Effective healthcare systems are built on a foundation of high-quality medical services, which have a direct impact on outcomes, patient satisfaction and public health in general. In order to maintain and improve health, patients need to receive compassionate care, effective treatments and accurate diagnoses, all provided by high-quality medical services. According to the SERVQUAL model, there are several aspects that make up the quality of healthcare, such as tangibility, reliability, responsiveness, security and understanding. The aim is to reduce the possibility of medical errors, to encourage trust between patients and healthcare professionals, and to reduce healthcare costs by avoiding unnecessary operations and hospital readmissions. Prioritizing quality is increasingly important as healthcare systems around the world face increasing demands and complexity. This is because it helps meet the diverse demands of patients, improve the overall patient experience and support improved health outcomes for all. The SERVQUAL service quality survey was conducted at the Vukas Polyclinic - a private ophthalmology practice located on Selska cesta in the city of Zagreb. The research question posed in this paper examined whether there are differences between the expectations and perceptions of users of private ophthalmology services. It was assumed that users will expect high service quality and also perceive the same level of service quality, which is why there should not be a large gap. However, the data showed statistically significant differences and that patients are satisfied with the service even more than they expect. Reliability and tangibility as elements of the service were evaluated as the most important, that is, they have the highest level of expectations. Furthermore, responsibility was recognized as the least important dimension, but a positive gap was found, which means that patients are more satisfied with the responsibility of the staff and the business than they originally expected.