PATIENT COMMUNICATION&

PROFESSIONALISM

2

Because blood drawing requires

needles and discomfort, phlebotomists may have to reassure anxious patients.

It is important to clearly explain procedures to patients to help put patients at ease.

Need to be able to clearly explain after care to patients, providing instructions on how to handle puncture sites.

Interpersonal Communication

1. Sincere interest in health care. 2. Accountability for doing things right. 3. Dedication to high standards of performance. 4. Propensity for cleanliness5. Pride, satisfaction, and self-fulfillment in the job.

6. Professional behavior involves doing the right thing when no one is watching.

Character attributes for phlebotomists

include:

Since phlebotomists work primarily with patients, it is essential that they have good people skills.

They should be friendly, have good oral and written communication skills, and they should be able to work in a stressful environment.

Quality of sample directly

impacts quality of laboratory results.

Two components: collection technique and patient (client) interaction

Knock on the patient’s door prior to entering.

Phlebotomist is a critical link in healthcare

Patient’s will make a judgment of the phlebotomist in first 30 seconds .

It is critical to have all supplies available and approach patient with pleasant facial expression, neat appearance, and professional manner.

Blood collection is procedure dreaded most by patients.

Introduce yourself and state your mission, informed consent critical.

Remain calm, compassionate and professional.

Thank patient for cooperation when leaving.

Patient must cooperate for

successful procedure. Phlebotomist must provide basic

information in a way patient will understand.

Teaching Patients

Define “fasting” or “NPO”

if necessary and reasons.

Timed testing must be clearly explained to the patient, e.g., glucose tolerance testing, drug testing.

Teaching Patients

Phlebotomists may need to give instructions for urine collection, 24 hour urine collection, stool or sputum collections.

Best to give oral and written instructions in the patient’s language.

Effective communication is critical involving

communication loop: sender, receiver and filter

Filters are damaging to effective communication.

Medical terminology, must translate, bring conversation down to patient’s level of understanding.

Communication Strategies

Use simple, honest terms, look for facial expression

indicating understanding.

If patient asks, “when will you start?” it indicates understanding.

Never state that “ this won’t hurt.”

Communication Strategies

Lip reading (or speech reading)

Writing notes and fingerspelling Family members and friends Qualified sign language

interpreters

Hearing Disabilities/Impairmen

t

Section 504 of the Rehabilitation Act of 1973, affirms the right of sensory

impaired persons, including hearing impaired persons whose primary or exclusive language is

sign language, to receive health care and related services in inpatient, outpatient, and emergency settings which are equal to, or as

effective as, those provided to persons without disabilities

Use non-verbal cues like sign language.

Find an interpreter

Telephone language lines.

Internet translations sites.

Speak respectfully and articulate clearly.

English As A Second Language

There is enormous diversity in populations of

all cultures. Respect the integrity of cultural beliefs.

Some cultures may respond to treatment if it is emphasized as “important” rather than “helpful.”

Value diversity.

In other words, do not merely tolerate people of differing backgrounds and viewpoints, but consider differences as strengths.

Cultural Diversity

Individuals' explanations for their ill-health and their expectations of health care can affect their acceptance of treatments and on the eventual outcome of health care.

All of us are capable of identifying with our own culture, and forming prejudiced views about other cultures and other belief systems

The skill is in being aware of this possibility and recognizing when it is occurring.

Vocabulary used when communicating

with a teen different than for elderly. Be sensitive to word usage, and use

appropriately Tone of voice and inflection can change

positive statement into a negative one. Be sure pitch or tone matches words

you’re trying to communicate. Sarcasm is easily communicated and

picked up on by tone. Practice using calm, soothing and

confident tone of voice. 

Age

KEY: calm, compassionate, friendly and say it with a smile.

AVOID: degrading, whiney, sarcastic, angry, frustrated, patronizing tones.

Smiling Good grooming Erect posture Face to face Respect zone of

comfort

Positive Body Language

Rolling eyes

Negative body language/distractin

g behaviors

Chewing gum Yawning

Negative body language/distracting behaviors

Throwing things around

Negative body language/distractin

g behaviors

Crossed arms

wrinkled forehead

Be aware and recognize non-verbal

messages when patients use them.

Posture

Phlebotomy is done standing up

Good posture essential to protect back and neck

Stand erect, avoid slouching

Appear relaxed

Appearance, Grooming and

Physical Fitness

Phlebotomists that work in a

laboratory environment have the added task of ensuring that samples are correctly analyzed by enforcing quality control and safety measures to prevent the contamination of samples during analysis.

Personal Hygiene

Bathe Regularly

Use Deodorant

Brush teeth, use mouth spray or breath mints

through out the day

Grooming

Physical appearance Neat, clean hair Clean, well groomed

fingernails/hands Uniform or business

casual clothing Clean, pressed lab coat

Statement on Professional Behavior

Medicine is a profession that requires the mastery of a large body of knowledge and the acquisition of clinical skills, as well as high standards of behavior and appropriate attitudes.

Display attitudes, personal characteristics, and behaviors consistent with accepted standards of professional conduct.

Empathy

Consider the patient's welfare and

be kind.

It means stepping into the patient's place, discovering what the patient is experiencing, and then recognizing and identifying with those feelings.

Treat patients as YOU would want to be treated.

A visit to the doctor is often a time of fear and anxiety.

Apprehension can be RELIEVED tremendously when patients realize that their health care provider understands their feelings and desires to make their lives more pleasant and comfortable.

Integrity:

Display honesty in all situations and interactions

Identify information that is confidential and maintain

its confidentiality

Tolerance:

Ability to accept people and situations

Acknowledge biases and do not allow them to affect patient care or contribute to threatening or harassing interactions with others

Provide support and be empathetic in interactions

with peers, patients, and their families

Interact effectively with "difficult individuals”

Show respect for and complement the roles of other professionals

Be cooperative and earn respect

Initiative

Willingness and ability to work independently - show initiative.

Be observant, notice work that needs to be done, and then take action to complete those tasks without being told.

Employer and coworkers must be able to

count on one another to anticipate patients' needs and be attentive to work that needs to be accomplished.

Be ready to pitch in and recognize when others need assistance.

Dependability:

Complete tasks promptly and well.

Arrive on time.

Follow through and be reliable.

A big part of professionalism is being punctual, well organized, prepared and knowledgeable.

Possess high tolerance, respect, and compassion for others.

A friendly, warm disposition

and a sense of humor will help patients feel more at ease.

A sincere affection for people can be conveyed by actions that facilitate open and honest communication.

Attitude should radiate genuine interest.

Attitude

On occasion, difficult patients can

test the tolerance level of the most experienced medical professional because they seem never to be content with the care or services received.

No matter what the circumstances, patients should never be treated with disinterest or in an unfriendly manner.

Always be pleasant and courteous.

Attitude

Consider the cultural sensitivities of the most

conservative potential patient, and present yourself in a

manner that will earn their respect, make them feel

comfortable, and will ensure their confidence in their

medical treatment.

A willingness to continually learn and grow is the mark of a true professional.

Desire to Learn

With the multitude of new technology in medicine,

there is an ongoing necessity for constant learning.

Must be dedicated to high standards of performance, which can be accomplished by showing a desire to acquire information and by constantly updating knowledge and skills.

Desire to Learn

Keeping abreast of the latest

diseases, treatments, procedures, and techniques can be achieved in a variety of ways, such as college courses, seminars, workshops, reading, and simply by being observant.

The sharper the power of observation, the more you will learn from physician, employer, and coworkers.

Desire to Learn

Principles of right and wrong conduct for the

profession. Doctors have the Hippocratic Oath: Do no harm

intentionally Perform according to sound ability and judgement.

Do what you’re trained to do, no more. Deal with patients assigned, not those you’re

curious about. Keep all patient information confidential.

Professional Ethics

The National Phlebotomy Association has designated

responsibility of the phlebotomist:

Represents the laboratory.

Gain and apply knowledge.

Maintain accuracy, reliability and reproducibility of results.

Respect patients bill of rights.

Perform specified skills as defined by the hospital or laboratory standards.

Communicate with patients and family in a manner that can be understood by them

Speak slowly, clearly, and respectfully

Communicating With The Patient And Their Family:

Patients who have been sedated

or are recovering from anesthesia may have an altered capability for understanding of what is being said in their presence, and may misinterpret what they hear

Exercise caution and good judgement with family, keeping in mind issues of patient confidentiality and the affects of stress on their ability to process information

Communicating With The Patient And Their Family:

Behavior should remain professional in all clinical

settings

avoid loud and boisterous conduct with staff that could be misinterpreted

Be cautious in your presentation and discussion of patients to ensure that your remarks are not heard by the wrong person, or misinterpreted by patients or relatives

Communications With Other Staff:

Appearance is important in patients' perceptions of the delivery of their care.

Imparting the look of a professional requires an appearance that is clean and fresh and wholesome; in general, an appearance that reflects good health habits.

Good personal hygiene practices, weight control, healthy-looking skin, hair, teeth, and nails all contribute to a professional appearance.

Rest, good nutrition, regular exercise, and recreation all promote good health.

Good health habits (nutrition, exercise) improves attitude, appearance and helps reduce stress.

Stress is Prevalent in workplace. Know how to cope with stress, and learn methods to alleviate stress.

Non-physician lab personnel ranked third in terms of workplace stress.

Rapid changes in technology force individuals to adjust to faster paced, pressured life.

Function under stress:

Maintain professional composure and exhibit good personal and clinical judgment in stressful situations

Identify unprofessional conduct while recognizing the importance of maintaining professional behavior in the clinical setting, in spite of inappropriate action on the part of others

Increased blood pressure, heart rate, respiration,

body metabolism and blood flow.

Constant stress can result in chronic high blood pressure, predisposing one to heart attack or stroke.

Effects of Stress:

Guidelines For Low Stress Living:

Make time your ally, not your master Associate as much as possible with gentle people Learn and practice the skill of deep relaxation Use aerobic exercise, meditation or yoga Engage in satisfying, meaningful work Don’t let work dominate you entire life Find some time in every day for complete privacy

Open yourself up to new experiences and self renewing opportunities

Read interesting books and articles

Don’t bite off more than you can chew.

Seek rewarding experiences in all dimensions of your life.

Surround yourself with cues that affirm positive thoughts and positive approaches to life and that remind you to relax and unwind occasionally.

PRESENTED BY:

© Copyright 2011 Phlebotomy Geeks. All rights reserved.