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OBJECTIVE: The objective of this study was to identify the reasons why non-urgent patients use emergency department instead the Basic Health Units. METHODS: An objective questionnaire was applied in a random sample of 197 patients classified as non-urgent by Manchester Triage System (MTS). RESULTS: Of the patients surveyed 65% were men. Only 47% understood the real function of the emergency department. About MTS, 52% knew the triage system and knew they would be screened, yet most of these came looking for a better resolution for their medical problems. Even after clarification about the role of emergency department, that is to resolve severe cases, 73% said they would have gone to the emergency department either way and 83% consider the application of MTS a fair system of screening. CONCLUSION: We conclude that it is not only the lack of information that makes non-urgent patients seek the emergency department, but the lack of confidence in the response capacity of Basic Health Units.