Phlebotomy and Health Care Communication Fundamentals

A collection of vocabulary flashcards covering phlebotomy communication, legal standards, and patient interaction protocols based on lecture notes.

Sender (Encoder)

The individual who initiates the communication process by creating a message.

Receiver (Decoder)

The individual who receives and interprets the message in the communication loop.

Face-to-face communication

The most effective form of communication according to the lecture notes.

Environmental noise

A factor that interferes with hearing and effective communication.

Read Back

A procedure used in health care settings when taking a verbal order to check for accuracy by repeating the order back as written.

Health Literacy

The written, spoken, and conceptual knowledge of health issues; nearly half of all adults not working in healthcare have trouble understanding doctor's instructions.

Active Listening

The process of using verbal and non-verbal information to assess a situation.

Pace

The rate of speed and urgency of the voice.

Tone

The pitch of the voice, ranging from high soprano to low baritone.

Volume

The loudness of the voice, ranging from a whisper to a shout.

Intimate space

A zone of comfort ranging from direct contact up to $18$ inches, used for close relationships and personal care tasks like blood draws.

Personal space

A zone of comfort ranging from $18$ inches to $4$ feet, common for friends and many patient encounters.

Social space

A zone of comfort ranging from $4$ to $12$ feet, typical for most daily interactions.

Public space

A zone of comfort extending $12$ feet or more, typical for concerts or speeches.

Delta Checks

Quality control (QC) tools that allow for the detection of significant changes in laboratory results.

STAT

A term for emergency situations that require speed and accuracy without delay.

Ethics

The moral standards of behavior expected of a person, focusing on right and wrong.

Bioethics

Moral issues or problems resulting from modern medical advances, often referring to "life and death" issues.

Joint Commission

An independent, non-governmental accrediting agency that regulates health care organizations to promote quality care.

Negligence

The failure to act or perform duties according to the standard of care for Phlebotomy.

Assault and Battery

Unjustifiable or intentional touch, threat, or physical harm without permission.

Malpractice

Improper or unskillful care of a patient by a health care team member or professional misconduct.

Torts

Private actions between individuals based on civil wrongs committed against a person or property.

Standard of Care

The actions a reasonably prudent person would perform under a similar circumstance.

HIPAA

Legal requirements for the protection, security, and appropriate sharing of a patient's personal health information.

Protected Health Information (PHI)

All patient medical information, including diagnosis, treatment, and payment records.

Informed Consent

Voluntary permission given by a patient that requires a signature of approval.

Implied Consent

Consent indicated by the patient's nonverbal behavior or when immediate action is required to save a life.

CLIA (Clinical Laboratory Improvement Amendments)

A federal law enforced by the Centers for Medicare and Medicaid Services that regulates the quality and accuracy of laboratory testing.