A patient sees Kent using his smartphone and asks if she can borrow it for a minute to make a call ...

A patient sees Kent using his smartphone and asks if she can borrow it for a minute to make a call to her home to see if her daughter can pick her up after her appointment. Kent politely declines her request, which angers the patient.
 
  What was the issue, and what could Kent have done?
  A) The phone was restricted to Kent's use and needed to stay in his control, but he could have made an exception in this case.
  B) The phone was property of the facility, and Kent was correct to have done what he did and no more than that.
  C) The phone was restricted to Kent's use and needed to stay in his control, but if there was no policy against it he could have made the call himself.
  D) The phone was property of the facility, but Kent could have allowed the patient to use it if she stayed in his line of sight.