Phlebotomy A Customer Service Approach

Name: Phlebotomy A Customer Service Approach
Price: 10.95 USD
Availability: InStock
ISBN: 9780766825185

ISBN-10: 0766825183

ISBN-13: 9780766825185

Edition: 2nd 2002 (Revised)

Authors: Bonnie Karen Davis

List price: $147.95

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A comprehensive phlebotomy text that is designed for both beginning and continuing students. Emphasizes the importance of customer service skills and appropriate work ethics in addition to excellent technical skills. Straightforward format provides a thorough look at the profession and its techniques. Includes the most current safety requirements.

Book details

List price: $147.95
Edition: 2nd
Copyright year: 2002
Publisher: Delmar Cengage Learning
Publication date: 11/27/2001
Binding: Paperback
Pages: 208
Size: 7.25" wide x 9.00" long x 0.25" tall
Weight: 0.682
Language: English

Bonnie K. Davis; MA; MPA has taught the Phlebotomy Certificate Program as Medical Office Technology Faculty at Pikes Peak Community College since 1997. She is retired from Penrose-St. Francis Health Services; where she was Laboratory Support Manager for 26 years.



List of Procedures


Preface



Introduction to the Profession of Phlebotomy



The Phlebotomist's Role


Phlebotomy in the Past


Professionalism


Ethics


Values


Customer Rights


Legal Issues


Risk Management/Quality Assurance


Certification



Safety in the Workplace


OSHA


Biological Hazards


Latex Allergies


Chemical Safety


Electrical Safety


Radiation Safety



Customer Service and the Phlebotomist


Health Care Customers


Customer Satisfaction


Personality Traits That Enhance Customer Service



Blood Collection Skills and Procedures



Venipuncture Introduction: The Circulatory System


The Heart


Blood Vessels


Blood



Blood Collection Equipment


Venipuncture Equipment


Capillary Puncture Equipment



Collection by Routine Venipuncture


Organization of Work Load


Interacting with the Customer


Preparing for the Venipuncture


Performing the Venipuncture



Collection by Skin Puncture


Choosing the Skin Puncture


Composition of Skin Puncture Blood


Site Selection


Preparing the Site


Collection Devices


Performing a Fingerstick


Performing a Heelstick



Special Procedures


Pediatric Blood Collection


Elderly Blood Collection


Blood Cultures


Special Situations


Customer-Focused Care and Point-of-Care Testing



Common Laboratory Tests


40 Common Tests



Customer Service Skills



Communication Skills for the Phlebotomist


The Speaker


The Listener


Telephone Techniques



Conflict Management Skills


Conflict Styles


Conflict Management


Problem Solving



Becoming an Employee


Loyalty


Reliability


Teamwork


Be Open to Change


Take Pride in Your Work


Know Your Employer's Personnel Policies


References


Glossary


Appendices



Phlebotomy Proficiency Checklist



Review Activities Answers