Communication & Patient Relations Flashcards

Before drawing blood from a patient with a visual impairment, you should:

Answer: Announce yourself and describe what you are going to do before touching

Verbal introductions and explanations compensate for lack of visual cues.

An unresponsive patient requires a blood draw. What is the appropriate communication?

Answer: Introduce yourself and explain actions as if the patient can hear

Hearing may be intact, so respectful explanation is still appropriate.

A patient scheduled for a fasting test says they ate breakfast. What should the phlebotomist do?

Answer: Notify the nurse or provider and document the non-fasting status as required

Non-fasting status can alter results, so the provider must be informed and it documented.

Which technique demonstrates active listening?

Answer: Paraphrasing what the patient said to confirm understanding

Paraphrasing confirms understanding and shows the patient they are heard.

A phlebotomist posts a photo of a patient's labeled tube on social media without a name. This is:

Answer: A potential HIPAA violation and unprofessional

Labels and other identifiers can reveal PHI, so posting is prohibited.

A patient asks the phlebotomist, "Do you think I have cancer?" The best response is:

Answer: Explain that a diagnosis comes from the physician and encourage them to ask the provider

Diagnosing is outside scope; refer to the provider with empathy.

A patient faints after a draw. After ensuring safety, what communication is required?

Answer: Notify the supervisor/nurse and complete an incident report per policy

Adverse events must be reported and documented according to facility policy.