​​​​​​​New Delhi, June 1: In a major step towards enhancing patient-centric healthcare, the Employees' State Insurance Corporation (ESIC) under the Ministry of Labour & Employment has launched a Centralized Online Patient Feedback System across all its hospitals and dispensaries nationwide.

The new digital platform enables insured persons and beneficiaries to share their healthcare experiences, submit suggestions, and raise concerns regarding key service areas such as cleanliness, staff behaviour, and medicine availability.

To ensure easy access, ESIC has introduced multiple feedback channels, including automated SMS links sent after availing services, QR codes displayed at hospitals and OPDs, and a dedicated section on the ESIC website. The multilingual system allows users to rate services and submit feedback using their IP address quickly.

The platform incorporates OTP-based verification and safeguards against duplicate submissions, ensuring the authenticity of feedback. It also offers multilingual support to cater to beneficiaries across the country.

To facilitate prompt action, the system features real-time monitoring dashboards at the headquarters, regional office, and healthcare facility levels. Ratings below three stars are automatically flagged, enabling authorities to address issues swiftly.

The initiative also allows performance ranking of healthcare facilities, promoting accountability, healthy competition, and continuous improvement in service delivery.

ESIC said the new feedback mechanism reflects its commitment to strengthening healthcare services and improving the overall patient experience for the nation's workforce.