1 Phlebotomy: Past and Present and the Healthcare Setting
Transcript of 1 Phlebotomy: Past and Present and the Healthcare Setting
1
Phlebotomy: Past and Present and the Healthcare Setting
OBJECTIVES3. Compare types of healthcare institutions and the
methods used by providers for coverage.
4. List the personnel levels in the clinical analysis areas of the laboratory and the types of laboratory procedures performed in each of the areas.
Study the information in your TEXTBOOK that corresponds to each objective to prepare
yourself for the activities in this chapter.
1. Demonstrate basic knowledge of terminology for healthcare settings including the national healthcare organizations that contributed to the evolution of phlebotomy and the role of the phlebotomist today.
2. Describe the basic concepts of verbal and nonverbal communication as they relate to the professional image and proper telephone protocol in healthcare.
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Unit I. The Healthcare Setting
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2 Unit I The Healthcare Setting
MATCHINGUse choices only once unless otherwise indicated.
MATCHING 1-1: KEY TERMS AND DESCRIPTIONSMatch the key term with the best description.
Descriptions
A. A system of moral principles that govern conductB. Another name for outpatientC. Biases that are major obstructions to verbal
communicationD. Centers for Medicare and Medicaid ServicesE. Clinical Laboratory Improvement Amendments of
1988F. Conforming to a standard of right and wrong
conductG. Current procedural terminology codesH. Evidence that an individual has mastered
competencies in a technical specialtyI. Healthcare workersJ. Health Insurance Portability and Accountability ActK. Health maintenance organizationsL. International Association for Continuing Education
and TrainingM. International Classification of Diseases, 10th
RevisionN. Laboratory department that typically performs the
most testsO. Laboratory department that performs tests to
identify chromosome deficienciesP. Laboratory department that studies cells to detect
malignant and premalignant conditionsQ. Laboratory department where type and screen tests
are performedR. Laboratory department that performs protime testsS. Organization that published The Patient Care
Partnership brochureT. The study of blood and blood-forming tissuesU. The study of the microscopic structure of the tissueV. Type of test performed in the microbiology
departmentW. Units awarded for participating in continuing
education activitiesX. Verbal and nonverbal messages that do not match
Key Terms
1. ______ AHA
2. ______ Ambulatory
3. ______ Blood bank/immunohematology
4. ______ C&S
5. ______ Certification
6. ______ CEUs
7. ______ Chemistry
8. ______ CLIA ’88
9. ______ CMS
10. ______ Coagulation
11. ______ Communication barriers
12. ______ CPT
13. ______ Cytogenetics
14. ______ Cytology
15. ______ Ethical behavior
16. ______ Ethics
17. ______ HCWs
18. ______ Hematology
19. ______ HIPAA
20. ______ Histology
21. ______ HMOs
22. ______ IACET
23. ______ ICD-10-PCS
24. ______ Kinesic slip
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 3
Descriptions
A. A patient’s main source of routine medical careB. An agency that approves phlebotomy programsC. Another name for inpatientD. Care by a specialistE. Entity that pays for healthcare services on behalf of
a patientF. Federal and state health insurance program for
eligible low-income AmericansG. Federal health insurance program for seniors who
are 65 and olderH. Highly specialized careI. Laboratory department that identifies antigens and
antibodiesJ. Laboratory department that performs culture and
sensitivity (C&S) testingK. Laboratory department with the same name as the
most common test it performsL. Large independent laboratories that test specimens
from many different facilitiesM. Managed care organizationsN. Medical laboratory scientistO. Medical laboratory technicianP. Preferred provider organizationsQ. Promotes and administers programs for public
healthR. Protected health informationS. Study of an individual’s concept of and use of
spaceT. Study of nonverbal communicationU. Term with the same meaning as venesectionV. Turnaround time
Key Terms
25. ______ Kinesics
26. ______ MCOs
27. ______ Medicaid
28. ______ Medicare
29. ______ Microbiology
30. ______ MLS
31. ______ MLT
32. ______ NAACLS
33. ______ Nonambulatory
34. ______ PHI
35. ______ PHS
36. ______ Phlebotomy
37. ______ PPOs
38. ______ Primary care
39. ______ Proxemics
40. ______ Reference laboratories
41. ______ Secondary care
42. ______ Serology/immunology
43. ______ TAT
44. ______ Tertiary care
45. ______ Third-party payer
46. ______ UA
MATCHING 1-2: CERTIFICATION AGENCIESMatch the certification agency with the title awarded. A title may be used more than once.
Title Awarded
A. RPTB. CPTC. PBTD. NCPT
Certification Agency
1. ______ American Society for Clinical Pathology
2. ______ American Medical Technologists
3. ______ National Center for Competency Testing
4. ______ American Certification Agency
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4 Unit I The Healthcare Setting
MATCHING 1-3: METHODS OF PAYMENT AND DIAGNOSIS CODINGMatch the methods of payment and diagnosis coding with the appropriate definition.
Definitions
A. Begun in 1983 to limit and standardize the Medicare/Medicaid payments made to hospitals
B. Reimburses healthcare facilities a set amount for each patient procedure using established disease categories
C. A classification system implemented in 2000 for determining payment to healthcare facilities for Medicare and Medicaid patients only
D. Traditional payment model of reimbursement for healthcare service after service is rendered
E. A procedural classification system for use in U.S. hospitals with a broad range of codes and greater specificity
Method of Payment and Diagnosis Coding
1. ______ Ambulatory patient classification
2. ______ ICD 10th Revision
3. ______ Fee for service
4. ______ Diagnosis-related groups
5. ______ Prospective payment system
MATCHING 1-4: LABORATORY TESTS AND DEPARTMENTSMatch the laboratory tests with the departments that perform them using the letters shown below. Departments can be used more than once.
Laboratory Departments
B. Blood bankC. ChemistryCo. CoagulationCy. CytologyH. HematologyI. ImmunologyM. MicrobiologyU. Urinalysis
1. ______ BUN
2. ______ PT
3. ______ Hct
4. ______ WBC
5. ______ Nitrites
6. ______ ANA
7. ______ Fibrinogen
8. ______ ALT
9. ______ d-dimer
10. ______ Pap smear
11. ______ Blood culture
12. ______ EBV
13. ______ Type and Rh
14. ______ Gram stain
15. ______ DAT
Laboratory Tests
16. ______ Immunoglobulins
17. ______ Creatinine
18. ______ aPTT
19. ______ Plt ct
20. ______ hs-CRP
21. ______ pH
22. ______ Occult blood
23. ______ Urobilinogen
24. ______ Potassium
25. ______ diff
26. ______ Hgb
27. ______ Electrolyte panel
28. ______ Blood glucose
29. ______ HIV NAAT
30. ______ Specific gravity
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 5
MATCHING 1-5: PATIENT CONDITIONS AND MEDICAL SPECIALTIESMatch the specialties with types of patient conditions they serve. One choice will not be used.
Medical Specialties
A. Allergy and immunologyB. AnesthesiologyC. CardiologyD. DermatologyE. Emergency medicineF. EndocrinologyG. Family medicineH. GastroenterologyI. GerontologyJ. HematologyK. Infectious diseasesL. NephrologyM. NeurologyN. OncologyO. OphthalmologyP. PediatricsQ. PsychiatryR. Pulmonary medicineS. RheumatologyT. Sports medicineU. Urologist
Patient Conditions
1. ______ Tumors, benign and malignant
2. ______ Eye examinations
3. ______ Endocrine gland disorders
4. ______ Diseases of the heart
5. ______ Disorders of the brain and spinal cord
6. ______ Well checkups for children
7. ______ Kidney function
8. ______ Urinary tract disease
9. ______ Conditions of the skin
10. ______ Emergency care due to accident
11. ______ Injuries resulting from athletic activities
12. ______ Respiratory system conditions
13. ______ Inflammation and joint diseases
14. ______ Contagious, pathogenic infections
15. ______ Disorders of the blood
16. ______ Disorders causing hypersensitivity
17. ______ Aging and age-related disorders
18. ______ Clinical depression
19. ______ Digestive tract disorders
20. ______ Continuous, comprehensive care
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6 Unit I The Healthcare Setting
LABELING EXERCISESLABELING EXERCISE 1-1: VERBAL COMMUNICATION BARRIERSUsing the TEXTBOOK, identify six barriers in the communication loop diagram that interrupt the message being sent to the receiver. Write the answers in the “Receiver” column. Identify six communication barriers that interrupt the feedback being sent to the sender. Write the answers in the “Sender” column.
Receiver
1.
2.
3.
4.
5.
6.
Message
Feedback
Encoded
Communication loop
Sender
BarriersBarriers
Receiver
Decoded
Sender
1.
2.
3.
4.
5.
6.
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 7
LABELING EXERCISE 1-2: NONVERBAL FACIAL CUESLabel each of the sketches below with the correct facial cue from the following list. Answers may be used more than once.
• Surprise
• Fear
• Sadness
• Happiness
• Anger
• Disgust
A. B. C.
D. E. F.
G. H. I.
LABELING EXERCISE 1-3: LABORATORY ORGANIZATIONAL CHARTFill in the names of the major divisions in a typical laboratory organizational chart.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Department of laboratory medicine and pathologyLaboratory Administrator/Director
1. 2. 3.
4. 5. 6. 7.
8. 9. 10.
Histology
Cytology
Surgicalpathology
Outpatientservice
NursingPOCT
Transfusionmedicine
Toxicology
Therapeuticdrugmonitoring
Moleculardiagnostics
Coagulation
Immunology
Urinalysis
Bacteriology
Mycology
Virology
Parasitology
HLA
Stem cellanalysis
Phlebotomy
Centralprocessing
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8 Unit I The Healthcare Setting
KNOWLEDGE DRILLSKNOWLEDGE DRILL 1-1: CAUTION, FYI AND KEY POINT RECOGNITIONThe following sentences have been taken from caution and key point statements found throughout Chapter 1 of the textbook. Using the TEXTBOOK, fill in the blanks with the missing information.
1. By recognizing and appreciating (A) _________________, the phlebotomist promotes (B) _________________
_________________ and harmonious relationships that directly improve health (C) ________________, the (D)
_______________ of services, and (E) ________________ satisfaction.
2. The (A) _________________ phrase primum non nocere, which means “first do no harm” describes one of the
fundamental (B) __________________ of healthcare. Although it does not include this (C) _________________
_______________, the promise “to abstain from doing harm” is part of the (D) ________________________ oath
taken by new physicians and other (E) __________________ professionals as they begin their practice.
3. To (A) __________________ effectively with someone, establish good (B) _______________ _______________.
A patient or client may be made to feel (C) ___________________ and more like an (D) _____________ rather
than a human being if no eye contact is established.
4. Phlebotomists will find that when dealing with (A) ________________ who are (B) _________________ or
(C) __________________, a confident and professional (D) ____________________ will be most (E)
__________________ to them in doing their job.
5. An important (A) ___________________ in ensuring that the healthcare system as a whole is (B)
___________________ is the (C) ________________ _______________ physician (PCP). It has been shown that
(D) ___________________ primary care results in better health outcomes and lower spending, including
avoidable (E) ________________ _______________ visits and hospital care.
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 9
KNOWLEDGE DRILL 1-2: SCRAMBLED WORDSUnscramble the following words using the hints given in parenthese and the letters that have been placed in the correct boxes. Finish writing the correct spelling of the scrambled word in the corresponding boxes.
1. deadmici (healthcare for the poor)
d i
2. enscikis (involves body language)
i s
3. fracitinecito (an indication of competency)
c i i
4. gloomyheat (laboratory area that counts blood cells)
m l
5. irebrar (message obstruction)
r r
6. mexicrops (involves one’s concept of space)
o m
7. ratyitre (highly complex care)
r y
8. shymictre (most laboratory tests are this type)
e m
9. sneeviconte (phlebotomy)
v n
10. troblumaya (describes most outpatients)
b a
11. glutaniocoa (tests that detect clotting problems)
g i
12. scithe (moral standards)
s
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10 Unit I The Healthcare Setting
KNOWLEDGE DRILL 1-3: TRUE/FALSE ACTIVITYThe following statements are all false. Circle the one or two words that make the statement false and write the correct word(s) that would make the statement true in the space provided.
1. One CEU equals 20 contact hours of participation in an organized experience under responsible sponsorship, capable direction, and qualified instruction.
2. A continued awareness and knowledge of cultural differences by all employees can protect an organization from OSHA and HIPAA violations, promote an inviting workplace, and increase innovation and teamwork.
3. Ethics are centered on an individual’s emotions.
4. All patients in a healthcare setting have rights but do not have to be informed of these rights when care is initiated.
5. Safeguarding the correctness of protected health information (PHI) is one of the primary aims of The Joint Commission’s privacy rule.
6. The Latin phrase primum non nocere, which means “do not ignore the patient” describes one of the fundamental principles of healthcare.
7. Most phlebotomists’ work is in the personal zone as they search and palpate to find a vein and perform venipuncture.
8. Today, assisted living centers are a way to decrease the overcrowded emergency rooms and provide significant savings to patients and insurers.
9. An important component in ensuring that the healthcare system is sustainable is the specialist physician.
10. Certification is a required process by which a hospital grants recognition to an individual who has met certain prerequisites in a specific technical area.
11. Histology is defined as the study of the microscopic structure of cells.
12. Virology is a subsection of immunology.
13. A white blood cell count (WBC) is an example of a cytology test.
14. A risk panel for cardiovascular assessment would be performed in the coagulation department.
15. Histology is part of the clinical analysis division of a traditional laboratory.
KNOWLEDGE DRILL 1-4: HISTORICAL PHLEBOTOMY EVENTSNumber the following events in chronological order from 1 to 5, with 1 being the earliest recorded event.
A. _____ Leeching was widely practiced in Europe, especially France.
B. _____ “Short robe” surgeons used cupping and leeching to extract blood.
C. _____ Microsurgeons use leeching to lessen the complications of surgery.
D. _____ Hippocrates used bloodletting to cleanse the body of impurities.
E. _____ Physicians used a procedure called venesection to treat George Washington.
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 11
KNOWLEDGE DRILL 1-5: INPATIENT/OUTPATIENT FACILITYWrite the correct category (outpatient or inpatient) of healthcare facility in the line provided before the statement description.
1. __________________ Principal source of healthcare services for most people
2. __________________ Highly complex services
3. __________________ Requires that patients stay overnight or longer
4. __________________ Center of the American healthcare system
5. __________________ Same-day surgical procedures
6. __________________ Physician’s office care
KNOWLEDGE DRILL 1-6: MEDICARE/MEDICAID PROGRAMSWrite the correct program name (Medicare or Medicaid) in the line provided before the statement description.
1. __________________ Funds come from federal grants
2. __________________ An entitlement program
3. __________________ Provides medical assistance to the poor
4. __________________ Program administered by the state
5. __________________ Coverage includes choices called Part A and Part B
6. __________________ Financed through social security deductions
KNOWLEDGE DRILL 1-7: PROFESSIONAL ATTITUDEAfter each characteristic listed below, define and describe how this quality contributes to your professional attitude:
1. Self-confidence __________________________________________________________________________________
________________________________________________________________________________________________
________________________________________________________________________________________________
2. Self-motivation __________________________________________________________________________________
________________________________________________________________________________________________
________________________________________________________________________________________________
3. Compassion _____________________________________________________________________________________
________________________________________________________________________________________________
________________________________________________________________________________________________
4. Dependability ___________________________________________________________________________________
________________________________________________________________________________________________
________________________________________________________________________________________________
5. Ethical behavior _________________________________________________________________________________
________________________________________________________________________________________________
________________________________________________________________________________________________
6. Integrity ________________________________________________________________________________________
________________________________________________________________________________________________
________________________________________________________________________________________________
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12 Unit I The Healthcare Setting
SKILLS DRILLSSKILLS DRILL 1-1: REQUISITION ACTIVITYA test requisition contains the following test abbreviations. Write the complete name of the test and the department that will perform the test on the corresponding line next to the abbreviation.
Any Hospital USA1123 West Physician Drive
Any Town USA
Laboratory Test Requisition
PATIENT INFORMATION:
Name: Smith Jane R
Identification Number: 09365784 Birth Date:
Referring Physician: Coleman
Date to be Collected: 08/11/19 Time to be Collected: 0600
Special Instructions: line draw only
TEST(S) REQUIRED:
(last) (first) (MI)
06/21/67
TESTABBREVIATION
1. RBC
2. Hgb
3. FDP
4. BUN
5. PT
6. CBC
7. AST
8. RF
9. UA
10. C&S
TEST NAME DEPARTMENT
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 13
SKILLS DRILL 1-2: WORD BUILDING (See Chapter 4, Medical Terminology)Divide each of the words below into its elements (parts): prefix (P), word root (WR), combining vowel (CV), and suffix (S). Write the word element and its definition on the corresponding lines. Write the general meaning of the word in the space provided. If the word does not have a certain element, write “NA” (not applicable) in its place. (See Chapter 4 of the TEXTBOOK for word element definitions and examples.)
Example: pathology Elements NA / path / o / logy
P WR CV S
Definitions / disease / / study of
Meaning: study of disease
1. nephrology
Elements / / / P WR CV S
Definitions / / /
Meaning:
2. phlebotomy
Elements / / / P WR CV S
Definitions / / /
Meaning:
3. polycythemia
Elements / / / / P WR CV WR S
Definitions / / / /
Meaning:
4. hematology
Elements / / / P WR CV S
Definitions / / /
Meaning:
5. erythrocyte
Elements / / / P WR CV S
Definitions / / /
Meaning:
6. dermatologist
Elements / / / P WR CV S
Definitions / / /
Meaning:
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14 Unit I The Healthcare Setting
SKILLS DRILL 1-3: PROPER TELEPHONE ETIQUETTEFill in the blanks of the following table with the missing information.
Proper Etiquette Communication Tips Rationale
Answer
(1) ______________.
• If the phone is allowed to ring too many
times, the caller may assume that the people
working in the laboratory are inefficient or
(2) ______________.
State your name and
department.
• The caller has the right to know to whom he or
she is speaking.
Be helpful. Ask how you can be of help to the
(3) ______________, and facilitate
the conversation.
Keep your statements and answers
simple and to the point to avoid
confusion.
• When a phone rings, it is because someone
needs something. Because of the nature of
the healthcare business, the caller may be (4)
______________ and may benefit from hearing a
calm, pleasant voice at the other end.
(5) _____________
calls.
Inform a caller if he or she is
interrupting a call from
someone else.
Always ask permission before
putting a caller on hold in case
it is a(n) (8) ______________ that
must be handled immediately.
• It takes a(n) (6) ______________ person to
coordinate several calls. Being able to triage is
an important (7) ______________ that takes a
knowledgeable and experienced person to handle
well.
• The caller needs to know where he or she is
in the queue. Handling an important call or an
emergency (9) ______________ will save the
laboratory from problems in the future.
Transfer and
put callers (10)
____________
properly.
Tell a caller when you are going to
transfer the call or put it on hold,
and learn how to do this properly.
Note: Do not leave the line open,
and do not keep the caller waiting
too long.
• Disconnecting callers while transferring or
putting them on hold (11) ______________ them.
• Leaving the line open, so that other conversations
can be heard by the person on hold is discourteous
and can compromise (12) ______________.
• (13) ______________ back with a caller when on
hold for longer than expected; this keeps him or
her informed of the circumstance.
• If a caller is waiting on hold too long, ask if he or
she would like to leave a(n) (14) ______________.
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 15
Be prepared to
record information.
Have a pencil and paper close to
the phone.
Listen (15) ______________, which
means clarifying,
(17) ______________, and
summarizing the information
received.
• Documentation is necessary when answering the
phone at work to ensure that
(16) ______________ information is transmitted
to the necessary person.
• Reading back the information when complete is
one of best ways to
(18) ______________ it is correct.
Know the
laboratory’s
policies.
Make answers consistent by
learning the laboratory’s policies.
• People who answer the telephone must know the
laboratory (19) ______________ to avoid giving
the wrong information. Misinformation given to
the caller can result in unnecessary worry and
additional expense.
• (20) ______________ answers help establish
the laboratory’s credibility because a caller’s
perception of the laboratory involves more than
just accurate test results.
Defuse
(21) ____________
situations.
When a caller is hostile, you might
say, “I can see why you are upset.
Let me see what I can do.”
• Some callers become angry because of lost
results or errors in billing.
• (22) ______________ a hostile caller’s
(23) ______________ will often defuse the
situation.
• After the caller has calmed down, the issue can
be addressed.
Try to assist
everyone.
If you are uncertain, refer the
caller to someone who can
address the caller’s issue.
Remind yourself to keep your
attention on (25) ______________
______________ at a time.
• It is possible to assist callers and
(24) ______________ ______________ even if you
are not actually answering their questions.
• Validate callers’ requests by giving a response
that tells them something
(26) ______________ ______________ done.
• (27) ______________ interest in the caller will
enhance communication and contribute to the
good (28) ______________ of the laboratory.
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16 Unit I The Healthcare Setting
SKILLS DRILL 1-4: TWO CATEGORIES OF HEALTHCARE FACILITIES
Outpatient Inpatient
• (1) ______________ source of healthcare services
for most people.
• Offers (3) ______________ care in the physician’s
office to (4) ______________ care in a freestanding
ambulatory setting.
• Serves (6) ______________ care physicians who
assume (7) ______________ responsibility for
maintaining patients’ health.
• Serve (8) ______________ care physicians
(specialists) who perform routine surgery,
(12) ______________ treatments, therapeutic
radiology, and so on in same-day service centers.
• The key resource and (2) ______________ of the
American healthcare system.
• Offer specialized instrumentation and technology to
assist in unusual diagnoses and treatments.
• Serves (5) ______________ care (highly complex
services and therapy) practitioners. Usually requires
that patients stay overnight or longer.
• Examples are acute care hospitals, nursing
homes, (9) ______________ care facilities,
(10) ______________, and (11) ______________
centers.
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 17
ACROSS 1. Federal healthcare program for persons 65 years of
age and older 6. Occupational Safety and Health Administration
(abbrev.) 8. Personalized filters or biases 10. Internationally recognized standard formula for PT
results 11. Electroencephalogram (abbrev.) 12. Protected health information (abbrev.) 14. State of being varied or different 17. Cervical smear for cancer cells 18. Complete blood counts (abbrev.) 19. Continuing education unit (abbrev.) 20. Centers for Medicare and Medicaid (abbrev.) 22. Identifying with the feelings of another person 23. Therapeutic _____, nonverbal communication 26. Prepaid managed care group practice 27. Disseminated intravascular coagulation (abbrev.) 29. Intensive care unit (abbrev.) 31. Coagulation test used to detect heparin 34. Hemoglobin (abbrev.) 35. Urinalysis (abbrev.) 36. “Blood ________” to rid body of evil spirits 38. Health maintenance organization (abbrev.) 39. Word meaning “immediate” 41. Emotion brought on by feeling out of control 42. Alanine aminotransferase (abbrev.)
DOWN 1. Hemoglobin concentration in RBCs (abbrev.) 2. Standard or requirement for a technical specialty 3. Registered nurses (abbrev.) 4. Wrongful act committed against one’s person 5. Study of nonverbal communication 7. Condition of decreased RBCs in blood 8. Basic metabolic panel (abbrev.) 9. Standards of right or wrong conduct 13. Federal HC program for the indigent 15. Unquestioning belief in the HCW’s ability 16. ________ stain for bacteria 21. American Hospital Association (abbrev.) 22. Complete removal of all blood 24. Occupation therapy (abbrev.) 25. Organization that offers continuing education 26. Federal law that protects patient confidentiality 28. Personal standard of honesty 30. __________ medicinalis 32. Stool sample may show this stage of a parasite 33. To confirm specific qualifications have been met 36. Laboratory information system (abbrev.) 37. Phlebotomy certifying agency that united with ASCP 38. Hematocrit (abbrev.) 40. Turnaround time (abbrev.)
CROSSWORD1
22
25
26
36
41
37 38
39 40
42
33
34 35
27 28
31 32
23 24
2
18 19
20 21
3 4
65
1098
12
16
13
14
29 30
15
17
7
11
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18 Unit I The Healthcare Setting
1. In the 17th century, the name given to the bloodletting tool or lancet wasa. cup. c. fleam.b. hemostat. d. leech.
2. A factor that contributes to the overall professional impression made by the phlebotomist isa. compassion. c. dependability.b. self-confidence. d. all of the above.
3. After successful completion of the American Medical Technologists phlebotomy examination, the initials for the title granted area. CPT. c. PBT.b. CLT. d. RPT.
4. Understanding the ____________ of a diverse population is important in providing healthcare.a. history c. traditionsb. motivation d. All the above
5. The evidence that an individual has mastered fundamental competencies in his or her technical area is calleda. certification. c. ethics.b. esteem. d. tort.
6. Which was developed by AMA to provide a terminology and coding system for physician billing?a. APC c. DRGb. CPT d. Medicare
7. Which of the following is the responsibility of a phlebotomist?a. Analyze specimensb. Dispatch samplesc. Obtain vital signsd. Transport patients
8. Which of the following is an example of proxemics?a. Eye contactb. Facial expressionsc. Personal hygiened. Zone of comfort
9. Which of the following is improper telephone technique?a. Listening and restating informationb. Putting an irritated caller on holdc. Referring the caller elsewhere if uncertaind. Taking notes as the caller is talking
10. A healthcare facility that provides ambulatory services is a(n)a. acute care hospital.b. assisted living home.c. rehabilitation center.d. urgent care center.
11. The name of a federal entitlement program isa. IDN. c. managed care.b. HIPAA. d. Medicare.
12. The specialty that treats disorders of the brain is calleda. cardiology. c. neurology.b. gerontology. d. pathology.
13. The department in the hospital that treats lung deficiencies isa. clinical laboratory.b. diagnostic imaging.c. electroneurodiagnostics.d. respiratory therapy.
14. The histology department in the laboratory performsa. blood culture testing.b. compatibility testing.c. electrolyte monitoring.d. tissue processing.
15. The abbreviation for a serology test that indicates the presence of hepatitis C is calleda. HBsAg. c. HIV-1ab.b. HCV-ab. d. hs-CRP.
16. Which of the following laboratory professionals is specified by CLIA as responsible for evaluating new procedures?a. Laboratory managerb. Medical laboratory scientistc. Medical laboratory techniciand. Technical supervisor
Chapter Review Questions
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Chapter 1 Phlebotomy: Past and Present and the Healthcare Setting 19
17. An important component in ensuring that the healthcare system is sustainable in the future is thea. administration of drug abuse programs.b. consistent use of primary care physicians.c. elimination of ambulatory services.d. increased use of emergency medicine.
18. Managed care systems’ attempts to control costs includea. allowing patients to choose their own
providers.b. discouraging preventative medicine.c. permitting patient unlimited healthcare service.d. using case managers to monitor patients.
19. The serology department in a clinical laboratory performs tests thata. assess blood clotting problems.b. detect antigens and antibodies.c. identify bacteria in body fluids.d. recognize cancer in tissue cells.
20. Healthcare providers who do not recognize diversity area. increasing innovation and teamwork.b. promoting interpersonal relations.c. risking a civil rights violation.d. supporting greater job satisfaction.
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20 Unit I The Healthcare Setting
CASE STUDY 1-1: MORE EDUCATION FOR THE OJT PHLEBOTOMISTThe phlebotomist, Sam, has been trained on the job (OJT) and since that is how everyone else currently in the physician’s office was trained, he doesn’t see it as a problem. One thing bothers him, however, and it is that no one seems to be able to answer questions that come up daily about the rationale for doing phlebotomy procedures a certain way. The answer is always the same: “I don’t know. It has always been done that way.” When the physician’s office was notified of a pending visit from CLIA inspectors, it was decided that all the phlebotomists should get credentials, if possible, and in that way, every phlebotomist would better understand his or her job responsibilities.
Questions
1. What does “getting credentialed” mean as far as phlebotomists are concerned?
2. How can Sam become officially recognized as a phlebotomist?
3. Where can Sam go to receive a standardized educational curriculum that incorporates classroom instruction and clinical practice in phlebotomy?
4. How can Sam keep current after he becomes credentialed?
CASE STUDY 1-2: NONVERBAL CUES SPEAK LOUDLYThe patient did not understand English, but this was not unusual in the County Hospital. Donna, the phlebotomist, spoke only English and could not tell the patient why she was there or what was going to happen. She had learned that the best way to handle this situation was to continue preparing her equipment, nodding her head often to affirm the patient’s comments but never really looking the patient in the eye. This particular time the patient continued to talk nervously and did not offer his arm. As Donna glanced up to see why he hadn’t, she saw an intense frown on his face and that his eyes were narrowed. His hand was actually clenched, and he was leaning back in his bed as far as he could. Donna
proceeded by grasping his arm and forcefully moving it toward her. She quickly tied the tourniquet, cleaned the area, and prepared to stick the median cubital vein. Just as she got the needle through the skin, the patient yelled and pulled the needle out of his arm.
Questions
1. What did Donna’s nonverbal cues say to the patient?
2. What nonverbal signals was the patient offering to Donna?
3. What should the facial and hand cues from the patient have told Donna?
4. How could this situation have been handled differently?
Case Studies
CASE STUDY 1-3: A PATIENT HEALTHCARE ENCOUNTERA patient went to her primary care doctor’s office in a nearby clinic for an annual complete examination. While there, she mentioned some health problems she had been having. The doctor sent her to a drawing station in the clinic to have some blood test specimens collected. The young man who collected the blood specimens was polite, nicely groomed, and had the letters PBT (ASCP) after his name on his identification badge. She asked him what they meant and he replied that it meant he was nationally certified. Even though she had started out a little nervous about having her blood drawn, she was impressed by the phlebotomist’s professionalism and
that he was nationally certified, even though she was not sure what that meant. They made small talk while he collected the specimens, she barely felt the needle go in, and it was over before she knew it. The next day, the doctor’s nurse called and told her that the doctor was referring her to an endocrinologist.
Questions
1. What do the letters PBT (ASCP) stand for?
2. What does certification mean?
3. How did the phlebotomist play a role in easing the patient’s nervousness about having her blood drawn?
4. What is an endocrinologist’s specialty?
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