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CHAPTER 13 Becoming a Professional

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as you are part of the institution do not condemn it. If you do that,

you are loosening the tendrils that are holding you to the institution,

and at the  rst high wind that comes along, you will be uprooted and

blown away, and probably will never know the reason why.”

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Reliability

Reliability means consistently doing what is expected of you. You may

demonstrate your reliability in several ways:

Maintain an acceptable attendance record. Make every effort to • arrive at work on time, as scheduled. Do not call in sick when you are not ill. Plan vacation days ahead of time and give the dates to your supervisor well in advance.

Complete assigned duties on time and in a high-quality manner.

•

If unable to complete an assignment, notify the supervisor and ask for suggestions on how to proceed.

Keep your word. If you have offered to help with a project, follow • through.

Teamwork

Every duty that a phlebotomist performs involves teamwork. The team may consist of fellow phlebotomists, laboratory staff, or the entire health care organization. Here are some ways to play your part as an effective team member:

•

Offer to help others when the workload allows. Offer positive criticism to a new coworker by suggesting how to •

perform tasks more ef Do not take pleasure in 

•

quality of your coworkers’ work also re

ciently or accurately.

nding mistakes made by others. The

ects on you. You succeed

when your coworkers succeed. W

•

ork to achieve the goals of the department and the organization.

Be Open to Change

Perhaps one of the most important qualities needed to work in the medical  eld is an openness to change. You can demonstrate that you are open to change in the following ways:

•

exible in scheduling. Your supervisor may need to try different

Be  and creative scheduling ideas to make the department as productive as possible. Your willingness to be 

exible may prevent a reduction in staff.

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PART 3 Professional Success in Phlebotomy

Be willing to be trained in new duties. Having multiple skills may • be necessary in health care’s current environment.

Stay informed, and offer suggestions for improvement.• Be willing to assist where needed. Ask for training if you feel •

inadequate in performing a duty.

Take Pride in Your Work

Employees who take pride in their work perform every duty to the best of their ability. You can perform at your very best in these ways:

Take good care of yourself physically, mentally, and emotionally. • Get enough sleep and exercise. Eat proper meals. If you are having personal problems, seek counseling or advice from a source that can help you. An unhappy employee is not a productive employee.

•

Do not take shortcuts in performing your duties. Take time to do things right the  rst time.

Look for ways to improve. Do not stagnate. Read about your pro-

•

fession. Attend in-service workshops. Set new goals when old goals are achieved.

Know Your Employer’s Personnel Policies

It is important to know your employer’s personnel policies so that you may act and perform in a manner acceptable to your institution. It is also important to know the policies so that you may understand your rights and protections.

Equal Employment Opportunity

The employer must comply with federal, state, and local laws governing Equal Employment Opportunity (EEO). The employer must provide equal opportunity to all employees and applicants so that no person shall incur unlawful discrimination in employment because of race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, and veteran status in matters of employment. It is strictly prohibited to discriminate unlawfully against any employee or applicant.

It is the responsibility of all members of management to follow this

principle, and to ensure that employees under their supervision are familiar with and follow this principle. As an employee, the phlebotomist is responsible for becoming familiar with the EEO principles and supporting them. You are to report alleged violations to your supervisor or

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to a human resources representative. You will be provided con dentiality and will be protected from retaliation to the extent practicable.

Drug-Free Workplace

Most employers are dedicated to ensuring quality patient services. Employees are expected to perform their responsibilities unencumbered by the presence of drugs, narcotics, controlled substances, or alcohol. Prescribed drugs are acceptable when used in a manner intended unless job performance is affected. Employers may conduct drug and alcohol screening when management determines that reasonable suspicion exists to suggest that an employee is impaired, or is using or possessing a controlled substance or alcohol on the job. The screening process is conducted according to speci c protocols at each institution. Employees found to be in violation of the drug-free policy are subject to discipline, including termination. Perhaps they may be required to complete a substance abuse rehabilitation program as a condition of continued employment.

Sexual Harassment

Sexual harassment is prohibited in any form, including verbal, physical, or visual harassment. Sexual harassment includes unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a gender-discriminatory nature in the following circumstances:

•

Acceptance of the conduct is made either a term or condition of employment.

Acceptance or rejection of the conduct is used as the basis for em-

•

ployment decisions affecting the employee. The conduct is intended for or has the effect of interfering with an

•

individual’s work performance or creates an intimidating, hostile, or offensive work environment.

A phlebotomist who feels he or she has been sexually harassed should

contact a manager or human resources representative. The phlebotomist will be provided con the extent practicable. A report and investigation will follow with appropriate action taken.

dentiality and will be protected from retaliation to

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Violence-Free Workplace

Your employer is committed to maintaining a safe environment for patients, employees, physicians, visitors, and the public. Acts such as intimidation, threatening or hostile physical or verbal behaviors, stalking,

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PART 3 Professional Success in Phlebotomy

physical or verbal abuse, assault, vandalism, arson, sabotage, possession or use of weapons, and jokes or offensive comments regarding violence will not be allowed. If the phlebotomist has felt subjected to or has observed any of these behaviors, it should be reported immediately to the manager, security department, or human resources representative.

Phlebotomists may also contact the local law enforcement authorities

 rst if it is felt the situation is immediately dangerous to their own safety or that of others. The matter will be documented and investigated, and appropriate action will be taken.

Worker’s Compensation

A phlebotomist who sustains a work-related injury or illness should notify the manager immediately. The employee is required by law to complete the Employee Incident Report within four working days of the incident. Failure to do so may result in a forfeit of compensation. The employer will designate care providers who will treat all work-related injuries and illnesses. Suspected exposures to communicable diseases should be reported immediately to the supervisor. Exposure to body fluids must be reported immediately to the supervisor. Lost work time will be paid compensation.

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

SUMMARY

Your success as a phlebotomist will depend on your own willingness to succeed in your job. You must be alert to growth opportunities, be properly prepared to take them, and accept them with enthusiasm.

REVIEW ACTIVITIES

1. A customer may be de ned as .

2.

service staff.

3. Examples of the phlebotomist’s external customers include:

a. b. c. d. e.

are the laboratory’s most visible customer

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4. Examples of the phlebotomist’s internal customers include:

a. b. c. d.

5. A phlebotomist may demonstrate reliability by:

a. b. c.

6. Responsiveness may be demonstrated by:

a. b. c. d. e.

7. Competence may be demonstrated or enhanced by:

a. b. c. d. e.

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8. Some ways in which courtesy may be expressed to the customer are:

a. b. c. d. e. f.

9. A phlebotomist may demonstrate good communication skills by:

a. b.

10. Demonstrating credibility means:

a. b.

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PART 3 Professional Success in Phlebotomy

11. Making the patient feel comfortable is an example of providing

12. Calling patients by name and remembering their special inter-

ests is how

may be expressed to

the patient.

13. Name  ve qualities that an employer desires in an employee.

a. b. c. d. e.

14. Loyalty may be demonstrated by:

a. b. c.

15. Reliability may be demonstrated by:

a. b. c.

.

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

16. A speci c example of working as part of a team would be

.

17. Phlebotomists may demonstrate pride in their work by:

a. b. c. d.

18. A willingness to accept necessary change may be demonstrated by:

a. b. c. d.

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DISCUSSION QUESTIONS

1. You have a coworker who is constantly telling “dumb blonde”

jokes, and calls the women staff “honey,” “babe,” and “sweetie.” Your coworkers do not seem to mind, and laugh at his jokes. You, however,  nd his comments offensive. You do not want to alienate the group, and are afraid of telling him that you are offended. What should you do?

2. You  nd yourself being very short-tempered with a coworker

over her unwillingness to repay a small loan of money. Y your supervisor to talk to her, but the supervisor says it is not a work-related matter. You decide to pressure her into repaying the loan by telling all of your coworkers that she is a cheap jerk. You keep patient information from her that is needed to draw blood samples. What are the issues with this situation? How should it be handled?

3. You stick yourself with a contaminated needle. You do not want

to report it because it is your third accidental stick. The department states that you must be drug-tested for your third incident. You are fearful of losing your job if you report the accident. What should you do? Why?

219

ou ask

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4. A patient arrives in the outpatient lab stating that she needs to

have a blood test. She has not registered as a patient, she has no physician orders with her, and she is on her lunch break and must be back at work within an hour. She also says she had blood drawn a week earlier and complains that the phlebotomist “stuck her four times before getting a blood sample.” What would you do?

5. An inpatient is upset when you arrive in his room to obtain a

blood sample. He states that he has had his “call light” on for over 45 minutes. He needs assistance to get to the restroom. What would you do?

Appendix

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Student Name:

Procedure Needs Improvement Approved Reviewed by Date

Greet patient Identify patient Explain procedure Select venipuncture site Assemble equipment Put on gloves Tie tourniquet Prep puncture site Inspect needle for  aws Anchor vein Stretch skin taut Bevel up Needle properly anchored Puncture vein smoothly Collection tube inserted into holder Tube top punctured Specimens collected in proper order Tubes removed from holder. Invert tubes 4–5 times. Tourniquet released Bluntable needle activated Needle withdrawn from vein properly Pressure applied to venipuncture site with gauze Dispose of needle Bandage applied if appropriate Tubes labeled with required information Tubes bagged for transport Remove gloves Wash hands Thank patient Leave room environment as found Transport specimens to laboratory

220

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

References

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

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Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).

Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

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