Lived Experiences Of Phlebotomists In A Level III Hospital In Bacolod City, Negros Occidental: A Basis For A Quality Improvement Plan

This qualitative study explored the lived experiences of frontline phlebotomists at a Level III hospital in Bacolod City, Negros Occidental, to gain a deeper understanding of the complex factors influencing pre-analytical laboratory errors. Using a phenomenological approach grounded in semi-structured interviews and inductive thematic analysis, the study focused on dedicated phlebotomists managing high daily patient volumes. Findings revealed that pre-analytical vulnerabilities—such as the normalization of unsafe supply rationing and dangerous near-misses in patient identification—are predictable responses to profound systemic failures rather than individual clinical negligence. Root causes include severe cognitive overload from unsustainable staff-to-patient ratios, constricted workspaces, and disjointed interdepartmental communication. While limited to a single government-funded apex hospital and reliant on self-reported narratives, the practical implications demonstrate that sustainable quality improvement requires healthcare leadership to shift away from punitive cultures. Administrators must decisively champion systems-level interventions like dynamic staffing reallocation, workspace optimization, and formalized clinical certifications to protect diagnostic integrity and occupational welfare. Ultimately, this paper humanizes laboratory error statistics, amplifies the voice of frontline workers in resource-constrained settings, and provides an evidence-based Quality Improvement Plan.