Experience with the SERVQUAL Method in Internal Quality Control of Medical Activities in a Medical Organization

Introduction. The article presents the experience of using SERVQUAL method as a tool for internal quality control in an oncology medical organization. Purpose. The aim of the study is to analyze the experience of using the SERVQUAL method as an additional tool for internal quality control of medical care. Materials and methods. The study involved 536 patients and 234 employees from an oncological medical organization in Kirov. Results. The data obtained enabled a thorough investigation into the reasons for the increasing dissatisfaction with the quality of medical care among both patients and medical staff, facilitating effective management decisions.