the The Employees’ State Insurance Corporation (ESIC) has launched a centralised online patient feedback system across hospitals and dispensaries nationwide to capture real-time patient experiences and improve healthcare services.
According to an official statement issued by the Ministry of Labour & Employment on Monday, the digital system is designed to gather patient feedback on key service areas including cleanliness, staff behaviour and medicine availability.
The newly launched platform enables Insured Persons (IPs) and beneficiaries to seamlessly share their healthcare experiences, raise concerns and provide suggestions for institutional improvement.
To ensure wider accessibility and participation, the system provides multiple channels for submitting feedback. Beneficiaries who avail services through the ESIC HIS (Dhanwantri) Module receive a direct feedback link via SMS, allowing them to submit responses conveniently.
Patients can also provide feedback by scanning QR codes displayed on customised multilingual posters placed at OPDs and hospital premises nationwide. Additionally, feedback may be submitted directly through the official ESIC website.
The user-friendly system allows patients to scan the QR code, enter their IP number, rate their healthcare experience and submit feedback within seconds using their mobile devices.
A major feature of the platform is its OTP-based verification mechanism, which validates insured persons’ details and ensures authenticity of feedback while preventing duplicate submissions. The system also supports multiple languages to encourage broader participation across different regions.
To ensure that patient feedback translates into administrative action, the platform integrates role-based digital dashboards for continuous monitoring at ESIC headquarters, regional offices and local health facilities.
Critical complaints and service ratings below 3 are automatically flagged for immediate corrective action, enabling authorities to respond quickly and address service gaps in hospitals and dispensaries.
The ministry said the platform will also support performance ranking of healthcare facilities, promoting continuous improvement, healthy competition and stronger institutional accountability within the ESIC healthcare network.
The launch of the centralised feedback system marks a significant step towards strengthening digital healthcare governance and improving patient-centric service delivery across ESIC institutions nationwide.
