Jenny works with several other phlebotomists in a busy outpatient lab. This day has been
particularly hectic, with many patients filling the waiting room. Jenny is working as fast as she
can. Toward the end of the day, after Jenny has finished drawing blood from what seems like the
millionth patient, she mentions to a coworker how extra busy it has been. The coworker says,
“Yes it has, but it looks like there is only one patient left.” Jenny grabs the paperwork and heads
for the door of the waiting room. As her coworker has said, there is only one patient, an elderly
woman, sitting there reading a book. The paperwork is for a patient named Jane Rogers. “You
must be Jane,” she says, glancing at the name on the paperwork. The patient looks up and smiles.
“Have you been waiting long?” Jenny asks. The patient replies, “not really,” and Jenny escorts
her to a drawing chair. The patient is a difficult draw, and Jenny makes two attempts to collect
the specimen. The second one is successful. Jenny places the labels on the tubes, dates and
initials them, bandages the patient, and sends her on her way. About 5 minutes later a somewhat
younger woman appears at the reception window and says, “My name is Jane Rogers. I just
stepped outside to make a phone call and was wondering if you called my name while I was
gone.” The receptionist notices that the patient’s name is checked off the registration log. The
receptionist turns around and asks if anyone had called a patient named Jane Rogers. “I already
drew her,” Jenny says as she walks over to the receptionist window. The woman at the window
is not the one Jenny just drew; however, her information matches information on the requisition
used to draw that patient.
QUESTIONS
- What error did Jenny make in identifying the patient?
- How can the error be corrected?
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