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Tom arrives for his son Taylor’s adolescent checkup, phone and briefcase in hand as Taylor lags behind, also on his phone. Tom sighs, turns to Taylor, and says to the front office staff person, “We’re here to get this guy fixed.” Taylor turns crimson but smiles shyly. Usually, Taylor’s mom brings him in for office visits.

Tom is a bit rude and inflexible with the medical assistant (MA) during the rooming process. He says to the MA, “I’m not sure what’s going on with him. He’s always on that thing [pointing to Taylor’s phone], but his teacher says...

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