NEW DELHI: In a major step toward enhancing healthcare accountability, the Employees’ State Insurance Corporation (ESIC) has launched a centralised online patient feedback system across all its hospitals and dispensaries nationwide. The initiative aims to capture real-time patient experiences regarding cleanliness, staff behavior, and medicine availability, according to an official statement released on Monday.
The new digital platform enables Insured Persons (IPs) and beneficiaries to seamlessly share their healthcare experiences, raise specific concerns, and offer actionable suggestions for institutional improvement.
Multiple Channels for Ease of Access
To ensure wide participation and absolute ease of use, the Ministry of Labour & Employment has integrated multiple feedback channels into the system:
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Direct SMS Links: After availing themselves of healthcare services through the ESIC HIS (Dhanwantri) Module, beneficiaries automatically receive a direct feedback link via SMS.
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OPD QR Codes: Patients can quickly scan QR codes displayed on customized, multilingual posters prominently placed across hospital locations and Outpatient Departments (OPDs).
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Official Website: Feedback can also be submitted directly through the portal on the official ESIC website.
How it works: The user-friendly interface allows patients to scan the QR code via their mobile devices, enter their IP Number, rate their experience, and submit their feedback in a matter of seconds. The system validates IP details through OTP verification to ensure the authenticity of the data and prevent duplicate submissions.
Driving Accountability and Immediate Action
To translate patient inputs into immediate administrative action, the system integrates robust, role-based digital dashboards that allow for continuous monitoring at headquarters, regional offices, and local ESI health facilities.
The system features an automated trigger system where critical issues are instantly flagged if service ratings fall below 3, prompting relevant authorities to take swift and targeted corrective actions. Additionally, the platform supports the performance ranking of all healthcare facilities, fostering a culture of continuous improvement, healthy competition, and strict institutional accountability across the country.
