The present academic work aims at to approach relative aspects the insatisfactions (satisfactions) of customers in a context of service in the health area. The quarrel of this subject arms with basic importance, considering the factor quality in the perspective and perception of the customers, contemplating itself its retention and loyalty with the possible results. It searchs the identification of the main reasons that raise the index of desistance to the services offered for the Clínica Médica Rio de Janeiro. In this direction one searched to identify the degree of insatisfactions of the customers through a quantitative research applied to a representative universe of users, objectifying to detect its negative and positive points.