The Employees’ State Insurance Corporation (ESIC), under the Ministry of Labour and Employment, has launched a Centralised Online Patient Feedback System across all its hospitals and dispensaries nationwide to improve service quality and support patient-centric healthcare delivery.
In a statement on Monday, 1 June, the ministry said that the system will allow Insured Persons and beneficiaries to directly share their healthcare experience, raise concerns and offer suggestions for institutional improvement.
The system will capture feedback on key service areas, including cleanliness of healthcare facilities, behaviour of medical staff and availability of required medicines.
To make the process easier for beneficiaries, ESIC has provided multiple feedback channels.
A direct feedback link will be sent through SMS after an Insured Person avails services through the ESIC HIS Dhanwantri module.
Beneficiaries can also scan QR codes displayed on multilingual posters at OPDs and hospital locations, or submit feedback through the official ESIC website.
The feedback process requires users to scan the QR code, enter their IP number, rate their experience and submit their response.
The system also includes OTP verification for real-time validation of IP details and has mechanisms to prevent duplicate feedback.
The platform offers multilingual support to serve India’s diverse workforce. It also includes role-based dashboards for real-time monitoring at headquarters, regional offices and local ESI health facility levels.
A key feature of the system is automatic flagging of service ratings below 3. Such ratings will be instantly highlighted for corrective action by the concerned authorities.
The platform will also support performance ranking of healthcare facilities, aimed at promoting continuous improvement, healthy competition and institutional accountability across ESIC’s healthcare network.
The ministry said the initiative reflects ESIC’s commitment to better healthcare for the nation’s workforce.
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