The Employees' State Insurance Corporation (ESIC), under the Ministry of Labour & Employment, has launched a comprehensive Centralized Online Patient Feedback System across all its Hospitals and Dispensaries nationwide. This digital initiative enables Insured Persons and beneficiaries to provide direct feedback on healthcare service quality through multiple channels including automated SMS links sent after availing services through the ESIC HIS (Dhanwantri) Module, on-site QR codes displayed at OPDs and hospital locations, and through the official ESIC web portal.
The system captures feedback on three critical service parameters: cleanliness of facilities, behavior of medical staff, and availability of requisite medicines. It incorporates robust technological features including OTP verification for authenticating IP details, mechanisms to prevent duplicate feedback, and comprehensive multilingual support to cater to India's diverse workforce.
For monitoring and accountability, the system features role-based digital dashboards that enable real-time performance monitoring across three administrative tiers: Headquarters Level, Regional Offices Level, and Local ESI Health Facilities Level. The platform automatically flags any service ratings below 3, enabling relevant authorities to facilitate timely corrective actions. Additionally, the system supports performance ranking of all healthcare facilities to promote continuous improvement and institutional accountability.