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HPR 112
Ch 3 Review
Question | Answer |
---|---|
A customer may be defined as | any person to whom you provide service |
_______ are the laboratory’s most visible customer-service staff. | Phlebotomists |
Examples of phlebotomist’s external customers include: | Client, Physicians, Office staff, Other health-care facilities, Third-party payers |
Examples of the phlebotomist’s internal customers include: | Nurses, Pathologists, departments within the laboratory, all departments within the hospital that the phlebotomist provides service to. |
A phlebotomist may demonstrate reliability by: | Answering questions knowledgeably, refer questions to the appropriate person, identify the person whom the phlebotomist is collecting specimens from, label specimens properly, handle and transport specimens in the proper manner. |
Collecting urgent, timed, and "as-soon-as-possible specimens within appropriate time frames is an example of what personality trait? | Responsiveness |
Staying up-to-date on new policies and procedures is an example of what personality trait? | Competence |
Answering questions in a knowledgeable manner demonstrates what personality trait? | Reliability |
Keeping your work area clean is an example of what personality trait? | Tangibles |
Being accurate and providing dependable performance demonstrates what personality trait? | Reliability |
____________ is demonstrated by proper appearance of the facility, equipment, and personnel. | Tangibles |
In order to demonstrate __________ one should always tell the truth. | Credibility |
By demonstrating confidence in your skills, you provide the customer with ___________. | Security |
Understanding/knowing your customer is demonstrated when you _______________. | Call the client by name and remember special interests of the client. |
Please and thank you demonstrates ___________. | Courtesy |
Keeping the supervisor informed of problems and potential problems is an example of what? | Communication |
This is demonstrated when you answer the phone by the third ring? | Responsiveness |