ESIC Launches Real-Time Patient Feedback System Across India

The Employees' State Insurance Corporation (ESIC) has launched a nationwide Centralized Online Patient Feedback System , marking a significant step in its ongoing digital transformation and efforts to improve healthcare delivery for millions of insured workers and their families. The initiative, introduced under the Ministry of Labour and Employment , aims to strengthen transparency, accountability, and patient-centric care across ESIC hospitals and dispensaries throughout the country.

The new platform allows Insured Persons (IPs) and beneficiaries to share their healthcare experiences, report concerns, and provide suggestions for service improvement. Patients can rate key aspects of healthcare delivery, including cleanliness of facilities, behaviour of medical staff, waiting times, and availability of medicines . The move is expected to help administrators identify service gaps and respond more effectively to patient needs.

To ensure easy access and wider participation, ESIC has introduced multiple feedback channels. Beneficiaries receive an automated SMS containing a feedback link after availing services through the Dhanwantri Hospital Information System (HIS) . Feedback can also be submitted by scanning QR codes displayed on multilingual posters at hospitals and outpatient departments or directly through the official ESIC website. The system supports multiple Indian languages and requires users to enter their IP number and complete OTP-based verification, ensuring authenticity while preventing duplicate submissions.

A key feature of the platform is its three-tier monitoring framework , covering the ESIC Headquarters, Regional Offices, and local health facilities . Through role-based digital dashboards, officials can monitor patient satisfaction in real time and track recurring issues. Ratings below three stars are automatically flagged, enabling swift corrective action and faster grievance redressal. The system will also facilitate performance ranking of healthcare facilities , encouraging healthy competition and continuous improvement across the ESIC network.

The initiative forms part of ESIC's broader digital modernization programme built around the Dhanwantri HIS , which digitizes patient registration, consultations, laboratory reports, pharmacy services, admissions, discharge summaries, and treatment records. By integrating patient feedback with electronic healthcare records, ESIC aims to create a more responsive healthcare ecosystem.

The development also aligns with the Government's Ayushman Bharat Digital Mission (ABDM) and the Ayushman Bharat Health Account (ABHA) framework, which seeks to establish a secure, consent-based digital health ecosystem. The long-term vision is to create a "one patient, one digital health record" system, enabling seamless access to medical histories and treatment records across healthcare providers.

Established under the Employees' State Insurance Act, 1948 , ESIC today serves more than 14 crore beneficiaries through an extensive network of hospitals, dispensaries, medical colleges, and healthcare institutions. With the launch of the centralized feedback mechanism, the organization is moving beyond traditional complaint-based administration towards data-driven healthcare governance , where patient experiences become a critical tool for improving service quality and institutional accountability.

As India accelerates healthcare digitization, the new platform represents more than a feedback tool. It is a key component of a larger effort to integrate digital health records, patient engagement, real-time monitoring, and healthcare analytics into a unified framework, reinforcing ESIC's commitment to delivering better healthcare through technology and innovation.