Facing the dissatisfaction of the users of the public healthcare services, the Chilean government required a study to determine the main reasons the health services were extremely bad evaluated. This article describes the first part of this study, showing the process to achieve a diagnosis and conclude that the bad evaluation is a mixture of three key points: Uncertainty with having one of the morbidity appointments, inefficient management showed to the users, and long and uncertainty waiting time to get a referral to secondary/tertiary health services. Beyond the solution of implement an EMR, this article presents main directions for designing a solution that considers the key points we found.