A phlebotomist must collect a blood specimen from an elderly patient who has hearing loss and for whom English is not a

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A phlebotomist must collect a blood specimen from an elderly
patient who has hearing loss and for whom English is not a first
language. The patient looks angry when attempts are made to
communicate with her. The Phlebotomist decides to proceed with the
draw even though the patient hasn't been able to answer the
phlebotomist's questions, further angering the patient. In the end
no samples are able to be drawn because the patient becomes too
upset to proceed.
-In your own words describe the problem, and why it is a
problem.
-Describe two things the phlebotomist could have done
differently, which may have prevented the issue from occurring.
-What communication barriers are involved in the interaction
with this patient?
-What is the best approach to use with this patient?
-How is it possible to tell if the message is getting through to
her?