Bridging the healthcare gap

The challenge of getting an in-person consultation

Timely access to healthcare is a growing problem in the Western world and a major challenge in developing countries. Some health professionals (HPs) face daily waiting lists of hundreds of patients.

With over a decade of survey insights, the latest Haleon Pain Index shines a light on both the global epidemic of loneliness due to pain, and on the challenges of access to health professionals (HPs). 

It reveals that lack of availability may be the biggest barrier when it comes to healthcare access, but building more human connections can help bring patients and healthcare professionals closer together.
 

Pain and the inequities of access

While pain is globally prevalent, cultural and societal contexts are crucial. It’s the same for healthcare access. For example, globally, 39% of people cannot easily – or cannot at all – access in-person consultations with a doctor or physician. But in some countries, such as the UK, that number increases to 70% as of 2023.

These disparities are worsened by economic, geographic, and technological inequalities and prejudices.
 

Distanced and disconnected

On a practical level, 42% of patients globally struggle to get an appointment with a doctor. 15% are unable to afford an in-person consultation, ​12% live too far away to visit a pharmacy, and 9% too far to reach a doctor.

As for remote consultations, in most countries surveyed, only 48% of the population have easy access to online or phone consultations with a doctor.

In fact, digital exclusion is an obstacle to many seeking help with their pain. Globally, 13% of people struggle to access health-related information because of limited internet access. The worst affected countries are Saudi Arabia (31%), South Africa (28%) and India (28%). 
 

But even when they are connected, 33% of people feel they don’t have the skills to find health-related information online – rising to 45% of adults aged 75-84.

Information overload is also an issue. 4 in 10 struggle to navigate the diversity of sources of information and the same proportion are unsure which information they can trust. 

Helping to drive change through upskilling

The HPI has identified that 7 in 10 people wish doctors were trained better in how pain is specific to the individual patient. And 58% of people wish their doctor would be more supportive about the impact of pain on their life – with 37% wishing doctors could see beyond their symptoms.
 

Using data like this, we’ve identified a big opportunity to support HPs to offer closer care through empathy and soft skills. This is the focus of the Haleon Pain Management Institute (HPMI). Launched in 2025, it’s Haleon’s endeavour to improve pain management from the ground up by building better education, deeper patient understanding and stronger scientific credentials through partnerships and research.

Similarly, there is huge potential for improving patient care by upskilling pharmacists so they can have more empathic conversations with pain sufferers. ​​Recent research shows that countries who invest in training programmes that prioritise holistic, patient-centric care can make a significant leap in bridging the gap.

Often, access problems are inequality problems. The Advil Pain Equity Project champions equitable pain relief by improving access to health information for minority groups. While the Panadol Pain Phone connected rural patients in Indonesia with expert pain advice via telephone. 

Bridging the healthcare gap will always rely on stronger human connections. Greater inclusivity and empathy increase the possibility for everyone – particularly those facing economic, geographic, and time constraints – to access the personal pain management they deserve.