The access to health service is a right of every Brazilian citizen, and it is closely related to the principles of receptiveness and bond. This qualitative study, that took the Users’ Rights Charter as a reference, aims to analyze how users from a Family Health Unit in the city of Cuiabá, state of Mato Grosso, Brazil, view access, receptiveness and bond. A case study was carried out and the data were collected through semi-structured interviews and interpreted through thematic analysis. The results show access perceived in a not always positive way, due to delays in treatment and a low resolution of cases, leading to the search for other services. The lack of knowledge by the user of his rights and the incipient organization of the service network explain, to some extent, the user’s dissatisfaction, pointing to the need for the reorganization of the services and the network, as they are the gateway to the system.
Health services accessibility; User embracement; Family Health Program