Customer satisfaction in service industries is a frequent subject of research. Considering that health care services are professional services with a high level of contact and interaction with the users, the importance of studying and monitoring the satisfaction of health care users with the service process is increasingly emphasized. It is in the interest of private health care providers to have satisfied users who select them in the event of a repeated need for health care and to pass on positive information to, and recommend, future prospective users. Health care users satisfaction builds a partnership among providers and users enhancing the image of the health care facility. This paper gathers data on the expectations of users of private health care services and the perception of the service process at the Aviva Polyclinic. The survey was conducted with a SERVQAL questionnaire which, in addition to expectations and perception, investigated the quality of service on the basis of five dimensions of quality and user satisfaction with the service provided. Satisfaction with the service provided is determined by calculating the total gap that represents the difference between the overall perception and expectations of the users. Significance of variations in average overall ratings of expectations and perceptions were also tested considering the socio-demographic characteristics of the respondents. Testing the data collected revealed a statistically significant difference in expectations considering the three socio-demographic characteristics of the users. The analysis of user satisfaction and quality of service obtained results that support the overall satisfaction of Aviva Polyclinic users with the suggestion of improving the quality of service in dimensions with a negative gap.