The Employees’ State Insurance Corporation (ESIC), under the Ministry of Labour and Employment, has launched a centralized online patient feedback system across all its hospitals and dispensaries nationwide, aimed at improving service quality, enhancing transparency, and ensuring more patient-centric healthcare delivery.
The new digital platform enables insured persons and beneficiaries to share their healthcare experiences, raise concerns, and provide suggestions directly to the administration. The initiative is designed to gather real-time feedback on key service parameters, including cleanliness of healthcare facilities, behaviour of medical staff, and availability of medicines.
According to ESIC, the system offers multiple channels for beneficiaries to submit feedback, making the process simple and accessible.
Patients who avail services through the ESIC Health Information System (Dhanwantri) module will receive an automated SMS containing a direct feedback link. In addition, QR codes displayed on multilingual posters across outpatient departments (OPDs) and hospital premises will allow beneficiaries to quickly submit their responses using mobile devices. Feedback can also be submitted through the official ESIC website.
The user-friendly interface enables patients to provide ratings and comments within seconds after entering their Insurance Person (IP) number.
To ensure transparency and authenticity, the platform incorporates real-time OTP-based verification of beneficiary details and safeguards against duplicate submissions. The system also provides multilingual support to cater to India’s diverse workforce and improve accessibility across regions.
A key feature of the initiative is its integrated monitoring mechanism. The platform includes role-based dashboards for continuous oversight at three levels—ESIC Headquarters, Regional Offices, and individual healthcare facilities.
The system is programmed to automatically flag service ratings below three points, triggering alerts for concerned authorities and enabling prompt corrective action. Officials said this mechanism will help identify service deficiencies quickly and improve grievance redressal.
The platform will also facilitate performance ranking of ESIC healthcare institutions, encouraging healthy competition, greater accountability, and continuous improvement in service delivery.
The launch of the centralized feedback system marks another step in ESIC’s efforts to leverage technology for improving healthcare services and strengthening engagement with beneficiaries. The initiative aligns with the organisation’s broader objective of delivering efficient, transparent, and responsive healthcare to India’s workforce and their families.
ESIC said the new system reflects its continued commitment to better healthcare services and improved patient satisfaction through technology-driven governance and accountability.
