Identify the experience of the elderly who does not attend health checks. Methods: The qualitative research was conducted with ten elderly adults not attending to two Family Health Centers (CESFAM) in the community of Puerto Montt, Chile. The in-depth interview information gathering technique was used, the data were analyzed in three phases: a) discovery in process; b) coding and refinement, and c) phase of data relativization. Results: Negative and positive aspects of the relationship with the health team were identified referring to the treatment in the care and the expected resolution. They highlighted the perception of bureaucracy; it was raised as an expectation to receive preferential treatment for the elderly. Waiting times of institutional attention were one of the most important aspects in the positive or negative opinion, being a reason for dissatisfaction in users and therefore one of their main expectations of change in their CES-FAM. Conclusion: Given the characteristics of older adults, it is important to establish a personalized contact, seeking to generate adequate communication and establish plans and commitments with patients, ensuring user satisfaction, which would improve adherence.