ESIC launches centralised digital patient feedback system nationwide
Synopsis
ESIC has gone digital on patient grievances — rolling out a nationwide feedback system that auto-flags poor ratings, ranks facilities, and works in multiple languages. For millions of insured workers, it is the first time their hospital experience will feed directly into an administrative accountability loop.
Key Takeaways
ESIC launched a centralised digital patient feedback system across all hospitals and dispensaries on 1 June 2025 .
Feedback covers cleanliness , staff behaviour , and medicine availability , with submissions via SMS link, QR code, or the ESIC website.
Service ratings below 3 are automatically flagged for immediate corrective action.
OTP verification ensures authenticity and prevents duplicate submissions; the system supports multiple languages .
Role-based dashboards enable monitoring at headquarters , regional offices , and individual ESI facilities .
All ESIC healthcare facilities will be performance-ranked , promoting institutional accountability and competition.
The Employees' State Insurance Corporation (ESIC) has rolled out a centralised online patient feedback system across all its hospitals and dispensaries nationwide, the Ministry of Labour and Employment announced on Monday, 1 June. The platform is designed to capture real-time patient experience on cleanliness, staff behaviour, and medicine availability, with automated alerts for poor service ratings.
How the System Works
Beneficiaries and Insured Persons (IPs) can submit feedback through three channels: a direct link sent via SMS after availing services through the ESIC HIS (Dhanwantri) module, QR codes displayed on multilingual posters at all OPDs and hospital locations, and the official ESIC website. The interface requires patients to scan the QR code, enter their IP Number, rate their experience, and submit — a process the ministry describes as completable 'in a matter of seconds.'
Built-In Safeguards and Multilingual Access
The system uses OTP verification to authenticate IP details and prevent duplicate submissions. It also supports multiple languages to ensure wider participation across India's linguistically diverse workforce. Critically, service ratings that fall below 3 are automatically flagged for immediate corrective action by relevant authorities.
Role-Based Dashboards for Accountability
The platform integrates role-based digital dashboards enabling continuous monitoring at three levels: headquarters, regional offices, and individual ESI health facilities. This tiered oversight is intended to ensure that feedback does not merely accumulate but triggers administrative responses in real time. The system also supports performance rankings of all ESIC healthcare facilities, introducing an element of institutional competition aimed at driving service quality upward.
Why This Matters
ESIC covers millions of organised-sector workers and their dependants across India, making the quality of its healthcare delivery a significant public-health concern. Historically, patient grievance mechanisms at ESIC facilities have been fragmented and paper-based, leaving service gaps difficult to track systematically. This centralised platform marks a shift toward data-driven administration, with the stated goal of promoting 'a culture of continuous improvement and strict institutional accountability,' according to the ministry statement. Notably, the integration with the existing Dhanwantri HIS module means the feedback loop is embedded within the clinical workflow rather than bolted on separately — a design choice that could improve response rates.
Point of View
But the real test is whether role-based dashboards translate into documented corrective actions or simply become another data graveyard. Performance ranking of facilities could be the more consequential feature: public scorecards have historically moved institutional behaviour in ways that internal audits do not. Watch whether ESIC publishes those rankings openly — that single decision will reveal how serious the accountability intent really is.
NationPress
19 Jul 2026
Frequently Asked Questions
What is the ESIC centralised digital patient feedback system?
It is a nationwide online platform launched by the Employees' State Insurance Corporation to collect real-time patient feedback on cleanliness, staff behaviour, and medicine availability at all ESIC hospitals and dispensaries. The system uses OTP verification, multilingual support, and automated dashboards to convert feedback into administrative action.
How can ESIC beneficiaries submit their feedback?
Beneficiaries can submit feedback in three ways: via a direct SMS link sent after using the ESIC HIS (Dhanwantri) module, by scanning QR codes displayed at OPDs and hospital locations, or by visiting the official ESIC website. The process requires entering an IP Number and rating the experience.
What happens when a service rating falls below 3?
The system automatically flags critical ratings — those below 3 — and alerts relevant authorities for timely and targeted corrective action. This auto-escalation is designed to ensure poor service experiences are addressed in real time rather than reviewed periodically.
How does the system prevent fake or duplicate feedback?
The platform validates each submission through OTP verification linked to the beneficiary's IP Number. This ensures only genuine insured persons can submit feedback and prevents the same individual from submitting multiple entries for a single visit.
Which institutions are covered under this feedback system?
The system covers all ESIC hospitals and dispensaries across India. It also enables performance ranking of all these facilities, creating a competitive accountability framework across the entire ESIC healthcare network.
