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Ministry of Labour & Employment
ESIC Puts Patients at the Centre with Nationwide
Digital Feedback System
New Online Platform Enables Real-Time Feedback on
Cleanliness, Staff Behaviour and Medicine Availability Across
ESIC Hospitals and Dispensaries
प्रव तथ: 09 JUN 2026 5:05PM by PIB Mumbai
Panaji-Goa: 9 June, 2026
In a major step towards strengthening patient-centric healthcare services, the
Employees’ State Insurance Corporation (ESIC), under the Ministry of Labour &
Employment, has launched a Centralized Online Patient Feedback System across all
ESIC Hospitals and Dispensaries in the country.
The innovative digital platform empowers Insured Persons (IPs) and beneficiaries to
directly share their healthcare experiences, report concerns, and provide
suggestions for service improvement. The initiative aims to enhance transparency,
accountability and quality of healthcare delivery by capturing patient feedback on
key service parameters such as cleanliness, staff behaviour and availability of
medicines.
To ensure easy access and wider participation, ESIC has introduced multiple digital
channels for submitting feedback. Beneficiaries will receive automated SMS links
immediately after availing services through the ESIC Hospital Information System
(HIS). In addition, multilingual QR-code posters have been installed at OPDs and
prominent locations within hospitals and dispensaries, allowing patients to submit
feedback quickly using their smartphones. Feedback can also be submitted through
the official ESIC website.
The system has been designed with robust technological safeguards, including OTP-
based verification of Insured Persons and mechanisms to prevent duplicate
submissions. Multilingual support further ensures that beneficiaries from diverse
linguistic backgrounds can participate seamlessly.
A key feature of the platform is its real-time monitoring and grievance redressal
mechanism. Dedicated dashboards have been created at the Headquarters, Regional
Office and Health Facility levels, enabling continuous monitoring of patient feedback.
Service ratings below three stars are automatically flagged, ensuring prompt
corrective action by the concerned authorities.The platform also facilitates performance ranking of healthcare facilities,
encouraging continuous improvement, healthy competition and greater institutional
accountability across the ESIC healthcare network.
With the launch of this centralized feedback system, ESIC has reinforced its
commitment to delivering responsive, transparent and high-quality healthcare
services to India's workforce, reflecting its enduring mission: “ESIC – Committed
to Better Healthcare.”
Source-ESIC, Goa | PIB Panaji | Ambadas Yadav/ Priti Malandkar
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