This paper retrospectively collected doctor - patient dispute files in a hospital from 2019—2021 doctor-patient and established a Service Quality（SERVQUAL）scale to analyze the gaps and problems between patients’expectations of healthcare treatment and their actual perceptions using two - dimensional quadrant analysis. The results found that in the measured comparison between patients’ expectations and actual perceptions，four indicators demonstrated significant sorting differences，which are patients’medical process （-0.35），medical registration time（-0.43），hospital humanistic atmosphere（-0.37），and medical and nursing professional attitudes（- 0.28）. In the two - dimensional quadrant analysis of service quality evaluation，three indicators，namely，hospital’s humanistic atmosphere，the doctor - patient communication system，and the medical treatment effectiveness，were in the“improvement area”. The study found that the overall humanistic atmosphere of the hospital could be improved by strengthening the service consciousness of the healthcare staff. This hospital should focus on enhancing the management and supervision of departments with a higher proportion of complaints. This study also recommends that the hospital strengthen public health education to enhance patients’perceptions about medical treatment and develop doctor - patient communication training according to dental characteristics to enhance the effectiveness of medical education and effectively alleviate medical disputes in this stomatological hospital.