better service may be formal, whereas an e-mail to a colleague will be informal and perhaps even chatty.

Chapter 7 examined the various types of documents generated in the dental office. Now it is time to review the importance of other types of written communication in a dental practice, specifically the use of letters, forms, and newsletters. These documents are all created by the administrative assistant for a variety of reasons. This chapter discusses the creation and production of written communication, how it is distributed, and how incoming written communication is processed, both in the manual and electronic form.

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 Figure 9-1. Note that the differences in content vary according to the situation.

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 Figure 9-2 on p. 155 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.

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. Figure 9-3 on p. 156 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 9-4 on p. 156).

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 Figure 9-5 on p. 157). Congratulations can also be sent for the birth of a child, a wedding, or a graduation. A greeting card or brief letter is appropriate.

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 Figure 9-6 on p. 158). Figure 9-7 on p. 159–161 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.

Sympathy Message

Many people find it difficult to express sympathy in a letter. Therefore one of the best ways to handle this difficult situation is to send a sympathy card. It is the unexpected message that often means a great deal to family members in their time of grief.

Miscellaneous Letters

Many letters are not public relations letters and are not included in this chapter. Specific examples of recall, broken appointment, and collection letters are discussed in the chapters that specifically address each of these topics.