THE GOAN NETWORK
As branded pharmacy chains and online medicine platforms expand in Goa, local pharmacists are navigating a changing market where convenience, discounts, and easy access increasingly compete with the familiarity of the neighbourhood medical store. Yet, for many local pharmacies, years of trust and personal relationships with customers remain their strongest footing.
CHALLENGES & CONCERNS
While the challenges are many, pharmacists continue to raise concerns over alleged malpractices in the pharmacy sector. With medicines being sold at huge discounts and various offers being advertised, these pharmacists caution that such offers raise questions about what is behind the unusually low prices, and urge the public to remain aware when purchasing them.
Prasad Tamba, Treasurer, Chemists & Druggists Association of Goa, from Sitara Medicals, explains how the mushrooming of pharmacies has affected existing businesses. “Although they are coming up all over, our old customers continue to come to us, so in that sense, not much has changed,” he remarks, adding that they continue to keep themselves relevant in the market by upgrading their services and providing the best care possible to patients.
This trust and familiarity with local pharmacies is also what Raj Vaidya, owner of Hindu Pharmacy, believes continues to bring customers back. “Yes, local pharmacies still have a trust factor. They have been there for many years, and some for decades. They are friendly neighbourhood pharmacies, always ready to serve. That is why people reach out to them,” he remarks, adding that having a pharmacist available without an appointment to provide guidance, personal attention and advice on health and medicine-related matters also helps build this trust.
CUSTOMER FIRST
For Soumya Tiwari, a pharmacist from De Margao Medicare Chemist and Druggist, it is this consistency in service and understanding of customers’ needs that helps local pharmacies maintain their customer base. She remarks that keeping commonly required medicines available, maintaining good relationships with customers, offering home delivery when requested, and understanding their regular customers’ needs all play a role. “Personal attention and reliability are important factors that help build long-term trust,” she mentions.
However, while this trust continues to keep customers coming back, local pharmacies say they still face challenges in competing with the growing online and chain pharmacy market. “India is the only country in the world that turns a blind eye to the online sale of medicines, even though it is illegal.
ONLINE SALES
Other countries which permit online pharmacies have strict laws and systems in place,” remarks Vaidya. Kedar Jirage, chief pharmacist of Jeevan Rekha Medical Store, meanwhile, points to the large discounts offered by chain pharmacies, which “bind the customers”. He says their approach is different, with a 75% prescription-oriented counter and a large stock of medicines. “We do not lure customers by discounts; rather we attract customers by professionalism,” he remarks.
The concerns over online sales have also led local pharmacists to raise the issue with authorities. “We also had a strike earlier this year concerning the sale of these medicines online. While they sell it for large discounts, it is a clear case of malpractice, as we have a set standardised margin, so we urge the customers to be cautious. For them, it is a business,” Tamba states. Vaidya also questions the lack of action from the authorities. “Local pharmacies, for one, feel let down by the government for being silent and allowing illegal online sales. Publicising discounts is also unethical and not permitted, while online discount advertisements are rampant, and nobody controls them,” he says.
VOCAL FOR LOCAL
Yet, despite these challenges, local pharmacies continue to play an important role in the healthcare system. They are often the first point of contact for people seeking medicines and basic healthcare guidance. “While the pharmacy sector is changing with the growth of online and chain pharmacies, I believe local pharmacies try and continue to remain relevant by adapting to changing customer expectations while maintaining the trust and personal service that customers value,” remarks Tiwari.
Beyond the role of the neighbourhood pharmacy, Prof Dr Gopal Krishna Rao, Principal of Goa College of Pharmacy, Government of Goa, Panaji, and former Dean, Faculty of Pharmacy, Goa University, highlights the wider role of pharmacists. “While a doctor gives life to a patient and nurses provide nursing care, the pharmacist plays a significant and critical role in the welfare of a patient by giving life to medicine itself,” he says. He points to the scope for pharmacy graduates and postgraduates. “There is a lot of scope for pharmacy graduates and postgraduates across manufacturing, hospitals, research, regulation and clinical pharmacy,” he says, adding that all seats for the Diploma in Pharmacy programme at Goa College of Pharmacy are currently filled.
While the role of pharmacists continues to extend beyond simply dispensing medicines, for local pharmacies, staying relevant in a changing market comes down to more than competing on price. As online platforms and pharmacy chains continue to grow, they believe their accessibility, professional guidance, and long-standing relationships with customers will remain important in keeping the neighbourhood pharmacy relevant.
