An African American woman brings her 5-year-old son to the free clinic to receive a physical examination required by state law before entering kindergarten. She arrives just after the clinic opens. Nonetheless, she is the tenth person in line for services that day. Upon completing her intake paperwork, she is told she must meet with a social worker to verify eligibility for services before seeing the nurse practitioner. Three hours later she is still waiting to see the social worker when she receives a call from the school her older child attends informing her that her daughter has become ill and must be picked up from school immediately. She leaves the clinic with her son, and he does not receive his physical exam. The staff at the front desk, who are all white, frown and shake their heads as they see her leave. Which of the following describes the clinical barrier to health care experienced by the mother?