It is clearly that these tools not only exist to facilitate the work of the professional, but yes to bring quality to the service? translated in improvement of the attendance to the customer with more humanizao. However, many times these benefits very cost to be recognized as beneficial for all. unhappyly, in some institutions these benefits really are used to advantage so only by the external customers (the patients) and not for the internal clientele (employee of the institution), and this also influences in the attendance. In any place that occurs changes exist conflicts, however to leave the comfort zone and to work with conflicts bring the growth, therefore of this form we can work on of the committed errors, searching the improvement of the quality of the attendance. Thus these tools, theoretically, bring deep changes, in the form to think and to act in structure of the health services, therefore the work with quality in this area cousin for the individualizado attendance and with humanizao not only stops with the customer as well as for the team of workers, being that the learning and improvement are constant. For this reason the impact at a first moment seems to be sufficiently negative, and also in elapsing of many processes, for innumerable factors? implantation of new assistenciais protocols for example, increases the number of documents (pops, routines, books, registers, pointers, fiches, scales, etc.), however at some moments facilitates the process all, with clear indication of the activities, norms and routines, although to seem that the teams have more work to make, this work is most organized and structuralized, bringing future and perhaps not immediate improvements. for this reason perhaps that a delayed process becomes so, therefore to modify the way to act of the people through the education and of the imposition does not take time. At last, if these tools will be well used, of correct form, with continued education, estruturao and discernment in accordance with the Brazilian reality (legislaes, culture, economy, etc.) becoming a change in the structure of thinking it to act in the work this if translates beneficial results for the company and its customers, however if used in errnea way cause many upheavals and loss of time.