| accreditation | The process by which a governmental agency evaluates a program or institution according to established guidelines or standards.
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| accuracy | Achieving complete correctness or acceptable measures as close as possible to the true value.
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| American Certification Agency (ACA) | National certification agency for health care professionals including phlebotomists and phlebotomy instructors.
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| American Medical Technologist (AMT) | Organization that provides certification to phlebotomy personnel and approves phlebotomy programs.
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| American Society of Clinical Pathologists (ASCP) | Agency responsible for providing clinical laboratory personnel certification, including phlebotomists.
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| American Society of Phlebotomy Technicians (ASPT) | Professional organization for phlebotomists that also provides certification.
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| calibration | Comparison of a known constant to the test equipment reading or measurement.
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| certification | Process whereby individuals or institutions demonstrate their ability to perform at or above a predetermined level of standard.
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| control substance | A substance or device used when doing equipment system checks.
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| liability | Legal obligation to compensate another for loss or damages.
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| litigation | Legal action or lawsuit.
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| malpractice | Implies bad or dishonorable behavior.
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| Material Safety Data Sheets (MSDS) | Documentation of specific chemical ingredients found in hazardous substances, and emergency instructions to follow if abnormal contact occurs.
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| National Accrediting Agency for Clinical Laboratory Sciences (NAACLS) | Organization that provides accreditation to phlebotomy training programs and offers certification for structured educational programs.
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| National Center for Competency Testing (NCCT) | Independent third-party organization that provides certification testing for phlebotomy technicians.
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| National Credentialing Agency for Medical Laboratory Personnel (NCA) | One of the agencies responsible for laboratory personnel certification.
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| National Healthcareer Association (NHA) | Agency that provides certification and continuing education to health care professionals, including certified phlebotomy technicians.
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| outcome | Results of a test or procedure.
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| performance improvement | Effort of all team members to improve the complete quality of the entire health care facility, not just of services requiring clinical skills; involves employees learning from their mistakes and from input of co-workers.
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| process | Actual procedure or duty that is to be done to the patient.
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| quality assurance (QA) | A program consisting of established policies and procedures that govern all activities of individual health care facilities.
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| quality control (QC) | A component of quality assurance that examines each procedural step for accuracy.
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| quantity not sufficient (QNS) | Specimen amount is too small to perform the ordered test.
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| reliable | Believable and dependable.
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| risk management | A department in health care facilities that generates policies and procedures to protect patients, employees, and the employer from loss or injury.
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| total quality management (TQM) | An institution-wide concept that involves all members of the health care team in creating quality processes to improve customer satisfaction.
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