THE PHLEBOTOMY TEXTBOOK THIRD EDITION Phlebotomy and the

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Learning Objectives 1. State the traditional and expanding duties of the phlebotomist. 2. Describe the professional characteristics that are important for a phlebotomist. 3. Discuss the importance of communication and interpersonal skills for the phlebotomist within the laboratory, with patients, and with personnel in other departments of the hospital. 4. State and describe three components of communication. 5. List the barriers to communication and methods to overcome them. Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Learning Objectives (cont. ) 6. Describe a phlebotomist using correct listening and body language skills. 7. State six rules of proper telephone etiquette. 8. Define cultural diversity and discuss the actions needed by a phlebotomist when encountering cultural diversity. 9. State the competencies expected of a certified phlebotomist. 10. Describe the functions of the nursing, support, fiscal, and professional hospital service areas and the functions of the departments contained in these services. 11. Describe the different types of health-care settings in which a phlebotomist may be employed. Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Key Terms § § § § accreditation alternative medicine certification confidentiality continuing education cross-training cultural diversity Copyright © 2011 F. A. Davis Company § decentralization § diagnostic-related groups (DRGs) § phlebotomy § professionalism § samples § specimens § zone of comfort

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION History of Phlebotomy § “Phleb”-vein “-otomy”-incision § Phlebotomy, defined § Incision into a vein § One of the oldest medical procedures § Blood-letting § Devices § Leeches § Significance of “barber pole” § Therapeutic phlebotomy Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Role of the Phlebotomist § Collection of blood specimens for laboratory analysis § Has become a specialized area of clinical laboratory practice § Key player, no longer someone who just “takes blood” § Expanded role Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Traditional Duties and Responsibilities § Correct identification of the patient prior to sample collection § Collection of the appropriate amount of blood by venipuncture or dermal puncture for the specified tests § Selection of the appropriate specimen containers for the specified tests § Correct labeling of all samples with the required information § Appropriate transportation of samples back to the laboratory in a timely manner § Effective interaction with patients and hospital personnel Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Other Important Duties § Processing of samples for delivery to the appropriate laboratory departments § Performance of computer operations and record keeping pertaining to phlebotomy § Observation of all safety regulations, quality control checks, and preventive maintenance procedures § Attendance at continuing education programs Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Changes in Phlebotomy § Changes in health-care delivery § § Efficiency and cost effectiveness Patient-focused care Cross-training Decentralization of phlebotomy services Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Changes in Phlebotomist Duties § Additional Duties § § § § Training other health-care personnel to perform phlebotomy Monitoring the quality of samples collected on the units Evaluating protocols associated with sample collection Performing basic bedside laboratory tests Performing electrocardiograms Performing measurement of patient’s vital signs Collecting arterial blood samples (see Chapter 14) Collection of samples from central venous access devices ([CVADs]; see Chapter 11) Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Professional and Personal Characteristics for Phlebotomists § Service-oriented industry § Phlebotomists are the “face of the laboratory” Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Professional and Personal Characteristics for Phlebotomists § § § Dependable Cooperative Committed Compassionate Courteous Respectful Copyright © 2011 F. A. Davis Company § § § Honest Integrity Competence Organized Responsible Flexible

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Appearance Guidelines § § § Clean and unwrinkled clothing Clean, appropriate footwear Conservative jewelry and makeup Perfume/cologne not recommended Hair/facial hair clean, neat, and trimmed § Long hair pulled back § Proper personal hygiene § Proper fingernail length and maintenance § No artificial nails (Center for Disease Control guidelines) Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Communication Skills for the Phlebotomist § Verbal skills §

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Verbal Skills § Verbal barriers § § § § Hearing impairment Emotional level Patient education level Age Language barriers Medications Health status Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Verbal Communication Barriers Copyright © 2011 F. A. Davis

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Listening Skills § Active listening § Looking directly at the patient § Allowing patient time to express feelings § Allowing the patient time to describe why they are concerned § Providing feedback to the patient through appropriate responses § Encouraging patient communication by asking questions Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Nonverbal Communication § Positive body language § Smiling § Eye contact § Display confidence § Negative body language § Shuffling § No eye contact § Acting distracted Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Zone of Comfort Copyright © 2011 F. A. Davis

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Cultural diversity § § Customs Beliefs Religion Values Copyright

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Cultural Diversity Guidelines Smile and use a friendly tone of voice. Be alert to patients reactions. Do not stereotype. Be mindful of personal space. Take time to explain procedures. § Make sure instructions are understood. § Show respect for their diversity. § § § Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Telephone Skills § Telephone manners § Promptness § Politeness § Transferring calls § Attempt to help first, give patient transfer number § Provide accurate information § Placing calls on hold § Check for emergency § Speak clearly § Ask for read-back of information provided § Read-back National Patient Safety Goal Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Importance of Phlebotomy Education § Structured programs—Combining classroom (didactic) with clinical practice § Hospitals § Community college § Technical institutions § Use national training guidelines § National Accrediting Agency for Clinical Laboratory Sciences (NAACLS) Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION NAACLS Phlebotomy Competencies § Knowledge of the health-care system and medical terminology § Knowledge of infection control § Knowledge of basic anatomy and physiology and anatomic terminology related to the laboratory and the pathology of body systems § Understanding of the importance of sample collection and integrity for patient care Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION NAACLS Phlebotomy Competencies § Knowledge of collection equipment, tube additives, special precautions, and interfering substances associated with laboratory tests § Performance of standard operating procedures in collecting samples § Understanding of requisitions, sample transport, and sample processing § Understanding of quality assurance and quality control in phlebotomy § Use of effective and appropriate communication skills Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Phlebotomy Education and Certification § Certification requirements § Certification examinations § Computer adaptive testing § Professional organization membership § Continuing education § Required for licensure § Maintain certification Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Phlebotomy Certifying Organizations American Society for Clinical Pathology (ASCP) National Center for Competency Testing (NCPT) American Medical Technologists (AMT) American Society of Phlebotomy Technicians (ASPT) § National Phlebotomy Association (NPA) § National Healthcareer Association (NHA) § § Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Phlebotomist Certification Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Continuing Education § Required for licensure § Licensure in only two states § Louisiana § California § Maintain certification § ASCP-Certified Maintenance (CM) § Requires nine Certified Maintenance Points per 36 month cycle Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Health-Care Delivery System § Employment settings § § § § Hospital Physician office laboratories (POL) Health maintenance organizations (HMO) Reference laboratories Urgent care centers Nursing homes Home health-care agencies Blood donor centers Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Hospital Patient Care Areas Copyright © 2011 F. A.

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Hospital Organization Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Hospital Services § Nursing Services--Direct patient care § Support Services--Maintain the physical hospital building and services § Fiscal Services--Business management of hospital services § Professional Services--Assist in diagnosis and treatment of disease Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Nursing Services § Cardiac Care Unit (CCU), Emergency Department (ED), Intensive Care Unit (ICU), Nursery, and Operating Room (OR) § Health-care Members § § § Registered Nurse (RN) Licensed Practical Nurse (LPN) Certified Nursing Assistant (CNA) Unit clerk Surgical technologist Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Support Services § § Food service Grounds care Housekeeping

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Fiscal Services § § § Accounting Admitting Business office

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Professional Services § Radiology § X-ray § CT scans § MRI § Radiation therapy § Cancer treatment § Nuclear medicine § Organ scans § Laboratory tests Copyright © 2011 F. A. Davis Company § Occupational therapy (OT) § Daily living functions § Pharmacy § Medications

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Professional Services § Physical therapy (PT) § Treatments § Respiratory therapy § Breathing disorders § Cardiovascular testing § ECGs § Stress Tests § Imaging § Clinical laboratory § Diagnostic testing Copyright © 2011 F. A. Davis Company

THE PHLEBOTOMY TEXTBOOK, THIRD EDITION Other Health-Care Settings § Physician office laboratories (POLs) and group practices § Health maintenance organizations (HMOs) § Reference laboratories § Government- and hospital-sponsored clinics § Specialty clinics § Wellness clinics § Alternative medicine clinics § Home health care Copyright © 2011 F. A. Davis Company