The hospital's 2019-2021 doctor-patient dispute files were retrospectively collected, and the SERVQUAL scale of medical service quality was established to analyse the gaps and problems between patients' expectations of medical care and their actual perceptions using two-dimensional quadrant analysis. The results found that in the measured comparison between patients' expectations and actual perceptions, the four indicators of patients' medical process (-0.35), medical registration time (-0.43), hospital humanistic atmosphere (-0.37), and medical and nursing professional attitudes (-0.28) showed obvious sorting differences; in the two-dimensional quadrant analysis of service quality evaluation, the three indicators of the hospital's humanistic atmosphere, the doctor-patient communication system, and the effectiveness of medical treatment were in the "improvement area". It was found that the current situation of medical disputes in this dental hospital can be effectively mitigated by strengthening the service consciousness of the hospital and its medical staff and enhancing the overall humanistic atmosphere of the hospital; focusing on strengthening the management and supervision of the departments that account for a relatively high percentage of complaints; and strengthening the communication between doctors and patients and correctly recognizing the expectations of the patients, among other countermeasures.