FOR 36 years, Carline Baghaloo has served at Caledonia Medical Laboratory (Biomedical), transforming what many consider a scary medical necessity into a masterclass in empathy and precision. Baghaloo is a pleasant reminder that the most critical tool in the laboratory continues to be the human touch.

When she tells people what she does, she often gets a blank stare. “They say, ‘phle-what?’ and I just reply, ‘blood taking’,” she laughs. But, for her, the job is far more than just a procedure; it is a high-level skill.

Baghaloo’s journey in the field began in 1990, sparked by a simple observation from a patient who told her she had a “warm and welcoming persona”, and would excel in phlebotomy. Looking back, she doesn’t feel that she chose the path.

“I think this profession chose me,” she said. “I was made for it.”

Balancing science with soul

How do you keep a terrified patient calm? For Baghaloo, it is a blend of trust-building, skill, storytelling, and occasionally, a song.

“No patient likes to be stuck by a needle. Therefore, when they enter the lab, they’re greeted with a warm smile and this helps to address any anxiety they may have,” she shared.

“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 their concerns,” she added, emphasising the importance of gaining the patient’s trust.

This balance of technical precision and empathy is her signature. Baghaloo believes that by giving her time, compassion and skill daily, the entire health-care system gains a better outcome. She also prioritises her well-being, enabling her to better care for her patients.

“We must establish boundaries between work and personal time,” she said. “I always tell my colleagues that when I’m at work, I give my all, but I also take the time to care for my own personal needs.”

The evolution of the field

The landscape has shifted dramatically since Baghaloo first stepped into the lab at Biomedical 36 years ago. Back then, women in diagnostic medicine were few, and formal phlebotomy courses were scarce. Today, she looks around at a field she describes as “heavily dominated” by women — a shift she views with immense pride.

She describes the women she works with in one word: “Phenomenal”.

“We are like proud soldiers standing at the front of the battlefield,” she remarked, highlighting the resilience required to maintain 100 per cent dedication every day.

Looking toward the future, Baghaloo hopes to leave behind a blueprint for the next generation of medical professionals, based on four core values:

1) Kindness: Always be kind to your patients and colleagues.

2) Precision: Always strive to get it right the first time. No patient likes to be stuck twice.

3) Honesty: Be honest with yourself above all else.

4) Empowerment: Be confident and take control; you are stronger than you think.

When asked about her biggest accomplishment, Baghaloo speaks of her own personal and professional evolution.

“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 nurtured by mentors like Elizabeth Mowatt, a previous medical technologist at Biomedical, who once told her: “If you have nothing to do, don’t waste time…never stop learning; it will mould you for a brighter future.” It is a piece of wisdom Baghaloo now passes down to the newer staff members she mentors.

We celebrate Carline Baghaloo not just for the thousands of successful phlebotomy procedures she has performed, but for the kindness and phenomenal spirit she brings to the front lines of Jamaican healthcare every single day.

Carline Baghaloo demonstrates her phlebotomy skill with a patient.