Sanofi tackles healthcare’s trust gap with one in a million conversations

Healthcare is a fundamental human right, yet too many Australians still feel unheard, judged, or discriminated against simply because of who they are. Sanofi’s A Million Conversations is the company’s commitment to addressing the gaps in underserved communities.

This week, at the Australian Public Health Conference, Sanofi Australia shone a spotlight on the urgent issue of healthcare inequity. In response to new data, the company convened a dialogue on health literacy and trust, uniting industry leaders and healthcare professionals to confront the growing trust gap in the nation’s healthcare system.

Research conducted by Ipsos and Sanofi with 2,268 Australians paints a stark picture: more than two-thirds (67%) of people have endured negative experiences within the healthcare system, with marginalised communities bearing the heaviest burden. The findings reveal that 82% of people with disabilities, 73% of LGBTQIA+ individuals, 77% of women, and 66% of Aboriginal and Torres Strait Islander peoples report healthcare encounters that damaged their trust.

The disparities are striking. People with disabilities were 28 percentage points more likely than non-disabled people to face repeated mistreatment (78%). Among LGBTQIA+ respondents, 70% experienced multiple negative encounters compared to 52% of non-LGBTQIA+ people. Women were significantly more likely than men to report repeated mistreatment (63% vs. 48%). Aboriginal and Torres Strait Islander peoples faced particularly higher discrimination rate, with 43% saying their symptoms were too quickly dismissed as psychological without adequate investigation.

Christelle Foucault, Diversity External Engagement Director, Sanofi, said “The data is alarming. When over 70% of people who experience negative healthcare situations lose confidence in the system and 87% suffering at least one adverse health consequence, we have a serious public health crisis.

“What’s particularly concerning is that those who need healthcare most are often those who trust it least. Through A Million Conversations, we’re not just highlighting these disparities but actively working with historically under-supported communities and partner organisations to build trusted healthcare systems that treat everyone with dignity and respect.”

Sanofi’s findings echo concerns raised by recent academic research. A study led by Macquarie University and the University of Melbourne revealed culturally and linguistically diverse (CALD) cancer patients face a one-in-three chance of experiencing a safety incident “which could have or did result in harm to the patient as a result of the healthcare they receive.” In a nation built on migration, where more than seven million people were born overseas and nearly six million speak a language other than English at home, Australia’s healthcare system still isn’t reaching everyone in a way that feels safe or inclusive.

The consequences of negative experiences are profound. The Sanofi survey showed 90% of people with disabilities who experienced mistreatment disengaged from health monitoring, with 62% reducing consultations and 67% delaying diagnosis or treatment. Among LGBTQIA+ respondents, 85% disengaged from care, with two-thirds reporting mental health impacts such as anxiety, stress, or trauma. For women, 83% scaled back health monitoring, with 57% postponing essential diagnoses or treatments. Aboriginal and Torres Strait Islander peoples were particularly impacted: 69% felt isolated in dealing with health problems and 60% stopped seeking care altogether.

The dialogue brought together leading experts to chart a way forward. Professor Kirsten McCaffery from the Sydney Health Literacy Lab and Professor Phill Della, Emeritus Professor at Curtin University, shared insights into current practices and outlined practical strategies to strengthen health literacy and rebuild trust.

Luke Cornish, Head of Corporate Affairs, Sanofi Australia & New Zealand, stated “Health literacy and trust are fundamentally interconnected. When patients understand their health information and feel respected by healthcare providers, they’re more likely to engage with the healthcare system. And when they don’t, they won’t.

“This dialogue isn’t just about identifying problems it’s about celebrating and creating actionable solutions that can transform healthcare experiences for all Australians, particularly those from historically under-supported communities. Every conversation matters.”

The Australian dialogue forms part of Sanofi’s global initiative A Million Conversations, launched across ten countries since 2023. Backed by a €50M ($88M AUD) investment, the program is designed to rebuild trust with historically under-supported communities.

Locally, the work builds on Sanofi’s partnership with NACCHO’s Pharmacy Scholarship Program, now in its third year, supporting Aboriginal and Torres Strait Islander students to pursue pharmacy careers.

Australians expect the pharmaceutical industry to play its part. The survey revealed that 90% of people believe pharmaceutical companies have a role in improving access to medicines, 87% see value in their involvement in public health initiatives, and 86% support industry participation in healthcare professional education and training.

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