From Training to Transformation: Sophie’s Role in Ucare Pharmacy’s Growth
- Partenaire Presse
- 39 minutes ago
- 4 min read
Since joining Ucare Pharmacy, Sophie has moved from community pharmacy practice into training, digital communication and network development, helping build the professional development backbone of Cambodia's leading pharmacy chain. As Ucare's network approaches 90 certified pharmacists, she reflects on trust, retention and the pharmaceutical-care model that puts patients first — and shares her vision for the network's next five years.
What inspired you to join Ucare Pharmacy, and how has your role evolved over time?
What drew me to Ucare was the opportunity to change direction. I had been a community pharmacist, and joining Ucare's pharmacy department allowed me to move into training and company development. It's a real privilege to be able to share my experience with other pharmacists. Over time, I also took on other areas, including social media — Ucare Pharmacy Health Talk on Facebook, Instagram, and TikTok — as well as updating the company website.
What steps do you take to make sure every new pharmacy reflects Ucare's vision of prioritizing customer health and wellness?
Every pharmacy offers the same core services, though the product range depends on the available space. Each location is kept clean, bright, and air-conditioned, which is essential for storing medicines and cosmetics properly. We also provide a health check-up in every pharmacy, and skin analysis in some locations.
How is Ucare Pharmacy adapting its services to meet the changing needs of customers, especially in preventive care and digital health?
Around the world, people are increasingly concerned about their health, and Cambodia is no exception — we're seeing a rise in non-communicable diseases, and the government regularly runs campaigns to reduce sugar, alcohol, and ultra-processed food consumption. Prevention is therefore central to how we care for patients. Beyond lifestyle and dietary advice, we offer a wide range of food supplements. On the digital side, patients can reach us through Facebook, Telegram, and a dedicated app — the same advice they'd get in-store is available there, free of charge. I'm convinced technology will never replace the human relationship. If anything, new digital tools - including AI - will free up more time for pharmacists to spend with patients.
With nearly 90 certified pharmacists across the network, how do you support them in delivering consistent, high-quality care?
All our pharmacists are trained to the same standards. Our practice is built around the concept of pharmaceutical care as it's applied in Europe, where the patient is at the centre of the process — a very different approach from traditional local pharmacies, which tend to focus more on selling medicines. At Ucare, pharmacists start from the patient's actual needs and make sure the medicines dispensed are safe and appropriate to the case.
How do new pharmacies contribute to Ucare Pharmacy's broader mission of promoting health and wellness in local communities?
This works on two levels. First, towards patients: having a large network means we're easily accessible wherever patients are. Second, towards local pharmacists and future pharmacists: we help them grow through continuing professional development (CPD), in partnership with UP, as well as with ZWaka, an online training platform active across Asia.
We also collaborate with universities (UP and UHS). For example, we've developed 12 in-house training courses covering pharmaceutical care and medication safety, including modules on medication errors, which we deliver directly to UP’s pharmacy students. On top of that, students from both UP and UHS carry out hands-on internships in our pharmacies. The goal is to make sure that when they finish their studies, they graduate with the practical tools they need, rather than leaving them to build that foundation entirely on their own once they start working.
What has been the most challenging project you've worked on, and what lessons did it teach you about leadership and resilience?
Two challenges stand out. The first was earning the trust of our pharmacists — getting accepted as someone who could genuinely support them, not just impose a new way of working. That trust had to be built gradually, through consistency and by showing up on the ground, not just through formal training sessions.
The second was retention. Many pharmacists join us to train and gain experience, then move on without staying long-term — which is frustrating after investing so much in their development. Together, these experiences taught me that leadership here isn't just about transferring skills; it's about building an environment pharmacists actually want to stay in, and building their confidence step by step. It's an ongoing work.
What have you learned personally from leading pharmacy development in such a dynamic, fast-growing organization?
I learned a great deal, since I had previously only worked in Belgian pharmacies. I had to adapt to significant cultural differences. For example, discussing contraception is far more straightforward in Europe; here it remains a sensitive topic, and it requires tact. You can ask the questions, but you have to do it without putting people on the spot.
What is your vision for Ucare Pharmacy's development over the next five years, and how do you see your role evolving?
So far, our development has mainly focused on continuing education (CPD) and cosmetics. Over the next five years, I want to build on that momentum to further grow medicine and food supplement sales, always keeping the patient at the centre of our approach. Franchise development is also a key priority going forward — it will let us expand the network faster while maintaining the same standards in every pharmacy. As for my own role, I see it evolving toward more strategic involvement in that expansion, while staying close to the ground and to the teams.
Comments