The Employees’ State Insurance Corporation (ESIC) has launched a centralised online patient feedback system across all hospitals and dispensaries nationwide to capture real-time patient experience on cleanliness, staff behaviour, and medicine availability, an official statement said on Monday.
The system is equipped with OTP validation, multilingual support, and real-time monitoring dashboards to instantly flag service ratings below 3 for immediate corrective action, the statement from the Ministry of Labour & Employment said.
Multiple channels introduced for beneficiary feedback
The digital platform enables Insured Persons (IPs) and beneficiaries to seamlessly share their healthcare experiences, raise specific concerns, and provide actionable suggestions for institutional improvement.
To ensure wider participation and absolute ease of access, the system offers multiple feedback channels for beneficiaries. After availing services through the ESIC HIS (Dhanwantri) Module, beneficiaries receive a direct feedback link via SMS.
Beneficiaries can also quickly share their feedback by scanning QR codes displayed on customised, multilingual posters prominently placed at all OPDs and hospital locations.
Feedback can also be submitted directly through the official ESIC website, the statement noted.
The user-friendly interface requires patients to simply scan the QR code using their mobile devices, enter their IP Number, rate their experience, and submit their feedback in a matter of seconds.
Real-time monitoring and accountability measures
To translate patient feedback into immediate administrative action, the system integrates robust, role-based digital dashboards, the ministry said.
It helps in continuous monitoring at headquarters, regional offices, and local ESI health facilities.
The system validates IP details through OTP verification to ensure the authenticity of feedback. Further, it prevents duplicate submissions and supports multiple languages to widen participation.
Critical issues are automatically flagged when service ratings fall below 3, helping relevant authorities take timely and targeted corrective actions.
Additionally, the platform supports the performance ranking of all healthcare facilities, thereby promoting a culture of continuous improvement, healthy competition, and strict institutional accountability, the statement said.