Question: CASE STUDY 1-2: NONVERBAL CUES SPEAK LOUDLY The Patient Did Not Understand English, But This Was Not Unusual In The County Hospital. Donna, The Phlebotomist, Spoke Only English And Could Not Tell The Patient Why She Was There Or What Was Going To Happen. She Had Learned That The Best Way To Handle This Situation Was To Continue Preparing Her Equipment, …
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CASE STUDY 1-2: NONVERBAL CUES SPEAK LOUDLY The patient did not understand English, but this was not unusual in the County Hospital. Donna, the phlebotomist, spoke only English and could not tell the patient why she was there or what was going to happen. She had learned that the best way to handle this situation was to continue preparing her equipment, nodding her head often to affirm the patient’s comments but never really looking the patient in the eye. This particular time the patient continued to talk nervously and did not offer his arm. As Donna glanced up to see why he hadn’t, she saw an intense frown on his face and that his eyes were narrowed. His hand was actually clenched, and he was leaning back in his bed as far as he could. Donna proceeded by grasping his arm and forcefully moving it toward her. She quickly tied the tourniquet, cleaned the area, and prepared to stick the median cubital vein. Just as she got the needle through the skin, the patient yelled and pulled the needle out of his arm. Questions 1. What did Donna’s nonverbal cues say to the patient? 2. What nonverbal signals was the patient offering to Donna? 3. What should the facial and hand cues from the patient have told Donna? How could this situation have been handled differently?
