**Executive Summary**
On June 1, 2026, the Employees' State Insurance Corporation (ESIC) launched a nationwide Centralized Online Patient Feedback System to improve service quality and patient-centric healthcare. The system allows beneficiaries to rate hospitals and dispensaries on cleanliness, staff behavior, and medicine availability through SMS, QR codes, and a web portal. Featuring real-time monitoring and automated alerts for low ratings, the initiative aims to ensure immediate corrective action and institutional accountability across all administrative levels.
**Key Points / Main Content**
**Feedback Accessibility and Multilingual Support**
* Beneficiaries can submit feedback via three digital channels: automated SMS links sent after service, on-site QR codes in OPDs, and the official ESIC web portal.
* The system provides comprehensive multilingual support to cater to a diverse national workforce.
* The interface is designed for speed, allowing users to submit ratings in seconds using their IP Number and a mobile device.
**Technical Security and Authentication**
* Real-time validation of Insured Person (IP) details is conducted through an OTP verification process.
* The system includes strict mechanisms to prevent the submission of duplicate feedback.
* Role-based digital dashboards provide continuous, real-time performance monitoring.
**Monitoring and Grievance Redressal**
* Performance is monitored across three administrative tiers: Headquarters, Regional Offices, and Local ESI Health Facilities.
* The system is programmed to automatically flag any service ratings below 3 for immediate attention by relevant authorities.
* The platform supports the performance ranking of all healthcare facilities to promote healthy competition and continuous institutional improvement.
**Impact Analysis**
**Insured Persons (IPs) and Beneficiaries**
**Impact**
They are empowered with a direct digital platform to share healthcare experiences, raise concerns, and provide suggestions for facility improvement.
**Action Required**
Beneficiaries should use their IP numbers to submit feedback through SMS links, QR codes, or the web portal after availing themselves of medical services.
**ESIC Healthcare Facilities (Hospitals and Dispensaries)**
**Impact**
Facilities are subject to real-time performance tracking and ranking based on patient feedback regarding cleanliness, staff behavior, and medicine availability.
**Action Required**
Medical staff and facility managers must ensure high service standards and take immediate corrective actions when service ratings fall below the threshold of 3.
**ESIC Administration (Headquarters and Regional Offices)**
**Impact**
Administrators gain high-level visibility into facility performance through digital dashboards, allowing for data-driven oversight.
**Action Required**
Authorities must monitor the automated alert mechanisms and facilitate targeted interventions to address critical issues flagged by the system.
Key Entities Referenced
Centralized Online Patient Feedback System: A digital platform launched to capture real-time beneficiary feedback on healthcare quality, staff behavior, and medicine availability across ESIC facilities.
Employees' State Insurance Corporation (ESIC): The statutory body responsible for implementing the nationwide online feedback mechanism across its network of hospitals and dispensaries.
Ministry of Labour & Employment: The administrative ministry overseeing the ESIC and the rollout of this patient-centric healthcare initiative.
ESIC HIS (Dhanwantri) Module: The hospital information system module integrated with the feedback platform to trigger automated SMS links to beneficiaries after service delivery.
Ministry of Labour & Employment
ESIC Launches Centralized Online Patient
Feedback System Across Hospitals and
Dispensaries to Ensure Patient-Centric
Healthcare
Beneficiaries can now submit direct feedback on cleanliness,
staff behaviour, and medicine availability through multiple
digital channels
System equipped with OTP validation, multilingual support,
and real-time monitoring dashboards to instantly flag service
ratings below 3 for immediate corrective action
Posted On: 01 JUN 2026 3:11PM by PIB Delhi
In a significant move to enhance service quality and ensure patient-centric healthcare delivery, the
Employees' State Insurance Corporation (ESIC), under the Ministry of Labour & Employment, has
successfully rolled out a comprehensive Centralized Online Patient Feedback System across all its
Hospitals and Dispensaries nationwide.
This digital initiative empowers Insured Persons (IPs) and beneficiaries to seamlessly share their
healthcare experiences, raise specific concerns, and provide actionable suggestions for institutional
improvement. The platform is designed to capture direct citizen feedback on critical service parameters,
notably the cleanliness of the facility, the behaviour of the medical staff, and the availability of requisite
medicines.
Seamless Accessibility and Multilingual Support
To ensure wider participation and absolute ease of access, the system offers multiple feedback channels
for the beneficiaries:
Automated SMS Links: A direct feedback link is sent via SMS to the Insured Person immediately after
they avail services through the ESIC HIS (Dhanwantri) Module.
On-Site QR Codes: Beneficiaries can quickly share their feedback by scanning QR codes displayed on
customized, multilingual posters prominently placed at all OPDs and hospital locations.
Web Portal: Feedback can also be submitted directly through the official ESIC website.
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.Robust Technology for Transparency and Accountability
Ensuring the authenticity of the feedback mechanism, the system features real-time validation of IP details
through an OTP verification process and strict mechanisms for duplicate feedback prevention.
Furthermore, the feedback platform itself provides comprehensive multilingual support to effectively cater
to India's diverse workforce.
Tiered Monitoring and Rapid Grievance Redressal
To translate patient feedback into immediate administrative action, the system integrates robust, role-based
digital dashboards. This enables continuous, real-time performance monitoring across three distinct
administrative tiers:
Headquarters Level
Regional Offices Level
Local ESI Health Facilities Level
Crucially, the system is programmed to identify critical issues by automatically flagging any service
ratings below 3. This automated alert mechanism ensures that relevant authorities can facilitate 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.
Reaffirming its core mission to the nation's workforce, this initiative stands as a testament to ESIC’s
dedication, echoing the mandate: "ESIC – Committed to Better Healthcare."
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Rini Choudhury/Anjelina Alexander
(Release ID: 2267485) Visitor Counter : 887
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