Chapter 3: Communication and Patient Diversity Quiz

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 feel 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 clichéd 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 fluent 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’m only supposed to use a few butterflies a week. They’re expensive. I’ll try this first, OK?”

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?

• 4:30 am
• 3:30 pm
• 2:30 pm
• 2:30 am

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 event is a _____________________.

• Sentinel event
• Fireable offense
• Warning event
• Reportable occurrence