The Employees’ State Insurance Corporation (ESIC), Ministry of Labour & Employment, Government of India, has issued a notification dated 15 April 2026 announcing the launch of a centralized online Patient Feedback System for ESIC hospitals and dispensaries. The system is designed to enhance service quality, ensure patient-centric healthcare delivery, and promote accountability across ESIC facilities nationwide.
Key Highlights of the Notification
- Applicability:
- All ESIC hospitals, dispensaries, and medical colleges across India.
- Feedback Channels:
- ESIC website.
- QR codes displayed at hospitals and dispensaries.
- SMS feedback link sent to insured persons (IP) after availing services via the HIS (Dhanwantri) Module.
- System Features:
- Real-time validation of IP details through OTP.
- Multilingual support for wider accessibility.
- Prevention of duplicate feedback submissions.
- Role-based dashboards for monitoring performance at headquarters, regional offices, and facility levels.
- Identification of critical issues (ratings below 3) for corrective action.
- Performance ranking of healthcare facilities to encourage continuous improvement.
- Implementation Requirements:
- Facilities must download and display customized QR code posters in multilingual format.
- Regional Directors and State Medical Officers must ensure wide publicity and compliance.
- User manuals are available on the ESIC Gateway portal under Dhanwantri references.
Impact on Employers and Employees
- For Employers/ESIC Facilities: Hospitals and dispensaries must integrate the feedback system into daily operations, display QR codes prominently, and monitor dashboards for corrective actions.
- For Employees/Beneficiaries: Insured persons gain easier access to provide feedback on cleanliness, staff behaviour, medicine availability, and overall service quality, ensuring their concerns are addressed promptly.
- For HR/Compliance Teams: The system introduces structured accountability, requiring regular monitoring of patient feedback and timely resolution of issues flagged through the platform.
For detailed reading of this notification and to access all other important updates, please visit the Notifications tab on our website.
Disclaimer: This news post is for informational purposes only. It does not constitute legal advice. Readers are advised to consult the official ESIC notification or seek professional legal counsel before taking any compliance-related action.