Quiz 6 Phlebotomy

Front 1

Which is a true statement?

Back 1

A phlebotomist must use both verbal and non-verbal communication

Front 2

To achieve quality customer service, the phlebotomist must meet what customer needs?

Back 2

Know what the customer wants, determine the level of service received, and take action to satisfy the customer.

Front 3

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:

Back 3

Background, education, experience

Front 4

The phlebotomist who tends to smooth over a conflict is known as an:

Back 4

Accommodator

Front 5

Unconscious postures, gestures and facial expressions are known as:

Back 5

Kinesics

Front 6

Which is a barrier to communication?

Back 6

The patient has a hearing impairment. The patient is unconscious. The patient is unable to speak English. ( all of the above)

Front 7

Which would NOT be a part of patient satisfaction?

Back 7

Problems phlebotomist has at home

Front 8

The average person can listen at the rate of approximately_____ words per minute, and can speak at the rate of____ words per minute.

Back 8

500-600, 100-200

Front 9

Of the three situations listed, which one is compliant with the anti-kickback law?

Back 9

Furnishing the physician with the blood collection tubes that are returned to the furnishing laboratory for testing.

Front 10

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?

Back 10

Call the ordering physician to see if this is permissible

Front 11

An associate is hired as a phlebotomist and completes the initial training and competency certification. When will the next competency certification be needed?

Back 11

6 months

Front 12

To demonstrate competency, a phlebotomist must verify the ability to collect blood samples from what age group?

Back 12

All age groups

Front 13

The competency assessment check off form must include what information?

Back 13

All the steps involved in completing the procedure

Front 14

In most healthcare facilities a phlebotomist would not be authorized to:

Back 14

Start an IV

Front 15

For a phlebotomist to be fully competent, the phlebotomist must be competent in:

Back 15

Obese patients, different age patience, psychiatric patients.

(All of the above)

Front 16

That's not my job

Back 16

This is who can help you

Front 17

That's not my fault

Back 17

Let's see what we can do about this

Front 18

You're right, this stinks

Back 18

I understand your frustration

Front 19

Calm down

Back 19

I'm sorry

Front 20

I'm busy right now

Back 20

I'll be with you in just a moment