Mera Aspataal (My Hospital): A Patient-Centric Feedback System for Better Healthcare

Mera Aspataal (My Hospital): Revolutionizing Healthcare with Patient Feedback

In a democracy, the voice of the people matters — and in a healthcare system, the voice of the patient is crucial. Acknowledging this, the Government of India launched Mera Aspataal (My Hospital), a digital initiative under the Ministry of Health & Family Welfare. This unique platform allows patients to provide feedback on their hospital experience, helping hospitals across the country become more accountable, efficient, and patient-friendly.

Launched in 2016 under the National Health Mission (NHM), Mera Aspataal is more than a survey tool — it's a digital bridge between patients and administrators, driving quality improvements in government hospitals.

What is Mera Aspataal?

Mera Aspataal (My Hospital) is an ICT (Information and Communication Technology) based patient feedback system designed to empower citizens to report their experiences with public healthcare facilities. Whether it’s the cleanliness of wards, doctor behavior, availability of medicines, or waiting times — patients can share their feedback using mobile phones, web portals, and apps.

This system not only collects valuable insights but also allows hospital authorities to take corrective actions where needed.

Objectives of Mera Aspataal

The key goals of Mera Aspataal are:

• Empowering patients to give feedback on healthcare services.
• Improving accountability of public hospitals and health workers.
• Enhancing the quality of services through transparent reviews.
• Identifying problem areas like staff behavior, facility hygiene, and wait times.
• Building trust between patients and public health institutions.

How Does It Work?

Mera Aspataal collects feedback through multiple channels, making it easy for patients across digital literacy levels:

1. SMS and IVRS (Interactive Voice Response System):
   After visiting a hospital, patients receive an SMS or automated call asking them to rate their experience.
2. Mobile App and Website:
   Users can log in to the Mera Aspataal portal or app and select the hospital they visited to submit detailed feedback.
3. Toll-Free Number:
   Patients can also call a dedicated toll-free number to register complaints or suggestions.

The feedback is collected on several parameters such as:

• Staff behavior
• Waiting time
• Cleanliness
• Availability of medicines
• Doctor's consultation quality
• Overall experience

Hospitals receive weekly and monthly reports based on patient ratings, allowing them to monitor performance and implement necessary changes.

Key Features

• Multi-language support: Available in English, Hindi, and various regional languages.
• Real-time feedback dashboard: Hospitals can monitor scores instantly.
• Feedback alerts: Critical issues are flagged immediately.
• Confidentiality: Patient identity is protected unless voluntarily disclosed.

Scope and Coverage

Initially launched in central government hospitals and AIIMS institutions, Mera Aspataal has now expanded to cover over 1,000 public hospitals across India. These include:

• District hospitals
• Sub-district hospitals
• Community health centres
• Urban health centres
• AIIMS and state medical colleges

The government aims to integrate all Health and Wellness Centres (HWCs) under Ayushman Bharat with the Mera Aspataal platform in the near future.

Achievements and Impact

• Over 50 lakh patient feedback entries have been recorded since its launch.
• Hospitals have improved on various fronts, including cleanliness, staff behavior, and timeliness.
• Patient satisfaction levels are now measurable, promoting a culture of responsiveness.
• Real-time monitoring has allowed district officials to detect issues early and resolve them efficiently.

Hospitals that score consistently well are also recognized at national health conclaves and reviewed under the Kayakalp program, which promotes cleanliness and quality in public health facilities.

Challenges Faced

Despite its success, the Mera Aspataal initiative faces certain challenges:

• Low awareness among rural patients and those unfamiliar with digital platforms.
• Language barriers, especially in tribal and remote regions.
• Incomplete responses or non-specific feedback.
• Follow-up action lag: Some hospitals may delay acting on feedback, limiting its impact.

Addressing these challenges through awareness drives, training for hospital staff, and stronger monitoring mechanisms will be key to the initiative’s long-term success.

Future of Mera Aspataal

To further expand its reach, the Ministry plans to:

• Integrate private hospitals under government insurance schemes.
• Use AI and data analytics to detect common service gaps.
• Send automatic alerts to authorities when feedback indicates serious issues.
• Sync with health portals like Ayushman Bharat Digital Mission for a holistic health system.

Conclusion

In a time where digital technology is shaping every aspect of life, Mera Aspataal stands as a symbol of patient empowerment and transparency in governance. By putting patient voices at the heart of healthcare improvement, this platform is creating a culture of accountability and trust in India’s public health system.

With wider adoption, more awareness, and stronger action on feedback, Mera Aspataal has the potential to redefine how healthcare quality is measured and delivered in India — not just by experts, but by the people it serves.