PROFESSIONAL
AND
PERSONAL
CHARACTERISTICS
FOR
PHLEBOTOMISTS
1. DEPENDABLE, COOPERATIVE,
COMMITTED
Laboratory testing begins with sample collection and relies on the phlebotomist to report
to work whenever scheduled and on time. Phlebotomy schedules are designed to
accommodate the expected volume of work.
Failure to appear or arriving late puts additional pressure on the staff members
present.
Working in health care is not always routine. Emergencies and other disruptions occur. Be
willing to demonstrate your commitment to your job and your cooperation to assist fellow
employees. A committed phlebotomist attends staff meetings, reads pertinent memoranda,
and observes notices placed on bulletin
Boards or in newsletters.
2. COMPASSIONATE, COURTEOUS,
RESPECTFUL
Phlebotomists deal with sick, anxious, and frightened patients every day. They must be sensitive to
their needs, understand a patient’s concern about a possible diagnosis or just the fear of a needle, and
take the time to reassure each patient.
A smile and a cheerful tone of voice are simple techniques that can put a patient more at ease.
Courteous phlebotomists introduce themselves to the patients before they approach them. This
also aids in identifying the patient as you can then ask them to state their name in the same
conversation.
Phlebotomists must also understand and respect the cultural diversity of their patients. Cultural
diversity includes not only language but also religious beliefs, customs, and values. Do not expect every
patient to respond to you in the same way and do not force your mannerisms and approach on them.
3. HONESTY, INTEGRITY,
COMPETENCE
The phlebotomist should never hesitate to admit a mistake, because a
misidentified patient or mislabeled sample can be critical
to patient safety.
Patient confidentiality must be protected, and patient information is never
discussed with anyone who does not have a professional need to know it.
Phlebotomists must demonstrate competence in the procedures they are
trained to perform.
4. ORGANIZED, RESPONSIBLE,
FLEXIBLE
Always maintain an organized and well-stocked collection tray or station. Not
only do phlebotomists need to organize their collection equipment, they must also
organize and prioritize their work.
Phlebotomists on the morning shift receive many collection requisitions when they
arrive at work. These collections must be made before the patients can receive breakfast.
5. APPEARANCE
Each organization specifies the dress code that it considers most
appropriate, but common to all institutions is a neat and clean
appearance that portrays a professional attitude to the patient.
Appearance of the phlebotomist is the first thing noticed by a
patient.
GENERAL APPEARANCE
GUIDELINES
1. Clothing and lab coats must be clean and unwrinkled. Clothing worn under the laboratory coat
should be conservative and meet institutional requirements. Lab coats must be completely
buttoned and completely cover clothing.
2. Shoes must be clean, polished, closed toed, and skid-proof.
3. If jewelry is worn, it must be conservative. Dangling jewelry including earrings can be
grabbed by a patient or become tangled in bedside equipment. Many institutions do not permit
facial piercings and tattoos; if present, they must be completely covered. Makeup must also be
conservatively applied.
4. Perfume and cologne are usually not recommended or must be kept to a minimum.
*Many persons are allergic to certain fragrances. Remember the phlebotomist works in close
contact with the patient and the smell of perfume can be particularly disturbing to a sick person.
5. Hair including facial hair must be clean, neat, and trimmed. Long hair must be
neatly pulled back. Like jewelry, long hair can become tangled in equipment or pulled
by the patient. Long hair hanging near an infectious patient can transport the infection
to your next patient.
6. Personal hygiene is extremely important because of close patient contact, and
careful attention should be paid to bathing and the use of deodorants and mouthwashes.
7. Fingernails must be clean and short. Based on the Centers for Disease Control and
Prevention (CDC) Handwashing Guidelines, artificial nail extenders are not allowed.
COMMUNICATION
SKILLS
- Good communication skills are needed for the phlebotomist to
function as the liaison between the laboratory and the patients, their
family and visitors, and other health-care personnel
BARRIER METHODS TO OVERCOME
a. Verbal
HEARING IMPAIRMENT Speak loudly and clearly
Look directly at patient to
Skills Facilitate lip-reading
Communicate in writing
→ Verbal skills enable
PATIENT EMOTIONS Speak calmly and slowly
phlebotomists to:
Do not appear rushed or
1. introduce themselves
disinterested
2. explain the procedure
3. reassure the patient AGE Avoid medical jargon, you are
4. help assure the patient that the AND collecting a blood sample
procedure EDUCATION LEVELS
rather than performing a
phlebotomy use age-
is being competently performed appropriate phrases
b. Listening
Skills
Listening skills are a key component of communication.
Active listening involves:
Looking directly and attentively at the patient
Encouraging the patient to express feelings, anxieties, and concerns
Allowing the patient time to describe why he or she is concerned
Providing feedback to the patient through appropriate responses
Encouraging patient communication by asking questions
c. Nonverbal
Skills
Nonverbal skills (body language) include facial expressions, posture, and
eye contact.
If you walk briskly into the room, smile, and look directly at the patient
while talking.
Allowing patients to maintain their zone of comfort (space) is important
in phlebotomy even though you must be close to them to collect the
sample.
OTHER IMPORTANT
MATTERS TO BE
CONSIDERED:
CULTURAL DIVERSITY
General Cultural Diversity Guidelines for Phlebotomists developed by Joint Commission (JC)
1. Approach all patients with a smile and use a friendly tone of voice.
2. Be alert to patient reactions to your approach and direct your actions to accommodate them.
Do not force your style on them.
3. Do not stereotype a particular culture; not all people of same ethnic culture react in the same manner.
4. Remember the amount of personal space varies not only among people but also among cultures.
Certain cultures are not as welcoming to touching as we might expect them to be. Other cultures may
reach for you while you are talking.
5. Plan to spend additional time explaining procedures and patient instructions. Be sure instructions are
understood by asking the patient to repeat the instructions to you. In some cultures nodding is considered
a sign of politeness and not understanding.
6. Above all, show respect for their diversity.
TELEPHONE SKILLS
The phlebotomy department frequently To observe the rules of proper telephone
acts as a type of switchboard for the rest of etiquette:
the laboratory because of its location in the 1. Answer the phone promptly and politely, stating
central processing area. This is a prime the name of the department and your name.
example of the phlebotomist’s role as a 2. Always check for an emergency before putting
liaison for the laboratory, and poor someone on hold, and return to calls that are on
telephone skills affect the image of the hold as soon as possible. This may require
laboratory. returning the current call after you have collected
the required information.
Phlebotomists should have a thorough
understanding of the telephone system 3. Keep writing materials beside the phone to
record information such as the location of
regarding transferring calls, placing calls on
emergency blood collections, requests for test
hold, and paging personnel.
results, and numbers for returning calls.
4. Make every attempt to help callers, and if you cannot help them, transfer them to another person or
department that can. Give callers the number to which you are transferring them in case the call is
dropped during the transfer.
5. Provide accurate and consistent information by keeping current with laboratory policies, looking up
information published in department manuals, or asking a supervisor.
6. Speak clearly and make sure you understand what the caller is asking and that he or she understands
the information you are providing. This is done by repeating what the caller has asked and asking the
caller to repeat the information you have given.
7. Goal 2 of the National Patient Safety Goals is to improve effectiveness of communication among
caregivers. The goal states that for verbal or telephone orders or telephone reporting of critical test results,
the individual giving the order or test result verifies the complete order or test result by having the person
receiving the information record and read back the complete order or test result.
Thanks !
MEMBERS:
Diana Manayan
Marian Nathalie Quilates
Kryzllie Shane T. Quilang
Fatima M. Orlanda
Ivy Ann Nicole S. Leaño
Jerome P. Ifurung
Joycel Balabbo Jara
Monalizza Quitola
Allona Joy Tamayao Icari
Jasmine Lintao
