Domain 11.3Communication and Customer Service

Written Communication

Last updated June 16, 2026

Overview

As a Medical Assistant (MA), your ability to write clearly and professionally is critical for professional image, accuracy, and legal documentation. This guide focuses on professional business correspondence formats and etiquette.

1. The Anatomy of a Professional Business Letter

Component Description
Letterhead Sender's info (top of page). First page only.
Dateline Date of writing.
Inside Address Recipient's name and address.
Salutation Formal greeting (e.g., "Dear Dr. Martin:").
Body The main message.
Closing Formal goodbye (e.g., "Sincerely,").
Signature Block Space for signature + typed name/title.
Reference Initials If typed by someone else (e.g., rg/ma).
Enclosure Note indicating included documents.

2. Common Business Letter Formats

⭐ High-Yield Fact: The Full Block style is the most common and efficient for medical offices.

Feature ✅ Full Block (Most Common) ⚠️ Modified Block ⚠️ Semi-Block
Alignment All text is flush left. Paragraphs flush left. Paragraphs flush left.
Date/Closing Flush left. Tabbed to center/right. Tabbed to center/right.
Paragraphs No indentation. No indentation. First line indented.

The Simplified Letter Style

  • Key Feature: Omits the salutation and complimentary closing.
  • Uses a subject line in all caps.
  • Efficient and direct.

3. Formatting Rules and Etiquette

Margins and Paper

  • Margins: Standard is one inch on all sides.
  • Multi-Page: Use letterhead for the first page only. Subsequent pages use matching plain paper with a header.

Date Format

  • Correct: July 15, 2025
  • Incorrect: July 15th, 2025 or 7-15-2025.

Addressing Titles

  • Rule: Use the prefix title (Dr.) OR the suffix credential (MD), never both.
  • ✅ Susan Martin, MD
  • ✅ Dr. Susan Martin
  • ❌ Dr. Susan Martin, MD (Redundant)

Signing Correspondence

If authorized to sign for a provider:

  1. Sign the provider's name.
  2. Place your initials in lowercase immediately after the signature (e.g., Robert Gable /ma).

4. Professional Grammar Check

Common Error ✅ Correct Usage
suppose to supposed to
alot a lot (two words)
could of could have

5. Email Etiquette

  • HIPAA: Avoid sending sensitive PHI via unencrypted email.
  • Professionalism: Use a clear subject line, professional salutation, and signature block.