PBT Ch 3 Hartman Communication and Patient Diversity

Written words are considered

• A form of oral communication

• A form of nonverbal communication

• A form of verbal communication

• A form of body language

A patient who is pressing her lips together and not making eye contact is communicating by means of

• Oral

  communication

• Signal- based

  communication

• Body

  language

• Cultural

  communication

Just before a phlebotomy technician begins a blood draw the patient says,

" Wait! I don't want to do this!"

Which of the following responses is most likely to make the patient fell defensive?

• " Why not!"

• "Can I answer any questions for you"?

• "Do you need a little more time?"

• " I won't do this until you're ready, but it will be over quickly once we start."

A patient expresses fear about a possible diagnosis during a blood draw. Which of the following is a cliched response?

• "Have you talked to your doctor about these concerns?

• " I always try to remember that everything happens for a reason."

• " This must be a stressful time for you. I'm sorry."

• "Your doctor will be able to talk you through the results. I know it can be scary."

PBTs Diosa and Nikki are both bluent English-speakers, but they share a cultural background and (non-English) native language. When they are working together what principle should guide their interaction?

• They should only speak English to each other on the job.

• They should speak their native language only when they do not want patients to understand what they are saying.

• They should speak their native language on the job only if their supervisor also understands the language

• They should speak their native language on the job only if patients say it does not bother them.

A patient who has blood drawn frequently expresses concern when a phlebotomy technician prepares to use a straight needle for a blood draw at the inner elbow. She informs the PBT that her veins are small and hard to stick and that usually PBTs end up using a butterfly needle and drawing from her hand. Which of the following responses shows that the PBT is respecting the patient's concerns?

• " Well I have a great track record with tricky veins. I'm sure I can get you right here. "

• "A lot of phlebotomists just don't even try. This is the right way to start"

• "Would you mind if I check your arms first? I'm sure you know it can hurt more to have blood drawn from your hand. If I don't see something good in your arms we can try the hand"

• " I am only supposed to use a few butterflies a week. They're expensive. I'll try this first, o.k?'

A phlebotomy technician says to a patient, " You're here for a CBC and some coag studies, right?" This use of medical terminology is

• The most accurate way to communicate with patients

• Not appropriate, since patients may not understand

• Only appropriate with patients who seem very intelligent

• Only appropriate with patients the phlebotomy technician knows personally

A requisition specifies that a blood draw must be performed at 1430. What time should the draw take place?

• At 4:30 p.m.

• At 6:30 p.m.

• At 2:30 p.m.

• At 2:30 a.m.

Which of these would be considered an incident and require completion of an incident report?

• A blood draw is performed 10 minutes later than the time on the requisition

• A patient taking anticoagulants continues to bleed lightly for five minutes after a blood draw

• A set of specimens is labeled with the wrong patient's identifying information

• A patient accidentally drops a valuable piece of jewelry at a drawing station and has to be called back to retrieve it

A patient having surgery receives the incorrect type of blood due to an identification error. The official term for this type of even is a _________.

• Sentinel event

• Fireable offense

• Warning event

• Reportable occurrence