14 Questions
What is communication in the context of phlebotomy?
The imparting or exchanging of information.
Why is effective communication important in phlebotomy?
It is a key component of successful phlebotomy.
What type of vocabulary should a phlebotomist use when communicating with patients?
Simple vocabulary, avoiding complex medical terms.
Why is it important to listen carefully and provide feedback when communicating with patients?
It is a key part of the two-way communication process.
What is the 'zone of comfort' in the context of phlebotomy?
The amount of space that people feel necessary to set between themselves and others.
Why is it important for phlebotomists to be mindful of their appearance and hygiene?
Patients are often more aware of touch and respond favorably to thoughtful and caring touch.
What is an important aspect of telephone etiquette in a phlebotomy setting?
Answering incoming calls as quickly as possible.
What is empathy in the context of healthcare communication?
One of the elements of healthcare communication that involves understanding and sharing the feelings of patients.
When answering a phone call, what should you do first?
Say 'good morning' and state the name of the business or department, followed by your name.
What is the appropriate way to speak when answering a phone call?
Speak in a low tone using moderate volume and speed.
What should you do before placing a caller on hold?
Ask the caller for permission to be placed on hold.
Why should you avoid using technical language when speaking with a caller?
To ensure that the caller can understand you clearly.
What should you do when interacting with a patient?
Give 100% of your attention to the person in front of you.
What should you do with your personal phone when interacting with a patient?
Keep it on silent mode or avoid using it altogether.
Study Notes
Communication in Phlebotomy
- Communication is the imparting or exchanging of information between the phlebotomist and the patient.
- Phlebotomists interact with many different types of patients, and customers base their perception of the healthcare facility on the employee who deals with them.
Effective Communication Skills
- Effective communication is a key component of successful phlebotomy.
- Prepare the patient adequately before the procedure.
- Use simple vocabulary, avoiding complex medical terms.
- Explain special test requirements clearly, such as semen analysis, GTT, and 24-hour urine collection.
- Listen carefully and provide feedback to the patient.
- Allow patients to ask questions and answer them courteously.
Nonverbal Communication
- Nonverbal communication involves transmission of messages or signals through:
- Eye contact
- Facial expressions
- Gestures
- Posture
- Phlebotomists work in the intimate zone (1-18 inches) to perform venipuncture, and patients are often more aware of the phlebotomist's touch.
Personal Space and Hygiene
- Respect the patient's personal space, with zones of comfort including:
- Intimate (1-18 inches)
- Personal (1 ½ - 4 feet)
- Social (4 – 12 feet)
- Public (more than 12 feet)
- Factors such as hygiene, grooming, appearance, conduct, and clothing are important for phlebotomists to manage well.
Elements of Healthcare Communication
- Empathy
- Control
- Respect and confirmation
- Trust
Telephone Techniques and Etiquette
- Answer incoming calls quickly and politely.
- Use a friendly and professional tone, stating the name of the business or department, your name, and asking how you can assist.
- Speak at an appropriate volume and speed, using non-technical language and avoiding abbreviations and medical jargon.
- Use polite language when placing callers on hold and ask for permission.
- Listen attentively to determine the best way to assist.
- Close calls in a friendly and professional way.
Phlebotomist and Cell Phone Etiquette
- Give 100% attention to the person in front of you.
- Avoid taking personal calls or texting when dealing with a patient.
- Keep your personal phone on silent mode.
Learn about the importance of effective communication in phlebotomy, including preparing patients and interacting with them with compassion and courtesy.
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