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THE COMPLETE TEXTBOOK OF PHLEBOTOMY, 3RD EDITION
STUDY GUIDE CHAPTER 11
STUDENT NAME:_________________________
Customer Service
1. What are three customer expectations for quality service?
a.
b.
c.
Communication
2. Communication is the sending and receiving of messages. Communication starts with
a __________________, which is then accepted by ___________________.
3. People speak at the rate of __________________________words per minute.
4. People can listen at the rate of __________________________words per minute. This
results in extra time during which the receiver can be distracted.
5. What are the three frames of reference that create a common understanding?
a.
b.
c.
Dos and Don’ts of Communication
6. Write a different, more customer-friendly response to the following statements:
I don’t know.
That’s not my job.
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I’m too busy to help you.
Can’t you see that I’m busy?
Would you settle down?
Stress
7. What are the two types of stress? List them and give an example of each.
a.
b.
STUDY GUIDE CHAPTER 12
1. Provide an explanation of the laws regulating compliance.
Anti-kickback Law
Stark Law
False Claims Act
Civil Monetary Penalties Law
2. What are the seven elements that should be included in a laboratory compliance plan?
a.
b.
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c.
d.
e.
f.
g.
3. If a laboratory places equipment and supplies in a physician’s office, what are some of
the limitations that must be placed on the use of the equipment and supplies?
4. If a phlebotomist is working in a physician’s office, what can the phlebotomist NOT
do for the physician?
a.
b.
c.
d.
e.
5. What would a patient need to do to get his or her own results?
a.
b.
6. What was the original purpose to HIPAA? What does HIPPA stand for?
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