Taking a significant step toward improving service quality and ensuring the effective delivery of patient-centric healthcare services, the Employees' State Insurance Corporation (ESIC), under the Ministry of Labour & Employment, has successfully implemented a comprehensive centralized online patient feedback system across all its hospitals and dispensaries nationwide. This digital initiative empowers Insured Persons (IPs) and other beneficiaries to seamlessly share their healthcare experiences, report specific grievances, and offer valuable suggestions for institutional improvements. The platform is designed to gather direct feedback from citizens on critical service standards, specifically focusing on the cleanliness of healthcare facilities, the behavior of medical personnel, and the availability of essential medicines.  

To ensure maximum participation and absolute ease of use, multiple channels have been made available for beneficiaries to submit their feedback. Under this mechanism, an automated SMS containing a direct feedback link is dispatched to the Insured Person immediately after receiving services via the ESIC HIS (Dhanwantri) module. Additionally, beneficiaries can quickly submit their responses by scanning customized multilingual QR codes displayed at prominent locations across all OPDs and hospital premises, or by directly visiting the official website of ESIC. 

Through this user-friendly interface, patients only need to scan the QR code using their mobile phones, enter their IP number, rate their service experience, and submit their response within a few seconds.  To guarantee the authenticity of the feedback mechanism, the system performs real-time validation of the Insured Person's details via an OTP verification process, and strict measures are in place to prevent duplicate submissions. Furthermore, keeping in view the requirements of India's diverse workforce, this feedback platform provides comprehensive multilingual support. To translate patient responses into immediate administrative action, role-based digital dashboards have been integrated into the system, enabling continuous and real-time performance monitoring across three distinct administrative tiers: the Headquarters level, Regional Office level, and local ESIC healthcare institution level.  Notably, the system is programmed to automatically flag any service rating that falls below 3.

 This automated alert mechanism assists the concerned authorities in ensuring time-bound and targeted corrective interventions. In addition, the platform supports performance-based ranking of all healthcare institutions, which will foster a culture of continuous improvement, healthy competition, and institutional accountability. Reaffirming its core commitment to the nation’s working class, this initiative stands as a testament to ESIC’s resolve, beautifully reflected in its motto— "ESIC - Committed to Better Healthcare." 
 

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 RDJ/PJ

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