CAP Pro Course - Phlebotomy - Phlebotomy Professionalism and Ethics

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Author: Carol Becker, MS, MLS(ASCP)CM
Reviewer: Julie Ann West, PhD, MLS(ASCP)CM, SM(ASCP)CM

Continuing Education Credits

Objectives

  • Describe the characteristics that enhance the professional image of the phlebotomist.
  • Define the role of phlebotomists in a patient-centered health care environment.
  • Identify the fundamental concepts of verbal, non-verbal, and electronic communication that can impact a patient's rights of privacy, confidentiality, and protected health information (PHI).
  • Describe the team approach to problem-solving in health care and characterize the elements of productive teamwork in ethical decision making.
  • Define conflict resolution and suggest appropriate skills or means for effective solutions in the phlebotomy environment.

Course Outline

  • Describe the characteristics that enhance the professional image of the phlebotomist.
      • Professionalism and Patient-Centered Phlebotomy
      • Professional Image: Appearance
      • Professional Image: Personal Habits
      • Professional Image: Behavior
      • Professionalism: Career Development
      • Professionalism: Credentials
      • Professionalism: Representing the Profession and the Employer
      • Jill, an experienced phlebotomist, enters the hospital room of an elderly female patient to collect blood specimens. Which of the following habits or ...
      • The non-voluntary process whereby a governmental agency grants a license or legal permit to a phlebotomist that allows him or her to practice their pr...
      • The phlebotomy team at Memorial Hospital is brainstorming ideas to improve their professional image after a patient satisfaction survey was sent back ...
      • It's a slow day in Memorial Hospital's Emergency Department, and several health care workers are gathered around the nursing station loudly discussing...
      • The voluntary process whereby an agency grants recognition in the form of a designation or title to a person who meets certain prerequisites in a tech...
      • Several phlebotomists from the laboratory are taking a break in the hospital cafeteria. Other health care workers, visitors, and patients are seated i...
  • Define the role of phlebotomists in a patient-centered health care environment.
      • Patient-Centered Health Care
      • Patient Care Partnership and Consent to Treatment
      • A 25-year-old female patient has come to the outpatient clinic for her prenatal blood work. The patient appears very apprehensive and tells the phlebo...
      • A healthy, full-term newborn is in the room with her mother when a phlebotomist from the laboratory comes in and announces that she has to collect blo...
      • Patients undergoing invasive procedures with a risk of negative outcomes (such as venipunctures) must be provided with information prior to the start ...
  • Identify the fundamental concepts of verbal, non-verbal, and electronic communication that can impact a patient's rights of privacy, confidentiality, and protected health information (PHI).
      • The Need for Effective Communication
      • Verbal and Non-Verbal Communication
      • Barriers to Communication
      • The Effect of Cultural Differences on Communication
      • Strategies for Managing Patients with Difficult Behaviors
      • The Advantages of Electronic Health Records
      • Electronic Communication
      • Using Electronic Communication Effectively
      • Which of the following behaviors displays positive body language or non-verbal communication to a patient?
      • Maureen is the youngest phlebotomy staff member at the VA clinic. She tends to be very vocal about her dissatisfaction with how the clinic's managemen...
      • Helene, a phlebotomist at Memorial Hospital, has posted content on a social network site in which she shared information given to her by her manager i...
      • It's a busy day on the Medical-Surgical floor where a new male patient has just been admitted. Dan is sent from the phlebotomy department to perform a...
      • A phlebotomist enters a patient's room for a scheduled blood draw on time and proceeds to introduce herself and start the preparation for venipuncture...
  • Describe the team approach to problem-solving in health care and characterize the elements of productive teamwork in ethical decision making.
      • Teamwork in Health Care Problem-Solving
      • Types of Health Care Teams
      • Expectations for Productive Team Members
      • Professional Code of Ethics
      • Critical Thinking and Ethical Decision Making
      • Which of the following is not a positive example of professional or business values and standards for health care workers to adopt in their work?
      • A team selected to solve a conflict within the hospital included staff participants from the laboratory, nursing, phlebotomy, and clerical support. Wi...
      • Paul works in the phlebotomy department at the hospital. He has been approached by two co-workers that would like to leave early on slow days. They ha...
      • A new phlebotomist performing a venipuncture is being observed by another phlebotomist. The observer has a checklist of skills and professional behavi...
      • Which of the following activities is an example of ethical behavior in the workplace?
      • Phlebotomist Ricardo has been asked to join a work project team to find a solution to a problem regarding a change in patient isolation protocols. Thi...
      • Sam's manager has asked him to join an intradepartmental laboratory team to investigate a problem revealed by dissatisfied patient feedback about a sp...
  • Define conflict resolution and suggest appropriate skills or means for effective solutions in the phlebotomy environment.
      • Conflict Resolution in Health Care
      • Examples of Conflict in the Workplace
      • DESC for Resolving Conflicts
      • Three health care workers are charged with resolving a conflict regarding shared patient care. They have been advised to follow the DESC strategy for ...
      • Two phlebotomists have requested the same holiday weekend off. Only one staff member can be given this time away. Their manager has asked the two of t...
      • Which of the following personality traits or characteristics is important for a phlebotomy manager to consider when selecting personnel to join a team...
  • References
      • References

Additional Information

Level of Instruction: Basic
Intended Audience: This program is designed as an educational and training tool for MLS, MT, and MLT personnel, phlebotomists, medical laboratory science students and interns, pathology residents, and practicing pathologists.
Author: Carol Becker, MS, MLS(ASCP)CM is a retired Program Director for the Clinical Laboratory Science program and Histology program at OSF St. Francis Medical Center located in Peoria, Illinois. Carol received her Master's degree at the University of St. Francis in Joliet, Illinois and her Bachelor's degree in Medical Laboratory Science from the University of Illinois in Champaign, IL.
Reviewer Information: Dr. Julie Ann West is certified by the American Society for Clinical Pathology (ASCP) as a Medical Laboratory Scientist (MLS) and as a Specialist in Microbiology (SM). In addition, Dr. West has earned a PhD in Public Health - Infectious Disease Epidemiology - and is Certified in Public Health (CPH) by the National Board of Public Health Examiners. Dr. West is experienced as a Technical Specialist, Safety Officer, Educator, and Lead in the Veterans Administration Healthcare System, and has prior experience as an Administrative Laboratory Director.

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