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
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
Which business letter style is most commonly used in medical offices?
Semi-block style
Modified block style
Full block style
Simplified style
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?
Send the results using the office's encrypted email system
Send the results via standard email with a confidentiality notice
Do not send the results via email — obtain written consent first or use the secure patient portal
Call the patient and read the results over the phone instead
Sections you finish are checked off in the contents.