The article defines the scientific and terminological problems of researching services in the field of services, the basic problems of the evaluation of services in health care organizations. On the basis of a systematic approach to the category of quality of medical services the article investigates patient satisfaction with the perceived quality of service, shows the role of consumer expectations in the evaluation of the perceived quality of services and finds that the requirements for the service in medical institutions are underestimated. On the basis of studies the authors identify behaviors of consumers of budgetary medical services organizations, develop a model of consumer activities, which differs from the existing ones that along with the economic component the model is complemented with communication components. The approbation of the authors´ model for health care services shows a characteristic pattern of consumer activity of budgetary organizations. The article highlights the factors of subjective judgment of health care consumers in assessing perceived quality. Based on the study of patient satisfaction the authors develop a hierarchical model of the perceived quality of health services, as well as the place of services defined in the model.

of the quality of medical services, satisfaction with the quality of medical services, quality, safety, accessibility of medical services, modeling of the structure of medical services.

The article deals with the question of quality assurance of emergency medical care. It is of vital importance in terms of reforming the system of healthcare in the Russian Federation, as the quality and availability of various types of medical services are priority indicators of reform. Quality ensuring of emergency medical care is the most important socially significant task of health care, which lies in maintaining the health of people in extreme conditions and in meeting the challenges of mortality reduction. This is resulted in increased attention to research in this area. Quality ensuring of emergency medical services actualizes the task of improving of its assessment methodology. The methodological problems of services quality assessment in the system of emergency medical care limiting applied research are the subject of the study. The structure of emergency medical care is specified, the separation of concepts of "medical service" and "medical care" of services of emergency medical care is accomplished, and the concept of "medical care" is defined in the article. Based on the results of market research of patients’ satisfaction with quality of medical care in emergency hospital of Krasnoyarsk a structural model of services of emergency medical care has been created. This model reflects the patients’ understanding that the quality of service of emergency medical care is an integrated category, combining the quality of the result of medical services and quality of care. Content analysis of the definition of basic concepts in the field of quality of health care has allowed to formulate the concept of "service quality of emergency medical care”. Its difference is that the definition includes goal-setting of quality of emergency medical care as ensuring the effective medical care, as well as performance indicators of emergency medical care are formulated. The proposed concept and performance indicators of emergency medical care stimulate new directions for research in this area.