How a Strong Foundation Fueled Sunil’s Success in Community Pharmacy
What inspired you to start your community pharmacy, and what were some challenges you faced early on?
My biggest inspiration came from my experience working for large corporations, where I had no time to truly connect with patients. It was always about numbers and metrics, constantly pushing to meet targets. I knew I wanted something different, and I’ve always had an entrepreneurial spirit. So, after 10 years in the corporate world, I decided to strike out on my own.
The biggest challenge I faced starting out was building clientele. It’s a town of about 60,000 people, dominated by big corporations, and I was the only independent pharmacy. People were initially hesitant, unsure about this new pharmacist they didn’t know. But over time, they came to trust us. Now, we’re thriving, filling over 300 prescriptions a day.
Congratulations on opening your second store, Panorama Pharmacy! What inspired you to open a second location?
Thank you! This opportunity came when a long-term care pharmacy owned by CVS, which had been serving the community for over 40 years, decided to close. [Panorama Pharmacy] located inside a senior living neighborhood, and when they reached out asking if I’d be interested, I jumped at the chance. We’ve been open for about a month and already serve over 100 patients at that location.
In a competitive market, what makes your pharmacy stand out from others?
Our standout feature is our customer service. We’re well-staffed, with five technicians and three pharmacists working every day, allowing us to give each patient the time they need. Local doctors’ offices often tell us we’re the only pharmacy that consistently answers the phone right away. Those little details—like answering calls promptly and providing personalized service—make a big difference. Plus, we offer a range of services, including immunizations, compounding, and blister packaging, making us a one-stop shop for the neighborhood. That’s how we differentiate ourselves.
How have you adapted to the changes in the pharmacy industry to keep your business successful?
Adapting to industry changes is critical. One area we focus on is insurance billing, where many pharmacies lose money due to chargebacks. We’re meticulous about billing, especially when it comes to day supply and DAW codes, so our chargebacks have been minimal. Additionally, we keep adding services—first immunizations, then blister packaging and rapid pack, and now compounding. Constantly innovating and expanding services has been key to compensating for shrinking reimbursements and staying afloat.
What resources or support from IPC have been the most helpful in growing or sustaining your pharmacy?
IPC has been incredibly helpful. The weekly newsletter is a valuable resource, and through IPC, we’ve secured discounted rates with McKesson, which has made a significant difference. For our grand opening, IPC provided a complete kit with everything we needed, including marketing materials and promotional support. Their assistance has been invaluable.
What advice would you give to other pharmacy owners who want to succeed in today’s market?
First and foremost, you need passion. You must be all in—there’s no halfway. You need to give 100%. Secondly, innovate constantly. Yes, there are challenges, but there are also opportunities, especially in terms of new revenue streams. The current environment is great for independent pharmacies, as the big chains are closing stores rapidly. That creates openings for us to move in, not just to survive, but to thrive.
