Ch. 1 Phlebotomy Practice & Quality Assessment Basics

Front 1

Active Listening

Back 1

a set of skills that enables an individual to become a more effective listener. The skills include concentrating on the speaker, getting ready to listen by clearing one's mind of distracting thoughts, use of silent pauses when appropriate, providing reassuring feedback, verifying the conversation that took place, keeping personal judgments to oneself, paying attention to the body language of the person speaking, and maintaining eye contact.

Front 2

Ambulatory Care

Back 2

health care services that are delivered in an outpatient or nonhospital setting. It implies that the patients are able to ambulate, or walk, to the clinic to receive their services.

Front 3

age-specific care considerations

Back 3

providing services that are age-appropriate and considerate (e.g., special considerations are needed for different ages of children (toddler versus teen) and also for geriatric patients). Factors typically relate to age-related fears/concerns, communication styles, procedures for comforting the patient, and safety.

Front 4

American Society for Clinical Laboratory Science (ASCLS)

Back 4

professional organization for laboratory personnel that provides continuing education and conference activities for laboratory professionals.

Front 5

American Society for Clinical Pathology (ASCP)

Back 5

professional organization offering clinical and research conferences, many types of continuing education activities, and ongoing certification programs. Certification is through the Board of Certification (BOC) for many types of laboratory professionals and specialties.

Front 6

assessments

Back 6

a measurement term referring to factors that affect both the analytic (quantitative) and nonanalytic (qualitative) components of health care. Competency assessments are used to measure an individual's ability to perform specified job tasks.

Front 7

Blood Sample

Back 7

a portion of blood removed that is small enough so as not to cause harm

Front 8

Blood Specimen

Back 8

discrete portions of blood taken for laboratory analysis of
one or more characteristics to determine the character of the whole body.

Front 9

Competency Statement

Back 9

performance expectations that include entry-level skills, tasks, and job roles.

Front 10

Continuous Quality Improvement (CQI)

Back 10

a theoretical framework and management strategy to improve health care structures, processes, outcomes, and customer satisfaction. It is ongoing and involves all levels of the administrative structure of an organization.

Front 11

Culture

Back 11

a system of values, beliefs (spiritual, family bonding), and practices (food, music, traditions) that stem from an individual's concept of reality. Culture influences decisions and behaviors in many aspects of life.

Front 12

Expiration Date

Back 12

the date after which products or supplies should not be used.

Front 13

histograms

Back 13

bar graphs often used as quality improvement tools.

Front 14

home health care services

Back 14

provision of health care services in a patient's home under the direction of a physician.

Front 15

Iatroenic Anemia

Back 15

a type of induced blood-loss resulting in anemia when too much blood is withdrawn in a short period of time; a patient who has this may require a blood transfusion.

Front 16

Medicaid

Back 16

a shared federal- and state-funded program designed to provide health insurance for individuals with low incomes.

Front 17

Medicare

Back 17

federal program designed to provide health insurance for the elderly and members of special groups.

Front 18

outcomes

Back 18

used as a quality improvement term to refer to what is accomplished for the patient (e.g., healing, return to wellness, or return to normal functions). Poor patient outcomes have been described as the "5 Ds": death, disease, disability, discomfort, and dissatisfaction.

Front 19

Personel Protective Equipment (PPE)

Back 19

equipment designed to protect the health care worker from hazards in the workplace (e.g., goggles, gloves, gowns).

Front 20

proficiency testing (PT)

Back 20

testing that is part of the quality management of laboratory services and involves subscribing to an outside source to provide "unknown" or "blind" specimens to see how one laboratory's results compare with other laboratories' results. Performance reviews on proficiency tests are part of the accrediting process for most laboratories.

Front 21

Phlebotomist

Back 21

the individual who performs phlebotomy. __________ can also assist in the collection and transportation of specimens other than venous blood (e.g., arterial blood, urine, tissues, and sputum) and may also perform clinical, technical, or clerical functions.

Front 22

Point-of-Care

Back 22

e.g., at the patients’ bedside, at ancillary or mobile sites, or even in the home.

Front 23

Preexamination (preanalytical) Phase

Back 23

the part of the process that occurs before the actual testing and analysis are performed.

Front 24

Quality

Back 24

refers to a specimen that is correctly identified, collected, and transported.

Front 25

Quality Control

Back 25

daily controls that are used in analytic testing to determine acceptable ranges of test results (i.e., tolerance limits).

Front 26

skin (dermal) puncture

Back 26

a cut into the skin or dermis (e.g., of the finger or heel) preferably with a single-use retractable puncture device.

Front 27

Skin Puncture

Back 27

Puncturing a finger with a specially designed safety lancet to withdraw a smaller amount of capillary blood

Front 28

reference ranges

Back 28

when referring to laboratory values, these are laboratory test value ranges that are considered within "normal" limits.

Front 29

Standard Operating Procedure (SOP)

Back 29

instructions to achieve uniform or consistent performance of a function.

Front 30

Venipuncture

Back 30

withdrawing a venous (from a vein, not an artery) blood sample using a needle attached to an evacuated tube system or other collection devices

Front 31

zone of comfort

Back 31

area of space surrounding a person/patient that is considered "private or personal"; if a stranger (or phlebotomist) gets too close to the individual (i.e., beyond the zone of comfort), the person/patient may begin to feel uncomfortable.