Leading with Care: An Interview with Leakvilom Long, COO of Ucare Pharmacy

With 17 years of experience at Ucare Pharmacy, Leakvilom Long has witnessed and shaped the evolution of Cambodia’s leading pharmacy chain. From her early days as a cosmetic advisor to her current role as Chief Operating Officer, she has been instrumental in building a culture of trust, professionalism, and customer care across 28 outlets nationwide. In this interview, she shares insights on what makes Ucare Pharmacy stand out, how technology is transforming the customer experience, and what it takes to maintain excellence while scaling.

Leakvilom Long

What makes Ucare Pharmacy the preferred choice for customers seeking quality healthcare and wellness products in Cambodia?

At Ucare Pharmacy, we have built trust through consistency, professionalism, and a clear commitment to quality. Our customers know they are getting original products from reputable international suppliers, dispensed by trained pharmacists who take the time to advise and guide.

We are not just a retail outlet—we are a healthcare partner. Whether it is chronic treatment, wellness support, or premium skincare, our clients come to us because they value safety, service, and transparency.

In what ways is Ucare Pharmacy leveraging technology to enhance customer convenience, satisfaction, and access to care?

Technology is central to how we serve our customers today. Through the Ucare App, clients can browse and order beauty care products directly from their phones, with home delivery available in Phnom Penh.

We are also investing in digital health tools—teleconsultation, e-prescription processing, and online pharmacy support—to make access to care more seamless. These innovations aren’t just about convenience; they’re about empowering patients to take control of their health. And in our pharmacies, our customers can benefit from a free skin test, thanks to the machines that have been implemented, and the guidance from our teams.

How do you ensure that every team member across your network consistently delivers professional, empathetic service to patients and customers?

Consistency starts with training—and I speak from experience. I began my journey at Ucare as a cosmetic advisor, and over the past 17 years, I have seen how structured mentorship and clear service standards shape a dedicated team culture. I am grateful to my CEO for giving me the chance to learn and grow within the Company. Every new employee goes through onboarding that covers product knowledge, customer interaction, and ethical practice. We reinforce this with regular coaching and performance reviews. Our goal is simple: every customer, in every store, should feel heard, respected, and well cared for.

Beyond retail, how does Ucare Pharmacy actively contribute to public health and wellness within the communities it serves?

We see ourselves as part of the healthcare ecosystem. That is why we partner with institutions like the University of Puthisastra and the University of Health Sciences to welcome pharmacy interns and support curriculum development. We also run health campaigns—blood pressure screenings, diabetes awareness, and skin health consultations—often in collaboration with the Ministry of Health. These initiatives help raise awareness and bring preventive care closer to the public.

As Ucare Pharmacy continues to expand, what systems and practices are in place to maintain operational excellence across new locations?

Expansion is not just about opening new doors—it is about replicating standards. In the past three years, we have opened seven new stores, each built on a foundation of centralized procurement, standardized protocols, and trained local teams. We conduct regular audits and use digital tools to monitor inventory, compliance, and customer feedback. Operational excellence is not negotiable—it is what protects our reputation and ensures every new location delivers the same level of care our customers expect.

You have been with Ucare Pharmacy for 17 years – what has motivated you to stay with the company so long?

I have stayed because Ucare Pharmacy has always been a place of growth, purpose and strong values. I have had a great leader and supportive team who share the same vision of improving community health. I am proud to contribute my experience to help the next generation and continue building the company that truly makes a difference for our country. Furthermore, I am truly proud of our CEO. He is an inspiring leader who consistently focuses on developing the business. Beyond expanding with new stores, he also invests in upgrading existing ones to keep them modern and convenient for customers.

During challenging times in Cambodia, such as the COVID-19 pandemic, he stood firmly with all employees, showing great care and commitment. He is also a good role model who leads by example and always listens to his team’s feedback and provides opportunities for all employees to develop their skills and reach their potential.  He is not only a great leader, but also someone who builds a warm, family spirit – an environment where employees feel valued and supported. He has spent countless hours with me explaining where he would like to bring us, and how he thinks we should do, and his door always remains open when I or other managers need advice.

During challenging times in Cambodia, such as the COVID-19 pandemic, he stood firmly with all employees, showing great care and commitment. He is also a good role model who leads by example and always listens to his team’s feedback and provides opportunities for all employees to develop their skills and reach their potential.  He is not only a great leader, but also someone who builds a warm, family spirit – an environment where employees feel valued and supported. He has spent countless hours with me explaining where he would like to bring us, and how he thinks we should do, and his door always remains open when I or other managers need advice.

What is your vision in Ucare Pharmacy?

As the COO of Ucare Pharmacy, my vision is to lead the company toward sustainable growth while maintaining our commitment to customer care and professional service. I want Ucare to be recognized not only as the leading pharmacy chain in Cambodia but also as a trusted health partner for every customer. My focus is on operational excellence, digital transformation, and developing our people — because I believe that strong teams and innovation are the keys to long-term success.

Closing Reflection

As someone who’s grown with this company from the ground up, our strength lies in the way we care—for our customers, our teams, and our communities. Ucare Pharmacy is more than a business. It is a commitment to raising healthcare standards, one interaction at a time.