SERVICE MONITORING AND EVALUATION SYSTEM, METHOD AND PROGRAM PRODUCT

A service monitoring and evaluation system, method and program product for monitoring and evaluating services, e.g., healthcare. A client or patient timeline storage stores social media information for any Event of Interest (EoI) for patients, including information indicating the effectiveness of patient treatment being provided by healthcare providers. Healthcare providers have access to the patient timeline storage for respective patients to track treatment. A monitoring bot continually searches social media for patient EoIs, and extracts treatment effectiveness information from the EoIs and adds any new information to the patient timeline storage. An evaluation bot receives requests for provider evaluation, filters patient timeline information for treatment effectiveness, and rates and ranks the treatment effectiveness for the requestor.