Podcast
Questions and Answers
What is a key component of successful phlebotomy?
What is a key component of successful phlebotomy?
Why is it important for a phlebotomist to communicate effectively with patients?
Why is it important for a phlebotomist to communicate effectively with patients?
What type of vocabulary should a phlebotomist use when communicating with patients?
What type of vocabulary should a phlebotomist use when communicating with patients?
What is an important aspect of nonverbal communication in phlebotomy?
What is an important aspect of nonverbal communication in phlebotomy?
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Why is it important for a phlebotomist to be aware of their zone of comfort when interacting with patients?
Why is it important for a phlebotomist to be aware of their zone of comfort when interacting with patients?
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What is an important aspect of telephone etiquette in phlebotomy?
What is an important aspect of telephone etiquette in phlebotomy?
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What is an element of healthcare communication that is important for phlebotomists to practice?
What is an element of healthcare communication that is important for phlebotomists to practice?
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Why is it important for a phlebotomist to manage their appearance and conduct when interacting with patients?
Why is it important for a phlebotomist to manage their appearance and conduct when interacting with patients?
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What is the preferred tone to use when speaking with a caller?
What is the preferred tone to use when speaking with a caller?
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What is the polite way to place a caller on hold?
What is the polite way to place a caller on hold?
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Why should you avoid using abbreviations and medical jargon?
Why should you avoid using abbreviations and medical jargon?
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What is the rule regarding personal cell phones when dealing with patients?
What is the rule regarding personal cell phones when dealing with patients?
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What is the goal when interacting with a patient?
What is the goal when interacting with a patient?
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How should you close a call?
How should you close a call?
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Study Notes
Communication in Phlebotomy
- Communication is the imparting or exchanging of information.
- Phlebotomists interact with many different types of patients and customers base their perception of the healthcare facility on the employee who deals with them.
Communication Skills
- Effective communication is a key component of successful phlebotomy.
- Prepare the patient adequately to ensure a smooth process.
- Use simple vocabulary and avoid complex medical terms.
- Explain special test requirements clearly (e.g., semen analysis, GTT, 24-hour urine collection).
- Listen carefully and provide feedback to patients.
- Communication is a two-way process; allow patients to ask questions and answer them courteously.
- Be sensitive to parents/guardians' feelings when dealing with minors.
Nonverbal Communication
- Nonverbal communication involves transmitting messages or signals through:
- Eye contact
- Facial expressions
- Gestures
- Posture
- Phlebotomists work in the intimate zone (1-18 inches) to perform venipuncture.
- Patients are often more aware of the phlebotomist's touch, which can be conveyed in a thoughtful and caring way.
Zone of Comfort
- The zone of comfort is the amount of space people feel necessary to set between themselves and others:
- Intimate: 1-18 inches
- Personal: 1 ½ - 4 feet
- Social: 4 – 12 feet
- Public: More than 12 feet
Elements of Healthcare Communication
- Empathy
- Control
- Respect and confirmation
- Trust
Telephone Techniques and Etiquette
- Answer incoming calls as quickly as possible.
- Be friendly and professional:
- Greet callers with a good morning/afternoon
- State the name of the business or department
- Provide your name
- Ask how you can assist
- Use an appropriate volume and speed when speaking.
- Be polite when placing callers on hold; ask for their permission.
- Use non-technical language and avoid abbreviations and medical jargon.
- Listen attentively to determine the best way to assist.
- Close calls in a friendly and professional manner.
Phlebotomist and Cell Phone
- Follow company restrictions on cell phone use.
- Give 100% attention to the person in front of you.
- Avoid taking personal calls or texts when dealing with a patient.
- Keep your personal phone on silent if you have it with you.
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Description
This quiz covers the importance of effective communication in phlebotomy, including preparing patients and interacting with different types of patients. Learn how to communicate with compassion and courtesy.
