2.3 Written Communication and Correspondence
Key Takeaways
- Business letters in medical offices follow a standard format: letterhead, date, inside address, salutation, body, complimentary close, and signature
- Common types of medical office letters include referral letters, appointment confirmations, collection letters, and letters to insurance companies
- All written communication must be professional, clear, concise, and free of spelling and grammatical errors
- Patient portal messages are an increasingly common form of written communication that must follow HIPAA guidelines
- Email communication with patients requires encryption and patient consent — never send PHI via unsecured email
- Proofreading is essential — medical written communications may become part of the legal medical record
Last updated: March 2026
Written Communication and Correspondence
Medical administrative assistants produce a variety of written communications daily. Whether composing a referral letter, sending a patient portal message, or drafting a collection notice, every piece of written communication reflects the professionalism of the practice.
Business Letter Format
Standard business letter format is used for formal medical office correspondence:
| Component | Description | Example |
|---|---|---|
| Letterhead | Practice name, address, phone, fax, and logo | Already printed on practice stationery |
| Date | Date the letter is written | March 31, 2026 |
| Inside address | Name and address of the recipient | Dr. Jane Smith, 456 Medical Drive, Suite 200 |
| Salutation | Greeting | "Dear Dr. Smith:" (use colon for formal) |
| Body | Content of the letter — clear, concise, organized in paragraphs | Purpose in first paragraph, details in middle, action requested in closing |
| Complimentary close | Sign-off | "Sincerely," or "Respectfully," |
| Signature block | Typed name and title, with handwritten signature above | John Doe, CMAA / Dr. Robert Johnson, MD |
| Enclosures (if any) | Note any documents included | "Enclosure: Lab results, referral authorization" |
| CC (if any) | Carbon copy notation | "cc: Patient chart" |
Letter Styles
| Style | Description |
|---|---|
| Full block | All elements begin at the left margin (most common in medical offices) |
| Modified block | Date, complimentary close, and signature block are centered or right-aligned |
| Semi-block | Like modified block, but body paragraphs are indented |
Types of Medical Office Correspondence
| Letter Type | Purpose | Key Elements |
|---|---|---|
| Referral letter | Request specialist consultation | Patient demographics, diagnosis, reason for referral, relevant history, urgency |
| Appointment confirmation | Confirm upcoming appointment details | Date, time, location, preparation instructions (e.g., fasting, NPO) |
| Appointment reminder | Remind patient of upcoming appointment | Same as confirmation; sent 1–3 days before |
| Collection letter | Request payment for overdue account | Account balance, payment due date, payment options, consequences of non-payment |
| Insurance correspondence | Communicate with insurance companies | Claims, appeals, prior authorization requests |
| Patient recall letter | Notify patients due for follow-up care | Due date, type of visit needed, scheduling instructions |
| Welcome letter | Introduce new patients to the practice | Office policies, hours, provider information, patient portal instructions |
| Discharge letter | Formally end the provider-patient relationship | Reason for discharge, timeline for medical records transfer, recommendation to find new provider |
Electronic Written Communication
Patient Portal Messages
Patient portals are secure online platforms where patients can:
- Message their healthcare team
- View lab results and medical records
- Request prescription refills
- Schedule appointments
- Access educational materials
CMAA Guidelines for Portal Messages:
- Respond within the office's stated timeframe (typically 1–2 business days)
- Use professional language — portal messages become part of the medical record
- Do not provide medical advice — route clinical questions to providers
- Verify the patient's identity before sharing sensitive information
Email Communication
- Never send PHI via standard (unencrypted) email without patient consent
- Use HIPAA-compliant, encrypted email platforms when communicating PHI
- Obtain written consent from the patient before using email for PHI
- Include a confidentiality notice in the email footer
- Double-check the recipient's email address before sending
Proofreading Checklist
Before sending any written communication:
- Correct spelling of all names (patient, provider, facility)
- Accurate dates, addresses, and phone numbers
- No grammatical or punctuation errors
- Professional tone throughout
- HIPAA compliance — no unnecessary PHI
- Appropriate signature and credentials
- Required enclosures included
- Correct recipient — verify before mailing or sending
Test Your Knowledge
Which business letter style is most commonly used in medical offices?
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Test Your Knowledge
A CMAA needs to send a patient their lab results via email. The patient has NOT signed an email consent form. What should the CMAA do?
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B
C
D