Previous edition entitled: Phlebotomy : a customer service approach : a textbook for developing phlebotomy and customer service skills.

Includes bibliographical references and index.

Student success in phlebotomy -- The student's role in the classroom -- The student's role in the clinical environment -- Blood and urine collection -- The circulatory system -- Blood collection equipment -- Collection by routine venipuncture -- Collection by skin puncture -- Special blood collection procedures -- Special considerations -- Urine tests -- Common laboratory tests -- Professional success in phlebotomy -- Communication skills for the phlebotomist -- Conflict management skills -- Becoming a professional -- List of procedures.