AbstractInformation technologies in health care and its growing use and impact, is a subject of study and interest. This paper presents the work analysis, in progress, in a health center concerning information systems, technologies, employee's roles and real user needs. This study makes part of a research master's thesis in progress. The main goal is to understand users and employees behaviors, and how they interact using information systems and technologies to supply better patient services and sector efficiencies. The selected methodology to gather and analyze the data was Grounded Theory Method. The methods of data collection were interviews and observations. A case study was considered for data analysis and observation. The data analysis results, at this moment, provided information to start to define a set of principles to design a framework for clinical support to improve healthcare services.