CAP Pro Course - Phlebotomy - Phlebotomy Professionalism and Ethics (2026 & 2027)

Continuing Education Credits

• P.A.C.E.® Contact Hours: 1.5 hour(s)
• Florida Board of Clinical Laboratory Science CE Credit Hours -
  General: 1.5 hour(s)

Objectives

• Describe the characteristics that enhance the professional image of the phlebotomist.
• Define the role of phlebotomists in a patient-centered health care environment.
• Identify the fundamental concepts of verbal, non-verbal, and electronic communication that can impact a patient's rights of privacy, confidentiality, and protected health information.
• Describe the team approach to problem-solving in health care and characterize the elements of productive teamwork in ethical decision making.
• Define conflict resolution and suggest appropriate skills or means for effective solutions in the phlebotomy environment.

Course Outline

• Describe the characteristics that enhance the professional image of the phlebotomist.
• Professionalism and Patient-Centered Phlebotomy
• Professional Image: Appearance
• Professional Image: Personal Habits
• Professional Image: Behavior
• Professionalism: Career Development
• Professionalism: Credentials
• Professionalism: Representing the Profession and the Employer
• Tom, a phlebotomist at the local hospital, just realized that a close friend has posted multiple photographs on social media from a party they attende...
• The phlebotomist is usually the only contact that the patient has with the laboratory. Based on this interaction, the patient often makes a positive o...
• Several phlebotomists from the laboratory are taking a break in the hospital cafeteria. Other health care workers, visitors, and patients are seated i...
• An older patient on the medical/surgical floor is scheduled for a blood draw. The phlebotomist knocks on the door, enters the room, introduces himself...
• A patient has an order for a blood test that needs to be collected at a specific time. When you arrive to collect the specimen at the specified time, ...
• A patient arrives at the blood draw area and immediately starts complaining loudly about the long wait and the incompetence of the staff. You have bee...
• Define the role of phlebotomists in a patient-centered health care environment.
• Patient-Centered Health Care
• Patient Care Partnership and Consent to Treatment
• A patient comes to the outpatient clinic for phlebotomy. The patient is agitated and obviously nervous about having blood collected. The phlebotomist ...
• A phlebotomist has orders to collect a specimen by venipuncture from a 5-year-old patient. After adequately verifying the child's identity, the phlebo...
• Which of the following scenarios represents a situation where failure to act responsibly led to a negative patient outcome, eg, patient was unnecessar...
• Identify the fundamental concepts of verbal, non-verbal, and electronic communication that can impact a patient's rights of privacy, confidentiality, and protected health information (PHI).
• The Need for Effective Communication
• Verbal and Non-Verbal Communication
• Barriers to Communication
• The Effect of Cultural Differences on Communication
• Strategies for Managing Patients with Difficult Behaviors
• The Advantages of Electronic Health Records
• Electronic Communication
• Using Electronic Communication Effectively
• A male phlebotomist enters a patient room to perform venipuncture on a 40-year-old Muslim woman. He greets the bed-ridden woman who has pulled the she...
• Christopher is a phlebotomist at the local medical center. He is contacted by his cousin about a neighbor who has been admitted to this institution. H...
• Which of the following situations denotes positive non-verbal communication or positive body language?
• Many communication barriers may exist, negatively impacting a patient's health care experience. Which example describes a way to remove an obstacle an...
• The phlebotomists are busy in the outpatient laboratory today. Two of four phlebotomists have called out for personal reasons. The waiting room is cro...
• Describe the team approach to problem-solving in health care and characterize the elements of productive teamwork in ethical decision making.
• Teamwork in Health Care Problem-Solving
• Types of Health Care Teams
• Expectations for Productive Team Members
• Professional Code of Ethics
• Critical Thinking and Ethical Decision Making
• A team is needed to address a problem that has come to the attention of the administration. The issue: Outpatients have long early morning wait times ...
• Members of the phlebotomy staff have been told that to complete their yearly competency assessment, they will check each other off on venipuncture pro...
• Which of the following is not a typical team member responsibility?
• Gina is on a work project team that needs to find a solution to a problem that requires input from not only the phlebotomy department but other depart...
• Ethics is a set of principles of right conduct, viewed as the acceptable norms that guide the behavior and conduct of a person within his or her profe...
• Which of the following traits would be helpful to a team member when working with others to problem-solve and meet a common goal?
• Robert arrives at the outpatient clinic blood draw area where he works as a phlebotomist and finds out that it is short-staffed today. He has several ...
• A phlebotomist has been asked to work one day at a satellite clinic because three of the five phlebotomists who are normally there during the day are ...
• Define conflict resolution and suggest appropriate skills or means for effective solutions in the phlebotomy environment.
• Conflict Resolution in Health Care
• Examples of Conflict in the Workplace
• DESC for Resolving Conflicts
• Karen, a long-time phlebotomist at a local medical center, has heard from a couple of work friends that a co-worker has been gossiping about her. Kare...
• A team of health care workers drawn from several departments has been formed to address a mutual conflict in the workplace. Which of the following ste...
• The intensive care unit (ICU) personnel and associated physicians want the phlebotomy team to commence morning collections earlier each day. The physi...
• References
• References

Additional Information