This work is a case study on the impacts of automation of care processes in emergency care unit of the small municipality of Silva Jardim, located in the State of Rio de Janeiro. The goal is to identify the impacts (positive or negative) on the wait time brought by computerization of care processes. For this, it explored a theoretical framework and / or practical implementation of information systems, processes of care and emergency units. We used to facing literature for the investigation of concepts and implementation practices of information systems and customer care processes and field research with unit staff, with their own local population and the authorities involved.