As more consumers become involved in making decisions about their health care, they are contending with issues ranging from increasingly complex medical science to ever-evolving care options. While tools exist, including many that are web-based, few studies have evaluated their performance and promise.

This CHCF-funded report, Evaluation of Consumer Decision Support Tools: Helping People Make Health Care Decisions, examines the strengths and weaknesses of several leading web-based support tools. In particular, it presents evaluation frameworks and ratings in three decision categories: treatment options, hospital choice, and personal cost.

The study finds that product performance varied widely, and few of the web-based tools met all of the key standards for effectiveness and usability. Significantly, nearly all fell short in providing relevant information regarding treatment costs, one of the most important factors for consumers.

Overall, higher-performing web products are distinguished by well-organized data that makes information easy to use and understand, as well as the ability to personalize the tool to increase the relevance of information to the user. For example, highly rated sites provide information to educate consumers, offer explanations and comparisons of benefits and risks, and communicate in familiar language that demystifies complex issues.

Weaker tools, however, such as those that lack personalized information or fail to address individual preferences and values, can create barriers for consumers, thus further complicating the decision-making process.

The complete report can be found on the PBGH site listed under External Links.