The Employees’ State Insurance Corporation (ESIC), under the Ministry of Labour and Employment, has launched a nationwide Centralized Online Patient Feedback System. This digital initiative captures real-time data to improve service transparency and healthcare delivery for industrial workers and their dependents across all ESIC hospitals and dispensaries.
Key Features and Operational Mechanism
- Feedback Channels: Beneficiaries can provide input via automated SMS links (via the Dhanwantri module), on-site QR codes in OPDs, and the official ESIC web portal.
- Data Integrity: The system uses Insurance Person (IP) numbers and OTP verification to ensure authenticity and prevent duplicate submissions. It is available in multiple regional languages.
- Evaluation Parameters: Patients rate facilities on four pillars: facility cleanliness, staff behavior, medicine availability, and overall care quality.
- Automated Escalation: Any rating below three points triggers an immediate alert to local and regional authorities for corrective action.
- Competitive Governance: Aggregated data creates an objective performance ranking system, fostering accountability among medical facilities.
IASPOINT Booster Facts
- Statutory Foundation: ESIC was established under the Employees’ State Insurance Act, 1948.
- Dhanwantri Module: The core Health Information System (HIS) used for digitizing clinical data and pharmacy management.
- Constitutional Alignment: Enhances public health delivery in line with Article 47 of the Directive Principles of State Policy.
- Social Security Code 2020: The 1948 Act is now part of this code, which aims to extend universal social security to all workers.
- Digital Ecosystem: Includes the Chinta Se Mukti app (via UMANG) and AskAnAppointment (AAA+) for remote OPD registration.