hospital healthcare service quality measurement represents an important approach for advancing healthcare systems. This paper presents preliminary results of a research on the quality of healthcare services provided by a large, public, university hospital centre in Croatia, based on the gaps model of Service Quality and the ServQuAl instrument. The importance of particular service quality dimensions was analyzed, as well as the gaps between patient perceptions and expectations of healthcare services provided by 18 departments of the university hospital centre. results revealed the gaps that exist at the level of the university hospital centre as a whole, showing the size variations in different service quality dimensions. The management of the university hospital centre should improve healthcare service quality in all dimensions by paying particular attention to the 'responsiveness' and 'tangibility', where the largest gap was identified.

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Introduction. Patient complaints are the point of the patient's dissatisfaction with the healthcare service (nursing care, etc.). The inadequate handling of patient complaints may result in negative consequences for the healthcare institutions, but also for employ-Aim. The aim of this paper is to investigate complaints management in the field of nursing care to present a way of handling patient complaints, conduct a patient complaints analysis with special emphasis on complaints related to the work of nurses. Methods.A database search was conducted to find literature from this area and a retrospective analysis of patient complaints filed through the hospital complaint filing system in the period from 1st January to 31st December 2017.Results. During this period 147 complaints and 132 commendations were received and analyzed. Of the total number of complaints, 21 (14%) referred to nurses. Most complaints (66%) referred to nurses employed in the polyclinic section. They mostly indicated dissatisfaction with communication (40%) and, in the opinion of patients, inappropriate attitude towards them (31%). Conclusion.The results represent guidelines for the implementation of further measures to improve the quality of health care in this area.