For nearly four decades, one phlebotomist has redefined what it means to work in diagnostic medicine, turning a universally anxiety-inducing medical procedure into an experience rooted in compassion and exacting care. Carline Baghaloo’s 36-year career at Jamaica’s Caledonia Medical Laboratory (Biomedical) stands as a powerful reminder that even in an increasingly technical healthcare landscape, the human touch remains the most essential tool in patient care.
When Baghaloo introduces her profession to new acquaintances, the reaction is almost always the same: a confused pause at the word “phlebotomy”, followed by her good-natured clarification that she is the person who draws blood. But for her, the role extends far beyond the simple mechanical act of collecting samples. What many see as a routine procedure is, in her view, a high-stakes skill that demands equal parts technical mastery and emotional awareness.
Baghaloo’s journey into phlebotomy began unexpectedly in 1987. It was a passing comment from a patient, who noted her naturally warm and approachable demeanor and suggested she would thrive in phlebotomy, that set her on this path. Looking back on her decades-long career, she says the profession chose her, not the other way around. “I think this profession chose me,” she said. “I was made for it.”
Mastering the delicate balance between rigorous medical science and heartfelt patient care is what has made Baghaloo’s approach so successful. For patients arriving at the lab, the fear of needle sticks is almost universal, so Baghaloo has developed a thoughtful strategy to ease that tension. It combines intentional trust-building, steady technical skill, casual storytelling to distract nervous patients, and even the occasional quick song to lighten the mood.
“When they enter the lab, they’re greeted with a warm smile, and that helps address any anxiety they may have,” she explained. “We usually try to explain the procedure in a clear and reassuring manner, informing them of what to expect, and assuring that we’re available and equipped to handle any concerns that come up.”
This signature blend of precision and empathy does more than make individual patients more comfortable — Baghaloo says it improves outcomes for the entire healthcare system. To sustain this level of care, she also emphasizes the importance of personal well-being, encouraging colleagues to set clear boundaries between work and personal life. “When I’m at work, I give my all, but I also take the time to care for my own personal needs,” she noted. Only by prioritizing one’s own health can you show up fully for patients day after day, she argues.
Over her 36 years in the field, Baghaloo has watched phlebotomy and diagnostic medicine transform dramatically. When she first started at Biomedical, women working in diagnostic roles were rare, and formal training courses for phlebotomy were almost impossible to find. Today, the field is heavily dominated by women — a shift she calls a point of immense personal pride. She describes her female colleagues in one word: “Phenomenal.”
“We are like proud soldiers standing at the front of the battlefield,” she said, highlighting the relentless dedication required to show up with 100% effort for every patient, every single day.
As she looks toward the next chapter of her career, Baghaloo’s greatest goal is to leave a actionable legacy for the next generation of medical professionals, rooted in four core values she has lived by throughout her career. First is kindness: a mandate to treat patients and fellow staff with consistent grace. Second is precision: a commitment to getting the procedure right the first time, to spare patients unnecessary discomfort. Third is honesty: starting with radical honesty with yourself about your skills and growth. Fourth is empowerment: encouraging new professionals to step into their confidence and recognize their own strength.
When asked what she counts as her greatest career achievement, Baghaloo points to her own personal and professional growth over 36 years. “Thirty-six years ago, I was just ‘carline baghaloo’ — all lower case,” she reflected. “Now I am CARLINE BAGHALOO — all caps. My name is known across Jamaica.”
Her growth was guided early on by mentor Elizabeth Mowatt, a former medical technologist at Biomedical who shared a simple, enduring piece of advice that Baghaloo still passes on to the new staff she mentors today: “If you have nothing to do, don’t waste time…never stop learning; it will mould you for a brighter future.”
Today, Baghaloo is celebrated not just for the thousands of successful blood draws she has completed over her career, but for the consistent kindness and indomitable spirit she brings to the frontlines of Jamaican healthcare every single day.