NEW
Font size
WorksheetsCh. 3 Test: Phlebotomy and Communication
Total questions: 24
Worksheet time: 12mins
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 PBT 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. Which of the following is true?
They should speak only English to each other in front of patients and coworkers.
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 often expresses concern when a PBT prepares to use a straight needle for a blood draw at the inner elbow. She tells 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? 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 PBT 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 PBT 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 a.m.
At 2:30 p.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 5 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 get 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
A PBT likes to play mellow, calming music at his drawing station. It should be turned off when the PBT is communicating with patients who
Have a visual impairment
Have an intellectual disability
Are non-native speakers of English
Have a hearing impairment
A blood culture is ordered for a hospital patient who does not speak English. When the PBT gets to the patient’s room she finds that the patient’s 18-year-old grandson, who speaks fluent English, is visiting. Which of the following best describes how the PBT should ensure that the patient understands and consents to the procedure?
The PBT should ask the grandson to translate.
The PBT should ask the grandson to get permission from the patient for the grandson to translate.
The PBT should tell the patient, through his grandson, that she will be back soon with an interpreter.
The PBT should ask the grandson to translate, but watch closely to make sure nobody seems confused by the medical terminology.
What is the purpose of a requisition?
It summarizes the plan of patient care.
It lists lab supplies that need to be ordered.
It lists all medications a patient is taking.
It lists lab tests ordered for a patient.
_______________ information is based on what a person sees, hears, touches, or smells.
Objective
Subjective
Scientific
Experiential
PBT Pablo receives an order to perform a blood draw at 15:30. What is the most likely explanation?
This is an error and the draw should be done at 5:30.
This is an error and the draw should be done at 1:30.
This is an error and Pablo should confirm the correct time with the ordering provider.
This order is based on the 24-hour clock and the draw should be done at 3:30 p.m.
Which of these would be the best way to get more information from a patient who is visibly very anxious?
“Are you nervous about the draw?”
“Can you tell me how you’re feeling right now?”
“Do you think you’re going to faint?”
“Don’t like needles, huh?”
The patient described in the last question is an elderly man. He tells the PBT that he has never liked blood draws and that in the past it has been difficult for phlebotomists to get blood flow started. He is worried about the pain and worried that he will not get the test results he needs if the draw is not successful. Which of these is the best response from the PBT?
“Don’t stress, Gramps. I got ya.”
“Take some deep breaths. This will all work out just fine.”
“I’m sorry you’ve had trouble in the past. You telling me about it gives me some good information. I’ll use a small needle and I’ll look at your veins really carefully before I start.”
“Don’t give it a second thought. I’m good with the tricky sticks. I’ll make sure we get that blood and it’s not even going to hurt.”
It is important for PBTs to explain a procedure before doing it. Which of the following explanations is best?
“I’ve got orders for a CBC and a CMP. Two tubes. This will be quick.”
“We’re doing a complete blood count and a comprehensive metabolic panel. Your doctor probably ordered those just to make sure there aren’t any problems with your blood or with organ functions.”
“I’m going to do a straight stick and draw a tiger tube and a lavender tube.”
“I’ll be drawing two tubes of blood for the tests your doctor ordered, but I should be able to just do one quick puncture. I’ll take a look at your arms to find the best vein.”
PBT Sarah calls Ms. Petty to her drawing station. Ms. Petty smiles and makes small talk with Sarah but is fidgeting with her purse. When Ms. Petty is seated in the phlebotomy chair she grips the armrests tightly and closes her eyes. Which of the following is true?
Ms. Petty’s nonverbal communication indicates she might be nervous.
Ms. Petty’s verbal communication indicates she might be nervous.
Ms. Petty’s nonverbal and verbal communication are sending the same message.
Sarah’s only concern is what Ms. Petty says, not how she is behaving.
A PBT can give a patient test results over the phone
Only if the PBT was the one who drew the patient’s blood
Only if the patient says their provider allows it
Only if a supervisor is present
In no circumstance
An incident report should be completed if
A PBT has a difficult time finding a good vein
An angry patient makes threatening remarks
A patient says he had to wait too long
A PBT has a hard time communicating with a patient
How can a parent or guardian help a PBT during a blood draw on a child?
By covering the child’s eyes so they do not see the needle
By promising the child a treat afterward if the child is brave
By holding the child still during the draw
By agreeing when the PBT says blood draws never hurt
An adult patient with an intellectual disability should be treated
Like a toddler
Like a school-aged child
Like an adult
According to their intellectual “age”
Mrs. Ilten is 89 years old. Her daughter is with her at PBT Vera’s drawing station. Every time Vera asks Mrs. Ilten a question, the daughter answers. How should Vera respond?
She should stop talking to Mrs. Ilten and address the daughter directly.
She should politely ask the daughter to let Mrs. Ilten answer.
She should ask the daughter to go back to the waiting room.
She should tell the daughter she is being disrespectful to her mother by not allowing her to talk.
