The Employees’ State Insurance Corporation (ESIC) has rolled out a centralized online patient feedback system across its hospitals and dispensaries nationwide, aiming to enhance healthcare services and strengthen patient-focused care.
The new digital platform allows insured persons and beneficiaries to share their treatment experiences, raise concerns, and provide suggestions for improving healthcare facilities. Feedback can be submitted on various aspects of service delivery, including hospital cleanliness, staff behaviour, and the availability of medicines.
To make participation easier, ESIC has introduced multiple feedback channels. Beneficiaries receive automated SMS links after availing healthcare services through the ESIC Health Information System (Dhanwantri). Additionally, QR codes displayed on multilingual posters in OPDs and hospital premises enable patients to submit feedback quickly using their mobile phones. Responses can also be submitted through the official ESIC website.
The system incorporates OTP-based verification of Insured Person (IP) details to ensure genuine feedback and prevent duplicate entries. Multilingual support has also been integrated to facilitate participation from beneficiaries across different regions and language groups.
For effective monitoring and timely action, the platform features role-based digital dashboards at the headquarters, regional office, and healthcare facility levels. Any service rating below three automatically generates alerts for the concerned authorities, enabling prompt corrective measures. The system also ranks healthcare facilities based on performance, encouraging accountability, service improvements, and healthy competition among institutions.