The Employees' State Insurance Corporation (ESIC) has launched a nationwide centralised online patient feedback system that will allow beneficiaries to rate healthcare services at its hospitals and dispensaries in real time, the Union ministry of labour and employment announced on Monday.
The digital platform is designed to capture patients' experiences across key aspects of healthcare delivery, including cleanliness, staff behaviour, availability of medicines and overall service quality.
According to the ministry, the system incorporates OTP-based verification, multilingual support and real-time monitoring tools to ensure the authenticity of responses and facilitate prompt action on service-related concerns.
Under the new initiative, patients receiving treatment through the ESIC health information system (Dhanwantri) module will automatically receive an SMS containing a feedback link after availing services. Beneficiaries can also submit feedback by scanning QR codes displayed on multilingual posters installed at outpatient departments and other prominent locations within ESIC healthcare facilities.
In addition, the feedback mechanism has been integrated into the official ESIC website, providing beneficiaries with multiple channels to share their experiences.
The ministry said the platform has been designed for ease of use, enabling patients to submit feedback within seconds by entering their insurance person (IP) number, rating the service received and adding comments or suggestions through a mobile device.
To ensure that feedback leads to measurable improvements, the system has been integrated with role-based digital dashboards accessible to ESIC headquarters, regional offices and individual healthcare institutions for continuous monitoring and review.
One of the platform's key features is its ability to automatically flag critical issues when service ratings fall below three on the evaluation scale. Such alerts are immediately highlighted for the relevant authorities, enabling quicker intervention and targeted corrective action.
Officials said OTP verification will help prevent duplicate submissions and validate respondents, while multilingual functionality is expected to encourage wider participation from beneficiaries across the country. The ministry said the initiative is aimed at strengthening patient engagement, improving grievance redressal mechanisms and enhancing accountability across the ESIC healthcare network.
The system will also support performance-based ranking of hospitals and dispensaries, encouraging continuous improvement, healthy competition among facilities and higher standards of service delivery.
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