The purpose of accident and emergency department is to provide necessary care for those in need. Reasons why clients come to A&E department vary and often they have multiple health and social problems. Those who need a lot of health care and social services are often elderly people, have multiple diseases and have low social status.

The aim of this study was to describe what kind of people use the services of A&E department the most and to determine possible development proposals from the patients’ perspective.

This is a qualitative study, which was carried out by interviewing six clients who had sought to the A&E department more than six times in year 2014. The interviews were executed in February 2016. We used methods of service design to help collect the data.

The results revealed that clients mostly came to the A&E department because they had problems in heart and circulatory system and different kinds of pain. Clients felt like they had a good reason to go to the A&E department. Half of the informants were mostly satisfied with the service they got in the A&E department. Waiting times were considered long and the premises unfunctional. Most of the informants considered that they need a lot of health care and social services and they mostly use services in health center or special health care. The results can be exploited by improving the services to be more client friendly in the A&E department.