In a significant move aimed at strengthening healthcare quality, transparency and accountability, the Employees’ State Insurance Corporation (ESIC) under the Ministry of Labour & Employment has rolled out a Centralized Online Patient Feedback System across all ESIC hospitals and dispensaries in the country. The initiative is designed to give insured persons (IPs) and beneficiaries a direct platform to share their experiences and help improve service delivery.
Multiple Digital Channels For Easy Feedback
The newly launched system enables patients to submit feedback through several convenient digital channels. Beneficiaries will receive an automated SMS containing a feedback link immediately after availing healthcare services through the ESIC HIS (Dhanwantri) module. In addition, QR codes displayed at OPDs and hospital premises can be scanned to access the feedback form, while patients can also submit their responses directly through the official ESIC portal.
The platform has been developed with a user-friendly and multilingual interface, allowing beneficiaries to quickly rate their experience and provide suggestions on various aspects of healthcare services.
Focus On Cleanliness, Staff Behaviour And Medicine Availability
Through the feedback mechanism, patients can evaluate key service parameters such as cleanliness of healthcare facilities, behaviour of medical and support staff, availability of medicines, and overall quality of treatment. The initiative aims to ensure that beneficiaries have a voice in assessing healthcare services and highlighting areas that require improvement.
Real-Time Monitoring And Quick Corrective Action
To maintain authenticity and reliability, the system incorporates OTP-based verification and safeguards against duplicate submissions. ESIC has also established a real-time monitoring dashboard that enables continuous oversight at headquarters, regional offices and local healthcare facilities.
Importantly, any rating below three stars will be automatically flagged for immediate attention and corrective measures. This feature is expected to facilitate faster grievance redressal and improve responsiveness across ESIC healthcare institutions.
Performance Ranking To Encourage Better Services
The online feedback system will also support performance-based ranking of hospitals and dispensaries. By comparing service quality indicators across facilities, ESIC aims to encourage healthy competition, accountability and continuous improvement in patient care standards.
Officials believe the initiative will help create a more patient-centric healthcare ecosystem while ensuring higher standards of service delivery across the ESIC network.
Strengthening Patient-Centric Healthcare
The launch of the Centralized Online Patient Feedback System reflects ESIC’s commitment to leveraging technology for better governance and improved healthcare outcomes. By providing beneficiaries with a direct communication channel, the corporation aims to enhance transparency, strengthen accountability and ensure that healthcare services remain responsive to patient needs.
The initiative aligns with ESIC’s vision of delivering quality healthcare services under its guiding principle: “ESIC – Committed to Better Healthcare.”
