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# ADV.D09 Prof, Com

# ADV.D09 Professionalism, Communication, Stress: Chapters 1,2

CLS Clinical laboratory scientist. Requires 4yr college degree and pass a State test
CLT Clinical laboratory technician. Requires two year college degree
Pathologist Must be an M.D. This individual is in charge of the laboratory and lab testing methods.
CPT1 Certified Phlebotomy Technician 1. This is the lab phlebotomist. Usually involved in just drawing blood but may also be involved in laboratory specimen processing and calling laboratory results.
CPT1 requirements Take an 80 hour class. 40 hrs didactic (lecture) and 40 hours practical (extern). Submit necessary documents to approved agency. Take State approved exam through the agency. Apply to the State.
CE Continuing education
Phlebotomy CEUs 6 continuing education units must be completed every 2 years.
Professionalism The character is an individual in a profession at a skill an competency level that is expected.
Qualities of a phlebotomist respect for the patient - committed to one's job duties - respect organizational policies - adapting to and growing with medical research related to the job
Physical appearance gives an impression to the patient based upon: posture, grooming and physical hygiene.
What is stress It is the difference between what you want and what you have! Really! You define events that can lead to stress. It is not the event, it is the interpretation of the event!
Communication requires A sender and receiver.
active listening a process of communication in which the listener reaffirms that they understand what the patient means and asks questions where things are not clear.
Barriers to communication language, age, culture, health literacy, etc.
health literacy the knowledge a person has regarding health issues.
body language defines a level of attention to or interest in a communication.
Hearing impairment start by speaking normally; increase volume if necessary or provide written instructions.
Fluctuations in verbal communication pace, tone, and volume are important for effective communication. Keep the pace reasonable, the tone neutral and the volume appropriate for the patient
Bedside manner Do not force your mood on the patient. adjust to the mood of the patient.
Visual impairments 1 Do not raise your voice. They can hear; they just can't see very well or at all.
Visual impairments 2 Offer your arm to the patient to help them move around if required. Do not grab them and steer them in the right direction. They are trained to follow just behind a person with their arm joined with yours.
Visaual impairments 3 Say to the patient what you are doing at each step.
Visual impairments 4 If you need to move objects in order to draw blood in the hospital room always put the objects back in place before you leave.
What percent of communication is verbal 10% to 20%
What percent of communication is nonverbal 80% to 90%
Why smile? It is a welcoming nonverbal gesture.
Eye contact? Most cultures require you to look at the person you are talking to. But, in some cultures they cannot look directly at certain people out of respect to them.
Zone of Comfort The phlebotomist is in the intimate space of a person and must respect a patient's resistance to procedures because they may feel threatened. Use a confident and caring tone and reassure the patient that you are not there to hurt them.
Culture values, beliefs and traditions Based upon societal beliefs, religion, social status.
Negative body language wandering eyes, nervous behavior, breathing pattern,
Other distracting behaviors (page 55) Focus on your technical skills for your patient and you will not show any of these to your patient.
Active listening maintain eye contact; verify that you are listening; don't judge; DON"T INTERRUPT!!!!
Family, Visitors, and Significant others Inform them that you need to draw blood.
Priests, rabbis, pastors, etc. Do not interrupt unless your blood work cannot wait. Explain that the doctor wants a STAT specimen and you apologize but you cannot delay the work.
Doctors Do not interrupt. They may have more blood work to draw after talking to the patient
You enter a patient room. They are angry about their stay and they hate the lab. What do you do? 1. Apologize! / 2. restate what they said so they know they were heard / 3. tell them what you will do about it. / 4. do it.
A person's beliefs are tied to: cultural values, personal values and religious values
Proxemics deals with: the "zone of comfort" . How far someone or how close someone is to another.
The most effective form of communication is: face-to-face
nonverbal body language is what percent of communication 80% to 90%
A phlebotomist must communicate so that all ages can understand
If your patient does not speak English you can Ask for an interpreter for hospitals that employ them
In communication, _____________ will best promote trust. eye contact
"noise" distractors are: Any sounds that can interfere with communication and includes age differences, language and levels of education
The best form of written communication that cannot be misunderstood is: Computer scans of bar codes or QR codes.
The direction of eye level contact should be: phlebotomist to patient directly level. Do not look downward to the patient.
Understanding the patient's culture, language, age, and religion is... the best form of communication.
Using this device allows tracking the location of patients RFID tag.
Stress is a physiological reaction called "fight or flight" TRUE
Diet can affect stress TRUE
An individual's stress reaction is based upon... their interpretation of the event that occurred.
The most influential form of communication is... verbal
Created by: rjmtoss



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