Darnell and Janine work for a large lab company in an appointment office. They have worked in the same office for 2 years. Darnell needed a patient file to prepare materials for a blood draw, and the file was not in the back. He walked up to the front desk, irritated that once again he had to track down a file that Janine was supposed to have filed.

When Darnell arrived at the front desk, he saw a woman waiting to be checked in for lab work and Janine talking on her cell phone with her back to the waiting room. As soon as the woman saw Darnell, she waved at him and said, "Excuse me, sir, I've been waiting here for a couple of minutes, and I'm not feeling well. Could you check me in?"

Darnell smiled and checked her in, asking her to have a seat in the waiting room and telling her that he would make sure she was not waiting any longer than necessary.

During this patient encounter, Janine turned and gestured that she would be just another minute. Another person stepped up to the counter, holding lab orders and an insurance card. Darnell started checking this person in, too. While photocopying the insurance card, Darnell whispered, "Janine, get off of the phone.

I have my own job to do." Janine frowned, put her hand over the phone, and said, "I'm on the phone with my kids!