This qualitative case study aimed to analyze how health team professionals perceive the work objective in one emergency unit. The place of study was a hospital emergency ward in the state of Rio Grande do Sul, Brazil. Data collection was conducted through observation and semi-structured interview. The results disclose the divergence between the health needs that make users seek health care in the emergency ward; and the work objective at that ward as highlighted by the professionals. The work team shows dissatisfaction due to the excessive search for care that cannot be classified as emergency, highlighting the number of attendances as a justification for resistance to perform the work and lack of commitment in care production.
emergencies; emergency medical services; patient care team; organization and administration