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20 Cards in this Set
- Front
- Back
Which is a true statement? |
A phlebotomist must use both verbal and non-verbal communication |
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To achieve quality customer service, the phlebotomist must meet what customer needs? |
Know what the customer wants, determine the level of service received, and take action to satisfy the customer. |
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When two people are communicating, they understand each other when they have a common understanding. This common ground is based on three frames of reference: |
Background, education, experience |
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The phlebotomist who tends to smooth over a conflict is known as an: |
Accommodator |
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Unconscious postures, gestures and facial expressions are known as: |
Kinesics |
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Which is a barrier to communication? |
The patient has a hearing impairment. The patient is unconscious. The patient is unable to speak English. ( all of the above) |
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Which would NOT be a part of patient satisfaction? |
Problems phlebotomist has at home |
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The average person can listen at the rate of approximately_____ words per minute, and can speak at the rate of____ words per minute. |
500-600, 100-200 |
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Of the three situations listed, which one is compliant with the anti-kickback law? |
Furnishing the physician with the blood collection tubes that are returned to the furnishing laboratory for testing. |
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The patient is having blood collected and asks the phlebotomist to have a copy of the results sent to a physician who is not listed on the requisition. What should the phlebotomist do? |
Call the ordering physician to see if this is permissible |
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An associate is hired as a phlebotomist and completes the initial training and competency certification. When will the next competency certification be needed? |
6 months |
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To demonstrate competency, a phlebotomist must verify the ability to collect blood samples from what age group? |
All age groups |
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The competency assessment check off form must include what information? |
All the steps involved in completing the procedure |
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In most healthcare facilities a phlebotomist would not be authorized to: |
Start an IV |
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For a phlebotomist to be fully competent, the phlebotomist must be competent in: |
Obese patients, different age patience, psychiatric patients. (All of the above) |
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That's not my job |
This is who can help you |
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That's not my fault |
Let's see what we can do about this |
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You're right, this stinks |
I understand your frustration |
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Calm down |
I'm sorry |
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I'm busy right now |
I'll be with you in just a moment |