Customer Service Quiz

A phlebotomist is in a situation where a patient's family is present. Which of the following is a true statement?

• The phlebotomist can show displeasure with the patient.

• The phlebotomist must use both verbal and nonverbal communication.

• The phlebotomist can look at their watch to communicate that they have more work to do.

• If the patient curses at the phlebotomist, it is OK for the phlebotomist to curse back.

A phlebotomist is working in a busy hospital. In order to provide quality service to the patients, what needs should they meet?

• Understand what the patient wants, assess the level of service they have received, and take necessary actions to satisfy them

• Recognize the patient by name, determine the tests needed by the patient, know who the patient’s physician is

• Understand what the patient’s insurance will cover, prevent the patient from waiting too long, communicate minimally with the patient

When two phlebotomists are communicating about a patient's blood draw, they understand each other when they have a common understanding. This common ground is based on three frames of reference:

• education in phlebotomy, nationality, seniority in the hospital

• background in medical field, education in phlebotomy, experience with blood draws

• language, nationality, experience in phlebotomy

A phlebotomist is working in a busy hospital lab and a conflict arises between two colleagues. The phlebotomist steps in and tries to smooth over the situation. This phlebotomist can be referred to as a(n):

• accommodator

• controller

• collaborator

In a phlebotomy setting, the unconscious postures, gestures, and facial expressions of a patient are known as:

• cogitative

• objective

• kinesics

• calisthenics

Which is a barrier to communication when performing phlebotomy?

• The patient has a hearing impairment.

• The patient is unconscious.

• The patient is unable to speak English.

• All of the above

A phlebotomist is having a rough day at home. How would this affect the satisfaction of the patients he is attending to?

• The skill of the phlebotomist

• The problems the phlebotomist has at home

• The professional appearance of the phlebotomist

• The cleanliness of the area where the phlebotomist works

A phlebotomist can draw blood from approximately ____ patients per hour, and can process the samples at the rate of ____ samples per hour.

• 200–400; 50-100

• 500–600; 100–200

• 1000–1500; 500–750

• 500–600; 400–500

During a phlebotomy procedure, the phlebotomist's use of gloves is a method of ____ communication.

• long-distance communication

• verbal communication

• nonverbal communication

• direct communication

Match the helpful statement with the improper statement.