ESIC Launches Nationwide Online Patient Feedback System

To encourage widespread participation, ESIC has designed the system with multiple user-friendly feedback channels that allow beneficiaries to submit their views conveniently.

The Employees' State Insurance Corporation (ESIC), under the Ministry of Labour and Employment, has introduced a centralized online patient feedback system across all its hospitals and dispensaries nationwide, marking a significant step towards improving healthcare services and strengthening patient-centric care.

The digital platform enables insured persons and beneficiaries to directly share their experiences, report concerns, and offer suggestions aimed at enhancing healthcare delivery. By collecting real-time feedback from patients, ESIC seeks to improve service quality, promote transparency, and ensure greater accountability across its healthcare network.

Multiple Channels Make Feedback Easy and Accessible

To encourage widespread participation, ESIC has designed the system with multiple user-friendly feedback channels that allow beneficiaries to submit their views conveniently.

Patients who receive treatment through the ESIC Health Information System (Dhanwantri Module) automatically receive an SMS containing a direct feedback link immediately after availing healthcare services. This allows beneficiaries to provide their opinions without the need for additional paperwork or visits.

In addition, customized multilingual posters carrying QR codes have been installed at outpatient departments (OPDs) and various locations within ESIC hospitals and dispensaries. Patients can simply scan the QR code using their mobile phones, enter their Insurance Person (IP) number, rate the service received, and submit feedback within seconds.

Beneficiaries can also access the feedback facility directly through the official ESIC website, providing another convenient option for sharing experiences and suggestions.

The system's multilingual interface ensures accessibility for workers and beneficiaries from different linguistic backgrounds, reflecting ESIC's commitment to serving India's diverse workforce.

Feedback Focuses on Key Healthcare Service Areas

The online platform has been designed to gather patient opinions on critical aspects of healthcare service delivery.

Beneficiaries can evaluate the cleanliness and hygiene standards of healthcare facilities, helping administrators identify areas requiring improvement. The system also allows patients to rate the behaviour and responsiveness of medical and support staff, providing valuable insights into patient satisfaction and service quality.

Another important area covered by the feedback mechanism is the availability of medicines. Patients can report shortages or difficulties in obtaining prescribed medicines, enabling authorities to address supply-related issues more effectively.

By focusing on these essential service parameters, ESIC aims to obtain actionable information that can directly contribute to improving healthcare experiences and patient outcomes.

Advanced Technology Ensures Transparency and Authenticity

To maintain the credibility and reliability of the feedback process, ESIC has incorporated several technological safeguards into the system.

Patient details are verified in real time through a One-Time Password (OTP) authentication process, ensuring that only genuine beneficiaries can submit feedback. The platform also includes mechanisms to prevent duplicate submissions, helping maintain the integrity of collected data.

These safeguards ensure that the feedback received accurately reflects patient experiences while preventing misuse of the system.

The use of digital technology also allows healthcare administrators to analyse trends, identify recurring concerns, and monitor performance across facilities more efficiently than traditional feedback methods.

Real-Time Monitoring to Drive Faster Improvements

One of the key strengths of the new system is its integrated monitoring framework, which enables authorities at different administrative levels to track performance and respond quickly to issues.

Role-based digital dashboards provide real-time visibility into patient feedback at three levels: ESIC Headquarters, Regional Offices, and individual healthcare facilities. This structured approach allows administrators to monitor service quality continuously and take corrective action when necessary.

The system automatically flags service ratings below three points, alerting relevant authorities to potential problems requiring immediate attention. This feature is expected to accelerate grievance redressal and improve responsiveness to patient concerns.

In addition, the platform supports the ranking of healthcare facilities based on patient feedback. ESIC believes this will foster healthy competition among institutions, encourage continuous service improvement, and strengthen accountability across the healthcare network.

By combining digital accessibility, transparent monitoring, and rapid response mechanisms, the new centralized feedback system represents a major step in ESIC's efforts to improve healthcare services for millions of insured workers and their families.

The initiative reinforces ESIC's commitment to delivering better healthcare outcomes and ensuring that patient voices play a central role in shaping service improvements across its nationwide network.